Terms & Conditions | Intenso English

Our Terms & Conditions

By completing the payment and signing up to our program, you are agreeing to the following terms and conditions.

1. 100% Refund Policy (Progress Satisfaction)

We offer a Progress Guarantee, not a fluency guarantee.

You are eligible for a full refund (100%) only at the end of your 4th week if the following conditions are met:

You have attended at least 80% of your classes over the 4 weeks duration.
You have followed your coach's instructions and participated actively in your classes.
If those conditions are met and you haven't noticed any progress in your English fluency, we’ll honor the refund.

Important:

This refund policy is only applicable during your first 4 weeks in the program.
If you choose to continue beyond week 4 (whether you pay in installments/cash), we will assume you are satisfied with your progress, and you will no longer be eligible for a refund.

2. Freezing Policies

[Installments] Unfortunately, freezing is unavailable for all payments made in installments.
[4-week subscriptions] We offer a one-week freeze as a free benefit so you never feel like you’ve wasted a week if life gets busy. Freezes start on Sundays and end on Wednesdays to keep classes running smoothly.
[12/16 week subscriptions] You can take up to 4 full consecutive weeks off for emergencies or travel, in order for us to do so; please give us 1 week notice. We’ll always do our best to keep you with your same coach when you return, however we can not always guarantee it.
P.S. Please note that if you freeze for 4 weeks, we can't always guarantee you a slot with the same coach (we will do our best to do so though).

3. Partial Refund Policies & Emergencies

Before Official Start Date: If you pay but cannot start the program for any reason, a 1,000 L.E. administrative fee will be deducted. The remaining amount will be refunded, provided you notify us at least 24 hours before your official start date.

On Official Start Date: Your subscription is considered active, regardless of attendance status.

Within the first 2 weeks: You may request a partial refund in the case of an emergency.

Deductions: 1,000 L.E. admin fee + 500 L.E. per week regardless of actual attendance throughout that week, "weeks" officially start on Sunday and End on Wednesday (for example : cancellation throughout week 1 → 1,000 + 500 = 1,500 L.E. deduction, cancellation throughout Week 2 → 1,000 + 1,000 (2 weeks) = 2,000 L.E. deduction)

After the first 2 weeks: No partial refunds allowed until the end of your subscription. (Exception: 100% Money-Back Guarantee policy, please refer to our first policy).

Transfer Options: If an emergency prevents you from continuing after starting, you may transfer your subscription to a qualified friend or family member.

Limitations: While we will do our best to support students facing genuine emergencies, we cannot guarantee a solution in every case.

4. Classes Missed By Coaches

If a coach misses a class due to an emergency or approved time off, the class will be rescheduled on Thursday or Saturday at the same time (depending on coach–student availability).
If you are unable to attend the rescheduled session, please contact our Customer Support team. In such cases, we will provide compensation in the form of either a monetary refund or additional class credit(s), depending on what best fits your needs and our business requirements.

5. Privacy & Recordings

All classes, coaching calls, and phone calls may be recorded for quality and marketing purposes.

If you do not wish to appear in our marketing content (voice/video), please notify us via WhatsApp so we can exclude you from any published materials.

6. Behavior, Conduct & Classroom Rules

We maintain a zero-tolerance policy for bullying, harassment, disrespectful or inappropriate behavior at our academy.
Students who behave inappropriately may be removed from the program & community without eligibility for a refund.
Please ensure you have a stable internet connection, a proper microphone and a functioning camera to ensure a smooth educational experience.