BOOKING TERMS AND CONDITIONS

Last updated: 21/06/2026

1. Provider information

These Booking Terms and Conditions govern the purchase and delivery of online English lessons and related educational services provided under the trading name English with Mandy.

Provider: [FULL LEGAL NAME]
Tax identification number: [NIF/NIE/CIF]
Professional address: [FULL ADDRESS, SPAIN]
Email: [BOOKING/CONTACT EMAIL]
Telephone: [TELEPHONE, IF APPLICABLE]

The words “provider”, “teacher”, “English with Mandy”, “we”, “us” and “our” refer to the person or entity identified above.

“Customer” means the person making the booking or purchasing the service. “Student” means the person attending the lesson. The customer and student may be different persons.

2. Scope and acceptance

These Terms apply to individual lessons, trial lessons, lesson packages, group lessons and any related service expressly offered through the website or booking system.

Before completing a purchase, the customer must be given the opportunity to:

• review the essential characteristics of the service;
• see the total price and applicable currency;
• correct booking errors;
• review these Terms and the Privacy Policy;
• expressly confirm that the order creates an obligation to pay.

By completing the booking, the customer confirms that they have read and accepted these Terms.

Marketing consent, recording consent and other optional permissions must not be made a condition of purchasing an ordinary lesson unless genuinely necessary for that service.

3. Eligibility and authority to book

Customers must be at least 18 years old and have legal capacity to enter into a contract.

A person booking on behalf of another adult confirms that they have authority to do so.

Lessons for students under 18 must be booked or expressly authorised by a parent or legal guardian. The adult making the booking:

• enters into the contract;
• accepts financial responsibility;
• confirms that they have authority to act for the child;
• must provide accurate age and contact information;
• must ensure that the child follows these Terms.

The provider may request reasonable evidence of parental or guardian authority.

4. Description of services

The service purchased will be the service described during booking and in the confirmation email, including where applicable:

• lesson type;
• individual or group format;
• duration;
• date and time;
• number of lessons;
• price;
• package expiry;
• video platform;
• included materials;
• cancellation conditions.

Lessons are educational services and do not guarantee any particular examination mark, qualification, language level, employment result or rate of progress.

5. Booking process

The customer must select the service, choose an available time where applicable, provide the required information, review the order, accept the Terms and complete payment or another authorised payment arrangement.

The customer must check all details before submitting the order.

Receipt of an automated request or payment authorisation does not necessarily mean that the booking has been accepted. The contract is concluded when the customer receives an express booking confirmation from English with Mandy.

If a booking cannot be accepted, any amount already captured will be refunded using the original payment method, unless another method is agreed.

6. Booking confirmation

The confirmation will normally be sent electronically and should include or provide access to:

• the service purchased;
• the date, time and time zone;
• the price and currency;
• payment confirmation;
• applicable cancellation information;
• these Terms or a durable copy of them;
• contact details;
• where applicable, information about the statutory right of withdrawal.

Customers must contact [EMAIL] promptly if the confirmation contains an error.

7. Prices, taxes and currency

Prices are those displayed and accepted at checkout.

The checkout must clearly state:

• the total price;
• the applicable currency;
• whether taxes are included;
• any mandatory additional charge.

No optional additional payment will be charged without the customer’s express consent.

International customers may be charged currency-conversion, card or banking fees by their own financial institution. Such third-party charges are not controlled by English with Mandy.

A clear pricing error may be corrected before the contract is confirmed. A confirmed booking will not be cancelled merely because the provider later wishes to charge a higher price, except where the customer knew or reasonably should have known that the displayed amount was an obvious error.

8. Payments

Payment must be made using a method offered during checkout.

Payments are processed through [PAYMENT PROVIDER]. The payment provider may apply its own terms, fraud controls and privacy practices.

The customer confirms that:

• they are authorised to use the payment method;
• the billing information is accurate;
• sufficient funds are available;
• the transaction is lawful.

A booking may be suspended where payment is declined, reversed, disputed or reasonably suspected to be fraudulent.

Nothing in these Terms limits a customer’s lawful right to challenge an unauthorised or incorrectly processed card transaction.

9. Invoices

Invoices or payment receipts will be issued electronically using the information provided by the customer.

Customers requiring specific billing details must provide them before the invoice is issued. Changes requested afterwards may be subject to legal and accounting limitations.

10. Lesson times and time zones

Lesson times will be shown in the time zone specified during booking or in the confirmation.

The customer is responsible for checking:

• the displayed time zone;
• local daylight-saving changes;
• the corresponding local time;
• the accuracy of calendar imports and reminders.

The time stated in the final booking confirmation will prevail.

Automated reminders are a convenience only. Failure to receive a reminder does not cancel the booking or excuse non-attendance.

11. Technical requirements

The student is responsible for having:

• a suitable device;
• a stable internet connection;
• working audio and, where required, video;
• current compatible software;
• access to the agreed video platform;
• a quiet and appropriate learning environment.

The student should test the equipment before the lesson.

The provider is not responsible for failures caused solely by the student’s device, connection, software, account or local environment.

12. Joining the lesson, lateness and absence

Students should join at the scheduled time using the authorised link or account.

If the student is late, the lesson will normally still finish at the original scheduled time.

If the student has not joined after [10/15] minutes and has not contacted the teacher, the lesson may be treated as a no-show.

A no-show or late arrival does not normally entitle the customer to an extension, replacement lesson or refund, subject to statutory rights and any exception agreed by the provider.

The teacher should make a reasonable attempt to verify whether a connection problem exists before marking a student absent.

13. Customer cancellations and rescheduling

A customer may cancel or request to reschedule through [BOOKING PLATFORM/EMAIL].

The standard operational policy is:

• requests received at least [24/48] hours before the lesson: [FREE RESCHEDULING / CREDIT / REFUND POLICY];
• requests received less than [24/48] hours before the lesson: [LESSON IS CHARGED / PARTIAL CREDIT POLICY];
• no-show: the lesson is charged in full;
• repeated rescheduling: may be limited to [NUMBER] changes per booking.

These operational cancellation rules are separate from the statutory right of withdrawal described below.

A cancellation or rescheduling request is effective when it is received through the designated channel, not when it is sent to an unmonitored social-media account.

More favourable terms displayed for a particular product or promotion will apply to that product.

14. Cancellation or rescheduling by the provider

The provider may need to cancel or reschedule because of illness, emergency, technical failure or another reasonable circumstance.

Where the provider cancels, the customer will normally be offered:

• a replacement lesson at a mutually acceptable time;
• credit for another lesson; or
• a refund for the affected undelivered lesson.

The customer will not be required to accept a materially different service.

The provider is not liable for unrelated costs incurred by the customer, except where liability cannot legally be excluded.

15. Lesson packages and credits

Where a package is purchased:

• the number and duration of lessons will be stated at checkout;
• lessons must be used before [EXPIRY PERIOD/DATE];
• the customer is responsible for booking sessions sufficiently early;
• unused lessons after expiry will be handled according to the package description and applicable law;
• package credits may not be transferred, shared or resold without written permission;
• promotional or discounted packages may have specific conditions clearly disclosed before purchase.

Any expiry period must be reasonable, transparent and displayed before payment.

Where the provider is unable to deliver remaining lessons, the customer will receive an appropriate refund or alternative remedy for the undelivered portion.

16. Statutory right of withdrawal

This section applies where the customer qualifies as a consumer and has a statutory right to withdraw from a distance contract.

The customer generally has 14 calendar days from the date the contract is concluded to withdraw without giving a reason.

To exercise the right, the customer must send a clear statement to:

[LEGAL NAME]
[POSTAL ADDRESS]
[WITHDRAWAL EMAIL]

The customer may use the model form below, but use of the form is not compulsory.

Starting lessons during the withdrawal period

Where a lesson is scheduled to begin before the 14-day period has ended, the customer must expressly request early performance.

The checkout should include an unticked statement substantially equivalent to:

I expressly request that the service begin before the end of the 14-day withdrawal period. I understand that, if I withdraw after performance has begun, I may be required to pay a proportionate amount for services already supplied. If the service is fully performed, I acknowledge that I may lose my right of withdrawal once full performance has taken place.

If the customer withdraws after expressly requesting that performance begin, the customer may be charged an amount proportionate to the service already provided.

Where the service has been fully performed during the withdrawal period, the right of withdrawal may be lost only where the legally required prior consent and acknowledgement were properly obtained.

Operational cancellation deadlines do not remove statutory withdrawal rights.

Effects of withdrawal

Where withdrawal is valid, payments subject to reimbursement will be returned without undue delay and within the legally applicable period, using the original payment method unless another method is expressly agreed.

No fee will be charged for the reimbursement itself, although the customer’s bank or payment provider may apply its own charges.

Model withdrawal form

To: [LEGAL NAME, POSTAL ADDRESS AND EMAIL]

I hereby give notice that I withdraw from my contract for the following service:

Service:
Booking or order number:
Date of contract:
Customer name:
Customer address:
Student name, if different:
Signature, only if submitted on paper:
Date:

17. Refunds

Refunds will be made where required by these Terms or applicable law.

Approved refunds will normally be sent through the original payment method. Processing times may depend on the payment provider and the customer’s financial institution.

The provider may deduct only amounts that may lawfully be retained, including, where applicable, the proportionate value of a service already provided after a valid request for early performance.

A refund will not normally be issued merely because the student changes their mind outside an applicable withdrawal or cancellation period.

18. Children, safeguarding and parental responsibility

Lessons must take place in a safe, appropriate and respectful environment.

For younger students, the parent or guardian must:

remain reasonably available during the lesson;
ensure that the child joins from an appropriate location;
supervise device use according to the child’s age;
prevent unauthorised persons from entering the session;
provide an emergency contact where reasonably requested;
inform the provider of relevant accessibility or safeguarding needs.

The teacher is not providing childcare or continuous physical supervision.

The provider may pause or end a lesson where there is a reasonable concern about safety, inappropriate conduct, unauthorised recording, lack of suitable supervision or the presence of an unidentified person.

Where the provider reasonably believes that a child is at immediate risk, relevant information may be shared with the parent, guardian, emergency services or competent authority where lawful and necessary.

19. Conduct during lessons

Students, customers and anyone present during a lesson must behave respectfully.

The following are prohibited:

harassment, threats or discriminatory conduct;
sexual, violent or seriously inappropriate behaviour;
deliberate disruption;
sharing offensive or unlawful content;
impersonation;
unauthorised attendance by third parties;
recording or broadcasting the lesson without permission;
sharing private meeting links;
infringement of educational-material rights.

The provider may end or suspend a lesson immediately where conduct creates a safety, privacy or serious professional concern.

Where termination results from a serious breach by the customer or student, no refund is due for the affected lesson except where required by law.

20. Video-conferencing privacy and recording

Lessons may be delivered through [VIDEO PLATFORM].

Meeting links are personal and must not be published or shared.

Neither party may record, photograph, screenshot, livestream, transcribe or distribute a lesson without prior authorisation and a valid data-protection basis.

Optional recordings require separate information and consent. Additional safeguards apply where a student is a child.

The customer acknowledges that the video-platform provider may process technical information under its own terms and privacy arrangements.

21. Educational materials and intellectual property

Lesson materials supplied by the provider are licensed to the student solely for personal educational use.

Unless expressly authorised, materials may not be:

shared with other persons;
uploaded publicly;
copied for commercial use;
sold or sublicensed;
used to train an artificial-intelligence system;
incorporated into another course;
recorded or redistributed.

The student retains ownership of original work they create, while granting the provider permission to review, correct and use it solely for delivering the lessons.

Public use of student work, testimonials, names, images or recordings requires separate appropriate permission.

22. Confidentiality

The provider will treat information shared during lessons with appropriate professional confidentiality, subject to legal obligations and safeguarding requirements.

Students should avoid disclosing unnecessary sensitive, financial or private family information.

Confidentiality cannot be guaranteed where the student chooses an environment in which other people can hear or observe the lesson.

23. Accessibility and learning needs

Customers are encouraged to communicate relevant accessibility or learning requirements before booking.

Reasonable efforts will be made to adapt the service where practicable. The provider does not guarantee that every requested accommodation can be supplied but will discuss appropriate options in good faith.

Only information necessary to assess and implement the accommodation should be provided.

24. Changes to services

Minor changes may be made where they do not materially reduce the service.

Material changes affecting a confirmed booking will be communicated in advance where possible. The customer will be offered an appropriate remedy where the change materially differs from what was purchased.

25. Third-party services

The booking, payment and video-conferencing systems may be operated by third parties.

English with Mandy is responsible for delivering the contracted educational service but is not responsible for an independent third party’s acts or omissions beyond the extent required by law.

Customers must comply with any reasonable terms necessary to use the relevant platform.

26. Force majeure

Neither party will be liable for delay or failure caused by circumstances beyond reasonable control, such as widespread internet or electricity outages, natural disasters, serious illness, public emergencies, governmental measures, war, civil disruption or failure of essential third-party infrastructure.

The affected party must notify the other party where reasonably possible.

Where performance cannot be completed within a reasonable period, the customer will be entitled to an appropriate remedy for services not supplied.

27. Liability

The provider is responsible for delivering the service with reasonable professional care.

Nothing in these Terms excludes or limits liability that cannot legally be excluded, including mandatory consumer rights or liability arising from fraud, wilful misconduct, gross negligence, personal injury or breach of a statutory obligation.

Subject to mandatory law, the provider is not liable for:

failure caused solely by the student’s equipment or internet connection;
inaccurate information supplied by the customer;
unauthorised access caused by the customer sharing links or credentials;
educational outcomes that were not expressly guaranteed;
indirect or unforeseeable loss unrelated to a breach by the provider.

Any limitation will be interpreted narrowly and only to the extent legally enforceable.

28. Complaints

Complaints should first be sent to:

Email: [COMPLAINTS EMAIL]
Postal address: [POSTAL ADDRESS]

The complaint should include the customer’s name, booking reference, relevant dates and a clear explanation of the requested resolution.

The provider will acknowledge and address complaints within a reasonable period.

Consumers may also contact the competent consumer-protection authority or an accredited alternative dispute-resolution body where available.

ADR participation statement: [STATE WHETHER THE PROVIDER IS COMMITTED OR REQUIRED TO USE A SPECIFIC ACCREDITED ADR ENTITY, AND IDENTIFY IT.]

The discontinued European Online Dispute Resolution platform must not be listed as an active complaint channel.

29. Applicable law and consumer jurisdiction

These Terms are governed by Spanish law.

For consumers residing outside Spain, this choice does not remove any mandatory protections granted by the law of their habitual residence.

Disputes will be submitted to the courts determined by applicable law. Where consumer law permits the customer to bring proceedings in the courts of their domicile, that right is preserved.

30. Contract language

The contract may be offered in [ENGLISH / SPANISH / BOTH].

Where several language versions exist, the following version will be used for interpretation: [LANGUAGE], except where mandatory law requires otherwise.

The customer should not complete a booking unless they understand the information and contractual terms presented.

31. Changes to these Terms

These Terms may be updated for future bookings.

The version accepted when a booking is confirmed will continue to govern that booking unless a later change is legally required or expressly accepted by both parties.

32. Severability and waiver

If any provision is held invalid or unenforceable, the remaining provisions will continue in effect.

Failure to enforce a provision on one occasion does not constitute a permanent waiver of that provision.

33. Entire agreement

The confirmed booking, its specific service description, these Terms and any expressly incorporated policy form the agreement between the provider and customer.

Where specific booking information conflicts with these general Terms, the specific information will prevail, subject to mandatory law.

34. Contact

English with Mandy
[LEGAL NAME]
[POSTAL ADDRESS]
[CONTACT EMAIL]
[TELEPHONE, IF APPLICABLE]