Frequently Asked Questions - Student
How can we help you?
You need a stable internet connection and a device with a microphone and camera. You can use a computer, tablet or smartphone. We recommend the use of a computer and a pair of headsets to assure the best possible sound quality. The recommended download/upload speed requirements for Skype video call is 300kbps / 300kbps. You can check the speed of your connection here.
If you are not a fan of Skype, you can use alternatives like FaceTime, Google Hangouts, Zoom, Messenger etc. Agree with your teacher on which application suits you both.
Choose a teacher from our teacher list and contact them for a free trial lesson or book a first lesson directly.
You can filter our teacher list by:
Teachers decide themselves whether they offer a free trial class or not. Teachers indicate this in their profile.
If you see that the teacher you have chosen does offer a free trial lesso, ask your them to join a free trial class.
Once your teacher has accepted your lesson request, you buy lesson hours by clicking on the "Buy hours" button in your teachers profile.
You can buy 1, 4, 8, 12 or 24 hours. The more hours you buy, the bigger the discount you get.
You can directly book lessons based on the availability of your teacher. Check your teacher's profile.
You can also agree on a time and day with your teacher and your teacher will book the class for you.
Our cancellation policy is of 24 hours. In other words, you can cancel free of charge up to 24 hours prior to your class. Contact your teacher if you need to cancel a lesson.
To reschedule or cancel lessons, you have to contact your teacher. Send them a message as early as possible.
You can cancel a lesson up to 24 hours before the scheduled beginning time with no charge. If you cancel within 24 hours of the scheduled lesson, you will get charged for the lesson. An exception is when your teacher agrees on not charging you for the cancellation.
No, your purchased hours do not expire. You can use them whenever you want.
Yes, your teacher provides learning materials.
Every teachers has their own methods. Therefore, materials can differ per teacher. They are chosen in accordance with your needs. Learning materials could be scanned parts of books, online exercises, videos, music, web pages, news or screen sharing. Ask your teacher about their method and provided learning materials.
Next to that, you can always exercise with our learning materials for free! Find our online language courses here.
You can decide the duration together with your teacher. Some students prefer only 30 minutes of lessons, others 1 hour and others even longer.
Use the filter "native speaker from" in our teacher list to limit your search to native speakers.
Yes, we check the qualifications of all our teachers before we accept them in our community.
Many of our teachers also had a personal conversation with one of our employees, during which we intensively examine the experiences and train the teacher specifically on the subject of online lessons.
Yes, you can invite friends to join your lessons and share the costs.
Talk to your teacher about group lessons and your wish to invite friends. Our teachers have the possibility to increase the price per hour (e.g. from 17 Euro to 20 Euro) if you are two or more students.
But still, overall it will be much cheaper for each of you as you share the costs.
If you miss a lesson, you should contact your teacher as soon as possible to reschedule it.
Our cancellation policy is 24 hours. In other words, you can cancel free of charge up to 24 hours in advance. Contact your teacher if you need to cancel or reschedules a lesson.
Our teachers are selected carefully, it normally does not happen that they miss their classes.
However, in case of a missed class, we guarantee you will get your prepaid hours back.
We love to help you with all your questions. We are available on Monday to Friday, except for holidays. We usually respond to emails within 24 hours.
You can send us an email to email@example.com or use our contact form to contact us.
You can reset your password by clicking here.
To solve your problems with Skype please visit the Skype Support Center here.
Your lessons are automatically confirmed 48 hours after they have taken place. This is written in all emails that you receive from us.
If there are any discrepancies, you should contact us before a lessons gets confirmed so that we can intervene and your teacher will not receive his/her money.
Go to the top right corner and click in the dropdown menu on Profile → Site and email preferences → change your receive email settings.
Although we check all teachers intensively in advance, it can happen that a teacher is suddenly no longer available, but he/she does not deactivate his profile.
If this happens twice, we will immediately remove his/her profile from our list of teachers.
If it happens that your teacher does not answer, we kindly ask you to contact a second teacher and give a second teacher a chance to teach you. We have a lot of very good teachers in our community.
coLanguage accepts credit and debit cards, IBAN bank transfer, Bancontact, iDEAL, SOFORT Banking and PayPal.
It is absolutely safe to pay on coLanguage.
All transactions are protected by SSL encryption and by the EU privacy and consumer law.
You can view all payments you have made by going to My Teachers → Open the class with all lessons → Payments.
Additionally, the payments will appear on your personal bank statement.
Don’t send them money, and immediately let us know.
By paying outside of the coLanguage platform you lose your payment protection and we can not guarantee secure payments anymore. This act will also result in an immediate deactivation of your account and that of the teacher.
If your transaction fails please refresh your page and try again.
If it does not work the second time, please contact us at firstname.lastname@example.org. Send us a screenshot of your problem. This will help us to understand your problem better and enables us to resolve it sooner.
You see all transactions in our Finance section in the dropdown menu on the right top corner. You can also download an Excel file.
If you would like to have a PDF invoice, please send us your contact details (name, address, ...) by email to email@example.com and our team will create an invoice for you.
Yes, if you do not like your teacher or the quality of the learning process is not sufficient, we offer you a full money back guarantee for lessons that did not take place yet. There are two ways to do this:
After the money is refunded you can find it back as credit in the Financial section of your profile.
You can use this money to buy lesson hours with a new teacher. If you want to refund your money to your bank account or PayPal, you have to document this on your profile and request a payout.
First, you have to request a refund. The money is then a credit on your coLanguage account. Your money will not be automatically transferred back to your bank account.
You can see your credit in the Financial section in the dropdown menu in the top right corner.
Then use the credit to pay for hours with another teacher.
Yes, if you cancel your lesson, according to our 24 hours policy, you will get a refund. Contact your teacher, to schedule a new lesson.
If it is not possible for you, to cancel your lesson 24 hours ahead, the hour will be charged, dependent on the circumstances.