Last Updated: 24 April 2026

By purchasing, booking, attending, or using any New Grasp Academy service, the parent or legal guardian confirms that they have read, understood, and agreed to this Policy and the Academy’s Terms and Conditions.

Nothing in this Policy limits any mandatory consumer right provided by applicable law.

1. Payment and Enrolment

All Subscription fees must be paid in advance through one of the payment methods accepted by New Grasp Academy.

Payment confirms the Student’s enrolment in the purchased program.

No lesson may be booked or attended before the required payment has been successfully received, unless the Academy expressly confirms otherwise in writing.

Completing payment constitutes acceptance of:

• the purchased program details;

• the Subscription duration;

• the Refund Policy;

• the Attendance and Rescheduling Policy;

• the Freeze Policy;

• the Academy’s Terms and Conditions.

2. Subscription Start Date

The Subscription duration starts from the date of the Student’s first confirmed booked Core Lesson.

Once the first Core Lesson has been booked and confirmed, the Subscription starts from that date whether the Student attends the lesson or not.

Payment alone does not start the teaching duration if the first Core Lesson has not yet been booked.

However, the refund request period is separate from the teaching duration and starts from the date on which payment is successfully received by the Academy.

3. Subscription Duration and Use of Lessons

Lessons are provided within a fixed Subscription period, such as:

• one month;

• 3 months;

• 6 months;

• 12 months.

Lessons are linked to both:

• the number of lessons included in the program; and

• the fixed Subscription duration.

Except for the specific next-Round exceptions stated in this Policy, all unused lessons expire at the end of the Subscription period.

Unused lessons cannot normally be:

• transferred to another Student;

• exchanged for cash;

• carried into another Subscription;

• saved for future use;

• used after the Subscription expires.

Failure to attend lessons does not pause or extend the Subscription.

Before the first Core Lesson is booked, the teaching duration has not started. However, delaying the selection of lesson times does not reserve a teacher or timetable indefinitely and does not extend the refund request period.

4. Scheduling and Commitment

Lesson times are selected only from the available times offered by the Academy.

The Parent or legal guardian is responsible for:

• providing accurate availability;

• selecting lesson times promptly;

• committing to the confirmed schedule;

• checking lesson links and Academy messages;

• notifying the Academy of any requested changes within the required notice period.

The Academy does not guarantee:

• every requested day;

• every requested time;

• the availability of a particular teacher;

• that an unconfirmed lesson time will remain available.

If the Parent rejects suitable available times, the Academy may request wider availability.

Delaying the selection of lesson times does not preserve the requested teacher, schedule, or lesson times.

Once the first Core Lesson has been booked and confirmed, the Subscription continues from that confirmed start date whether the Student attends or not.

5. Official Academy Holidays

If New Grasp Academy announces an official Academy holiday, such as Eid al-Fitr or Eid al-Adha, lessons will pause during the officially announced period.

The Academy will preserve the Student’s paid Core Lesson entitlement by one or more of the following:

• extending the relevant teaching period by the number of officially announced holiday days;

• adjusting the Round dates;

• rescheduling the affected Core Lessons;

• providing another equivalent arrangement.

The Student will resume lessons according to their regular schedule or the schedule confirmed by the Academy.

Official Academy holidays do not create an additional right to a refund where the Student’s paid educational entitlement is preserved.

Personal holidays, travel, school examinations, family circumstances, or other circumstances related to the Student or Parent are not considered official Academy holidays.

Personal circumstances do not automatically extend the Subscription and are handled only through the Attendance, Rescheduling, or Freeze provisions of this Policy.

6. First-Subscription Refund Period

For the customer’s first paid Subscription with New Grasp Academy, the Parent may submit a refund request within the first 14 calendar days from the payment date.

The 14-day refund period is separate from the Subscription teaching duration.

The refund period:

• applies only to the customer’s first paid Subscription;

• does not apply to renewals;

• starts from the payment date;

• does not restart when lessons begin;

• does not restart when a teacher or schedule is selected;

• is not extended because the Parent delays selecting lesson times;

• is not extended because the Student does not attend or begin lessons.

A refund request must be submitted in writing to:

parentcare@newgrasp.com

7. Refund Before Any Service Is Used

If a valid refund request is received within the applicable refund period and no paid lesson, Workshop, platform service, assessment, or other paid service has been used, the amount paid will be refunded in accordance with applicable law.

No undisclosed cancellation penalty or administrative cancellation fee will be imposed.

8. Refund After Partial Use

If part of the paid programme has already been provided within the applicable refund period, the Academy will deduct the value of the services actually provided.

The deduction for used services will be calculated proportionately using:

• the total amount actually paid for the relevant Subscription; and

• the total paid services included in that Subscription.

The following are considered used services:

• attended Core Lessons;

• attended Workshops;

• lessons counted because of absence;

• lessons counted because of late cancellation;

• rescheduled lessons that the Student failed to attend;

• any separately priced service already delivered.

Only the unused refundable balance, if any, will be returned.

No refund will exceed the amount actually received by the Academy.

The Academy will not retrospectively impose an undisclosed penalty or cancellation charge.

Any refund calculation will be applied only to the extent permitted by applicable law.

9. Services Used in Full

Where the Student has fully received or used the paid service before the end of the applicable refund period, the right to withdraw from that completed service may no longer apply in accordance with applicable law.

10. After the Refund Period

After the applicable refund period ends, no refund will normally be provided because the Parent:

• changed their mind;

• did not select lesson times;

• rejected suitable available times;

• delayed the Student’s start;

• travelled;

• became unavailable;

• no longer wishes to continue;

• did not use all included lessons;

• failed to attend the confirmed schedule.

This does not affect any mandatory right arising from:

• a proven failure by the Academy to provide the paid service;

• a material defect in the service;

• another consumer right that cannot legally be excluded.

11. Renewals

The first-Subscription refund period does not apply to renewals.

A renewal confirms the Parent’s decision to continue the educational service for the selected new Subscription period.

Renewal is confirmed only after the required payment has been received.

The Academy cannot guarantee preservation of the same:

• teacher;

• lesson days;

• lesson times;

• Workshop schedule

if renewal is delayed.

A renewal may still be refunded where required by mandatory applicable law or where the Academy expressly agrees otherwise in writing.

12. Attendance and Late Cancellation

The Student must attend each lesson at the confirmed time.

A Core Lesson will be counted as used if the Student:

• does not attend;

• cancels less than 8 hours before the lesson;

• joins too late for the lesson to be reasonably delivered;

• leaves the lesson because of a Student-side reason;

• cannot continue because of a technical issue on the Student’s side.

A lesson counted under this section cannot normally be:

• refunded;

• compensated;

• carried forward;

• rescheduled.

Joining late does not extend the scheduled lesson end time.

13. Rescheduling Core Lessons

Up to two Core Lessons per month may be rescheduled, provided that the Academy receives notice at least 8 hours before the scheduled lesson.

Rescheduling:

• is subject to teacher and timetable availability;

• may involve a substitute teacher;

• may involve a different day or time;

• normally must be completed within the same Round;

• does not normally extend the Subscription;

• does not apply to Workshops.

A rescheduled lesson cannot be rescheduled again.

If the Student does not attend the replacement lesson, it will be counted as used and cannot be compensated or rescheduled again.

If the Parent rejects suitable alternative times offered by the Academy, the lesson will expire at the end of the applicable period.

14. Rescheduling the Eighth Core Lesson

If the eighth Core Lesson of a Round is validly rescheduled and there is insufficient time to complete it within the same Round, it may be delivered during the immediately following Round.

This is a limited exception that applies only to the eighth Core Lesson of the Round.

The carried lesson:

• must be completed during the immediately following Round;

• is subject to teacher and timetable availability;

• may be delivered by a substitute teacher;

• does not preserve the previous teacher, lesson day, or lesson time;

• cannot be transferred into another later Round;

• cannot be exchanged for cash;

• does not create a separate refund right.

If the Parent rejects suitable alternative times offered during the following Round, the carried lesson will expire.

15. Freeze Policy

A Subscription may be frozen:

• once during every six-month period;

• for a maximum of two consecutive weeks.

The freeze request must:

• be submitted at least 48 hours before the first affected lesson;

• include the requested start and end dates;

• be approved by the Academy in writing.

Freeze requests cannot be applied retroactively.

The freeze must be taken as one continuous period and cannot be divided into separate periods.

Once approved, the freeze dates cannot normally be changed or cancelled.

An approved freeze does not guarantee preservation of:

• the same teacher;

• the same lesson days;

• the same lesson times;

• the Student’s previous place in the teacher’s timetable.

Stopping lessons without an approved freeze is not considered an official freeze.

If a freeze request is not submitted and approved according to this Policy, the regular Attendance and Rescheduling rules will apply.

16. Lessons Affected by an Approved Freeze

Core Lessons affected by an approved freeze will be compensated during the immediately following Round.

The affected Core Lessons:

• may be delivered at alternative times;

• may be delivered by a substitute teacher;

• must be completed within the immediately following Round;

• cannot be moved into another later Round;

• cannot be exchanged for cash;

• do not create a separate right to a refund;

• do not guarantee the previous teacher or timetable.

The Parent must cooperate in selecting from the suitable alternative times offered by the Academy.

If the Parent rejects suitable available times or does not respond within the period specified by the Academy, the affected lessons will expire.

Workshops missed during an approved freeze are not individually rescheduled or compensated unless the Academy expressly confirms otherwise in writing.

The freeze cannot be used as an alternative to delaying the start of lessons or extending the Subscription outside the stated conditions.

17. Workshops

Workshops are group practice sessions included in selected programmes.

Workshop teachers, participants, times, content, and group composition may change according to academic and operational requirements.

Workshops:

• cannot normally be individually rescheduled;

• cannot be exchanged for Core Lessons;

• cannot be transferred to another Student;

• cannot be exchanged for cash;

• are counted as used if the Student is absent;

• are not individually compensated because of personal absence, travel, school commitments, or an approved freeze.

If the Academy cancels a Workshop and does not provide a replacement or equivalent alternative, the Academy will review the affected entitlement and provide an appropriate remedy.

18. Academy Cancellation

If the Academy cancels a Core Lesson, it may:

• provide a substitute teacher;

• offer an alternative lesson time;

• reschedule the lesson;

• return the lesson to the Student’s available lesson balance.

A teacher’s absence does not automatically cancel the lesson if a suitable substitute teacher is provided.

If the Academy cannot provide the paid service or a reasonable equivalent, the Academy will provide an appropriate remedy in accordance with applicable law.

The remedy may include:

• rescheduling the affected service;

• returning the lesson to the Student’s balance;

• providing an equivalent replacement;

• refunding the value of the affected unused service.

19. Technical Requirements

The Parent is responsible for providing:

• a suitable device;

• a stable internet connection;

• a working camera and microphone;

• access to the required platform;

• a suitable learning environment.

Lessons affected by Student-side internet, electricity, device, camera, microphone, password, or software problems are not automatically rescheduled or refunded.

If a verified technical problem on the Academy’s side prevents delivery of the lesson, the Academy will provide a reasonable replacement or restore the affected lesson.

20. Conduct During Lessons

Respectful behaviour must be maintained by the Student, Parent, and legal guardian during lessons and all communications with the Academy.

The following are prohibited:

• abusive or threatening behaviour;

• discriminatory or offensive language;

• repeated disruption;

• harassment of teachers, staff members, or other Students;

• inappropriate content or behaviour;

• unauthorised recording;

• misuse or sharing of lesson links;

• interference with the learning environment.

If inappropriate behaviour occurs, the Academy may:

• issue a warning;

• stop the affected lesson;

• remove the Student from a Workshop;

• suspend the Student’s access;

• terminate the Subscription in serious or repeated cases.

Any financial consequences following termination will be handled in accordance with applicable law and this Refund Policy.

21. Refund Method and Processing

A legally due or approved refund will normally be made using the original payment method unless another method is agreed in writing.

The Academy will process any legally due refund within the period required by applicable law.

The time required for the funds to appear after the refund has been processed may depend on:

• the bank;

• PayPal;

• the card provider;

• the mobile wallet provider;

• the international transfer provider.

The Academy is not responsible for delays caused solely by an independent payment provider after the refund has been correctly initiated.

22. Refund Disputes

The Parent should contact the Academy in writing before initiating a payment dispute or chargeback so that the Academy can review the matter and provide relevant records.

The Academy may provide the payment provider with:

• payment records;

• attendance records;

• enrolment details;

• relevant communications;

• the policies accepted;

• records of services delivered.

This does not prevent the Parent from exercising a lawful right to dispute an unauthorised or incorrectly processed payment.

23. Contact

For refund requests, complaints, or enquiries:

New Grasp Academy

Email: parentcare@newgrasp.com

Website: www.newgrasp.com

By purchasing, booking, attending, or using a New Grasp Academy service, the Parent confirms that they have read, understood, and agreed to this Policy.