Refund Policy

1. Overview

This Refund Policy explains when and how you may request a refund from MANDARINOS PTE. LTD. (UEN 202644063W), a company incorporated in Singapore ("MandarinOS", "we", "us" or "our"). It forms part of our Terms of Service. All amounts are in Singapore dollars (SGD).

It covers our three paid formats: self-paced courses, private 1-on-1 lesson packs, and live group classes.

We want you to be satisfied with your learning experience. If something is not right, please contact us at [email protected] before starting a chargeback, and we will do our best to resolve the matter with you directly.

2. Self-paced courses and digital products

2.1 Self-paced courses, single units and other one-time digital products may be refunded within 7 days of purchase, provided the course or unit has not been substantially accessed.

2.2 "Substantially accessed" means that you have viewed more than 25% of the video content of the course or unit, or have downloaded a substantial portion of its accompanying materials. Where a course has been substantially accessed, we may decline the refund or offer a partial refund at our discretion.

3. Private lesson packs and single lessons

3.1 Private 1-on-1 lessons are sold either as a single lesson or as a prepaid lesson pack (10 or 20 lessons). A pack is a block of prepaid lesson time, not a subscription: it does not renew on its own and no further payment is taken when the lessons run out.

3.2 A lesson pack may be refunded in full if you ask within 7 days of purchase and have not yet taken any lesson from it.

3.3 If you have already taken lessons from the pack, we refund the unused balance, calculated as the total price paid minus the number of lessons taken multiplied by our standard single-lesson rate (SGD 150). The pack discount applies to the pack as a whole; it is not retained on lessons already taken. Any part-lesson counts as a full lesson.

3.4 Once 30% or more of the lessons in a pack have been taken, the remaining balance is no longer refundable. You may instead ask us to extend the lessons or to transfer them to another learner, at our discretion.

3.5 A single lesson that has already been delivered is not refundable. A lesson you cancel at least 24 hours before the scheduled start is returned to your balance and can be rebooked.

3.6 Lesson packs have no expiry date. Lessons do not expire while your account remains open.

4. Live group classes

4.1 Live group classes are sold per term or per course round. Once a term or round has started, fees are not refundable except as set out in section 5.

4.2 A lesson you booked and did not attend, or cancelled within 24 hours of the start time, is treated as delivered and is not eligible for a make-up lesson or refund, except where required by law.

4.3 If MandarinOS cancels a lesson and cannot offer a suitable alternative, we will reschedule it or, where that is not possible, return the lesson to your balance or issue a proportionate refund.

5. Faulty or unavailable content

If any part of the Services is not delivered as described, or is materially unavailable for an extended period due to our fault, please contact us. We will provide a replacement, an extension of access, or a proportionate refund, as appropriate.

6. How to request a refund

To request a refund, email [email protected] with:

• the email address associated with your account;
• the date of purchase;
• the product concerned (course, lesson pack or class);
• the reason for your request.

We will acknowledge your request promptly and aim to complete our review within 7 business days. Approved refunds are issued to the original payment method via Stripe. Depending on your bank or card issuer, it may take a further 5 to 10 business days for the refund to appear. Where a refund is approved, the corresponding lessons or course access are removed from your account at the same time.

7. Exceptions and chargebacks

We may decline a refund where:

• the request is made outside the applicable refund period;
• a self-paced course has been substantially accessed (section 2.2);
• a lesson pack has passed the threshold in section 3.4;
• we reasonably suspect fraudulent or abusive behaviour, including repeated purchase-and-refund cycles, or a breach of our Terms of Service;
• the purchase was made through a third party or promotional channel with its own terms.

Nothing in this policy limits any rights you may have under the Consumer Protection (Fair Trading) Act or any other applicable Singapore law. Where the law gives you a right to a refund that is broader than this policy, the law prevails.

If you initiate a chargeback without first contacting us, we may suspend your account while the dispute is investigated. We ask that you contact us first so we can resolve the issue directly.

8. Contact

For any refund or billing question, please contact us at [email protected].

MANDARINOS PTE. LTD. (UEN 202644063W)
Email: [email protected]
Phone: +65 8382 2087
Registered in Singapore