Frequently Asked Questions

Technical Requirements

1. It’s very important that you are using Chrome browser to access our Virtual Classroom, and that your browser is up to date (to check if it is up to date, click Chrome – About Google Chrome)

On mobile devices, Virtual Classroom can also be accessed on  Safari 11 – for iPhone and iPad, and on Chrome or Opera – for Android.

To enjoy all benefits of the Virtual Classroom, we highly recommend joining classes from desktop computers.

2. Before signing up for our online lessons, you’ll need to make sure you have a fast and reliable computer, high-speed broadband connection, and also working microphone, speakers and webcam. A VOIP headset is useful but not essential.

3. To test your PC/Mac, you can also run a connectivity test that will list any problems you might have when joining a class. Issues marked in red need to be fixed before your lessons. Don’t worry if you see any issues marked in amber (yellow) though – you will still be able to join a class. 

4. To view lesson materials and homework in PDF format, we recommend that you use the latest version of Adobe Acrobat Reader

Yes, Virtual Classroom can also be accessed from mobile devices: for iPhone and iPad  – on  Safari 11, for Android – on Chrome or Opera. To enjoy all benefits of the Virtual Classroom, we highly recommend joining classes from desktop computers.

No, you don’t need to download any additional software.

You can reset your password by clicking on “Forgot your password?” on the log-in page, or from Account Details on your Dashboard.

About your Free Demo English Lesson

Taking a Demo Lesson is a great way to test your English level, discuss your learning goals with a qualified native English teacher, and experience a bite-size lesson. The best thing is that your Demo Lesson is also absolutely free – book it now and start learning!

One-to-One Demo lesson:

Your Demo Lesson (25min) is an exciting and engaging class where you can share your specific goals with one our native English teachers and discuss the best way to achieve them, in the format and within the timescale suitable for you.

In a relaxed and friendly atmosphere, your online English teacher will ask you a series of questions about you, your interests, your past experiences and your plans for the future – anything you’re happy to share. Of course, you can ask any questions of your own as well. Your English teacher is there to explain our courses in more detail, address your fears and doubts and help you feel more confident in your ability to improve your conversational English, or pass that Exam with the desired score!

Based on your conversation skills demonstrated during the initial introduction, your online English teacher will have a clear understanding of your level. You will then move on to the second part of the Demo Lesson that is usually tailor-made to the specific requirements you mentioned in your Booking Form. You will be introduced to the relevant lesson material, and you’ll work on the specific role plays and other exercises, as you would in your future lessons should you choose to continue your studies with us. You’ll also receive homework which you can send back to your English teacher for corrections.

Demo lesson in groups (for IELTS preparation):

IELTS preparation Demo Lesson is delivered by one of our IELTS experts who will tell you everything you need to know in order to maximise your score, and give you top tips for achieving a high band in each section of the IELTS exam.

During the Demo Lesson you will have the opportunity to ask your online English teacher any questions you may have on the right techniques and strategies required. By the end of your class you will be able to see how practising with a native teacher can help you be successful and confident in your exam. All lesson materials will be sent to you before your class.

Book your FREE Demo Lesson now, you won’t be disappointed!

All you need to do is to register on our website and fill out the Booking Form, and we will get in touch to confirm the arrangements.

No you don’t. We just need you to tell us as much as you can in your Demo Lesson Booking Form about your requirements, and we will make sure we’ve prepared a lesson plan relevant to your level and needs.

We use materials from Cambridge University Press, Oxford University Press, Macmillan, Pearson/Longman book sets, and various materials from our own Lesson Bank.

Shortly after your Demo class you will receive a full Demo Lesson Report with your (or your group) level assessment, recommended materials, course structure and your teacher’s comments. Your teacher will also confirm your timetable for your future lessons. We will keep it reserved, and if we receive your payment in the next 48 hours, it will be confirmed as secured.

About costs and payments

For more information about prices and payment methods visit our page Prices.

For one-to-one classes, you will discuss your timetable with your teacher during your Demo Lesson. It will be provisionally reserved for you, and if we receive your payment in the 48 hours after your Demo Lesson, we will confirm it as secured.

For group classes, please contact us to re-confirm your course starting date, and then sign in and make a payment from your Dashboard (click Buy Lessons).

To make a debit/credit card payment, you need to sign in to your Dashboard and click Buy Lessons. You will then be transferred to a secure payment system Sagepay to complete the transaction. For bank transfers, please contact us to request an invoice.

You can stop your course at any time. Money for any unused one-to-one lessons may be returned upon your written request made by emailing to within one month from the time of your last lesson taken, less an administration fee GBP 40.00. Group lessons fees are non-refundable. Please read our full Terms and Conditions before signing up for classes.

Transaction security

All transaction information passed between merchant sites and Sage Pay’s systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing you pass to Sage Pay’s servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Encryption and Data Storage

Once on our systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign’s Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so.

System security

Sage Pay’s systems are scanned quarterly by Trustwave which are an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands.

Sage pay is also audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. We are also active members of the PCI Security Standards Council (SSC) that defines card industry global regulation.

Links to banks

Sage Pay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.

Internal security

Sage Pay is controlled by Iris Scanners, which are the latest and most precise biometric security devices available for identification. As used by; chemical plants, airports, police stations, prisons and other facilities where security is paramount. No one can enter or leave the building without a valid security pass.

Staff validation

All employees at Sage Pay are Criminal Records Bureau (CRB) checked prior to employment and no unauthorised individual has access to or is able to decrypt transaction information or cardholder data. Our systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police).

Disaster recovery

Sage Pay operates on twin data centres to ensure optimal system security and uptime and has a full disaster recovery and business continuation policy.

About your English lessons

  • Our credentials and expertise: we are an official Cambridge English Exam Preparation Centre, and the only Online English School in the UK accredited by Continuing Professional Development Standards Office
  • Our teachers’ qualifications: all our online teachers are CELTA qualified which is the most reliable English Second Language teaching qualification. Also, most of our teachers are Cambridge examiners
  • Student centred approach: we offer tailor-made lessons to suit your level, timescale and budget
  • Also, we are, indeed, passionate about teaching English!

Your teacher will prepare materials that are relevant and interesting to you, and will focus on the specific skills that you wish to develop (e.g. Speaking and Listening only, Exam preparation techniques etc). Your teacher will be professional, on time and reliable as well as friendly and encouraging.

We teach all levels from Beginner to Proficient.

You can start straight away and as soon as your timetable is confirmed and you’ve completed your payment.

It depends on what you’d like to achieve but we advise with starting with 20 lessons of 50 minutes.

Your teacher will use the materials recommended in your Demo Lesson Report, all carefully selected from our digital library of Cambridge University Press, Oxford University Press, Macmillan, Pearson/Longman book sets, as well as online resources and our own Lesson Bank written by our online teachers.

Of course you can. All you need to do is send them to your teacher few days before your class. Your English teacher can help you with work presentations, business and academic proofreading, or any specific topics you wish to discuss related to your everyday life or work.

Your teacher will adapt to your style of learning, whether you prefer to be corrected at the time of the error or at the end of the lesson. Your teacher will always explain your mistakes so that you understand how not to make them again. Your teacher will also type in the corrections in the chat line.

After every 15 lessons you’ll receive a Progress Report where you will see details about your English skills and how you have improved them. Your teacher will also write recommendations on how you can continue to improve, and set the goals for the next block of lessons.

Log in to your Dashboard, click Messages and compose a message to your teacher with your homework attached.

You can choose from having 25, 50 or 75 minutes lessons.

Your teacher will send you your next lesson materials in a message that you can access from either your Dashboard (click Messages – Inbox), or from an email notification that you’ll receive in your mail inbox. We aim to send lesson materials at least 24 hrs before each class.

If homework is included in your course, you will be able to download it from a message received from your teacher (usually within 24 hrs after your class), or from an email notification. If you didn’t choose ‘lessons with homework’ option but would  like to upgrade, you’ll need to log in to your Dashboard, click Buy Lessons, select ‘with homework’ and make a new payment.

Yes, that’s right, you can have lessons absolutely free of charge!

We’ve received many compliments over the years from many happy students, but the greatest compliment is when they introduce friends, family or business colleagues to us. Please be aware how much we appreciate these referrals, and we can assure you they will be treated with the same care we’ve given to you and to all of our clients. When someone you refer to us starts their course, we will then arrange a free lesson for you as a Thank You.

Our teachers will remain online for 10 minutes after the class is due to start.

About the teachers

Yes, all our teachers are native speakers. They are all very experienced, dedicated and extremely passionate about their work. You will always be treated as an individual and your online English teacher will adapt the course to any change in your requirements. View our Teachers’ profiles here.

This is very important for us and we are very careful in selecting the right teacher for you. We will look at your requirements and make sure that you are matched with a teacher who has the right knowledge, experience and personality for you.

We do try, as much as possible, not to change your teacher. We want you to have the best possible learning experience in a relaxed, stable and continuous way.

We encourage you to stay with the same teacher whenever possible as the stability will really help you improve quickly. If for any reason you can no longer continue with your teacher, please contact us and we will discuss the different options available.

About your timetable

From your Dashboard, you can Cancel a lesson or Request an Additional Lesson. For permanent changes to your pre-arranged timetable, please send a message to our Admin Manager Ruth Martins (Dashboard – Messages  – Compose)

You can always reschedule an individual (one-to-one) lesson, and it won’t be charged providing you notify your Teacher or Admin two working day in advance. View our full Terms and Conditions here.

You will not be able to reschedule a group lesson or receive a refund for a missed group lesson, however you’ll still receive all lesson materials and homework.

Our teachers are extremely reliable and do not cancel or miss the classes, however, should this happen for any urgent reason like health issues or connection problems, we will notify you as soon as possible, you will not be charged for the lesson and the class will be rescheduled.

To continue your course with the same teacher and the same timetable, you need to make a new payment at least 2 working days before your last scheduled class. Unfortunately, if you do not make a payment in time, we can not guarantee that the same teacher and the same timetable will remain available. You should always contact us to discuss your circumstances and we’ll do our best to help.

Contact us to discuss your requirements and we will do the rest.

About reports, certificates and policies

After every 15 lessons you’ll receive a Progress Report where you will see details about your English skills and how you have improved them. Your teacher will also write recommendations on how you can continue to improve, and set the goals for the next block of lessons.

If your course consisted of 20 lessons of 50min or more, you can request a Course Completion Certificate in line with the Common European Framework of Reference for Languages. Inform your teacher and we’ll do the rest!