Terms of Service

Last updated: 14/10/2025

Key Terms Summary

• Credits never expire and are non-refundable once purchased
• Cancel lessons 24+ hours in advance for full credit refund
• Lessons are recorded for safety and quality - recordings deleted within 3 days
• Students must be respectful toward teachers and follow platform guidelines

1. Agreement to Terms

By creating an account with LU English, purchasing credits, or using our service, you agree to these Terms of Service and our Privacy Policy. If you do not agree, you may not use the service.

LU English is operated by LU English, located at:
9 Bartle House, Oxford Court, Manchester, M2 3WQ, United Kingdom.

2. Service Description

LU English provides online English instruction through live video lessons with qualified teachers. Our services include:

• One-on-one and group English lessons via video call
• A credit-based payment system for flexible scheduling
• Access to teachers with English teaching credentials
• Lesson booking and account management tools
• Pre-recorded courses with lifetime access
• Educational materials and resources
• AI-automated recording sharing and distribution

3. Eligibility & Account Registration

Age Requirements

To use our service, you must:

• Be at least 13 years old to register
• Students aged 13–15 require parental or guardian consent. Because credit purchases require a debit or credit card, we rely on payment by a legal adult as proof of parental/guardian consent

Excluded Jurisdictions

Important Notice:

Our services are not directed to or available for residents of the United Kingdom or the European Union. If you are located in the UK or EU, you must not create an account or use our services.

Registration Rules

• Provide accurate and complete registration information
• Maintain the security of your account credentials
• Notify us immediately of any unauthorized use of your account
• Accept responsibility for all activities under your account

4. Credit System & Payments

Credit Purchases

• Credits are purchased in advance and stored in your account
• Credits never expire and remain available until used
• Credits are non-refundable once purchased
• Different teacher tiers cost different amounts of credits per lesson
• Prices are displayed in your local currency at checkout

Payment Processing

Secure Payment Processing

All payments are processed securely through industry-leading payment processors:

• Stripe: PCI DSS Level 1 certified payment processing
• PayPal: Bank-level security with buyer protection
• Encryption: All payment data encrypted in transit and at rest
• No Storage: We never store your payment information on our servers

By making a purchase, you agree to the respective terms of service of Stripe and/or PayPal. We do not have access to your full payment details and cannot process refunds outside of our stated policies.

Refund Policy

No Credit Refunds

Credits are non-refundable once purchased under all circumstances. This policy applies to all credit purchases regardless of reason, including but not limited to:

• Change of mind or circumstances
• Technical difficulties
• Dissatisfaction with service
• Account closure or termination
• Force majeure events

5. Lesson Types & Policies

One-on-One Lessons

Private lessons provide personalized instruction tailored to your specific learning needs. Credit costs vary by teacher tier as outlined in our pricing structure.

Group Lessons

Group Lesson Guidelines

• Maximum 6 students per group lesson
• Credit cost is typically lower per student than one-on-one lessons
• All group participants must follow the same code of conduct
• Lessons proceed with minimum 2 students enrolled
• If minimum enrollment not met, lesson may be cancelled with full credit return

Group Lesson Cancellation Impact

Important: Late cancellations from group lessons affect other students. If your cancellation (less than 24 hours notice) causes the group to fall below minimum enrollment, you may be responsible for additional penalties or costs to compensate other affected students.

Cancellation Process

Required Cancellation Method

All lesson cancellations must be completed through your student dashboard only. The system automatically timestamps all cancellation requests. Cancellations made through any other method (email, phone, direct teacher contact) are not valid and will not be honored.

Booking & Attendance

Cancel 24+ Hours Before

Credits returned to your account for future use. Must be cancelled through student dashboard with valid timestamp.

Cancel Less Than 24 Hours

Credits are forfeited permanently. No exceptions under any circumstances.

Teacher-Initiated Cancellations

If a teacher cancels a lesson with less than 24 hours notice or fails to attend a scheduled lesson, credits will be automatically returned to your account. This policy ensures you are protected when circumstances are beyond your control.

Strict 24-Hour Policy

The 24-hour cancellation deadline is absolute and measured by dashboard timestamps. No exceptions will be made for any reason, including:

• Personal emergencies or illness
• Technical difficulties or internet issues
• Work conflicts or scheduling errors
• Family obligations or unexpected events
• Travel delays or transportation problems

This policy protects our teachers' livelihoods and ensures fair compensation for their reserved time.

No-Show Policy

If you miss a lesson without cancelling, credits are forfeited. Teachers will wait 10 minutes before marking a lesson as a no-show.

Lesson Rescheduling

To reschedule a lesson, cancel the existing booking (following cancellation policies above) and book a new time slot. Rescheduling requests made directly to teachers may not be honored.

Technical Issues

If technical problems prevent a lesson from occurring, contact support immediately. We will investigate and may provide replacement credits or lessons at our discretion.

6. Lesson Recording & Safety

Important: All Lessons Are Recorded

For the safety and protection of all users, every lesson is automatically recorded. By booking a lesson, you consent to this recording.

Recording Purpose

• Safety: Protect students and teachers from inappropriate behavior
• Quality Assurance: Monitor lesson quality and teaching standards
• Dispute Resolution: Resolve any conflicts or complaints
• Training: Help teachers improve their instruction methods

AI-Automated Recording Distribution

We use AI automation systems to process, distribute, and share lesson recordings. This includes automated email notifications, file processing, and secure link generation. By using our service, you consent to AI processing of your lesson recordings for these purposes.

Recording Access & Deletion

Recording Availability3 days after lesson

Email NotificationSent within 24 hours

Download OptionAvailable until deletion

Automatic Deletion3 days after lesson

You will receive an email notification with a secure link to view and download your lesson recording. After 3 days, recordings are permanently deleted from our systems.

7. Pre-Recorded Courses & Lifetime Access

Course Access

Pre-recorded courses purchased through LU English include lifetime access, subject to these terms:

• Access is personal and non-transferable
• Lifetime access means for the duration of the platform's operation
• Courses may be updated or modified without notice
• Access is contingent on compliance with these terms
• Technical delivery method may change (streaming vs. download)

Usage Restrictions

Strictly Prohibited:

• Sharing, distributing, or reselling course content
• Public posting or uploading to any platform
• Creating derivative works or modifications
• Commercial use or redistribution
• Circumventing access controls or DRM

8. Intellectual Property & Anti-Piracy

Copyright Protection

All content on LU English is protected by copyright, trademark, and other intellectual property laws. This includes but is not limited to:

• Live and recorded lesson content
• Pre-recorded courses and educational materials
• Teaching methodologies and curriculum
• Platform software, design, and functionality
• LU English branding, logos, and trademarks

Anti-Piracy Enforcement

Zero Tolerance Policy

We actively monitor for unauthorized distribution of our content and will pursue all legal remedies against violators, including:

• Immediate account termination and forfeiture of all credits
• Legal action for copyright infringement damages
• DMCA takedown notices against hosting platforms
• Criminal prosecution where applicable

Permitted Use

You may download and save personal lesson recordings and purchased course content for personal study only. Any other use requires written permission from LU English.

9. Technical Requirements & Security

Platform Specifications

Our platform utilizes 100ms video technology and proprietary classroom software designed to work on most modern devices. Minimum requirements:

• Browsers: Chrome 80+, Firefox 75+, Safari 13+, Edge 80+
• Operating Systems: Windows 10+, macOS 10.15+, iOS 13+, Android 8+
• Connection: Stable internet connection (5 Mbps recommended)
• Hardware: Camera, microphone, and speakers/headphones

User Security Obligations

You Are Responsible For:

• Maintaining device security and updated software
• Using secure networks (avoid public Wi-Fi for lessons)
• Not uploading files containing viruses or malware
• Reporting security incidents immediately
• Keeping login credentials confidential

Prohibited Uploads

Strictly Forbidden:

• Files containing viruses, malware, or malicious code
• Copyrighted material you don't own
• Inappropriate, offensive, or illegal content
• Large files that may disrupt platform performance
• Any content that violates third-party rights

Violation may result in immediate account suspension and legal action.

10. Code of Conduct

Student Responsibilities

• Treat teachers and staff with respect and professionalism
• Arrive on time and prepared for lessons
• Use appropriate language and behavior during lessons
• Respect teachers' time and expertise
• Follow technical requirements for smooth lesson delivery

Prohibited Behavior

• Harassment, discrimination, or inappropriate comments
• Recording lessons without consent (platform recordings are automatic)
• Sharing lesson content or teacher contact information
• Attempting to circumvent the platform for direct payment
• Disruptive behavior that interferes with learning
• Verbal abuse, threats, or aggressive behavior toward teachers
• Sexual harassment or inappropriate advances
• Discriminatory language based on race, gender, religion, or nationality

Teacher Protection Policy

Professional Standards & Safety

Our teachers are rigorously vetted professionals with advanced qualifications and extensive training. They deserve respect and professional treatment at all times.

• Teachers are trained to immediately disconnect from lessons if abuse occurs
• All incidents are automatically flagged for immediate review
• Lesson recordings provide evidence for any misconduct investigations
• Zero tolerance policy for any form of teacher harassment or abuse

Consequences

Immediate Actions for Misconduct:

• Lesson Termination: Teacher will disconnect immediately
• Credit Forfeiture: No credit refund for terminated lessons
• Account Review: Automatic investigation triggered
• Potential Suspension: Account may be suspended pending review
• Permanent Ban: Severe violations result in permanent platform exclusion
• Legal Action: Threats or severe harassment may be reported to authorities

Violation of our teacher protection policies may result in immediate account termination and forfeiture of all remaining credits.

11. Teacher Qualifications & Standards

All LU English teachers are:

• Native English speakers with advanced degrees
• Holders of teaching certificates from their home countries
• Fluent in at least one second language
• Trained in our teaching methodology
• Subject to background checks and ongoing quality monitoring

While we maintain high standards, individual lesson outcomes depend on student participation and effort. We do not guarantee specific learning results.

12. Account Termination

Your Right to Terminate

You may close your account at any time by contacting support. Upon account closure:

• Unused credits remain non-refundable
• Scheduled lessons will be cancelled according to cancellation policies
• Account data will be deleted according to our Privacy Policy
• Access to the platform will be terminated immediately

Our Right to Terminate

We may suspend or terminate accounts for violations of these terms, fraudulent activity, or behavior that harms other users or our platform. Specifically:

• Violations of these Terms
• Fraudulent activity
• Abuse toward teachers or staff

13. Limitation of Liability & Disclaimers

Service Disclaimers

LU English provides educational services on an "as is" and "as available" basis. Your learning outcomes depend on your commitment, practice, and active participation in the learning process. While we provide expert instruction and proven teaching methods:

Your Success Depends On You

Students who actively engage with lessons, practice regularly, and apply our teaching methods consistently see significant improvement in their English fluency. Your dedication to learning directly correlates with your progress and results.

Additional Disclaimers: Technical issues may affect service delivery and platform availability. Teacher availability and scheduling are subject to change. Course content may be modified or discontinued without notice. Third-party services (100ms, payment processors) may experience disruptions.

Liability Limitations

Maximum Liability:

Our total liability to you for any claims related to our service is limited to the total amount you have paid to LU English in the 12 months preceding the claim. We are not liable for:

• Indirect, consequential, special, or punitive damages
• Lost profits, revenue, or business opportunities
• Data loss or corruption
• Third-party actions or content
• Force majeure events beyond our reasonable control

These limitations do not override consumer rights that apply in your country of residence (except UK/EU, where our services are not offered).

14. Indemnification

You agree to indemnify, defend, and hold harmless LU English, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable legal fees) arising from:

• Your violation of these Terms of Service
• Your misuse of the platform or content
• Copyright infringement or intellectual property violations
• Harmful content you upload or share
• Your negligent or wrongful conduct
• Any false or misleading information you provide

15. Governing Law & Jurisdiction

Exclusive UK Jurisdiction

These Terms of Service are governed exclusively by the laws of England and Wales. Any disputes, claims, or legal proceedings must be brought in the courts of England and Wales.

Dispute Resolution Process

1. Direct Contact: First, contact us at privacy@luenglish.com to attempt resolution
2. Mediation: If unresolved, we may agree to mediation through a recognized UK mediation service
3. Legal Proceedings: Final disputes are subject to UK court jurisdiction only

Waiver of Class Actions

You agree that any disputes will be resolved individually and not as part of a class action, collective action, or representative proceeding.

16. Changes to Terms

We may update these Terms of Service to reflect changes in our service, legal requirements, or business practices. We will notify users of material changes by:

• Email notification to your registered address
• Prominent notice on our website
• In-platform notifications upon login

Continued use of the service after changes constitute acceptance of new terms.

17. Severability & Entire Agreement

Severability

If any provision of these terms is found to be unenforceable or invalid by a court of competent jurisdiction, the remaining provisions will remain in full force and effect.

Entire Agreement

These Terms of Service, together with our Privacy Policy, constitute the entire agreement between you and LU English regarding your use of our service. They supersede all prior agreements, understandings, or representations.

Assignment

You may not transfer or assign your rights under these terms. LU English may assign these terms or any rights hereunder without restriction.

18. Contact Information

For questions about these Terms of Service or to report violations:

LU English
9 Bartle House, Oxford Court
Manchester, M2 3WQ
United Kingdom
Email: privacy@luenglish.com

By using LU English, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.