Refunds, cancellations, privacy, cookies, PAIA, and terms of service.
If you are not satisfied with your first paid lesson, you may request a refund within 7 days. All approved refunds are subject to a 15% fee to cover non-refundable cross-border transaction costs — except where you are a South African consumer exercising your statutory right of cancellation under section 44 of ECTA, in which case no fee is charged and you are refunded in full for lessons not yet delivered. Lessons already delivered are non-refundable.
South African consumers: Under section 44 of ECTA you have the right to cancel within 7 days without reason or penalty. Where you exercise this right, no 15% fee applies and you will be refunded in full for lessons not yet delivered. Lessons already delivered with your consent are not refundable. This statutory right takes precedence over the 15% fee described above.
To request a refund, email us at admin@internationalenglishinstitute.com with your name, the date of payment, and the reason for the request. Refunds are processed within 10 business days.
By selecting the monthly installment option at checkout, you are entering a fixed-term contract for the duration of your chosen package (3, 6, or 12 months). If you select a multi-lesson weekly frequency (e.g., 2 or 3 lessons per week), the total contract value and the monthly installment amount will be adjusted based on the standard per-lesson rate of your chosen package. You are legally and financially obligated to pay all monthly installments for the full duration of the contract. Early cancellation does not release you from this financial obligation. If you attempt to cancel early, the remaining balance of the contract is still due, subject to the standard 15% cancellation fee deduction outlined above. Access to live lessons and the library will be suspended if an installment is overdue by more than 7 days.
No cancellation fee will be charged if you are unable to attend a lesson because of the death or hospitalisation of you or an immediate family member, or of the person for whom the lesson was booked. Please contact us as soon as possible so we can make the necessary arrangements.
If a lesson cannot proceed because of a technical failure on our side, we will reschedule it at no additional cost. If a suitable alternative time cannot be found, that lesson will be refunded.
If you are a consumer resident in the European Union or the United Kingdom, you have a statutory right to cancel your purchase within 14 days of the contract being made, without giving a reason. This right applies to single lessons, packages, and library subscriptions. If you have asked us to begin delivering lessons during this 14-day period, you will be charged for lessons already delivered up to the point of cancellation, in proportion to the service supplied; the 15% refund fee does not apply to cancellations made under this statutory right. The remainder will be refunded. To exercise this right, email us at admin@internationalenglishinstitute.com.
We collect only the information you give us when you book a lesson or contact us: your name, email address, and any details you choose to share about your learning goals. We use this information solely to schedule and deliver your lessons and to respond to your enquiries.
Providing your personal information is voluntary. However, if you choose not to provide your name and email, we will not be able to schedule your trial lesson or deliver the service.
We do not sell or share your personal data with third parties for marketing. Payment details are handled by our payment processor; we never see or store your card information. If you would like your data deleted, email us at admin@internationalenglishinstitute.com and we will remove it within 30 days.
This site may use cookies and similar technologies. Cookies are small text files stored on your device that help the site function and, where applicable, allow embedded video players to work. Some cookies may be set by third-party services, such as video hosting platforms, when you interact with embedded content. We do not currently use advertising or analytics cookies. You can disable or delete cookies through your browser settings, though this may affect how embedded videos or other features function.
This manual is published in terms of section 51 of the Promotion of Access to Information Act 2 of 2000 (PAIA) and applies to International English Institute, a sole proprietorship operated by Lenethia Van Vuuren.
The Information Officer for this private body is Lenethia Van Vuuren. Requests for access to records should be directed to: admin@internationalenglishinstitute.com. The postal and street address for service is: International English Institute, Randburg, Johannesburg, South Africa.
The Information Regulator has published a Guide on how to use PAIA. A copy may be obtained from the Information Regulator's website (inforegulator.org.za) or by requesting it from the Information Officer at the email address above.
The following categories of records are available automatically without a formal PAIA request: published course and pricing information on this website; the Refund, Cancellation, Privacy, and Cookie policies on this page; and general contact information.
As a small online English school, this body holds records in the following categories: student records (names, email addresses, lesson bookings, learning plans, and progress notes); financial records (payment confirmations, invoices, and refund records); teaching materials (lesson plans, worksheets, video recordings, and library content); and correspondence (emails and messages from students and prospective students).
Certain records may be available under other legislation, including the Consumer Protection Act 68 of 2008 (where applicable to consumer transactions) and the Tax Administration Act 28 of 2011 (where applicable to tax records).
To request access to a record, submit the prescribed request form (Form C) to the Information Officer at the email address above. The current prescribed fees are available from the Information Regulator. You will be notified of any applicable fees before the request is processed. A decision will be provided within 30 days, subject to any extensions permitted by PAIA. If access is refused, you may lodge an internal appeal, complain to the Information Regulator, or apply to a court for relief.
Access may be refused on grounds set out in Chapter 4 of PAIA, including protection of third-party privacy, commercially sensitive information, legal privilege, and records that would endanger life or property.
This body processes personal information as described in the Privacy Policy above. Categories of data subjects include students, prospective students, and enquirers. Personal information may be shared with payment processors and video hosting providers as necessary to deliver the service. Some processing may involve cross-border transfer where service providers are located outside South Africa; such transfers are undertaken only where lawful under POPIA. Security safeguards include password-protected accounts and access limited to the Information Officer.
These terms are governed by the laws of South Africa.
Questions about any of these policies? Email us at admin@internationalenglishinstitute.com.
International English Institute