FAQ

Frequently Asked Questions

The questions we answer most often, grouped by topic. If yours is not here, email us — we reply within one working day.

Getting started

I have never studied Mandarin. Can I start from zero?

Yes. HSK 1 assumes no prior knowledge. We start with pinyin and tones, then build towards full sentences, so you are speaking from the first lesson.

Do I need a placement test?

Only if you have studied Mandarin before. Book a free 15-minute consultation and we will place you at the right level instead of guessing.

Which format should I choose: self-paced, group or one-to-one?

Self-paced if you want to study on your own schedule. Group if you want a fixed weekly class with the same classmates. One-to-one if you have a specific goal or an irregular week.

Do you teach in English?

Yes. Explanations are in English, and we move into Mandarin as fast as your level allows.

Courses and pricing

What does a self-paced level include?

One purchase covers a whole HSK level: every unit in order, with video lessons and practice. The price is S$199 per level.

Can I buy a single unit instead of the whole level?

Yes. Single units are S$19 each.

How much are the small-group classes?

From S$899 for HSK 1 and S$999 for HSK 2. Each group keeps the same weekday and the same time for the whole course, so you can plan ahead.

How much is one-to-one?

SGD 135 per lesson on a 10-lesson pack, or SGD 120 per lesson on a 20-lesson pack.

Do you prepare students for HSK exams?

Yes, HSK 1 through HSK 6.

How long does a level take?

A group level runs as a scheduled course with a fixed number of sessions. Self-paced has no fixed schedule: you keep access to the level you bought and move at your own pace.

Payments and refunds

What payment methods do you accept?

Card payments through Stripe at checkout. For bank transfer or PayNow, use the enrolment page and send us the receipt.

Can I get a refund if I change my mind?

Yes, within 7 days of purchase, as long as you have not viewed more than 25% of the video content of the course or unit. The full rules are in our Refund Policy.

Can I refund a lesson pack?

In full within 7 days if you have not taken any lesson from it. After that we refund the unused balance. Once 30% or more of the lessons have been taken, the remaining balance is no longer refundable.

How long does a refund take?

We aim to complete our review within 7 business days. Approved refunds are returned to the original payment method.

Can I get an invoice?

Yes. Invoices are available from your student dashboard after purchase.

Are there any hidden fees?

No. The price shown at checkout is the amount charged. Any fees charged by your own bank or card issuer are outside our control.

Lessons and scheduling

Can I reschedule a lesson?

Yes, up to 24 hours before the start time. Later than that the lesson is treated as delivered.

What happens if MandarinOS cancels a lesson?

We reschedule it, or return the fee where a suitable alternative is not possible.

Which platform do you use for live lessons?

Our own meeting room, opened from your dashboard. There is no extra software to install — it runs in the browser.

What if I cannot attend a group class?

Group classes follow a fixed schedule and a missed class is treated as delivered. Tell us in advance where you can, and we will advise on the best option.

Technical

A video will not play. What should I do?

Reload the page, try another browser, and check your connection. If it still fails, email us with the course name and the lesson title and we will look at it.

I forgot my password.

Use "Forgot password" on the login page. The reset link is sent to the email address on your account.

Where do I download my certificate?

From your dashboard, once you have met the requirements of the course.

Can I study on my phone?

Yes. Lessons play in the mobile browser and your progress is saved to your account.

Still stuck?

Email [email protected]. We reply within one working day.

Email us

If something went wrong on our side, use the complaint page so it is logged and tracked.

Complaints

FAQ

Frequently Asked Questions

The questions we answer most often, grouped by topic. If yours is not here, email us — we reply within one working day.

Getting started

I have never studied Mandarin. Can I start from zero?

Yes. HSK 1 assumes no prior knowledge. We start with pinyin and tones, then build towards full sentences, so you are speaking from the first lesson.

Do I need a placement test?

Only if you have studied Mandarin before. Book a free 15-minute consultation and we will place you at the right level instead of guessing.

Which format should I choose: self-paced, group or one-to-one?

Self-paced if you want to study on your own schedule. Group if you want a fixed weekly class with the same classmates. One-to-one if you have a specific goal or an irregular week.

Do you teach in English?

Yes. Explanations are in English, and we move into Mandarin as fast as your level allows.

Courses and pricing

What does a self-paced level include?

One purchase covers a whole HSK level: every unit in order, with video lessons and practice. The price is S$199 per level.

Can I buy a single unit instead of the whole level?

Yes. Single units are S$19 each.

How much are the small-group classes?

From S$899 for HSK 1 and S$999 for HSK 2. Each group keeps the same weekday and the same time for the whole course, so you can plan ahead.

How much is one-to-one?

SGD 135 per lesson on a 10-lesson pack, or SGD 120 per lesson on a 20-lesson pack.

Do you prepare students for HSK exams?

Yes, HSK 1 through HSK 6.

How long does a level take?

A group level runs as a scheduled course with a fixed number of sessions. Self-paced has no fixed schedule: you keep access to the level you bought and move at your own pace.

Payments and refunds

What payment methods do you accept?

Card payments through Stripe at checkout. For bank transfer or PayNow, use the enrolment page and send us the receipt.

Can I get a refund if I change my mind?

Yes, within 7 days of purchase, as long as you have not viewed more than 25% of the video content of the course or unit. The full rules are in our Refund Policy.

Can I refund a lesson pack?

How long does a refund take?

We aim to complete our review within 7 business days. Approved refunds are returned to the original payment method.

Can I get an invoice?

Yes. Invoices are available from your student dashboard after purchase.

Are there any hidden fees?

No. The price shown at checkout is the amount charged. Any fees charged by your own bank or card issuer are outside our control.

Lessons and scheduling

Can I reschedule a lesson?

Yes, up to 24 hours before the start time. Later than that the lesson is treated as delivered.

What happens if MandarinOS cancels a lesson?

We reschedule it, or return the fee where a suitable alternative is not possible.

Which platform do you use for live lessons?

Our own meeting room, opened from your dashboard. There is no extra software to install — it runs in the browser.

What if I cannot attend a group class?

Group classes follow a fixed schedule and a missed class is treated as delivered. Tell us in advance where you can, and we will advise on the best option.

Technical

A video will not play. What should I do?

Reload the page, try another browser, and check your connection. If it still fails, email us with the course name and the lesson title and we will look at it.

I forgot my password.

Use "Forgot password" on the login page. The reset link is sent to the email address on your account.

Where do I download my certificate?

From your dashboard, once you have met the requirements of the course.

Can I study on my phone?

Yes. Lessons play in the mobile browser and your progress is saved to your account.

Still stuck?

Email [email protected]. We reply within one working day.

Email us

If something went wrong on our side, use the complaint page so it is logged and tracked.

Complaints

Frequently Asked Questions

Getting started

Courses and pricing

Payments and refunds

Lessons and scheduling

Technical

Still stuck?

Courses

Company

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Frequently Asked Questions

Getting started

Courses and pricing

Payments and refunds

Lessons and scheduling

Technical

Still stuck?