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Credits and refund policy

For institutional B2B purchases only, not parents' or students' course refunds.

Version: V1.0
Effective date: 2026-10-02
Applies to: TeachersABC institutional customers
Operator: LingoDos Inc. United States

This policy applies only to B2B services, Institution Service Credits, and implementation, platform and teaching operations services purchased by institutions from LingoDos Inc. / TeachersABC under an order.

This policy does not apply to:

  • Parents or students;
  • Course packages sold to students on institutional white-label websites;
  • Student Lesson Credits;
  • Consumer refund requests made by students to partner institutions.

The partner institution that actually sells courses, collects tuition and contracts with consumers is responsible for student and guardian refunds.

An institution refunding a student does not automatically require LingoDos to refund an equivalent amount to the institution.

1.1 Institution Service Credits

“Institution Service Credits,” or “institution Credits,” are B2B contractual units measuring agreed services purchased by an institution from LingoDos.

Depending on the order, institution Credits may cover:

  • Teacher-delivered lessons;
  • Teacher management;
  • Booking and scheduling;
  • The teaching platform;
  • Course content;
  • Agreed teaching operations;
  • Other services expressly listed in the order.

1.2 Nonmonetary nature

Institution Credits:

  • Are not legal tender;
  • Are not bank deposits;
  • Are not stored-value payment accounts;
  • Do not belong to the institution's students;
  • Do not earn interest;
  • Must not circulate publicly;
  • Cannot be redeemed for cash directly from LingoDos by students;
  • Do not mean LingoDos holds student tuition for the institution.

1.3 Student Lesson Credits

“Student Lesson Credits” are course entitlements allocated by an institution to a student account under its consumer contract with the student or guardian.

Institution Credits and Student Lesson Credits:

  • May be linked within the technical system;
  • Are not the same contractual rights;
  • Do not have the same refund relationship;
  • Must not be combined in accounting.

1.4 Paid Credits

Credits purchased with consideration actually paid by the institution to LingoDos.

1.5 Bonus Credits

Credits provided without charge for promotions, pilots, referrals, compensation or other reasons.

1.6 Used Credits

These include:

  • Credits for completed lessons;
  • Credits treated as used under the order for institutional or student late cancellation or no-shows;
  • Credits for lessons not completed because of institutional or student devices, networks, incorrect information or time zones, where the teacher prepared on time and fulfilled reasonable waiting duties;
  • Credits used for other agreed services;
  • Other Credits expressly treated as used by the order.

1.7 Unused paid Credits

Paid Credits that have not been used, expired, lawfully deducted or allocated by the institution to an order being performed.

2.1 Order information

Each order should specify:

  • Credit quantity;
  • Teacher pool;
  • Unit price;
  • Total price;
  • Currency;
  • Validity period;
  • Applicable services;
  • Cancellation and no-show rules;
  • Bonus Credits;
  • Platform fees;
  • Implementation fees;
  • Customization fees;
  • Taxes;
  • Payment method;
  • Special refund arrangements.

2.2 Activation conditions

Unless the order states otherwise, Credits are activated after:

  1. LingoDos receives full payment;
  2. The institution passes necessary identity and risk checks;
  3. Its institutional account is opened;
  4. Required order information is supplied;
  5. Applicable data and compliance prerequisites are completed.

2.3 Prices and currencies

The order determines prices and currencies.

The institution bears charges levied on it by its paying bank, intermediary banks or payment providers.

LingoDos bears charges levied on it by its receiving bank, unless otherwise agreed in the order.

2.4 Taxes

Each party bears taxes legally allocated to it.

An institution legally required to withhold tax must:

  • Give advance written notice;
  • Follow the order;
  • Supply lawful evidence of tax payment;
  • Not deduct the same amount twice.

3.1 Default validity

Unless the order provides otherwise:

  • Paid Credits remain valid for twelve months from activation;
  • Bonus Credits do not outlast the corresponding paid Credits;
  • Paid Credits expiring soonest are used first;
  • The institution must monitor balances and expiry dates.

3.2 Expiry reminders

TeachersABC may provide reminders through accounts, email or other reasonable channels. Failure to send a reminder does not automatically extend an order, except where LingoDos's fault prevents reasonable use.

3.3 Reasons attributable to LingoDos

If LingoDos causes prolonged unavailability of relevant services, depending on the circumstances we will:

  • Extend validity;
  • Offer alternative services;
  • Convert Credits;
  • Restore Credits;
  • Refund unresolved undelivered portions under this policy.

3.4 Reasons attributable to the institution

Expiry because the institution, students or institutional customers did not schedule lessons, supply information or use services is handled under the order.

For significant objective changes, the parties may negotiate reasonable extensions or adjustments in good faith.

4.1 Normal completion

The corresponding institution Credit is deducted after normal lesson completion.

4.2 Advance student cancellation

Unless the order provides otherwise:

  • Cancellation at least twelve hours before the lesson restores the corresponding institution Credit;
  • This includes cancellation exactly twelve hours before the lesson.

4.3 Late cancellation and no-shows

For cancellation less than twelve hours before a lesson, or a student not entering on time when the teacher has waited as required:

  • The corresponding Credit is generally deducted;
  • The institution determines any student lesson deduction under its consumer contract;
  • Voluntarily waiving a student deduction does not automatically require LingoDos to restore the institution Credit.

4.4 Teacher cancellation

If a teacher cancels without a reasonable equivalent-level replacement:

  • No Credit is deducted; or
  • The corresponding Credit is restored; or
  • The lesson is rescheduled without charge.

4.5 Teacher replacement

If LingoDos arranges a reasonable equivalent-level replacement meeting order standards and the lesson is completed, the Credit is consumed normally.

4.6 Teacher lateness

Where lateness materially affects a lesson, depending on the circumstances we will:

  • Make up the time;
  • Reschedule without charge;
  • Restore Credits proportionally or in full.

4.7 Platform failures

If a core platform failure reasonably within LingoDos's control prevents the lesson proceeding reasonably for more than ten minutes:

  • The Credit is restored; or
  • The lesson is rescheduled without charge.

4.8 Institutional or student technical problems

Where a teacher prepared on time and fulfilled reasonable waiting duties, Credits are generally deducted if a lesson cannot finish because of:

  • Institutional or student networks;
  • Devices;
  • Power;
  • Cameras or microphones;
  • Software permissions;
  • Incorrect time zones;
  • Institutional data import errors;
  • Failure to prepare according to technical requirements.

Specific disputes are assessed using the order, logs, each party's responsibility and fairness.

4.9 Duplicate deductions and system errors

For duplicate deductions, obvious calculation errors or unauthorized Credit adjustments, we will:

  • Correct records;
  • Restore Credits;
  • Provide reconciliation explanations;
  • Address resulting direct and reasonable losses under law and contract.

Credit restoration is not a cash refund.

5.1 Basic characteristics

Bonus Credits:

  • Have no separately paid institutional consideration;
  • Generally have no cash refund value;
  • Cannot be transferred separately;
  • Cannot be separately extended unless the order allows;
  • Are generally cancelled if unused when the associated paid order is refunded, rescinded or terminated.

5.2 Usage order

Unless the order states otherwise, the system generally consumes:

  1. Paid Credits expiring soonest;
  2. Other paid Credits;
  3. Bonus Credits.

5.3 Used bonus Credits

Used bonus Credits will not be clawed back at inflated prices or through opaque calculations.

We consider:

  • Their reasonable value;
  • Order amount;
  • Performance of the order;
  • Reason for the refund;
  • Each party's fault;
  • Good faith;
  • Express order terms.

6.1 Implementation fees

Implementation fees may cover:

  • Brand configuration;
  • Domains and certificates;
  • Page configuration;
  • Accounts and permissions;
  • Data import;
  • Training;
  • Launch support.

Before implementation begins, institutions may request cancellation under this policy.

Once it begins, fees for completed work are generally nonrefundable.

6.2 Platform fees

Platform fees for a billing cycle already started are generally nonrefundable unless:

  • The order provides otherwise;
  • LingoDos fails to supply the core platform and does not repair within a reasonable period;
  • Law or a written agreement requires otherwise.

6.3 Custom services

Completed or ongoing custom development, design, migration, third-party procurement and dedicated services are handled under the order, change order and actual work completed.

No additional paid custom work is undertaken without the institution's written confirmation.

7.1 Institutions independently handle consumer refunds

Refunds to students or guardians concern the institution's legal relationship with consumers.

The following do not automatically require LingoDos refunds or Credit restoration:

  • A student changing their mind;
  • Institutional salespeople's promises or errors;
  • Voluntary institutional refunds beyond the contract;
  • Institutional advertising, recruitment or pricing issues;
  • Extra benefits granted to students by the institution;
  • Institutional licensing or qualification issues;
  • Institutional closure;
  • Parents' complaints against the institution;
  • Institution-set low prices, promotions or substantial bonus lessons;
  • Failure to arrange student use of Credits on time.

7.2 Grounds for adjustments

Institutions may seek Credit restoration, extensions, alternatives or order-based refunds for undelivered services where:

  • A teacher did not deliver a lesson;
  • LingoDos failed to offer a reasonable replacement;
  • The platform remained unavailable for a prolonged period within LingoDos's control;
  • Credits were deducted twice;
  • There was an obvious system error;
  • LingoDos materially failed to perform core order obligations;
  • Other grounds are expressly permitted in the written order.

7.3 No automatic transfer of risks

LingoDos does not directly shift internal teacher payments, sales commissions or undisclosed costs to institutional consumer refunds.

Institutions must not automatically shift their recruitment, collection, refund or local business risks to LingoDos.

Unless the order provides more favorable terms, cash refunds mainly apply in these circumstances.

8.1 Duplicate, erroneous or unauthorized payments

These include:

  • Duplicate payment for the same order;
  • Obvious overpayment;
  • Erroneous system charges;
  • Reasonably verified unauthorized payments.

8.2 Cancellation before activation

An institution may request cancellation within five business days after payment, provided all these conditions are met:

  • Credits have not been activated;
  • Teacher matching has not begun;
  • The white-label environment has not been configured;
  • Data import has not occurred;
  • No implementation or custom work has occurred;
  • No irrevocable third-party costs have arisen.

LingoDos may deduct nonrefundable third-party expenses disclosed before purchase, confirmed in writing by the institution and actually incurred.

8.3 Material nonperformance by LingoDos

Where LingoDos materially fails to perform core order obligations and, within fifteen business days after receiving specific written institutional notice, has not:

  • Repaired the issue;
  • Provided a reasonable alternative;
  • Granted a reasonable extension;
  • Reached another written resolution;

the institution may request a refund for affected unused paid Credits.

8.4 Permanent service cessation

Where LingoDos permanently stops the relevant services without a reasonable alternative:

  1. The parties first discuss migration, replacement or Credit conversion;
  2. Unresolved affected unused paid Credits are refunded.

8.5 Express order rights

A specific order, master services agreement or service order may grant additional refund rights.

To the extent permitted by law and the order, these are generally nonrefundable:

  • Used Credits;
  • Late-cancelled lessons or student no-shows;
  • Completed implementation;
  • Completed customization;
  • Actual irrevocable third-party expenses disclosed in advance;
  • Platform fees for a billing cycle already started;
  • Bonus Credits;
  • Institutional consumer refunds to students;
  • Suspension or termination resulting from institutional breach, unlawful conduct, false information or high-risk activity;
  • Reasonable expenses caused by institutional account abuse, platform circumvention or security incidents;
  • Other expressly listed and delivered order services.

Refunds are generally calculated as follows:

Refund amount
=
Amount actually paid for affected unused paid Credits
−
Fees for services actually delivered
−
Separately itemized implementation or customization actually completed
−
Nonrefundable third-party expenses disclosed in the order and actually incurred
−
Taxes lawfully deductible

The refund amount cannot be less than zero.

Unless there is a separate institutional breach or indemnification obligation, LingoDos does not require additional Credit differences exceeding the relevant order's unsettled balance because of a refund.

Submit requests through:

Include:

  • Institutional legal name;
  • Order number;
  • Credit quantity;
  • Affected lessons or services;
  • Facts and reasons;
  • Relevant logs or evidence;
  • Requested resolution;
  • Original payment information.

Do not send:

  • Passwords;
  • Full bank card numbers;
  • Unrelated sensitive student information;
  • Unnecessary identity documents.

12.1 Acknowledgment

After receiving complete materials, we generally act within five business days to:

  • Acknowledge receipt;
  • Request necessary additional information;
  • Or explain the preliminary review result.

12.2 Remedies first

For service issues we may first offer:

  • Credit restoration;
  • Replacement teachers;
  • Rescheduling;
  • Validity extensions;
  • Alternative services;
  • Credit conversion;
  • Other commercial solutions agreed by both parties.

Offering remedies first must not remove refund rights expressly granted by the order or law.

12.3 Initiating refunds

Approved refunds are generally initiated within ten business days.

Actual receipt may be affected by:

  • Banks;
  • Intermediary banks;
  • Payment institutions;
  • Cross-border payments;
  • Public holidays;
  • Risk review.

12.4 Original payment route

Refunds generally:

  • Follow the original payment route;
  • Use the original order currency;
  • Go to the original payer.

If the original route is unavailable, the parties confirm an alternative in writing after identity, account and fraud-prevention checks.

When an institution initiates a card chargeback, payment reversal or bank dispute:

  • LingoDos may suspend its account, bookings and undelivered services;
  • Both parties must supply truthful contract, payment and performance records to the payment provider;
  • Evidence must not be falsified or concealed;
  • The same payment cannot receive both a platform refund and a duplicate payment-channel refund;
  • Reasonably verified mistaken payments and lawful payment disputes are not treated as malicious;
  • Knowingly making a false chargeback after performance is a material breach.

Institutions should regularly reconcile:

  • Credit purchases;
  • Allocations;
  • Bookings;
  • Completions;
  • Cancellations;
  • No-shows;
  • Restorations;
  • Balances;
  • Teacher delivery;
  • Bills;
  • Refunds and adjustments.

Report errors as soon as possible.

LingoDos should keep reasonable contract, order, lesson, Credit and operation records and provide available reconciliation information in disputes.

An obvious system error does not automatically become uncorrectable because it was not raised promptly.

15.1 No material institutional breach

For normal termination under the order:

  • Used Credits are not refunded;
  • Completed services are not refunded;
  • Unused Credits are handled under the order and this policy;
  • Both parties complete reconciliation;
  • Unsettled payments become due.

15.2 Material institutional breach

For termination because of institutional fraud, unlawful conduct, child safety risks, data violations, malicious attacks, off-platform teacher solicitation or other material breach:

  • LingoDos may offset direct, reasonable losses actually incurred;
  • Unused Credits are handled under the master services agreement and order;
  • Standard terms must not exempt LingoDos from its own responsibility;
  • The institution remains responsible for its consumer refunds.

15.3 Material LingoDos breach

For termination caused by material LingoDos breach, affected unused paid Credits are refunded under this policy and the order.

Updated policies apply to:

  • New orders;
  • Renewals;
  • Credits purchased after the update.

Core rights of purchased Credits are not reduced retroactively, except where legally required, agreed by both parties or correcting obvious errors.

LingoDos Inc. / TeachersABC
Address: 99 Wall Street #2099, New York, NY 10005, United States
Support email: support@teachersabc.com
Billing email: support@teachersabc.com