BOOKING TERMS AND CONDITIONS
Last updated: 12/10/2026
1. Provider information
These Booking Terms and Conditions govern the purchase, booking and delivery of online English lessons and related educational services provided under the trading name English with Mandy.
Provider: Mandy Wieser
Trading name: English with Mandy
Tax identification number: Z2354479C
Professional address: Calle San Nicolas 27, Piso 3 Der., 03801 Alcoy, Alicante, Spain
Email address: contact@englishwithmandy.com
Telephone number: +34 691 31 70 77
In these Terms, “English with Mandy”, “provider”, “teacher”, “we”, “us” and “our” refer to Mandy Wieser.
“Customer” means the person purchasing or booking the service.
“Student” means the person attending the lesson. The customer and student may be different persons.
2. Scope of these Terms
These Terms apply to online English lessons, trial lessons, lesson packages and other educational services expressly offered through englishwithmandy.com or its booking system.
Before completing a purchase, the customer will be given the opportunity to review the relevant information about the service, including:
- the main characteristics of the service;
- the price and currency;
- any applicable taxes or mandatory charges;
- the number and duration of lessons, where applicable;
- package validity, where applicable;
- cancellation and rescheduling conditions;
- the right of withdrawal, where applicable;
- these Booking Terms and Conditions.
Where a purchase creates an obligation to pay, this will be clearly indicated before the order is submitted.
The Privacy Policy is made available separately and explains how personal data is processed. Acceptance of the Privacy Policy is not treated as consent to optional processing such as marketing or lesson recording.
3. Who may purchase lessons?
Customers purchasing services must normally be at least 18 years old and legally capable of entering into a contract.
Where a customer purchases a lesson for another adult, the customer confirms that they are authorised to provide the information required for the booking.
Lessons for students under 18 must ordinarily be purchased or authorised by a parent or legal guardian.
The adult responsible for the booking:
- enters into the contractual relationship;
- accepts responsibility for payment;
- confirms that they are authorised to act on behalf of the minor;
- must provide accurate information necessary to deliver the lesson;
- must ensure that the student follows these Terms where appropriate.
English with Mandy may request reasonable information where necessary to verify parental or guardian authority.
4. Description of the services
The service purchased will be the service described on the website, during checkout and in the relevant purchase or booking confirmation.
Depending on the service, this may include:
- lesson type;
- lesson duration;
- one-to-one format;
- number of lessons;
- price;
- package validity;
- booking conditions;
- lesson date and time;
- online materials;
- teacher notes or feedback;
- review tasks or homework;
- use of an online video-conferencing platform.
English lessons are educational services.
No particular examination result, language level, qualification, employment outcome or rate of progress is guaranteed.
5. Purchases, packages and appointment bookings
A distinction is made between purchasing a service and booking an individual appointment.
Individual lessons
Where an individual lesson is purchased and booked at the same time, the contract is concluded when the purchase is accepted and the customer receives confirmation.
If the booking system indicates that the appointment is Pending, the requested time slot is not finally confirmed until English with Mandy approves it.
If an individual paid booking cannot be accepted, the customer will be offered an alternative appointment or a refund of the amount paid.
Lesson packages
Where a lesson package is purchased, the contract for the package is concluded when payment is successfully completed and the customer receives purchase confirmation.
The customer does not need to schedule all lessons at the time the package is purchased.
The remaining lessons may be booked individually at a later date, subject to availability and the conditions of the package.
An individual appointment booked using a package may be placed in Pending status and may require approval before it becomes a confirmed appointment.
Booking an appointment using an existing package credit does not constitute a new purchase of that lesson.
6. Booking confirmation
Purchase and booking confirmations will normally be sent electronically.
Depending on the type of transaction, the confirmation may include or provide access to:
- the service purchased;
- the number of lessons purchased;
- remaining package credits;
- appointment date and time;
- time zone;
- price and currency;
- payment status;
- booking status;
- cancellation and rescheduling information;
- lesson or Zoom access information;
- these Terms;
- information concerning the statutory right of withdrawal, where applicable.
Customers should promptly report any incorrect information to:
7. Prices, taxes and currency
Prices applicable to a purchase will be displayed before payment.
Before the customer places an order, the checkout will clearly show:
- the total price;
- the currency;
- whether applicable taxes are included;
- any mandatory additional charge, where applicable.
No optional additional payment will be added without the customer’s express consent.
Customers using a payment method or account denominated in another currency may incur conversion or banking fees charged independently by their bank or payment provider.
English with Mandy does not control those charges.
An obvious pricing or technical error may be corrected before a purchase is accepted.
Nothing in this section limits rights available to consumers under mandatory law.
8. Payment
Payments may be processed through Stripe or another payment method clearly identified during checkout.
The payment processor may apply its own security, fraud-prevention and privacy procedures.
English with Mandy does not normally receive or store complete payment-card details where payment is processed directly by the payment provider.
The customer confirms that:
- they are authorised to use the selected payment method;
- the billing information provided is accurate;
- the payment is lawful.
A purchase or booking may be suspended or rejected 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 transaction.
9. Invoices and receipts
Invoices or payment receipts may be issued electronically using the information supplied by the customer.
Customers who require particular billing details should provide them accurately when requested.
Changes requested after an invoice has been issued may be subject to applicable tax and accounting requirements.
10. Lesson times and time zones
Lessons are provided online and customers may book from different countries and time zones.
The booking system or booking confirmation will indicate the relevant lesson time and time zone.
Customers are responsible for checking:
- the displayed time zone;
- their corresponding local time;
- daylight-saving changes;
- calendar imports and reminders.
The time stated in the final confirmed booking will apply.
Automated reminders are provided as a convenience. Failure to receive a reminder does not by itself cancel the booking.
11. Technical requirements
The student is responsible for having:
- a suitable device;
- a sufficiently stable internet connection;
- working audio;
- video where required for the lesson;
- compatible software or browser;
- access to the agreed video-conferencing platform;
- an appropriate environment in which to attend the lesson.
Students should test their equipment before the lesson.
English with Mandy is not responsible for a lesson being disrupted solely because of problems with the student’s device, internet connection, software, account or local environment.
Where the problem arises from English with Mandy’s systems or from circumstances for which the provider is responsible, a reasonable alternative arrangement will be offered.
12. Joining the lesson, lateness and no-shows
Students should join the lesson at the scheduled time using the authorised meeting link or booking information.
If a student arrives late, the lesson will normally still finish at the originally scheduled time.
If the student has not joined 15 minutes after the scheduled start time and has not contacted the teacher, the lesson may be treated as a no-show.
Before marking the lesson as a no-show, the teacher will make a reasonable attempt to determine whether there is an identifiable connection or technical problem.
A student no-show does not normally entitle the customer to a refund, replacement lesson or restoration of a package credit, except where required by law or expressly agreed by English with Mandy.
13. Customer cancellation and rescheduling policy
The following policy applies to ordinary appointment cancellations and rescheduling. It is separate from the statutory right of withdrawal explained later in these Terms.
At least 24 hours before the lesson
A confirmed appointment may be cancelled or rescheduled without losing the lesson.
For a lesson booked using a package:
the lesson credit will be returned to the customer’s available package balance.
For an individually purchased lesson:
the amount paid may be retained as credit for another lesson or the appointment may be rescheduled without an additional lesson charge.
A cash refund is not automatically provided for an ordinary cancellation outside the statutory withdrawal period unless English with Mandy agrees otherwise or a refund is required by law.
Less than 24 hours before the lesson
A cancellation or rescheduling request received less than 24 hours before the scheduled lesson will normally result in the lesson being charged.
For a package booking, the lesson credit will normally be treated as used.
For an individually purchased lesson, the payment will normally not be refunded or transferred to another appointment.
No-show
A no-show is charged in full.
If the lesson was booked using a package, the corresponding package credit will be treated as used.
How to cancel or reschedule
Where available, the customer may use the customer booking area to cancel or reschedule.
Requests may also be sent to:
The request is effective when received through an authorised booking or contact channel.
Messages sent to unmonitored social-media accounts are not considered an official cancellation channel.
More favourable cancellation conditions expressly offered for a particular service or promotion will prevail for that service.
14. Cancellation or rescheduling by English with Mandy
English with Mandy may occasionally need to cancel or reschedule a lesson because of illness, emergency, technical problems or another reasonable circumstance.
Where English with Mandy cancels a lesson, the customer will be offered, as appropriate:
- a replacement lesson at a mutually acceptable time;
- restoration of the package credit;
- a credit for a future lesson; or
- a refund for the affected lesson.
A lesson cancelled by English with Mandy will not be deducted from a lesson package.
The customer will not be required to accept a materially different service.
15. Lesson packages
The number of lessons and lesson duration included in a package will be clearly stated before purchase.
Unless a different period is clearly indicated before payment, package lessons must be used within 12 months from the date the package is purchased.
Customers are responsible for booking their lessons sufficiently in advance of the expiry date.
Package credits:
- are intended for the student for whom the package was purchased;
- may not normally be sold, transferred or shared without prior authorisation;
- are reduced when a lesson is completed or treated as used under the cancellation/no-show rules;
- are restored where a qualifying cancellation is made at least 24 hours in advance.
Where English with Mandy’s availability makes it unreasonable or impossible for the customer to use valid remaining lessons before expiry despite reasonable attempts to book them, an appropriate extension or other remedy will be offered.
Where English with Mandy is unable to provide remaining prepaid lessons, the customer will be entitled to an appropriate refund or alternative remedy for the undelivered portion.
16. Statutory right of withdrawal
This section applies where the customer is a consumer and Spanish or other applicable consumer legislation provides a statutory right of withdrawal.
For distance contracts for services, the customer generally has 14 calendar days from the date the contract is concluded to withdraw without giving a reason, subject to the exceptions and conditions established by law. BOE
This statutory right is separate from the 24-hour appointment cancellation policy.
How to exercise the right
The customer must communicate an unequivocal decision to withdraw before the withdrawal period expires.
The communication may be sent to:
Mandy Wieser – English with Mandy
Professional address: Calle San Nicolas 27, Piso 3 Der., 03801 Alcoy, Alicante, Spain
Email: contact@englishwithmandy.com
Telephone: +34 691 31 70 77
The customer may use the model withdrawal form included below, but use of the form is not compulsory.
Beginning lessons during the withdrawal period
If the customer wishes a lesson or other paid service to begin before the 14-day withdrawal period has expired, English with Mandy may require an express request for early performance.
Where appropriate, the customer may be asked to confirm a statement substantially equivalent to:
“I expressly request that the service begin before the end of the statutory withdrawal period. I understand that, if I withdraw after performance has begun, I may be required to pay an amount proportionate to the services already supplied. I also understand that, once the service has been fully performed, I may lose my right of withdrawal where the legal requirements for that loss have been met.”
Where performance has begun at the customer’s express request and the customer subsequently exercises the right of withdrawal, the customer may be required to pay an amount proportionate to the part of the service already provided. BOE
Where a service has been completely performed during the withdrawal period, the right of withdrawal may be lost where the customer’s prior express consent and acknowledgement were obtained as required by law. BOE
For a lesson package, use of one or more lessons during the withdrawal period does not automatically mean that all remaining lessons have been performed. Any amount lawfully retained following withdrawal will take account of services actually supplied.
Refund following valid withdrawal
Where withdrawal is valid, refundable amounts will be returned without undue delay and within the period required by applicable law, normally using the same payment method used for the original transaction unless the customer expressly agrees otherwise.
17. Model withdrawal form
Customers may use the following form if they wish to exercise a statutory right of withdrawal:
To: Mandy Wieser – English with Mandy
Professional address: Calle San Nicolas 27, Piso 3 Der., 03801 Alcoy, Alicante, Spain
Email: contact@englishwithmandy.com
I hereby give notice that I withdraw from my contract for the following service:
Service:
Order or package reference:
Date of contract:
Customer name:
Customer address:
Student name, if different:
Signature, only if this form is submitted on paper:
Date:
A customer may instead send any other unequivocal statement clearly communicating their decision to withdraw. The statutory model expressly permits either the model form or another clear statement. BOE
18. Refunds
Refunds will be issued where required under:
- these Terms;
- the statutory right of withdrawal;
- applicable consumer law;
- an express agreement with English with Mandy.
Approved refunds will normally be made using the original payment method.
Processing times after a refund has been issued may depend on Stripe, the customer’s bank or another payment provider.
English with Mandy will not charge a separate fee merely for issuing an approved refund.
Where a lesson package has been partially used and a refund is legally due, the amount may be adjusted to account for services lawfully supplied before cancellation or withdrawal.
19. Lessons involving minors
Lessons involving minors must take place in a safe and appropriate environment.
A parent or guardian should:
- ensure that the child has appropriate access to the lesson;
- remain reasonably available where appropriate for the child’s age;
- supervise the child’s device use where necessary;
- prevent unauthorised persons from accessing the session;
- provide appropriate emergency contact information where reasonably requested;
- communicate any relevant accessibility or safeguarding needs.
English with Mandy provides an educational service and does not provide childcare or physical supervision.
A lesson may be paused or ended where there is a reasonable concern involving safety, inappropriate conduct, unauthorised recording or another serious safeguarding issue.
Where English with Mandy reasonably believes that a minor is at immediate risk, relevant information may be disclosed to a parent or guardian, emergency services or another competent authority where lawful and necessary.
20. Behaviour during lessons
Students, customers and other persons present during a lesson must behave respectfully.
Harassment, threats, discriminatory behaviour, sexual or violent conduct, deliberate disruption, unlawful content, impersonation, unauthorised attendance, sharing private meeting links and unauthorised recording are prohibited.
English with Mandy may immediately pause or terminate a lesson where conduct creates a serious safety, privacy or professional concern.
Where a lesson is terminated because of a serious breach attributable to the customer or student, the lesson will normally remain charged, except where applicable law requires otherwise.
21. Zoom and online lesson links
Lessons may be delivered using Zoom Meetings or another video-conferencing platform identified to the customer.
A booking system may automatically create a private meeting link for each confirmed appointment.
Meeting links are intended only for the relevant student and must not be publicly shared or distributed to unauthorised persons.
Third-party video-conferencing providers process information according to their own terms and privacy practices.
Further information about data processing is available in the Privacy Policy.
22. Recording lessons
Lessons are not recorded as part of the ordinary service.
Neither English with Mandy nor the student may record, photograph, screenshot, livestream, transcribe or distribute a lesson without appropriate prior authorisation and a valid legal basis.
Where recording is proposed for a particular purpose, separate information will be provided and consent will be requested where required.
Additional safeguards apply to recordings involving minors.
23. Educational materials and intellectual property
Educational materials supplied by English with Mandy are intended for the student’s personal educational use.
Unless expressly authorised, materials may not be:
- published;
- sold;
- sublicensed;
- publicly distributed;
- uploaded to public platforms;
- reproduced commercially;
- incorporated into another course;
- used to train an artificial-intelligence system;
- redistributed to third parties.
The student retains ownership of original work created by the student.
English with Mandy may review, correct and use that work as reasonably necessary to provide the educational service.
Separate permission will be required before student work, names, testimonials, images, voice or recordings are used publicly for promotional purposes.
24. Confidentiality and privacy during lessons
Information shared during lessons will be treated with appropriate professional confidentiality, subject to legal obligations and safeguarding requirements.
Students should avoid sharing unnecessary sensitive, financial or private family information.
English with Mandy cannot guarantee the privacy of the student’s physical environment. Students are responsible for choosing an appropriate location where other persons cannot unnecessarily hear or observe the lesson.
25. Accessibility and learning needs
Customers may inform English with Mandy of relevant accessibility or learning requirements before lessons begin.
Reasonable efforts will be made to accommodate such needs where practicable.
Only information reasonably necessary to understand and provide the requested accommodation should be supplied.
English with Mandy cannot guarantee that every requested accommodation will be possible but will discuss reasonable options with the customer.
26. Changes to a confirmed service
Minor operational changes may be made where they do not materially reduce the service purchased.
Where a significant change affects a confirmed lesson or package, the customer will be informed as soon as reasonably possible.
If a proposed change materially differs from the service purchased, an appropriate alternative, credit or refund will be offered where required.
27. Third-party services
Booking, payment, email and video-conferencing functionality may depend on third-party services.
English with Mandy remains responsible for providing the educational service in accordance with applicable law.
However, English with Mandy is not responsible for independent third-party failures outside its reasonable control except to the extent that applicable law imposes responsibility.
28. Events outside reasonable control
A lesson or service may occasionally be affected by events outside the reasonable control of either party, including:
- widespread internet or electricity outages;
- serious illness or emergency;
- natural disasters;
- public emergencies;
- governmental measures;
- major failures of essential technical infrastructure.
The affected party should inform the other as soon as reasonably possible.
Where a prepaid service cannot be supplied within a reasonable period, the customer will be offered an appropriate alternative, credit or refund for the part not supplied.
29. Liability
English with Mandy will provide the educational service with reasonable professional care.
Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law.
In particular, nothing in these Terms limits mandatory consumer rights.
Subject to applicable law, English with Mandy is not responsible for losses caused solely by:
- problems with the student’s device or internet connection;
- inaccurate information provided by the customer;
- unauthorised access resulting from the customer sharing account or meeting credentials;
- educational outcomes that were never guaranteed;
- circumstances outside the provider’s reasonable control.
Any limitation in these Terms will apply only to the extent legally enforceable.
30. Complaints
Complaints may be sent to:
English with Mandy
Email: contact@englishwithmandy.com
Telephone: +34 691 31 70 77
Professional address: Calle San Nicolas 27, Piso 3 Der., 03801 Alcoy, Alicante, Spain
The complaint should include sufficient information to identify the relevant purchase or booking and explain the problem and requested resolution.
English with Mandy will respond as soon as reasonably possible and, in any event, within the maximum period required by Spanish consumer law, currently one month from submission of the complaint. BOE
31. Alternative dispute resolution
English with Mandy is not currently committed or legally required to participate in a specific accredited alternative dispute-resolution procedure.
If a consumer complaint submitted directly to English with Mandy cannot be resolved, the consumer will be provided with information about at least one accredited alternative dispute-resolution entity competent to deal with the complaint and will be informed whether English with Mandy intends to participate in that procedure.
Spanish law requires this information following an unresolved complaint where the business is not already bound to a particular ADR entity. BOE
The former European Online Dispute Resolution platform is not presented as an active complaint channel.
32. Applicable law and jurisdiction
These Terms are governed by Spanish law.
Where the customer acts as a consumer, this choice of law does not deprive the customer of mandatory protections that apply under consumer law, including protections arising from the law of the customer’s habitual residence where applicable.
Any dispute will be submitted to the courts determined by applicable law.
Nothing in these Terms removes any mandatory right of a consumer to bring proceedings before a court that has jurisdiction under applicable consumer-protection rules.
33. Language
The website and contractual information may be offered in English.
However, where Spanish consumer legislation applies to a distance contract, the legally required pre-contractual information will also be made available at least in Spanish. Spanish law expressly requires the Article 97 information to be provided at least in Spanish for distance contracts. BOE
Where the customer chooses to contract in English, English may be used for the contractual relationship where legally permitted.
No difference between language versions will be interpreted in a way that reduces mandatory consumer rights.
34. Changes to these Terms
These Terms may be updated from time to time to reflect legal, technical or operational changes.
Changes will apply to future purchases and bookings from the date the updated version is published.
A later version will not normally change the conditions governing a purchase that has already been concluded unless:
- the change is required by law;
- it benefits the customer; or
- both parties expressly agree to the change.
35. Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
36. Entire agreement
The relevant purchase confirmation, booking confirmation, service description and these Terms together form the contractual terms applicable to the service.
Where specific information expressly provided and accepted for a particular purchase conflicts with these general Terms, the specific information will prevail, subject always to mandatory law.
37. Contact
For questions about purchases, bookings, cancellations, lesson packages or these Terms, please contact:
English with Mandy
Mandy Wieser
Email: contact@englishwithmandy.com
Telephone: +34 691 31 70 77