FAQs: Frequently Asked Questions
Q: What is your cancellation policy?
A: Please see these details about our Cancellation Policy.
Q: How do I cancel my appointment?
A: Sign in to your account, select ‘Schedule’ and the appointment you want to cancel.
Q: Can I connect from my mobile or tablet?
A: You need to connect to your 1:1 through your laptop or PC in order to see the teacher and the chat notes at the same time.
Q: What if I log in for my lesson and no teacher is waiting?
A: Please make sure that you have the correct date and time. If correct, write immediately to support@NE.Institute (please do not send to any other email address).
Q: How do I update the credit card I have on file?
A: Please contact us at firstname.lastname@example.org and tell us so we can assist you.
Q: Will we go over Extra English at my 1:1?
A: Yes, if you want to check your Extra English together at your 1:1, we will. However, your Extra English must be submitted at least 24 hours before the start of your 1:1.
Q: Can I work with a teacher on my own material during a 1:1?
A: Yes. You can request to work on your own material such as emails, reports, or presentations that you must do in English. Email us at least 48 hours before your 1:1 with the material and request at email@example.com.
Q: What should I do if I'm experiencing technical problems?
A: If you experience technical problems, please read our troubleshooting instructions.
Q: What should I do if I am going on vacation or want to take a break?
A: If you are on the Core NEI, Intensive NEI, or Ultra NEI subscriptions, you can pause your subscription for up to 60 days or 3 times per calendar year (whichever comes first). You can pause your subscription by signing in, selecting "Subscription" and clicking "Pause Subscription".
Q: What personal information do you store?