Subscription terms

Welcome to EF English Live, the premier service for people around the world to learn English.

Subject and Structure of the Terms

These subscription terms (the “Terms”) sets forth the terms for your purchase of a subscription to the EF English Live online language learning service (the “Subscription”). These Terms and the attached payment plan (the “Payment Plan”) define the business relationship between you and EF Language Learning Solutions Ltd. Haldenstrasse 4, 6006 Lucerne, Switzerland (“EF English Live”) with respect to the Subscription for the use of the EF English Live online language learning service (“EF English Live”, the “Service” or the “Site”). In addition, you are bound by the Acceptable Use Policy on the Englishlive.com website.

By purchasing a gift subscription from, or subscribing to EF English Live, you agree, without qualification, to be bound by the Terms as set out below.

Duration of the Subscription

The term of your Subscription is as per the Payment Plan.

Fees and Payment

Some materials and features of the EF English Live Site are available only through the purchase of a Subscription. You are responsible for any charges associated with the connection to the Site. EF English Live reserves the right to change the subscription rates at any time or to set up new rates, upon notice posted on the Site and sent by email to its members in advance and, if applicable, communicate how to accept those changes. Price changes will take effect at the start of the next subscription period following the date of the price change. Subject to applicable law, you accept the new price by continuing to use the Service after the price change takes effect. If you do not agree with a price change, you have the right to reject the change by unsubscribing from the Paid Subscription prior to the price change going into effect.

The purchase details of your current course are always available through the “Account Settings” section of the EF English Live Site and through the Payment Plan that you received when you purchased the course (including details on the payment plan and of the cancellation policy).

If your Subscription contains teacher-led classes, whether group or private, those sessions are delivered on a “use them or lose them basis”, this means that if you haven’t used those sessions by the end of your subscription, those unused sessions are lost to you and will not be refunded. If your paid subscription is a monthly recurring subscription, your teacher-led sessions will expire at the end of each month as described above.

Trials

From time to time, we may offer trials of Subscriptions for a specified period without payment or at a reduced rate (a “Trial”). EF English Live may determine your eligibility for a Trial, and withdraw or modify a Trial at any time without prior notice and with no liability, to the extent permitted under applicable law.

For some Trials, we’ll require you to provide your payment details to start the Trial. By providing such details you agree that we may automatically begin charging you for the Subscription on the first day following the end of the Trial on a recurring monthly basis or another interval that we disclose to you in advance. IF YOU DO NOT WANT THIS CHARGE, YOU MUST CANCEL THE APPLICABLE SUBSCRIPTION BEFORE THE END OF THE TRIAL.

Shared accounts

There may be only one user associated with an account. Users may NOT share an account. Sharing your account with others may result in termination of your course.

Cooling-off

If you have purchased a Subscription online or via phone, you have the right to change your mind and receive a full refund within fourteen (14) days of purchase (the “Cooling-off Period”).

Suspension

You have a right to ask for a suspension of your course. Access to the course may be suspended for a minimum of seven (7) to a maximum of sixty (60) days. This operation can be requested several times during the Subscription period as long as the maximum total suspension period of sixty (60) days is not exceeded. During the pause, the payment plan is not going to change and the time the account is paused will be added to the end of the course.
You cannot suspend your course during the "cooling-off period" (if applicable).

Renewal; Cancellation

Unless your Subscription has been purchased for a fixed period, your payment to us will automatically renew at the end of the applicable subscription period, unless you cancel your Subscription before the end of the then-current subscription period. If you wish to cancel your subscription, you must inform us of your intent with at least 48 hours before your next month’s renewal date begins to avoid being charged. The cancellation will take effect the day after the last day of the current subscription period. If you cancel your Subscription after the Cooling-off Period is over (where applicable), or before the end of the current subscription period, we will not refund any subscription fees already paid to us. If you wish to receive a full refund of all monies paid to EF English Live before the Cooling-off Period is over, you must contact Customer Support. When we process any refund, we will refund amounts using the method you used for payment.

If you have purchased a subscription with a fixed duration and wish to cancel after the “Cooling-off Period”, you can do so within a maximum of 90 days from the start of the subscription (in this case the penalty of the administrative cost of 30% of the amount that remains to be paid for your course).

After 90 days of enrollment, no student can cancel the acquired contract and will be linked to the full payment of the plan in which they have enrolled. (EF English Live reserves the right to suspend all or part of the services provided to the Client in case of non-compliance with the Payment Plan, even temporarily, without prior notice).

If you wish to receive a full refund of the amount paid for a course to EF English live before the end of the “Cooling-off Period”, you must contact EF English Live Customer Service. The amounts will be refunded in the same payment method used at the time of purchase. It is not possible to cancel the course if a package change has been made. If you accept a price reduction during the course, you agree to complete the course

Satisfaction Guarantee

1. Satisfaction Guarantee (“Guarantee”)
1.1 We offer a satisfaction guarantee to new users of the school, purchasing a fixed duration course for the first time. If you are not satisfied with your learning experience and wish to claim the Guarantee, you may be eligible for a refund of the amount paid up to the date of your claim.
1.2 The Guarantee is subject to the conditions outlined in these Terms, and it is your responsibility to meet these conditions to qualify for the refund.

2. Qualification for the Guarantee
2.1 To qualify for the Guarantee you must meet the following requirements:
a) Be a new customer purchasing a fixed duration course for the first time
b) Complete at least one unit of self-study per week for the first 12 weeks of your subscription AND
c) Successfully attend at least one teacher-led class per week for the first 12 weeks of your subscription (private or group lesson).
2.2 Failure to meet the above requirements will disqualify you from claiming the Guarantee.

3. Claim Process
3.1 If you have met the qualification requirements outlined in Section 2 and wish to claim the Guarantee, you must notify EF English Live Customer Service in writing within 30 days after the initial 12 week period of the course. Failure to provide timely notice will invalidate your claim.
3.2 To submit a claim, please contact EF English Live Customer Service at contact.en@ef.com or through the designated channels provided on our website.

4. Refund Eligibility
4.1 If your claim is approved, you will be eligible for a refund of the amount paid up to the date of your claim.
4.2 The refund will be processed using the same payment method used for the initial purchase.

5. Exclusions and Limitations
5.1 The Guarantee applies solely to new EF English Live users purchasing a fixed duration course for the first time.
5.2 Any customer whose course is suspended at any point within the first 12 weeks will not be eligible
5.3 We reserve the right to refuse a refund if there is evidence of abuse or misuse or violation of these Terms.

6. Modifications and Termination
6.1 We reserve the right to modify or terminate the Guarantee or these Terms at any time, without prior notice or liability.
6.2 Any changes to the Guarantee or Terms will be effective immediately upon posting the revised version on our website or within the App.

Booking and Cancelling Private Lessons

The following special terms and conditions apply to online Private and Group Lesson services ("Online Class Services").

Special terms for Private Lessons

Access to EF's Online Class Services requires an active subscription to EF English Live online platform.

Private and group classes are only available for learners who are: (i) at least 18 years old; or (ii) if below the age of 18, 15 or older with the consent of a parent or a guardian. If we learn that you are taking part in live classes but not the appropriate age or do not have the relevant consent, we will have the right to terminate all your classes.

The teacher reserves the right to cancel or limit your participation in a class if you are not the appropriate age or do not have the relevant consent, engage in any offensive, aggressive, or inappropriate language, behavior, or attire.

Online classes may be recorded for educational purposes. By participating in this class, you agree that EF English Live may record and process a video of this class (including your image and/or voice) and make it available to other students in the class subject to the terms and conditions of the course agreement and EF English Live's privacy policy. You can choose to turn off your camera and microphone during the lesson.

EF English Live does not guarantee that the video feature will be always available. Access to videos may be temporarily or permanently suspended due to technical or other reasons, or in order to comply with applicable laws or regulations.

You may access the audio recording of any Group Lesson that you have attended for up to 1 year, provided that you have a valid EF English Live subscription and had enabled the class recording upon entering the class.

You may access the video recording of any Private Lesson that you have attended for up to 1 year, provided that you have a valid EF English Live subscription and had enabled the class recording upon entering the class.

If you have any issues or questions regarding the Online Services, please contact customer service contact.en@ef.com for support.

Private Lessons must be reserved at least 24 hours in advance. Your coupon will be deducted at the time you reserve a Private Lesson.

To cancel a class, you must submit a cancellation request. In order to qualify for a coupon refund, you must submit a cancellation request at least 24 hours prior to the scheduled class time; failure to do so will result in a forfeiture of your class coupon.

A Private Lesson of 20 minutes will begin only if you arrive in class within the first 7 minutes of the scheduled time. A private Lesson of 40 minutes will begin only if you arrive in class within the first 10 minutes of the scheduled time. Failure to arrive within the above times will result in a cancellation of the class and forfeiture of your class coupon.

Special Terms for Group Lessons

Access to EF English Live's Online Class Services requires an active subscription to our online platform.

Group Lessons begin every 30 minutes; you will be graded after each class by the teacher. You can access a Group Lesson during first 10 minutes from the beginning of the class.

Placement in a group class is on a best efforts basis. You are not guaranteed a placement each time you sign up for a class. Your coupon will only be applied if you are placed in a class.

Englishlive.com Terms and Conditions

By accepting these Terms you also accept to be bound by the Acceptable Use Policy found on the Englishlive.com website.

Changes to these Terms

EF English Live may at our discretion, make changes to these Terms. When we make changes to these Terms that we consider material, we will notify you through the Service. By continuing to use the Service after those changes are made, you are expressing and acknowledging your acceptance of the changes. Your recourse upon dissatisfaction with the modified terms of use is to cancel your or Subscription in accordance with these Terms.

Limitation and Indemnification

You agree that, to the extent permitted by applicable law, your sole and exclusive remedy for any problems or dissatisfaction with the Service or third party applications is to uninstall any EF English Live software and to stop using the Service.

TO THE FULLEST EXTENT PERMITTED BY LAW, IN NO EVENT WILL EF ENGLISH LIVE, ITS OFFICERS, SHAREHOLDERS, EMPLOYEES, AGENTS, DIRECTORS, SUBSIDIARIES, AFFILIATES, SUCCESSORS, ASSIGNS, SUPPLIERS OR LICENSORS BE LIABLE FOR (i) ANY INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE, EXEMPLARY OR CONSEQUENTIAL (INCLUDING LOSS OF USE, DATA, BUSINESS, OR PROFITS) DAMAGES, ARISING OUT OF THE USE OR INABILITY TO USE THE SERVICE, THIRD PARTY APPLICATIONS OR THIRD PARTY APPLICATION CONTENT, REGARDLESS OF LEGAL THEORY, WITHOUT REGARD TO WHETHER EF LLS HAS BEEN WARNED OF THE POSSIBILITY OF THOSE DAMAGES, AND EVEN IF A REMEDY FAILS OF ITS ESSENTIAL PURPOSE; (ii) AGGREGATE LIABILITY FOR ALL CLAIMS RELATING TO THE SERVICE, THIRD PARTY APPLICATIONS OR THIRD PARTY APPLICATION CONTENT MORE THAN THE AMOUNTS PAID BY YOU TO THE COMPANY DURING THE PRIOR THREE MONTHS IN QUESTION.

Nothing in these Terms removes or limits EF English Live’s liability for fraud, fraudulent misrepresentation, death or personal injury caused by its negligence to the extent permitted by law.

You agree to indemnify, defend and hold harmless EF English Live and its affiliates, partners, suppliers, and employees from any and all liability, claims, costs, or damages arising from your use of EF English Live or the Services or your breach of these Terms.

Miscellaneous

You are responsible for any charges associated with the connection to the Site.

EF English Live may assign the Terms or any part of it without restrictions. You may not assign the Terms, or transfer or sub-license your rights under this license, to any third party.

Should any provision of the Terms be held invalid or unenforceable for any reason or to any extent, such invalidity or enforceability shall not in any manner affect or render invalid or unenforceable the remaining provisions of the Terms, and the application of that provision shall be enforced to the extent permitted by law.

Unless otherwise agreed or required by a mandatory law, these Terms are subject to the laws of Switzerland, without regard to choice or conflicts of law principles. Further, you and EF LLS agree to the exclusive jurisdiction of the courts of Switzerland to resolve any dispute, claim or controversy that arises in connection with these Terms. The European Commission provides for an online dispute resolution platform, which you can access here: http://ec.europa.eu/consumers/odr/. If you would like to bring a matter to our attention, please contact us at tek@ef.com.

You agree that if EF LLS does not exercise or enforce any legal right or remedy which is contained in the Terms (or which EF LLS has the benefit of under any applicable law), this will not be taken to be a formal waiver of EF LLS’s rights and that those rights or remedies will still be available to EF LLS.

All covenants, agreements, representations and warranties made in these Terms shall survive the termination of these Terms.