Refund Policy

Important information

This policy applies to courses and related services you purchase from Institution legal entity (to be confirmed) through https://english.tokentimes.jp/en/.

We review refund requests, communicate with you, calculate refunds, initiate payment, handle consumer complaints and bear lawful responsibility for our course sales and prepaid funds.

Global teacher, course content and technology partners may provide delivery records, attendance and lesson data, teacher records, technical logs and refund calculation assistance. They cannot replace us in approving or paying consumer refunds.

Before payment, confirm the actual payment, paid and complimentary lessons, lesson duration, teacher pool, validity, cancellation deadline, refund rules, seller and payment recipient in the order. More favourable consumer provisions in a specific order apply. Mandatory law takes precedence.

1. Definitions

1.1 Prepayment

Money paid before we supply courses repeatedly or continuously.

1.2 Paid lessons

Lessons purchased for actual payment.

1.3 Complimentary lessons

Lessons supplied free for promotions, referrals, events, compensation or other reasons.

1.4 Used lessons

These include completed lessons; late cancellations under rules prominently disclosed before purchase; learner absences; lessons prevented by user equipment, connection, incorrect time zone or failure to prepare as instructed, where the teacher was ready on time and fulfilled a reasonable waiting obligation; and other lessons properly treated as used under law and the order.

1.5 Unused paid lessons

Paid lessons not yet completed, expired or lawfully deducted and still capable of being supplied.

1.6 Actual amount paid

Money actually paid by the consumer for the order and received by us, excluding unpaid coupon value, platform subsidies and free promotional value.

1.7 Order

A course service order created at purchase and capable of being retained, identifying the product, price, paid and complimentary lessons, lesson duration, teacher pool, validity, cancellation and refund rules, payment recipient, policy version and user confirmation records.

2. Within seven days of payment

2.1 Seven-day repayment without giving a reason

For orders covered by China's prepaid-consumption rules, requests to repay prepaid principal within seven days of payment are handled according to applicable law. Legal exceptions may include consumers who, when entering into the prepaid contract, have already received the same course or service from us or another business, and other statutory exceptions.

2.2 Our more favourable arrangement

Except for separately customised services prominently identified before purchase, we normally return the actual order payment when all these conditions apply:

1. No more than seven days have passed since payment;
2. No paid lesson has been completed;
3. No other substantive paid entitlement has been used;
4. Separately priced customised services expressly commissioned by you have not begun;
5. There is no unauthorised payment, fraud or malicious exploitation of promotions.

2.3 Delivery already begun within seven days

Treatment of completed lessons, separately priced teacher matching, customisation or other services follows applicable law, the order, refund reason, actual delivery and more favourable consumer provisions. This does not reduce more favourable statutory rights.

3. Refunds after seven days

3.1 Reasons attributable to us

If our fault causes termination, invalidity, rescission, inability to perform or another lawful refund obligation, delivered lessons are normally valued at the actual discounted price, contractual discount ratio or a more favourable consumer arrangement. Refundable principal is normally:

We also handle interest and other responsibilities where required by law.

3.2 Reasons attributable to the consumer

For termination for personal reasons, under law and the order we may value used lessons at a reasonable standard price prominently disclosed before purchase and supported by actual transactions, the actual paid unit price, or a more favourable consumer arrangement.

We do not use a purported standard price that is clearly unreasonable, lacks actual transaction evidence, was not prominently disclosed before purchase or violates applicable law. Even when a standard price applies, the minimum refund is zero and we will not require additional payment beyond the remaining prepaid balance.

3.3 Significant objective changes

If learner health, relocation, major school arrangements or other significant changes not reasonably foreseeable at contracting make continued performance clearly unfair:

1. Both parties first negotiate in good faith;
2. Options include freezing, transfer, extension, course adjustment or termination;
3. Refunds reflect actual delivery, each party's responsibility, the order and law.

4. Refund calculation

4.1 Reasons attributable to us

Reference formula:

4.2 Reasons attributable to the consumer

Reference formula:

If the standard price is clearly unreasonable or lacks actual transaction evidence, lawful calculation may use the actual paid unit price or the market price of comparable services.

4.3 Explanation

The refund review must explain actual payment, paid and complimentary lessons, used lessons, the unit price, independent fees, refund payable and applicable rules.

5. Complimentary lessons and gifts

5.1 Unused complimentary lessons

They normally have no independent cash value, are not refunded separately and are normally cancelled when the corresponding order is refunded, terminated or expires.

5.2 Used complimentary lessons

We do not mechanically deduct inflated prices. We consider their reasonable value, the order amount, performance, refund reason, fault, good faith and law.

5.3 Physical or other gifts

The order must disclose value and return rules in advance. Undisclosed gifts cannot attract a newly imposed, clearly inflated deduction at refund. Gifts that cannot be returned or have reasonably been used are handled according to law and good faith.

6. Cancellation, lateness and absence

6.1 Timely cancellation

Cancellation at least 12 hours before the lesson means no lessons are deducted, the lessons are restored and you may book again. This includes cancellation exactly at the deadline.

6.2 Late cancellation

Cancellation less than 12 hours before the start is late cancellation and normally uses the lessons. A more favourable order provision applies where agreed.

6.3 Learner absence

If the learner has not entered [to be confirmed] minutes after the start and the teacher has waited on time, the learner is treated as absent and lessons are normally deducted.

6.4 Learner lateness

Lessons end at the original time and are not automatically extended for lateness.

6.5 Special circumstances

Medical emergencies, serious accidents or other reasonable circumstances may receive individual review on necessary supporting information. Unrelated sensitive materials are not required.

7. Teacher cancellation, lateness and replacement

7.1 Teacher cancellation

If a teacher cancels without a reasonable same-level replacement, no lessons are deducted, lessons are restored or the lesson is rescheduled free of charge.

7.2 Teacher lateness

If lateness materially affects the lesson, we make up time, reschedule free of charge or restore all or a proportion of the lessons.

7.3 Replacement

Changing teachers does not itself automatically create a cash refund. We make reasonable efforts to offer same-level replacements. If we persistently cannot supply reasonable teachers of the purchased level, consumers may request a different course or teacher pool, extended validity, restored lessons or a lawful refund of the unused paid portion.

8. Technical problems

8.1 Our or the core platform's fault

If a technical fault reasonably within our or the core teaching platform's control prevents normal teaching for more than ten minutes, we reschedule free of charge or restore lessons. Repeated, prolonged or serious faults preventing continued performance permit refund requests for undelivered services.

8.2 User causes

Problems involving user connection, equipment, camera or microphone, power, browser, software permissions, incorrect time zone or failure to meet technical requirements disclosed before purchase normally do not create a cash refund where the teacher supplied service on time. We consider logs, actual responsibility and fairness.

9. Validity, freezes and extensions

9.1 Validity

Package validity follows the order at purchase.

9.2 Our causes

If our services, teacher supply or the core platform prevent lesson use for a prolonged period, we reasonably extend validity, provide alternatives, restore lessons or lawfully handle undelivered services.

9.3 Consumer causes

Where lessons remain unused for personal reasons at expiry, continued service, extension or refund reflects the order, actual fault, feasibility and law. Expiry does not automatically remove rights expressly granted by law.

9.4 Freezing

Consumers may request a freeze for serious illness, extended travel, major school arrangements or other reasonable reasons. The number, duration and evidence requirements follow the order and must be reasonable.

10. Transfer

Following a lawful transfer of prepaid contract rights and notice to us, we reasonably assist in changing the learner, updating the account, verifying identity and checking guardianship of minors. We may prevent fraud, multi-user abuse, transfers that evade a single-user unlimited-use restriction and risks to minors. Standard terms must not unreasonably restrict normal transfers.

11. Other package charges

Platform services, brand or account implementation, materials, physical products, assessments, customised courses or other independent services must be separately listed in the order with price, whether work has started and refund treatment. Fees not separately listed cannot be newly deducted at refund. Completed, separately priced customised services follow the order and actual work completed.

12. How to apply

The order account holder should apply through:

• Account refund channel: To be confirmed by the institution
• Customer service email: To be confirmed by the institution
• Customer service phone: To be confirmed by the institution
• Other written channel: To be confirmed by the institution

Provide the order number, account information, reason, relevant lessons, original payment evidence, necessary identity or guardianship verification, and preferred solution. Do not send passwords, full bank-card numbers, unrelated identity documents or unnecessary sensitive child information.

13. Review and timing

13.1 Acknowledgment

After receiving complete materials, we normally acknowledge acceptance, request necessary supplements, or provide the review result and calculation within five business days.

13.2 Initiating payment

We normally initiate an approved refund within ten business days.

13.3 Arrival of funds

Actual timing depends on banks, payment providers, original payment routes, holidays and risk review. We provide reasonable assistance with enquiries.

13.4 Original payment route

Refunds normally return to the original paying account in the original order currency for the lawfully determined amount. If the route is unavailable, after identity and account security checks both parties agree another secure route in writing.

14. Invoices and payment fees

14.1 Invoices

Issued invoices require correction, return or other necessary tax procedures. A fixed percentage is not mechanically deducted solely because a paper invoice cannot be returned intact, unless a real tax expense or loss occurred, was prominently disclosed before purchase, is lawful and has a reasonable calculation basis.

14.2 Payment fees

Third-party fees may be reasonably handled under law only when actually incurred, not recoverable from the provider, prominently disclosed before purchase, permitted by law and supported by evidence.

15. Chargebacks and duplicate refunds

After a card chargeback or payment dispute, relevant accounts and undelivered services may be temporarily frozen only as necessary. Both parties must provide truthful order, lesson and refund records to the provider and must not fabricate evidence. The same order cannot receive duplicate refunds through both the platform and payment route. Lawful complaints, payment disputes and chargeback rights must not be unreasonably restricted.

16. Closure or inability to perform

If we cease operations, cannot continue services or face a major operating risk, we will:

1. Stop accepting prepayments we may be unable to fulfil;
2. Notify consumers promptly;
3. Offer continued performance, reasonable alternatives, course transfers or refunds;
4. Lawfully return the undelivered portion;
5. Not evade consumer responsibility because teachers, LingoDos Inc., TeachersABC or teaching platforms are third parties.

If a backend partner stops a service, we remain responsible for communicating and arranging a reasonable solution.

17. Records and evidence

We retain reasonable records of orders, policy versions, actual payments, paid and complimentary lessons, consumption counts and amounts, lesson balances, bookings and attendance, cancellation and restoration, refund requests, calculation explanations, approvals and payments. Consumers disputing records may lawfully request access and review. Without proper grounds, we will not refuse necessary records under our control that directly relate to the dispute.

18. Complaints and disputes

Refund entity:

Institution legal entity (to be confirmed)
Address: To be confirmed by the institution
Customer service email: To be confirmed by the institution
Customer service phone: To be confirmed by the institution

If negotiation fails, consumers may lawfully complain to consumer organisations or competent market, education or other authorities, bring proceedings before a competent people's court, or use other statutory dispute resolution. Nothing in this policy excludes mandatory consumer rights.