Terms of service for students

Last updated: May 10, 2026

Service Overview

iStoria Coach  is a structured ESL service aligned with the Common European Framework of Reference (CEFR). The full program consists of 11 progressive levels from A0 to C1+. Each level runs for 5 weeks and includes one assessment session, three individual live sessions per week (30 minutes each), totaling 16 Sessions of personalized instruction per one level.

Students may enroll in one level at a time and must complete each level in sequence. Full payment for each level is required in advance. Students may continue to the next level upon successful completion of the current one. Level progression is based on four factors: attendance, doing homework, application activity , and success read from the App.

As part of iStoria’s learning quality assurance, students agree that video recordings will be conducted during their first and last session of each level. These recordings are used solely to document and assess the student’s language progress. By accepting these Terms & Conditions, the student expressly consents to this video recording policy.

Learning Process & Compliance

Students agree to accept and follow the iStoria Coach Learning Guidelines throughout their entire learning journey in order to progress to the next level. Please refer to the official guideline here: iStoria Coach Learning Guideline.

This structured process includes:

  • Placement evaluation and level assignment,

  • Instructor assignment by iStoria,

  • Session structure and delivery, and

  • Final examinations and progress evaluations.

Students may not alter, bypass, or interfere with any part of this process, including but not limited to requesting instructor changes, modifying evaluation methods, or adjusting exam requirements.

Strict compliance with the iStoria Learning Guidelines and process is mandatory for progression between levels.

Payment Terms

  • Payment must be made in advance for each level.

  • No student may begin sessions until full payment is confirmed.

  • All fees are non-transferable.

Refund Policy

Refunds are available under the following conditions:

  • The learner has the right to request cancellation of the subscription and a refund of the paid fees within the first seven (7) days only from the level start date, provided that no session has been attended, and there has been no actual use or benefit from the level content.

  • In the event that iStoria cancels the program or the level for organizational or operational reasons, the fees shall be refunded only for the sessions or levels that have not been delivered or used.

  • All refund requests must be submitted in writing to iStoria customer support.

  • Refunds are not granted for:

    • Missed sessions.

    • Partial completion of a level.

    • Failure to comply with attendance or level requirements.

  • Approved refund requests shall be processed within a period not exceeding fourteen (14) business days, in accordance with the procedures and policies of the payment service provider. iStoria shall not bear any responsibility for delays beyond its control.

Session Scheduling and Rescheduling

  • iStoria reserves the right to schedule sessions based on the learner’s preferred days and times, subject to instructor availability.

  • Once the sessions schedule is confirmed, it may not be changed during the level duration, except in exceptional cases and with management approval only.

  • Requests for rescheduling must be submitted at least 12 hours prior to the scheduled session time.

  • If a rescheduling request is submitted less than 12 hours before the scheduled session, the session will be cancelled and deducted from the learner’s total session balance, without any compensation.

  • Rescheduled sessions must take place within the same week only (from Sunday to Saturday), subject to instructor availability.

  • If the instructor is not available during the same week, iStoria reserves the right to assign a substitute instructor for that scheduled session only.

  • If the instructor fails to attend a scheduled session, iStoria will reschedule the session based on the learner’s preferred days and times, without deducting it from the learner’s rescheduling balance.

  • Learners are permitted to reschedule a maximum of one session within the same week, with a limit of three (3) sessions per level (5 weeks), calculated from the official level start date.

  • Rescheduling requests are officially accepted from Sunday through Thursday, between 9:00 AM and 10:00 PM.

  • Missed sessions without prior notice will not be rescheduled and may negatively affect the learner’s final evaluation result, without any liability on iStoria.

  • If a learner is late for more than 15 minutes after the official session start time, the learner will be considered absent, and the session will be counted as completed.

  • Learners are permitted to freeze their learning service for one (1) week only during the level, provided that the freeze request is submitted at least 48 hours in advance and is subject to management approval.

  • Upon completion of the level, the learner may freeze the service for a maximum of two (2) weeks.

  • iStoria shall not be held liable, under any circumstances, for a learner’s inability to progress to the next level due to missed sessions, lack of attendance, insufficient participation, failure to complete self-study tasks recommended by the instructor, or failure to engage in required activities on the iStoria application.

  • In the event that a learner repeats the same level for two consecutive times, iStoria reserves the right, upon a third repetition and after reviewing the learner’s case, to take any appropriate organizational actions at its sole discretion, including the termination of the learner’s educational program. In such a case, any refund—if applicable—shall be limited strictly to amounts prepaid for future levels or courses that have not yet been delivered, provided that the learner has paid in advance for upcoming levels, and in accordance with iStoria’s approved policies.

  • iStoria shall have no obligation to compensate the learner for any previously attended courses or completed sessions.

  • In the event of any dispute or difference in interpretation of any provision of these terms, iStoria’s interpretation shall be final and binding.

Conduct and Etiquette

Students must maintain respectful and professional communication during sessions. Disruptive or inappropriate behavior may result in suspension or termination of service without refund.

Technical Requirements

Students are responsible for ensuring they have a reliable internet connection and access to necessary hardware and applications. iStoria is not responsible for technical issues on the student’s side. If technical issues occur on iStoria’s side, the affected session will be rescheduled.

Content and Intellectual Property

All materials, resources, and session recordings provided by iStoria are intended for personal use only and must not be redistributed or used for commercial purposes. All intellectual property rights are reserved by iStoria.

Feedback and Dispute Resolution

Students are encouraged to share feedback after sessions to support continuous improvement. Any disputes or concerns must be reported within 14 days of the incident. Unresolved disputes may be addressed through a mutually agreed third-party mediator.

Service Adjustments

iStoria reserves the right to update the program structure, session availability, or pricing. Any significant changes will be communicated to students with at least 30 days' notice.