General Terms & Conditions

Enrollment

• Enrollment in some of the IMMERSE courses may be subject to pre-course assessment to determine the Student’s suitability to enroll in lessons. IMMERSE reserves the right to refuse admission or discontinue the enrollment of any Student who, in its opinion:
  • do not meet the minimum requirement for a course and/or
  • may impede the learning of other Students at the center.
• Each Student shall fill out an Enrollment Form, which enables IMMERSE to understand the background and goals of Students in order to provide them with targeted support and coaching.
• Enrollment in IMMERSE courses is processed on a first-come, first-served basis. Enrollment is confirmed only after IMMERSE issues written confirmation (via WhatsApp/email) and full payment is received within 48 hours. Unpaid bookings will be automatically released, and timeslots may be offered to others. No provisional bookings are guaranteed without payment.
• IMMERSE reserves the right to change the class instructor as deemed appropriate or necessary.
• The Student’s class schedule is drawn up by the Student and IMMERSE administration, not between the Student and the instructor. Kindly refer to the terms in the section of Cancellation and Make-Up Class Arrangement when the Student is unable to attend a scheduled lesson.
• IMMERSE does not accept same-day bookings for either trial classes or regular sessions, requiring all appointments to be scheduled at least 24 hours in advance. Students are permitted to reschedule a trial class once, provided the new session occurs within one month of the originally booked date. All trial class cancellations and rescheduling are subject to the terms outlined in IMMERSE’s Cancellation & Make-Up Class Policy, which governs attendance requirements and applicable fees.

Statement of Prices & Hours

• IMMERSE services and products are charged at the prices applied at the time of enrollment confirmation.
• No combination of packages is allowed once the previous package has started over 2 months or in progress half way.
• Price quotation is valid for a period of 30 days from the date of quotation or until the introduction of new pricing policy, whichever is earlier.
• Depending on the program booked, an additional service charge for consultative and administrative expenses (please refer to Appendix) may apply. The exact amount is shown in the booking process as Service Charge.
• Each lesson is of a minimum duration of 1 hour. IMMERSE does not offer a lesson shorter than 60 minutes, except for Playgroup (for children aged less than 5 years old)
• A lesson requested to be held outside of IMMERSE’s premise induces a minimum duration of 1.5 hours and a travel Fee is applicable per lesson. The exact amount can be found in the Travel Fee Schedule (please refer to Appendix).
• A lesson conducted on a Hong Kong Public Holiday induces a surcharge of HKD100 on top of its hourly fee. No discount nor promotion rate can be applicable on the surcharge.

Payment

• All Course Fees (package/ lesson) must be paid in advance before the Student attends IMMERSE Courses. IMMERSE reserves the right to prevent a Student/Client from attending the class if the Course Fees have not been paid.
• All fees specified in the invoice, including applicable service charges and travel fees, must be paid in full within forty-eight (48) hours of receiving the official booking confirmation via WhatsApp. No booking shall be considered confirmed until full payment has been received and verified by IMMERSE. Should payment not be completed within these 48 hours, IMMERSE reserves the right to immediately release the reserved timeslot without further notice, making it available to other students. The release of a timeslot due to non-payment does not constitute grounds for dispute or compensation claims.
• Bookings requested with less than twenty-four (24) hours’ notice before the scheduled class time require immediate payment at the time of confirmation. Please note that same-day (within 12 hours) bookings are strictly prohibited under all circumstances.
• All payments to IMMERSE must be made in Hong Kong Dollars (HKD) through one of the following accepted methods: cash payments (only accepted for in-person transactions at IMMERSE centers), cheques made payable to “Immerse Languages Institute Limited”, bank transfers including FPS, PayMe, AliPay, WeChat Pay, credit/debit card payments processed through Stripe, or KPay.
• Please note that for card payments processed through Stripe, a non-refundable processing fee of 3.6% of the total transaction amount will be applied. Similarly, payments made through KPay will incur a non-refundable processing fee of 2% of the total amount. No additional processing fees apply to other payment methods. All processing fees charged by third-party payment providers are non-refundable under any circumstances, including but not limited to cases where services are canceled or refunds are issued for other portions of the payment. IMMERSE does not absorb any payment processing fees under any conditions.
• IMMERSE reserves the right to apply late fees for late payment of Course Fees as follows:
• 10% late charges apply on outstanding fees after 15 working days of the Assigned Due Date
• Once payment is successfully received and settled, the Student/Client will receive an electronic confirmation notice followed by an official receipt.
• All Course Fees are non-refundable after the course commencement with exceptions of the circumstances specified in the terms of the Refund Policy.
• When a time-limited promotional discount applies to specified IMMERSE Courses, Course Fees must be received in full on or before the end of the specified discount period to be eligible for such discounts.
• An installment payment arrangement can only be set up for a package with total fee over HK$20,000 or that contains more than 20 lessons, whichever is lower.
• The first installment is due as per IMMERSE’s standard payment policy, and all subsequent installments shall follow the schedule specified in the written payment plan. Failure to adhere to the agreed-upon dates may result in suspension of services and forfeiture of paid amounts.
• Payment for all learning materials shall be due immediately upon receipt of the materials.

Late Arrivals or No Show

• For both private and group classes (in-person or online), if a student is not present within the first five (5) minutes, IMMERSE will attempt contact via phone and/or text.
• If the student fails to join within twenty (20) minutes and IMMERSE has made three (3) contact attempts, the session will be deemed a no-show.
• No refunds, rescheduling, recording nor time extensions will be granted for late arrivals or no-shows.

Rescheduling and Cancellation Policies

All rescheduling requests must be formally submitted to IMMERSE Administration (via email, WhatsApp, or official portal) – direct communication with instructors about schedule changes will not be accepted as valid requests. IMMERSE bears no responsibility for any miscommunication or scheduling conflicts arising from unauthorized discussions between students and instructors regarding class changes. Official confirmation of any rescheduled sessions will only be recognized when issued in writing by IMMERSE Administration.

Private Classes:

Request Requirements:

• (i) All rescheduling or cancellation requests must be submitted in writing (via email, chat message, fax, or letter) to IMMERSE administration no less than twenty-four (24) weekday hours prior to the scheduled session.
• (ii) The request must include a valid reason for rescheduling (see Definition of Valid Reasons below). IMMERSE reserves the right to deny requests without adequate justification.

After-Hours Submission:

• Requests sent after 7:00 PM will be processed the next business day.
• The 24-hour notice period will be calculated from the opening of the next business day.

Administrative Fees:

• If a student submits more than two (2) rescheduling requests within a calendar month (or every thirty (30) consecutive days), or attempts to reschedule an already rescheduled class, a fee of HKD80 per request will be charged for administrative processing.
• This fee must be paid before confirming the new session time.

Processing Timeline:

• Requests submitted during weekends or public holidays will be processed on the immediately following business day, provided that the twenty-four (24)-hour notice period is still met from the time of processing.

No-Show Policy:

• Failure to provide sufficient notice (less than twenty-four (24) weekday hours) or a valid reason will result in the session being classified as a “no-show”, and no make-up class will be arranged.

Make-Up Session Validity:

• Rescheduled lessons must occur within fourteen (14) days of the original session date or the last lesson in the course package, whichever is applicable.

General Condition:

• • Missed classes (no-shows) and make-up sessions are non-refundable and non-transferable between students or courses.
  • Make-up classes that are unattended will not be rescheduled or refunded.

Group or Semi-private Classes: 

Notice Requirement:

• All cancellation or rescheduling requests must be submitted in writing (via email or chat message) to IMMERSE administration no less than twenty-four (24) weekday hours prior to the scheduled session.
• Requests sent after 7:00 PM will be processed the next business day.
• Late Requests: Failure to provide sufficient notice will result in the session being charged in full, with no eligibility for recordings or make-up sessions.

Recording Provision:

• Students aged six (6) years or older enrolled in a course package of ten (10) or more sessions may request a recorded session for up to two (2) absences per ten (10) sessions, provided the absence was notified per the 24-hour notice requirement.
• Recordings are subject to instructor and participant consent. IMMERSE reserves the right to deny recording requests at its discretion.
• Playgroups (Ages 3–5): Recordings are not available for playgroups. All absences will be charged in full.

No-Show Policy

• Failure to attend a session without prior notice will result in the session being forfeited, with no access to recordings or refunds.

Recording Terms

• Access: Recordings will be shared via a secure link and must be viewed within seven (7) days of distribution.
• Usage Restrictions:
  • Recordings are for the sole use of the registered student and may not be shared, downloaded, or redistributed.
  • Violations will result in suspension of recording privileges and may lead to termination of enrollment without refund.

General Conditions

• • Technical Limitations: IMMERSE is not liable for recording failures due to technical issues (e.g., internet disruptions, equipment malfunctions).
  • Instructor Discretion: The availability of recordings may vary based on class format or instructor policies.

Rescheduling Request & Parent/Student Responsibilities

• It is the responsibility of the student/parent to attend sessions as originally scheduled. IMMERSE is not liable for forfeited classes due to non-compliance with this policy.
• Admin Follow-Up Protocol:
  • Upon receiving a rescheduling request, IMMERSE will provide available timeslots once via email/chat.
  • If the parent/student fails to respond within 48 hours, the admin will attempt follow-up contact three (3) times (on separate days).
  • No response after 3 attempts or 14 days (whichever is longer): The original class will be deemed forfeited, billed in full, and ineligible for make-up.

Sick Leave

Private Classes:

Advance Notice Requirements

• 24+ Hours’ Notice: Students may request a make-up class without submitting a medical certificate, provided the cancellation notice is given at least twenty-four (24) hours prior to the scheduled session.
• 4–24 Hours’ Notice: A make-up class will only be arranged if the student submits a valid medical certificate dated no later than one (1) day of the scheduled class. The certificate must be received by IMMERSE administration before the original class start time.
• <4 Hours’ Notice: No make-up class will be granted, regardless of medical certificate submission. The session will be charged in full.

Medical Certificate Validity

• Certificates must:
  • Be dated the same day or one (1) day prior to the canceled class;
  • Clearly state the student’s name and date of incapacity;
  • Be issued by a registered medical practitioner.
• Retroactive certificates (dated after the class start time) are not accepted.

Group or Semi-private Classes: 

Recording Eligibility

• 24+ Hours’ Notice:
  • Students aged six (6) or older may request a session recording without a medical certificate.
  • Playgroups (ages 2–5): Recordings are not available under any circumstances.
• 4–24 Hours’ Notice:
  • A recording will only be provided upon submission of a valid medical certificate, received before the class start time.
• <4 Hours’ Notice:
  • No recording will be granted, even with a medical certificate. The session will be charged in full.

Medical Certificate Validity

• • Certificates must:
    • Be dated the same day or one (1) day prior to the canceled class;
    • Clearly state the student’s name and date of incapacity;
    • Be issued by a registered medical practitioner.
  • Retroactive certificates (dated after the class start time) are not accepted.

Recording

• Access: Recordings will be shared via a secure link and must be viewed within seven (7) days of distribution.
• Usage Restrictions:
  • Recordings are for the sole use of the registered student and may not be shared, downloaded, or redistributed.
  • Violations will result in suspension of recording privileges and may lead to termination of enrollment without refund.
• General Conditions
  • Technical Limitations: IMMERSE is not liable for recording failures due to technical issues (e.g., internet disruptions, equipment malfunctions).
  • Instructor Discretion: The availability of recordings may vary based on class format or instructor’s discretion.

Make-Up Class Teacher Availability

• IMMERSE will prioritize assigning the original teacher for make-up sessions but cannot guarantee their availability.
• If the original teacher is unavailable:
  • The student must accept a make-up session with a substitute teacher of equal qualification.
  • No refunds or credits will be issued for refusal of a substitute teacher.
  • Unused make-up sessions expire per standard policy (14 days from original class date).

Course Withdrawal / Switching

1. Policy on Course Withdrawals

• Under no circumstances shall students be permitted to withdraw from any Term or Package Course once enrollment has been confirmed. All course fees shall remain payable in full for the entire duration of the enrolled term, regardless of attendance or participation. This policy applies without exception to all courses with a duration exceeding six months.

2. Exceptional Course Switching Provisions

• Notwithstanding Section 1, IMMERSE may, at its sole discretion, consider requests to transfer to an alternative course only under the following strictly defined circumstances:

2.1 Approved Grounds for Transfer

Course transfer requests will only be entertained when supported by verifiable documentary evidence demonstrating one of the following compelling reasons:

• • Certified medical conditions that render continued participation in the originally enrolled course impossible, as evidenced by an official medical certificate from a registered practitioner;
  • Permanent relocation outside of Hong Kong, supported by proof of address change;
  • Other extraordinary circumstances as may be determined by IMMERSE management on a case-by-case basis.

2.2 Transfer Request Procedure

Students seeking to transfer courses must adhere to the following protocol:

• • A formal written request must be submitted to IMMERSE administration no less than thirty (30) calendar days before the proposed transfer date;
  • The request must include all relevant supporting documentation substantiating the claimed exceptional circumstances;
  • Upon approval of the transfer request, a non-refundable administrative processing fee of HKD500 shall be payable before the transfer can be effected.

2.3 Transfer Conditions and Limitations

All approved course transfers shall be subject to the following conditions:

• • Transfers may only be granted once during any enrolled course term;
  • The alternative course must be of equal or greater value than the original enrollment, with any balance remaining non-refundable;
  • No transfers shall be permitted during the final three months of any enrolled course term;
  • Availability of alternative courses, teachers, or schedules is not guaranteed.

3. Consequences of Non-Attendance

• • • If a student ceases attendance without an approved course transfer:
    • All outstanding fees for the remainder of the enrolled term shall become immediately due and payable;
    • Access to all course materials and services shall be terminated forthwith;
    • No credit or refund shall be issued for any unused portion of the course.

Refund Policy

There is no refund for IMMERSE Courses confirmed by IMMERSE and the Student, except in the event that:

• A confirmed IMMERSE Course which has not commenced needs to be canceled by IMMERSE. IMMERSE will refund in full no later than one month after the notification date of Course cancellation.
• An IMMERSE Course which has commenced ceases to continue, and the Student declines the revised arrangements offered by IMMERSE.  IMMERSE will refund on a pro-rata basis no later than one month after the notification date of Course cancellation.
• In the case of IMMERSE closure prior to the commencement of an IMMERSE Course, we will refund in full the outstanding course fee to the students/clients immediately.
• If a course cannot be operated according to the arrangements specified in the fee receipts and students decline the revised arrangements offered by IMMERSE, we will refund in full or on a pro-rata basis the course fee collected as soon as possible and in any event not later than one month after the students/clients have requested for the refund.
• If a course cannot be operated on the date or at the time specified in the course leaflet and students decline the revised arrangements offered by our school, IMMERSE will refund in full or on a pro-rata basis the course fee collected as soon as possible and in any event no later than one month after the students/clients have requested for the refund.
• In case of cessation of a course after its commencement, IMMERSE will refund to students the course fee collected on a pro-rata basis as soon as possible and in any event not later than one month after the cessation of the course.

Please refer to here for the Refund Pocedures or contact our Support Team for more details.

Student/Client’s Responsibilities

By enrolling with IMMERSE, the Student/Client agrees:

• Intellectual Property: Not to reproduce, distribute, or disclose any class materials (lesson notes, assessments, tests, etc.) without IMMERSE’s prior written consent.
• Non-Solicitation: Not to solicit or engage instructors employed/contracted by IMMERSE for private tuition without written authorization.
  
• Communication: To check messages or emails regularly for official notifications.
• Attendance: To attend all enrolled classes punctually to maximize learning outcomes.
• Information Accuracy: To warrant that all provided enrollment information is accurate and to update IMMERSE promptly of any changes.
• Health & Safety: Not to attend classes while suffering from contagious illnesses or conditions that risk community health.
• Code of Conduct: To abide by all IMMERSE policies, including:
  • • Treating staff, instructors, and peers with respect;
    • Protecting school property from damage or misuse;
    • Maintaining cleanliness in all learning spaces.

Technical Prerequisites for On-line Tuition

• In order to participate in IMMERSE Online Classroom, Students must have access to a fully functional headset and a broadband internet connection. The Student is responsible for ensuring that the technical requirements are met.
• IMMERSE administrative staff is present during on-line classes to keep classroom order.
• IMMERSE administrative staff is present during on-line classes to assist Teacher and Students with technical issues.
• IMMERSE reserves the right to access or record any online classes for internal training purposes only.

Adverse Weather Conditions Policy

• All classes are automatically canceled when Typhoon Signal No. 8 (or higher) or Black Rainstorm Warnings are in force. Canceled classes will not be refunded but can be rescheduled.
• IMMERSE continues to operate during Amber Rainstorm Signal and Typhoon Signal No. 1.  Cancellations during this time will be charged.
• IMMERSE continues to operate during Red Rainstorm Signal and Typhoon Signal No.  3.  Cancellations during this time will be charged, unless for classes at the kindergarten level.  Kindergarten-level classes during this time can be rescheduled without extra charges.
• Classes shall be held if Typhoon Signal No. 8 or Black Rainstorm Signal are lowered TWO (2) hours before the scheduled start time of the class.
• For more detailed of the policy, please click here.

 Rights

• IMMERSE reserves the right to change the terms and conditions at any time.  Students/Clients will be informed of any changes through our website information or by email.
• IMMERSE reserves the right to cease studies for a Student whose parent has solicited IMMERSE staff to teach in a private capacity.  Note that staff is under contract to bring such cases to our attention.
• Cessation of studies is a last resort.  In the context of misbehavior, adequate warning and advice will be extended to the Student, and their parents duly informed before issuing notification of the cessation of their studies.  All cessation is non-refundable.
• IMMERSE reserves the right to use all material, photographs and videos produced, in part or whole, on IMMERSE premises, in our publications.

Laws and Enforceability

• Applicable Law: These Terms and Conditions shall be governed by and construed exclusively in accordance with the laws of the Hong Kong Special Administrative Region.
• Jurisdiction: Any dispute arising under these Terms shall be:
  • First submitted to mediation through a Hong Kong SAR-approved mediator, with costs shared equally;
  • If unresolved within 30 days, subject to the exclusive jurisdiction of Hong Kong SAR courts.
  • Parties irrevocably waive objections to this venue.

• Severability & Replacement: If any provision is held invalid:
  • The remainder shall remain enforceable;
  • The invalid provision shall be replaced by a valid one reflecting IMMERSE’s original intent.
• Amendments: IMMERSE reserves the right to update these Terms at any time. Notice will be provided via email/website, and changes apply immediately unless otherwise stated. Continued service use constitutes acceptance.
• Language: The English version prevails over any translations.

Final Provisions

Additional Policies

• For further details, please refer to the following documents:
  • Refund Policies & Procedures
  • Adverse Weather Conditions Policies

Acknowledgment & Acceptance

• By continuing to use IMMERSE’s services after thirty (30) days from the date of this document’s dispatch, you are deemed to have:
  • Read and understood these Terms and Conditions in their entirety;
  • Unconditionally agreed to be bound by all provisions herein.

Queries

• Any questions regarding these Terms must be submitted in writing to hello@imlanguages.com or +852-64324429 within the 30-day notice period.

*Kindly refer to the separate “Refund Policies & Procedures” and “Adverse Weather Conditions Policies” for further details.

Kindly read through the above and contact us if you have any questions. If we do not hear from you within a month of the dispatch of this document, we assume you acknowledged and agreed with the above General Terms and Conditions stated.