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QUESTIONS ABOUT TAKING A FREE CLASS

What is the length of a free class?

Our free class is approximately 25 minutes long.

How do I schedule a Free Class?

Go to www.native-tongue.com and click on the "free class link" at the top of the page. Fill in the required information and submit your request.

What happens after my Free Class?

After your free class, we will contact you via phone to decide the right program that fits your learner.

How many people can I have in a free class?

A maximum of two people can take the class at once. The two learners do not have to be in the same place as they can join the class via internet teleconference.

How many free classes can I take?

One free class per learner.

QUESTIONS ABOUT PAYMENT & PURCHASING

What payment methods can I use?

Native Tongue utilizes Stripe for accepting our payments; this allows us to accept credit and debit card payments directly through our website.

What payment currencies can I use for payment?

Native Tongue utilizes Stripe for our payments; this allows us to accept several currencies directly through our website. The list of currencies we accept can be found on the Stripe webpage: https://stripe.com/docs/currencies#presentment-currencies

What payment plan is the best for me?

The answer depends entirely on the client's priorities. Native Tongue has provided a monthly payment plan structure that allows the client to break up the program's cost into economical payments. Alternatively, the client can pay for the class in one payment at a ten percent (10%) discount.

When can I start taking classes? Are there specific start or stop dates?

Learners can start their classes as soon as they make their initial payment and schedule their first class. There are no specific start or stop dates; we operate at the learner's convenience.

How long are the classes I purchase valid?

For every payment made, a proportional amount of classes will be available for the learner to use in perpetuity.

What should I do if my credit card expires while still making my monthly payments?

Native Tongue will notify the client via email, making them aware that their payment did not go through. The client must either respond to the email or call Native Tongue supplying the updated credit card information to continue payments.

QUESTIONS ABOUT CLASS CANCELATION & RESCHEDULING

Suspending or Pausing Your Subscription

Customers who purchase a package of classes (in whole or part) may request a suspension/pause of their subscription at any point during the period of the program. A request for suspension will pause any further payments. Suspended accounts will retain all the classes they have paid for in the interim.

Canceling Your Subscriptions & Refunds

Customers who have purchased a package of classes (in whole or part) may request a prorated refund at any point during the period of the program. Prorated refunds will debit the cost of the following items:

• Cost of classes utilized by the customer.
• Cost of workbooks delivered to the customer.
• Cost of administration fees associated with processing cancellation ($10)

Expiration of Classes

When customers make payments for a package of classes (in whole or part), they unlock a commensurate number of classes available to utilize at their convenience. However, all classes paid for will expire and be removed from a customer's account after 12 months of inactivity. The 12-months will be counted from the date of the customer's last class session; in other words, the 12-month period restarts every time the customer completes a class session. Customers will be notified via email one month before the expiration of their remaining classes.

Session Cancellations, Reschedules, & Missed Class Crediting Sessions

Customers are permitted to cancel or reschedule a class up to 24 hours before the beginning of their class time. Any class that isn't canceled punctually will be considered active, and missing such a class will lead to a loss of that class.
Scheduled classes can be cancelled via email: support@native-tongue.com or call/WhatsApp us @ +1-813-560-5920 (US) or +234-809-055-4268 (Nigeria) without penalty. Once inside the 24-hour window, the "Cancel and Reschedule Class Button" will no longer be operational. Classes booked within the 24-hour window to the class time cannot be cancelled.

Native Tongue will credit back class(es) in the event of documentable emergencies, catastrophes, or acts of God. A copy of formal documentation should be sent to support@native-tongue.comin the event of an emergency.

(Native Tongue defines an emergency as an unforeseen combination of circumstances that calls for immediate action by the student or an immediate family member. Immediate family members are defined as parents, siblings, or grandparents.)

Native-Tongue has the right to cancel any class session scheduled by the customer. The customer will be notified via email and not be charged for the class session. Native-Tongue also reserves the right to substitute any teacher for any class session scheduled by the customer.

Because Native-Tongue cannot be held responsible for things outside of its control, in the event of technical difficulties or missed classes, Native-Tongue will credit back the class(es) in question ONLY if Native Tongue is at fault. Once the class has been canceled or credited back, customers may reschedule as desired.

Same Day Scheduling (2 Hour Window)

Customers with a bank of unscheduled classes can schedule a class on the same day, within 2 hours of the desired session period. Once inside the 2-hour window, the "Schedule Class Button" will no longer be operational. If you have any further questions, please feel free to email us at: support@native-tongue.com.

QUESTIONS ABOUT TEACHERS/LANGUAGE GUIDES

I have a favorite teacher; how do I make sure I always get the same teacher?

Teachers are available on a "first-come, first-served" basis. The best way to get your preferred teacher is to sign-up for your classes as far in advance as possible.

How do I report an issue with a teacher?

If you have any concerns about your teacher, please contact Native Tongue via email: support@native-tongue.com or call/WhatsApp us @ +1-813-560-5920 (US) or +234-809-055-4268 (Nigeria) for immediate assistance.

Do you do background checks on your teachers?

We perform a thorough review of our teachers before hiring them and following up on their professional references.

What credentials do your teachers have?

Our teachers are diverse in their backgrounds, interests, and life experiences, but they all have the following minimum qualifications:

• University Degree/Certification to teach their Language of Instruction as a second language
• Proven teaching experience
• English Proficiency

How do I contact my teacher directly?

For privacy reasons, you can't contact our teachers directly. Email support@native-tongue.com or call/WhatsApp us @ +1-813-560-5920 (US) or +234-809-055-4268 (Nigeria) or ask your teacher in class what their work email is to ask any official questions you might have.

QUESTIONS ABOUT CLASS SCHEDULING

In what situations will I get a class credit back to my account?

Native Tongue prides itself in being punctual & available to our learners always. Still, if we can't make it to a class in case of internet or power outage issues, we will generally credit a class back to your account. (User internet outages are not acceptable reasoning for receiving a credit to the user account.)
Native Tongue will credit back class(es) in the event of documentable emergencies, catastrophes, or acts of God.
If an emergency causes you to miss a class and you would like a credit, please send documents verifying the emergency to support@native-tongue.com.
**Native Tongue defines an emergency as an unforeseen combination of circumstances that calls for immediate action by the student or an immediate family member. Immediate family members are defined as parents, siblings, or grandparents.

How do I schedule a class?

To schedule a class, you must enroll in a course. Once enrolled, you must sign in to your account and click on the "Schedule Lesson" icon. You will then be taken to the calendar to pick from a desired day and time when you would like to take your next class.
Once successfully scheduled, an email confirmation will be sent to your email, followed by 36-Hour & 1-Hour reminder email.

Scheduling classes on the weekends?

Native Tongue offers classes Monday through Saturday. There are always dozens of options available but remember that it is a "first come, first served" system, so please schedule your class well in advance to get your desired timeslot.

May I schedule classes for consistent days and times?

Yes. If your preference is a consistent schedule, you can schedule accordingly but remember that it is a "first come, first served" system, so please schedule your class well in advance to get your desired timeslot.

May I schedule classes in advance?

Yes. We recommend that students and parents schedule classes in advance as you will have a much higher opportunity of scheduling classes at times and with teachers of your choice.

If I need to cancel a class, will I lose it?

If you need to cancel a class, there is no need to worry! You are permitted to cancel or reschedule a class up to 24 hours before the beginning of their class time. Any scheduled class that isn't canceled punctually will be considered active, and missing such a class will lead to a loss of that session.
Scheduled classes can be cancelled via email: support@native-tongue.com or call/WhatsApp us @ +1-813-560-5920 (US) or +234-809-055-4268 (Nigeria) without penalty. Once inside the 24-hour window the "Cancel and Reschedule Class Button" will no longer be operational. Classes scheduled within a 24-hour window to the class time cannot be canceled.

I am trying to book sessions with a specific teacher, and they do not have any availability. What should I do?

In this situation it is always best to try another teacher or look further into the future to find spots where the teachers schedule may open. Unfortunately, some teachers are completely booked faster than others meaning it is up to you to attempt to find and schedule far enough in advance to reserve your specific teacher preference.
All our teachers are Highly Qualified and do a fantastic job so we can assure you that you will receive a great learning experience from all of them.

How Many Classes Should I Take Per Week?

The number of classes you take per week is completely personal preference, we recommend at least 2 classes per week for optimal results.

QUESTIONS ABOUT YOUR CLASSES

What is the minimum age to start the foundation course?

The foundation course is for language beginners of all ages, but at a minimum, we need the learner to be a confident reader, which happens for most people at the age of 6. Confident reading is critical as the learner will need to read and annunciate words in English and the language they are learning.
Secondarily, the recommended age of 6+ also increases the chance that the learner has the attention span needed to sit and work with a live teacher a minimum of 25 minutes at a time.

How can I get an example of this curriculum?

You can sign up for a Free Class on our website (www.native-tongue.com). If you are curious about any course content or have any other questions about a specific program, please contact Native Tongue via email: support@native-tongue.com or call/WhatsApp us @ +1-813-560-5920 (US) or +234-809-055-4268 (Nigeria) for immediate assistance.

How Long is Each Class?

Our classes last for 25 minutes each. We find that this is the optimum amount of time for our teachers to deliver the content. Our language guides can engage students for the full 25 minutes while minimizing the chance of boredom or limited productivity that may occur with a more extended class.

Do I need to buy a book or any other material?

Some of our classes have copyrighted workbooks that improve the experience, while some have the coursework provided via PDF. Either way, all prices are included within the cost paid by the customer for their class package.

How do I know which class I should take?

Native Tongue designed its learning material to walk a learner through several layers of a language. The first thing we need to do is to have a conversation and decide jointly the class that makes the most sense for the potential learner.
However, once the classes start, our teachers will adjust their teaching style to the individual student and their needs. We will accommodate their learning experience to the specific needs and desires the learner and their families have.