Policies

CANCELLATION

Cancellation Policy

Effective from 1st September, 2023 the following cancellation policy will be implemented.

The policy is introduced to clarify arrangements for the cancellation of lessons by our customers as well as to improve our administrative arrangements and service provision.

Lessons will be charged in full where a lesson is missed unless:

1. TWO working days WRITTEN notice is required when cancelling a lesson with notice being sent before 4pm in writing either:

by email to help@firstclass.edu.hk, or by  clicking here to contact on WhatsApp, 6793 3250.

2. If a student is sick, we require a parent or guardian to inform us as soon as possible in writing either:

by email to help@firstclass.edu.hk, or by  clicking here to contact on WhatsApp, 6793 3250.

3. ONE month notice is required when terminating any regular lessons in writing either:

by email to help@firstclass.edu.hk, or by  clicking here to contact on WhatsApp, 6793 3250.

Where a lesson has been cancelled due to illness, a DOCTOR’S NOTE MUST be provided to our centre or the missed lesson(s) will be charged unless two working days written notice is provided according to the procedure outlined above.

Please take careful note of the following:

  1. Cancellation by telephone call is not accepted
  2. Cancellation in all cases must be made by parent or guardian
  3. Cancellation by students is not permitted in any form
  4. Sundays and Public Holidays are not working days
  5. This policy does not apply to holiday lessons or block booked lessons paid in advance where no cancellation is permitted

This policy will be STRICTLY ENFORCED. Please do not try to negotiate special consideration.

Thank you for your understanding and cooperation.

REFUND

Refund Policies:

  1. In case of school closure prior to the commencement of a course or tutorial service, our school will refund fees collected in advance for courses and services not delivered to the parents/guardians of students.
  2. If a course or tutorial service cannot be operated according to the arrangements specified in the acknowledged schedule, except where the course cannot be conducted due to adverse weather conditions, and alternative arrangements cannot be mutually agreed between the school and students, our school  will refund in full or on a pro-rata basis the fee collected in advance to students as soon as possible and in any event not later than one month after students have requested for the refund.
  3. If a course cannot be operated according to the arrangements specified in the promotional information or school website, except where the course cannot be conducted due to adverse weather conditions, and alternative arrangements cannot be mutually agreed between the school and students, our school  will refund in full or on a pro-rata basis the fee collected in advance to students as soon as possible and in any event not later than one month after students have requested for the refund.
  4. In case of cessation of a course after its commencement, our school will refund to students the fee collected in advance on a pro-rata basis as soon  as possible and in any event not later than one month after students have requested for the refund.

Refund Procedures:

  1. Our school will inform pupils of the refund arrangements where applicable either over the telephone or in writing. Parents/Guardians of students can proceed with the refund procedures on behalf of the students.
  2. All refund requests must be made in writing addressed to the School Supervisor.
  3. Our school will refund students in accordance with the above policies.
  4. When processing refunds, our school will not retain any original confirmation documents or receipts.
  5. Upon receipt of the refund, the parent/guardian must sign an acknowledgement of receipt.
  6. Our school will pay the refund either in cash or cheque.

Thank you for your understanding and cooperation.

WEATHER WARNINGS

The following guidelines are based on the Education Bureau of the Government of Hong Kong SAR’s published policy.

Tropical Cyclones

Warning Signal Situation
Whenoris hoisted Booked lessons will be conducted as normal. Lessons cancelled without required notice will be charged.
When is hoisted All lessons will be cancelled. No cancelled lessons will be charged.
Whenoris hoisted Go home. Stay home.
Whenor above is lowered to All lessons will resume 3 hours after the signal is downgraded unless road or other conditions remain adverse. Lessons cancelled or not attended when the signal has been downgraded for 3 or more hours and no other warnings are in effect will be charged.
Whenor above is lowered toor when all signals are cancelled Lessons will resume as normal.

Heavy Persistent Rain

Rainstorm Warning Signal Situation
When    is raised Booked lessons will be conducted as normal. Lessons cancelled without required notice will be charged.

When    is raised

 Booked lessons will be conducted as normal unless the Education and Manpower Bureau has made a special announcement on closure of schools. Lessons cancelled without required notice will be charged.
When    is raised Our centre will be open and it is up to the discretion of parents whether their children attend their scheduled lesson. No cancelled lessons will be charged.

When    is raised

 All lessons will be cancelled as soon as the signal is raised. No cancelled lessons will be charged.
When a   or is replaced with All lessons will resume 3 hours after the signal is downgraded unless road or other conditions remain adverse. Lessons cancelled or not attended when the signal has been downgraded to Amber for 3 or more hours, and no other warnings are in effect, will be charged.

The above guidelines are based on the Education Bureau of the Hong Kong Governments publish policy. It is the responsibility of parents to collect their children from FirstClass during adverse weather.