Support

Canceling or rescheduling individual class

In your client panel you will have access to all your booked appointments. From there you will be able to reschedule individual classes. The minimum required time is 1 day in advance.

The teacher is absent

When it is the time for your class and your professor is absent or cannot connect, please kindly send a message to the tutor to reach them out – they might have an emergency or connection issue. If you are unable to get in touch with the tutor, please report an issue to our email, so we can make a replacement or recover the session.

Technical issues

Personalized classes take place on Zoom, which has proven to be a reliable and easy-to-use platform. It is recommended to make sure you have a stable Internet connection before you sign up for classes Online. If you are experiencing sudden technical issues during the class, your professor might suggest you to conduct the class on Google Hangouts or Meets.

How to report an issue

Reporting issues helps us analyze the case to find a possible solution for our students. Lesson relevant issues might be: technical problems, student was absent, professor was absent or late. Leave a message to explain the situation – email, and we will get back to you with a response.

Safety of the learning environment

To ensure a safe online environment for our professors as well as our students, the following is prohibited and may lead to penalties or actions Crossroads English considers necessary to protect its students as well as teachers.
It is not allowed to advertise or recruit employees.
It is prohibited to violate established social norms and rules including inappropriate behavior, sexual harassment, and fraud. Each complaint about a certain user will be investigated individually and action will be imposed according to our policies.

Payment

Our platform charges all scheduled classes at once, therefore you have the flexibility to program a number of sessions that fits your monthly budget. Once you have completed all the appointments, you need to use the booking system to program your classes again. It is recommended to schedule your classes in advance, since the booking system is instant and your usual hours for the following week or month can be taken by another student.
If the student does not initiate the paid classes within 30 days from the first scheduled appointment, the funds and hours of the student will be irreversibly lost and would not be refunded upon request. The same applies for the classes that are being cancelled and rescheduled more than 3 times.
Crossroads English is not responsible for any kind of fees charged by payment systems and will not cover them when initiating a refund.
To the fullest extent permitted by law, any refunds at any time are at our sole discretion only.

Where will my lessons take place?

Once you book your classes and make the payment, your appointments appear as “Pending” until the payment is verified. After that we change the status of your classes to “Approved” and in that moment our system will send automatic Zoom meeting links for each class. Remember to add them to your Google Calendar!
In case you are taking a group class, the professor will add Google Hangouts Link for each appointment, because group classes take place on Hangouts.

Recommendation before the first lesson

In the moment of placing your order, you will have a window to leave any comment or a special request. You might use it to indicate your expectations or the purpose of your study. Professors are very helpful and will try to customize the methodology according to your needs.