Frequently Asked Questions

Booking a lesson with Brent Welburn is straightforward and completed entirely through the website.

To book your first lesson, please follow these steps:

• Visit brentwelburn.com and click the Book Now button.
• Select your preferred lesson option, date, and time.
• Complete your personal details and confirm your booking.
• Payment is required in full at the time of booking.

Before your first session, please ensure you have:

• A stable internet connection and a suitable device with a working camera and microphone.
• A quiet, well-lit, and distraction-free environment.
• Read and agree to the Terms and Conditions available at brentwelburn.com/terms-conditions.

Lessons must be booked at least 48 hours in advance unless otherwise agreed in writing. For assistance, contact learn@brentwelburn.com or via WhatsApp.

The following cancellation and rescheduling policy applies to all lessons:

• More than 24 hours’ notice: A free reschedule will be offered at a mutually convenient time.
• Less than 24 hours’ notice: The full lesson fee is forfeited. No refund or reschedule will be provided.
• No-show (no contact made before the scheduled start time): The full lesson fee is charged and forfeited.

Additionally, if a student arrives more than 15 minutes late without prior notice, the lesson will be treated as a no-show and the full fee will be forfeited accordingly.

To cancel or reschedule, please use the links provided in email.

The Teacher offers one-to-one online English lessons tailored to each student’s individual level and goals. Available lesson types include:

• General English: Speaking, listening, reading, writing, grammar, and vocabulary for everyday communication.
• Conversation Practice: Building fluency, confidence, and natural expression in real-world situations.
• Exam Preparation: Structured support for IELTS, TOEFL, Cambridge, and other internationally recognised qualifications.
• Business English: Professional communication for the workplace — including emails, presentations, and meetings.

Regarding trial or introductory lessons:

Any introductory lesson offer — where available — will be clearly stated on the website at the time of booking. Unless explicitly advertised, all lessons are charged at the standard published rate, regardless of whether it is the student’s first session.

If you are uncertain which lesson type best suits your needs, please contact the Teacher at learn@brentwelburn.com prior to booking. A brief introductory discussion may be arranged to assess your current level and identify the most appropriate course of study.

Regarding package changes:

• Requests to change or upgrade a lesson package after purchase must be submitted in writing to learn@brentwelburn.com.
• Any such change is subject to the Teacher’s approval and the availability of the requested package at the time of the request.
• Downgrades or changes that would result in a partial refund are not permitted, in accordance with the non-refundable package policy.

Regarding payment security:

For any payment-related concerns, please contact the Teacher directly at learn@brentwelburn.com.

All payments are processed securely through the website’s payment system. The Teacher does not manually store, access, or retain any student payment card information.

Payments made via alternative methods (such as PayPal, Wise, or bank transfer, where agreed in writing) are subject to the security protocols of those respective platforms.

Lessons may not be recorded, screenshotted, or captured in any format — whether audio, video, or screen — without the Teacher’s prior written consent. This applies to all lesson content, materials shared during sessions, and the Teacher’s image and likeness.

Regarding lesson materials:

• All worksheets, resources, and materials created by the Teacher remain the Teacher’s exclusive intellectual property.
• Students may not copy, share, distribute, publish, or forward any lesson materials to third parties — including friends or family members — without the Teacher’s prior written permission.

Students who wish to record a lesson for personal study must submit a written request to learn@brentwelburn.com and receive explicit written approval before any recording takes place.

Any unauthorized recording or sharing of lesson content constitutes a breach of the Terms and Conditions and may result in immediate termination of services without refund.

Lessons are conducted online via video platform, most commonly Zoom or Google Meet. The specific platform for your lessons will be confirmed by the Teacher at the time of booking or via email prior to your first session.

Regarding accounts and preparation:

• Students are advised to create a free account on the agreed platform (Zoom or Google Meet) before their first lesson, if they do not already have one.
• Both Zoom and Google Meet are available as free downloads on desktop and mobile devices. No paid subscription is required on the student’s side.
• It is strongly recommended that students test their camera, microphone, and internet connection at least 10 minutes before their scheduled lesson time.

If you experience any difficulty accessing or setting up the lesson platform, please contact the Teacher at learn@brentwelburn.com or via WhatsApp as early as possible before your lesson.

All lesson packages are non-refundable once purchased. This policy is clearly stated in the Terms and Conditions, which all students agree to at the time of booking.

Please note the following regarding lesson packages:

• All purchased lessons must be used within 3 months of the date of purchase.
• Unused lessons after this 3-month period are forfeited without refund or transfer.
• Packages may not be transferred to another student or exchanged for a different lesson type without the Teacher’s prior written consent.

In the event of a documented exceptional circumstance (such as serious illness or a verified emergency), the Teacher may — entirely at their sole discretion — consider a partial reschedule or refund arrangement. Any such request must be submitted in writing to learn@brentwelburn.com and does not constitute an entitlement or precedent.

Progress in language learning is a highly individual process and depends on several key factors, including the student’s current proficiency level, consistency of attendance, quality of engagement during lessons, and commitment to practice outside of sessions.

The Teacher is committed to delivering professional, well-prepared, and goal-oriented instruction on a best-efforts basis. However, it is important to understand:

• The Teacher is not responsible for a student’s failure to progress, pass examinations, or achieve specific language goals within any given timeframe.
• Significant and lasting improvement typically requires regular lessons — ideally two to three sessions per week — combined with consistent self-study and daily practice.
• Realistic goal-setting and honest progress reviews will be conducted throughout the learning arrangement to ensure the student remains on track.

Students who wish to discuss their learning goals and receive a personalised study plan are encouraged to contact the Teacher at learn@brentwelburn.com before or during their first lesson.

Lesson availability — including weekends, public holidays, and evening sessions — is subject to the Teacher’s schedule as displayed on the booking platform at brentwelburn.com/book-now.

Please note the following regarding scheduling:

• Available dates and time slots are updated regularly on the booking page. Students are advised to book in advance to secure their preferred time.
• Lessons on public holidays or outside standard hours are offered at the Teacher’s discretion and are not guaranteed.
• International students are responsible for confirming the correct time zone when booking. The Teacher accepts no responsibility for missed lessons due to time zone errors on the student’s side.

For scheduling enquiries or to discuss a recurring lesson arrangement, please contact the Teacher directly at learn@brentwelburn.com or via WhatsApp.

Technical issues are handled according to the following policy:

• Teacher-side issues: If a lesson is interrupted or cannot proceed due to a technical fault on the Teacher’s side, the lost time will be made up within the same session where possible, or a replacement lesson offered at the earliest mutually convenient time.
• Student-side issues: If the disruption is caused by the student’s internet connection, device, or equipment, the Teacher is not obligated to extend, replace, or refund the lesson.

To minimize the risk of technical disruption, both parties are strongly encouraged to:

• Test their internet connection, camera, and microphone at least 10 minutes before the scheduled lesson.
• Ensure the agreed platform (Zoom or Google Meet) is updated and functioning correctly prior to the session.

In the event of a technical issue during a lesson, please contact the Teacher immediately via WhatsApp or at learn@brentwelburn.com.

The Teacher is committed to delivering high-quality, professional instruction and genuinely welcomes constructive feedback. If a student is dissatisfied with any aspect of their lesson, the following process applies:

• Step 1 — Written Notice: The student must raise their concern in writing to learn@brentwelburn.com within 7 days of the lesson in question, clearly describing the issue.
• Step 2 — Good-Faith Resolution: The Teacher will acknowledge the complaint within 3 working days and both parties will attempt to resolve the matter amicably within 14 days.
• Step 3 — Further Escalation: If the matter remains unresolved, it will be handled in accordance with the governing law stated in the Terms and Conditions.

Please note that dissatisfaction with lesson outcomes — such as exam results or the pace of progress — does not constitute grounds for a refund, in accordance with the Limitation of Liability clause in the Terms and Conditions.

The Teacher values every student’s experience and will always endeavour to address legitimate concerns promptly and professionally.

The Teacher reserves the right to pause, refuse, or terminate lessons — immediately and without refund — under any of the following circumstances:

• Abusive, threatening, aggressive, or disrespectful behaviour toward the Teacher during or outside of lessons.
• Non-payment or initiation of a fraudulent payment dispute.
• Breach of any clause within the Terms and Conditions — including unauthorized recording, sharing of materials, or violation of safeguarding requirements.
• Any conduct that raises a safeguarding concern, particularly in lessons involving minor students.
• Provision of false or misleading information at the time of booking, including concealment of a student’s age.

Regarding the student’s rights:

• Either party may end the tutoring arrangement at any time with reasonable written notice.
• If the Teacher must cancel a lesson, the student will receive a full reschedule or refund for that specific lesson.
• Students who believe a termination was unjustified may raise a formal complaint in writing to learn@brentwelburn.com within 7 days, following the complaints process outlined in the Terms and Conditions.

The Teacher is committed to maintaining a professional, respectful, and safe environment for all students. These provisions exist to protect both parties and to ensure lessons remain productive and enjoyable for everyone.

The Teacher collects only the personal information strictly necessary to provide English language instruction. This typically includes:

• Full name and email address
• Time zone and preferred lesson schedule
• English proficiency level and learning goals

This information is:

• Stored securely and used solely for the purpose of delivering and administering lessons.
• Never shared with any third party without the student’s explicit written consent.
• Handled in accordance with the Privacy Policy published at brentwelburn.com/privacy-policy.

Students have the right to request access to, or full deletion of, their personal data at any time by contacting learn@brentwelburn.com. All requests will be actioned promptly, subject to any data the Teacher is legally required to retain for administrative or security purposes.