(Live Online Classes and Class Bundles)
This policy applies to live online classes and class bundles provided by Zenezen. By completing a purchase, you confirm that you have read, understood, and agree to the terms below.
1. Nature of the services
Live online classes and class bundles are time-specific services delivered on fixed dates or over a defined period and are subject to minimum attendance requirements.
For this reason, statutory withdrawal rights under EU consumer law do not apply automatically. Any refund or cancellation rights described below are contractual and apply only as expressly stated.
2. If ZENEZEN cancels a class or bundle
We reserve the right to cancel a class or a class within a bundle if, for example:
- Minimum attendance is not reached
- A tutor becomes unavailable
- Technical or operational issues prevent delivery
If we cancel a class or bundle, you will be offered either:
- A full refund for the affected class or bundle, or
- The option to transfer to a future date or equivalent class, where available
Refunds are issued to the original payment method.
3. Contractual cancellation right – single live classes
You may cancel a booking for a single live class and receive a full refund only if both of the following conditions are met:
- The cancellation request is made no later than 14 days after purchase, and
- The cancellation request is made at least 7 days before the scheduled start of the class
If either condition is not met, no refund entitlement arises.
4. Cancellations after the refund window
Once 14 days have passed since purchase, or once the class start is within 7 days, whichever occurs first:
- No refunds are normally available, regardless of attendance or non-attendance
This policy reflects the limited capacity and minimum-attendance requirements of live classes.
5. Waiting lists and discretionary resales
If a class is fully booked and a waiting list exists, we may, at our discretion:
- Offer a refund only if your place is successfully resold, or
- Offer a transfer or credit for a future class
These options are discretionary and are not guaranteed.
6. After a class has started
Once a class has started:
- No refunds are available under any circumstances, except where the class is cancelled or materially disrupted by us.
7. Missed classes
Failure to attend a booked class is treated as non-attendance and does not entitle you to a refund.
Where available, we may at our discretion offer access to a recording or a future session. This is a goodwill gesture and not guaranteed.
8. Class bundles – specific terms
Class bundles provide access to multiple live classes at a discounted rate and are treated as a single composite service.
8.1 Refunds for bundles
You may cancel a class bundle and receive a full refund only if:
- The cancellation request is made within 14 days of purchase, and
- No class within the bundle has started
Once any class within the bundle has started, the right to cancel the bundle is lost and no refunds are available, including for unused or unattended classes.
8.2 Cancellation of individual classes within a bundle
If an individual class within a bundle is cancelled by us:
- You may attend a replacement class, or
- Receive a pro-rata refund or credit for that class, at our discretion
The remainder of the bundle remains valid.
9. Exceptional circumstances
We recognise that exceptional situations may arise, such as serious illness or bereavement.
If this applies, please contact us as soon as possible. While refunds cannot be guaranteed, requests will be considered on a case-by-case basis. Any remedy offered is discretionary.
10. Refund processing
Approved refunds are issued to the original payment method and may take 5–10 working days to appear, depending on your payment provider.
Refunds or credits are issued to the original purchaser only and are not transferable or redeemable for cash unless required by law.
Need help?
Contact us for questions related to refunds and returns.