Frequently Asked Questions

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Technical Requirements

Our Virtual English Classroom works on the most recent versions of the following browsers:

for Web (Windows, Mac, Linux) – Chrome, Firefox or Safari 11

for Android: Opera or Chrome

for iOS (iPhone/iPad): Safari 11

Also, before signing up for our online lessons, you’ll need to make sure you have a fast and reliable computer, high speed broadband connection, and also working microphone, speakers and webcam. A VOIP headset is useful but not essential.

Settings: we recommend that the following be enabled: cookies, pop-ups (in both internet browser and security software), Javascript.

Plugins: we recommend that you use the latest version of Adobe Flash Player

Resource viewing: We recommend that you use the latest version of Adobe Acrobat Reader

Yes you can, on the following browsers: for Android – Opera or Chrome, for iOS (iPhone/iPad) – Safari 11.

No, you don’t need to download any additional software.

You can reset your password by clicking on “Forgot your password” option in the login window.

About your Free Demo English Lesson

Taking a Demo Lesson is a great way to test your English level, discuss your learning objectives with a qualified native teacher and experience a bite-size lesson. The best thing is that your Demo Lesson is also absolutely free – book it now and start learning!

Your Demo Lesson (25min) is an exciting and engaging class where you can share your specific goals with your English teacher and discuss the best way to achieve them, in the format and within the timescale suitable for you. In a relaxed and friendly atmosphere, your teacher will ask you a series of questions about you, your interests, your past experiences and your plans for the future – anything you’re happy to share. Of course, you can ask any questions of your own as well. Your teacher is there to explain our courses in more detail, address your fears and doubts and help you feel more confident in your ability to improve your General or Business English, or pass that Exam with the desired score!

Based on your conversation skills demonstrated during the initial introduction, your teacher will have a clear understanding of your level. You will then move on to the second part of the Demo Lesson that is usually tailor-made to the specific requirements you mentioned in your Booking Form. You will be introduced to the relevant lesson material, and you’ll work on the specific role plays and other exercises, as you would in your future lessons should you choose to continue your studies with us. You’ll also receive homework which you can send back to the teacher for corrections. Book your FREE Demo Lesson now!

All you need to do is to fill out the Booking Form and we will get in touch to confirm the arrangements.

No you don’t. We just need you to tell us as much as you can in your Booking Form about your requirements, and we will prepare a lesson plan most relevant to your level and needs.

We’ll use materials from Cambridge University Press, Oxford University Press, Macmillan, Pearson/Longman book sets and from our own Lesson Bank.

Shortly after your class you will receive a full Demo Lesson Report with your level assessment, recommended materials, course structure and your teacher’s comments. Your teacher will also confirm your timetable for your future lessons. We will keep it reserved, and if we receive your payment in the next 48 hours, it will be confirmed as secured.

We teach children from the age of 3 y.o., as well as teenagers and adults.

Yes, it will help your child feel more comfortable and focused.

You can take our Online Placement Test here, it will only take 10 minutes or so.

About costs and payments

For more information about prices and payment methods visit our page “Prices”

You will discuss your timetable with your teacher during your Demo Lesson. It will be provisionally reserved for you, and if we receive your payment in the 48 hours after your Demo Lesson, we will confirm it as secured.

For online payments click here. For bank transfers – please contact us and we’ll send you an invoice.

You can pay for as many lessons as you like. For more information about prices and payment methods visit our page “Prices”.

You can stop your course at any time. Money for any unused lessons in the course may be returned upon your written request made by emailing within one month from the time of your last lesson taken, less an administration fee GBP 20.00 if less than 20 single lessons left, and GBP 80.00 for 20 and more. View all our full  Terms and Conditions.

Transaction security

All transaction information passed between merchant sites and Sage Pay’s systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing you pass to Sage Pay’s servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Encryption and Data Storage

Once on our systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign’s Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so.

System security

Sage Pay’s systems are scanned quarterly by Trustwave which are an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands.

Sage pay is also audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. We are also active members of the PCI Security Standards Council (SSC) that defines card industry global regulation.

Links to banks

Sage Pay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.

Internal security

Sage Pay is controlled by Iris Scanners, which are the latest and most precise biometric security devices available for identification. As used by; chemical plants, airports, police stations, prisons and other facilities where security is paramount. No one can enter or leave the building without a valid security pass.

Staff validation

All employees at Sage Pay are Criminal Records Bureau (CRB) checked prior to employment and no unauthorised individual has access to or is able to decrypt transaction information or cardholder data. Our systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police).

Disaster recovery

Sage Pay operates on twin data centres to ensure optimal system security and uptime and has a full disaster recovery and business continuation policy.

About your English lessons

  • Our credentials and expertise: we are an official Cambridge English Exam Preparation Centre, and the only Online English School in the UK accredited by Continuing Professional Development Standards Office
  • Our teachers’ qualifications: all our online teachers are CELTA qualified which is the most reliable English Second Language teaching qualification. Also, most of our teachers are Cambridge examiners
  • Student centred approach: we offer tailor-made lessons to suit your level, timescale and budget
  •  We are, indeed, passionate about teaching English!

That’s only in a nutshell… For more, visit About Us on the homepage

Your teacher will prepare materials that are relevant and interesting to you, and will focus on the specific skills that you wish to develop (e.g. Speaking and Listening only, Exam preparation techniques etc). Your teacher will be professional, on time and reliable as well as friendly and encouraging.

We teach all levels from Beginner to Proficient.

You can start straight away and as soon as your timetable is confirmed and you’ve completed your payment.

It depends on what you’d like to achieve but we advise with starting with 20 lessons of 50 minutes.

Normally, your teacher will use the materials recommended in your Demo Lesson Report, that are carefully selected from our digital library of Cambridge University Press, Oxford University Press, Macmillan, Pearson/Longman book sets, as well as online resources and our own Lesson Bank written by our teachers.

Of course you can. All you need to do is send them to your teacher few days in advance. Your English teacher will always help you with work presentations, business and academic proofreading, or any specific topics you wish to discuss related to your life.

Your teacher will adapt to your style of learning, whether you prefer to be corrected at the time of the error or at the end of the lesson. Your teacher will always explain your mistakes so that you understand how not to make them again. Your teacher will also type in the corrections in the chat line.

Your teacher will send you a Progress Report after every 15 lessons where you will be able to see details about your English skills and how you have improved them. Your teacher will also write recommendations on how you can continue to improve, and set the goals for the next block of lessons.

Log in to your Account and then attach your homework (PDF) to your message to your teacher.

You can choose from having 25, 50 or 75 minutes lessons.

Log in to your Account and you’ll be able to download all lesson materials, at least 24hrs before each class.

If homework is included in your course, you will be able to download it from your Account. If it’s not included and you’d like to upgrade — let your teacher know and we will do the rest.

Yes, that’s right, you can have lessons absolutely free of charge!

We’ve received many compliments over the years from many happy students, but the greatest compliment is when they introduce friends, family or business colleagues to us. Please be aware how much we appreciate these referrals, and we can assure you they will be treated with the same care we’ve given to you and to all of our clients. When someone you refer to us starts their course, we will then arrange a free lesson for you as a Thank You.

We teach children from the age of 3 y.o., as well as teenagers and adults.

We recommend that you do so, for the first few lessons. It can be a strange experience for some children, to interact with an adult on the screen. When you and the teacher feel that your child is confident and happy to continue, you no longer need to be with them. However, we recommend that you are present if your child is under 5 years old as it can be hard for them to concentrate for a long period of time.

Our teachers will always wait and stay online for 10 minutes after the class is due to start.

About the teachers

Yes, all our teachers are native speakers. They are all very experienced, dedicated and extremely passionate about their work. You will always be treated as an individual and your online English teacher will adapt the course to any change in your requirements. View teachers’ profiles.

This is very important for us and we are very careful in selecting the right teacher for you. We will look at your requirements and make sure that you are matched with a teacher who has the right knowledge, experience and personality for you.

Of course. We try, as much as possible, to never change your teacher. We want you to have the best possible learning experience in a relaxed, stable and continuous way.

We encourage you to stay with the same teacher whenever possible as the stability will really help you improve quickly. If for any reason you can no longer continue with your teacher, please contact us and we will discuss the different options available.

About your timetable

Please inform your teacher and we’ll do the rest.

Unfortunately, you will not be able to reschedule a missed lesson as we require one working day notice for all cancellations. View our full Terms and Conditions.

Our teachers are extremely reliable and do not cancel or miss the classes, however, should this happen for any urgent reason like health issues or connection problems, we will notify you as soon as possible, and you will not be charged for the lesson.

To continue your course with the same teacher and the same timetable, you need to make a payment for more lessons at least 2 working days before your last scheduled class. Don’t worry, we’ll send you a reminder! Unfortunately, if you do not make a payment in time, we cannot guarantee that the same teacher and the same timetable will be available. Contact us to discuss your circumstances and we’ll do our best to help.

Contact us to discuss your requirements and we will do the rest.

About reports, certificates and policies

Your teacher will send you a Progress Report after every 15 lessons where you will be able to see details about your English skills and how you have improved them. Your teacher will also write recommendations on how you can continue to improve, and set the goals for the next block of lessons.

If your course consisted of 20 lessons of 50min or more, you can request a Course Completion Certificate in line with the Common European Framework of Reference for Languages. Inform your teacher and we’ll do the rest!

Click here to see our full Terms and Conditions, Privacy Policy and Quality Assurance Policy

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