If because of personal reasons the start is delayed, the Company cannot guarantee a full 25-minute lesson; where a user's personal reasons cause the lesson to be unusable, no make-up, compensation, etc. will be provided.
However, if the cause is attributable to the Company, the Company will repair and improve it as soon as possible and make up the number of lessons.
To ensure lesson quality, please observe the following agreements:
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Before class, students should confirm that their online lesson equipment (computer, headset, microphone, network, mobile device, etc.) can connect well and function normally.
If it is ultimately determined that the student's equipment failure caused the inability to attend, that lesson will be counted as a completed lesson. -
During the lesson, please respect the teacher.
If you have concerns about the teaching method or lesson content, please report them to VoiceTube Hero customer service after class, and customer service will submit them to the relevant department for immediate review and improvement. -
Please do not eat or drink during the lesson (except with the teacher's consent), and please close other windows and instant messaging software. (An online translation tool may be kept.)
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Lesson materials and related resources are all provided by VoiceTube Hero for online teaching use; materials used during the lesson are provided only for students' use during class, and may not be downloaded, photocopied, publicly distributed, or reproduced for any non-learning purpose.
During the lesson, if you encounter a system problem, you can click the customer service icon next to the video lesson , and customer service will immediately enter the classroom to assist.
(Tutoring lesson system customer service hours: 08:00-23:00)
If a user still needs to file a complaint regarding the number of lessos, please follow the process below to apply for the lesson to be made up.
If the complaint is not made according to the process below, it cannot be accepted (🚫🚫 phone and online consultation complaints are not accepted 🚫🚫).
Process to apply for making up a tutoring lesson:
Within 24 hours after the lesson ends, write to the customer service mailbox (hero@voicetube.com), with the subject clearly stating 【I want to apply to make up a tutoring lesson】 and provide in the body
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"Class account email"
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"Class time"
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"Explanation of the reason for the make-up application"
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"Provision of the problem video"
None of the above information may be missing.
The reasons for a complaint 🚫🚫 do not include the following private reasons 🚫🚫:
For example: I was very busy, I had to take care of my child/family, I worked overtime, I forgot, I moved house, there was no network at my location, my computer broke, my phone could not be used (tutoring lessons are only available on computer devices), and similar reasons 🚫 will not be accepted 🚫.
Special private reasons that may qualify for compensation:
For example: being in a car accident requiring hospitalization and rest, family weddings or funerals... please submit the relevant supporting documents;
🚫 If you cannot provide them, or the documents provided cannot prove they pertain to you, they will not be accepted. 🚫
In addition, for matters related to conscription or vaccination, you must cancel your reserved tutoring lesson in advance yourself, and the Company is unable to provide compensation.
Both system problems and teacher problems require the provision of a problem video as supporting evidence and a letter to the customer service mailbox (hero@voicetube.com) before an application to "make up a tutoring lesson" can be made.
🚫🚫🚫 Reports made after more than 24 hours fall outside the acceptable application time range, and no lesson make-up will be granted 🚫🚫🚫
In the event of a non-working day, customer service will go by the time the user submitted the complaint letter.
Customer service will receive messages during working hours (Monday to Friday 10:00~18:00) and make up the lesson within 5-7 business days.
If the application is submitted outside the Company's working hours, the application to make up the lesson will be processed on the next working day
(this will be based on the time the application letter is received at the customer service mailbox - hero@voicetube.com).
🚫🚫 If a student does not submit within the time limit or does not fill in the complete information according to the process, the Company will be unable to accept the request. 🚫🚫
📝 Note: This article was machine-translated. If anything is unclear, please contact our support team.