RED GRAMMAR ENGLISH LANGUAGE ACADEMY

FULL TERMS & CONDITIONS

Operated by Elevatedemy Education Sdn Bhd (Registration No. 1466844-P)

2026 Version

Official website: https://www.redenglishgrammar.my/en/

Terms page: https://redenglishgrammar.my/en/privacy-policy

These Terms shall govern all assessments, lessons, programmes, packages, classes, online sessions, hybrid sessions, examinations, events, recordings, communications, and related services provided by Red Grammar English Language Academy.

1. Definitions

1.1 "Operator" means Elevatedemy Education Sdn Bhd (Registration No. 1466844-P), trading as Red Grammar English Language Academy.

1.2 "Centre Personnel" means the Operator's directors, shareholders, officers, managers, teachers, employees, contractors, assistants, consultants, representatives, branch personnel, and authorised agents.

1.3 "Centre" means the Operator operating the Red Grammar English Language Academy business, and where the context requires, the Centre Personnel, approved branches, approved teaching locations, official online class arrangements, and authorised service arrangements.

1.4 "Student" means the child or learner enrolled for lessons or services.

1.5 "Parent" means the parent, legal guardian, authorised payer, or responsible adult who signs, submits details, pays, communicates with the Centre, or permits the Student to attend.

1.6 "Level" means the course level, class level, learning stage, or programme stage assigned by the Centre.

1.7 "Replacement Credits" means the make-up entitlement described in Clause 17.

1.8 "Registration" includes registration fee, re-registration fee, seat reservation, future-level reservation, and related enrolment entitlements, if any.

1.9 "Official Channels" includes the Centre counter, designated phone number, WhatsApp, official social media inbox, email, website forms, QR forms, or other contact channels designated by the Centre.

1.10 "Fee Schedule" means the prevailing fee list, payment table, exam fee table, administrative charge list, promotion terms, quotation, invoice, receipt, or written fee communication issued or approved by the Centre.

1.11 "PDPA Notice" means the Centre's Personal Data Protection Notice, as updated from time to time and published separately from these Terms.

1.12 "Mandatory Law" means any non-excludable statute, regulation, order, rule, direction, consumer right, data protection right, safety obligation, tribunal power, court power, or legal duty that cannot lawfully be excluded, limited, or contracted out of under Malaysian law.

1.13 "Exam Body" means Cambridge, Cambridge English, an authorised exam centre, a school, a third-party assessment provider, or any other external examination or certification body relevant to the Student.

1.14 These Terms are entered into with the Operator only. No Centre Personnel shall assume personal contractual liability unless he or she expressly signs in a personal capacity. To the maximum extent permitted by law, the protections, limitations, indemnities, confidentiality obligations, intellectual property rights, and restrictions set out in these Terms are intended to benefit both the Operator and the Centre Personnel.

2. Acceptance of Terms and Related Documents

2.1 These Terms apply to all services, whether provided at a physical branch, by way of online or hybrid delivery, at an event, through a replacement class, or pursuant to any other arrangement approved by the Centre.

2.2 By signing any registration or enrolment form, submitting details, making payment, permitting the Student to attend, or continuing to use the Centre's services, the Parent confirms that he or she has read, understood, and accepted these Terms and the related documents made available by the Centre, subject always to Mandatory Law.

2.3 Related documents may include the Registration Form, Fee Schedule, Exam Policy, PDPA Notice, Pick-Up Authorisation, temporary stop form, examination form, and any written addendum issued by the Centre through Official Channels.

2.4 In the event of any inconsistency, an individually signed written addendum approved by an authorised manager or director shall prevail in respect of the specific matter to which it relates. Failing such addendum, the Fee Schedule shall prevail in relation to pricing and payment matters, and the PDPA Notice shall prevail in relation to personal data processing matters.

2.5 Important high-impact terms, including non-refundable fees, package validity, forfeiture, the absence of guaranteed results, the absence of daycare or personal caregiving services, limits on replacement classes, restrictions on staff representations, PDPA rights, and exclusions or limitations of liability, should be read carefully before enrolment or payment.

3. Nature of Service, Promotional Expressions, and No Guarantee

3.1 The Centre is a private English language centre. It is not a government school, private-school syllabus provider, daycare, nursery, kindergarten, boarding facility, transport provider, medical clinic, therapy centre, counselling service, psychologist, speech therapist, occupational therapist, special-needs centre, or personal caregiving service, unless the Centre expressly states otherwise in writing.

3.2 The Centre provides education services only. Unless expressly agreed otherwise in writing by an authorised manager or director, the Centre does not provide one-to-one safety supervision, personal caregiving, feeding, diapering, toileting assistance, medication administration, behaviour therapy, transport supervision, or after-hours care.

3.3 The Centre does not guarantee grades, school results, exam scores, placement outcomes, fluency, pronunciation, confidence, speaking ability, behaviour change, personality change, or completion within any fixed number of lessons or timeframe.

3.4 Progress depends on many factors outside the Centre's control, including attendance, punctuality, health, maturity, cooperation, practice, behaviour, confidence, home support, revision, exposure, and the Student's individual learning profile.

3.5 Any reference in promotional materials, website content, social media, brochures, staff communications, or sales communications to "one-to-one", "private tutoring", "small class", "exclusive supervision", "personalised teaching", "first", "leading", "mastery", "Cambridge", or similar expressions shall be construed as referring only to the teaching format, academic focus, or internal approach described by the Centre. Such expressions shall not be construed as creating a guarantee, a regulatory status, an exam-body affiliation, a daycare obligation, or any form of continuous personal supervision, unless expressly confirmed in writing by the Centre.

3.6 Testimonials, examples, case studies, awards, statistics, progress descriptions, estimated timelines, and marketing statements are illustrative in nature only and shall not give rise to any guarantee, representation, or contractual commitment as to the outcome for any particular Student.

3.7 The Parent acknowledges and agrees that it shall not rely upon any informal oral statement, sales statement, or staff message that is inconsistent with these Terms, the Fee Schedule, the Registration Form, or any written approval issued by the Centre through Official Channels.

4. Enrolment, Assessment, and Placement

4.1 Enrolment shall only be deemed confirmed once the Centre has accepted the Student and the required payment has been received by the Centre as cleared funds.

4.2 Assessment is for placement, learning needs, and programme suitability only. It is not a scored exam unless the Centre expressly states otherwise.

4.3 Placement, level recommendations, and comments on suitability constitute professional opinions based on the information available to the Centre, the Student's participation, and classroom observation at the relevant time.

4.4 The Centre may refuse, defer, place the Student on a waiting list, or recommend another level, format, or class arrangement where the Centre reasonably considers such arrangement to be more suitable, safer, or operationally necessary.

4.5 Although the Parent remains responsible for the ultimate enrolment decision, the Centre may decline any placement that it reasonably considers unsuitable for the Student, the class, Centre Personnel, or the Centre's operations.

5. Parent Disclosure Duty

5.1 Before enrolment and throughout the study period, the Parent shall fully and accurately disclose any matter that may affect teaching, supervision, safety, communication, welfare, or operational suitability, including any medical, allergy, medication, learning, behavioural, sensory, developmental, custody, pick-up, or other material matter.

5.2 The Parent shall promptly update the Centre if any information changes or if any new issue arises after enrolment.

5.3 Any issue, injury, disruption, learning difficulty, complaint, loss, delay, additional cost, or safety problem arising to the extent caused by non-disclosure, late disclosure, inaccurate disclosure, or incomplete disclosure shall remain the Parent's responsibility.

5.4 Any comments, concerns, observations, suggestions, feedback, or remarks made by the Centre, its teachers, staff, or person-in-charge are provided for support, communication, and operational purposes only. They shall not be construed as a medical, psychological, educational, speech-language, occupational therapy, or clinical diagnosis, certification, assessment, or guarantee.

5.5 The Centre may request supporting documents, doctor's notes, school notes, custody documents, emergency contact details, or written instructions where reasonably necessary for safety, scheduling, welfare, compliance, or service delivery.

6. Parent Responsibilities and Shared Learning Responsibility

6.1 The Parent shall ensure that the Student attends regularly, arrives on time, brings required materials, follows rules, and is ready to participate.

6.2 English learning is a shared responsibility. The Centre provides teaching and guidance, while the Parent and Student remain responsible for attendance, follow-up, encouragement, and home support.

6.3 The Centre may recommend home revision, reading, speaking practice, review, or reinforcement even when no written homework is given. The Parent agrees to reasonably encourage such follow-up, including within approximately one to two days after class where practical.

6.4 The Parent agrees to raise questions or concerns with the Centre promptly through Official Channels instead of making assumptions based only on partial information, informal comments, rumours, or the Student's one-sided account.

6.5 The Parent acknowledges that different students progress at different rates. Comparison with siblings, classmates, friends, public figures, testimonials, or other students does not establish fault by the Centre.

7. Student Independence, Toileting, Personal Care, and Medication

7.1 Unless the Centre expressly agrees otherwise in writing, the Student shall be deemed sufficiently independent to manage ordinary classroom participation, simple instructions, drinking independently, and basic toileting.

7.2 Staff may provide reasonable verbal guidance or incidental non-intimate assistance; however, staff shall not be obliged to clean the Student, change the Student's clothing, provide intimate care, or render any caregiving service.

7.3 If the Student wets, soils, vomits on, or otherwise requires cleaning of clothing or person, the Centre may contact the Parent for immediate return, and the Centre may require the Parent to collect the Student without delay.

7.4 The Centre does not administer medication unless it expressly agrees in writing on a case-by-case basis. Any medication sent with the Student remains the Parent's responsibility.

7.5 The Student shall not bring dangerous, sharp, fragile, expensive, distracting, confidential, age-inappropriate, or unsuitable items to the Centre unless the Centre expressly allows them.

8. Drop-Off, Pick-Up, Arrival, and Departure

8.1 The Centre's supervision responsibility shall commence only when the Student is properly handed over for the scheduled lesson or when the lesson officially begins, whichever is later, and shall cease upon authorised release at the end of the lesson.

8.2 The Parent remains responsible before the Student is handed over and after the Student is released, including in waiting areas, corridors, toilets, lobbies, lifts, staircases, car parks, common areas, surrounding areas, and outside the Centre premises.

8.3 The Parent shall arrange punctual pick-up. If the Parent authorises self-dismissal or release to a third party, all risk after release shall remain with the Parent, except to the extent caused by the Centre's proven negligence, wilful misconduct, or breach of Mandatory Law.

8.4 Repeated late pick-up, unsafe collection arrangements, unclear release instructions, or custody uncertainty may result in operational restrictions, refusal of self-dismissal, requirement of written pick-up authorisation, suspension, or termination of services.

8.5 The Centre may impose a late pick-up administrative charge as stated in the prevailing Fee Schedule where the Parent repeatedly collects the Student late or where staff are required to remain beyond normal release arrangements. Any such charge shall be disclosed in the Fee Schedule or notified before it is imposed, except in genuine emergency arrangements approved by the Centre.

9. Safety, Premises Rules, Property, and Emergencies

9.1 The Student and Parent shall read, understand, and comply with all posted rules, staff instructions, safety guidance, toilet rules, hygiene notices, visitor rules, and premises procedures issued by the Centre from time to time.

9.2 The Centre shall exercise reasonable care in the conduct of lessons. The Parent nevertheless acknowledges that ordinary child movement, classroom activity, walking, running, toilet use, excitement, and interaction may involve ordinary risks.

9.3 In the event of illness, injury, accident, emergency, behavioural incident, safety concern, or any situation in which urgent action reasonably appears necessary, the Centre may provide basic first response, contact emergency services, contact the Parent, obtain urgent medical assistance, or take such protective action as the Centre reasonably considers appropriate.

9.4 All medical, transport, emergency, consultation, replacement, cleaning, and related expenses are borne by the Parent except to the extent caused by the Centre's proven negligence, wilful misconduct, or breach of Mandatory Law.

9.5 The Centre is not responsible for loss of or damage to cash, jewellery, books, stationery, clothing, electronic devices, bags, spectacles, toys, certificates, or other personal property except to the extent caused by the Centre's proven negligence, wilful misconduct, or breach of Mandatory Law.

9.6 The Centre may restrict entry, remove items, require Parent collection, or take protective action if the Centre reasonably considers any item, behaviour, person, or circumstance unsafe or disruptive.

10. Illness and Fitness to Attend

10.1 The Student shall not attend lessons if the Student appears unwell, contagious, medically unfit for class participation, or likely to endanger others, staff, or operations.

10.2 The Centre may refuse entry, isolate temporarily where practical, send the Student home, require suspension from lessons, or impose health-related attendance conditions if it reasonably considers this necessary.

10.3 Absence due to illness follows the usual absence and make-up rules unless the Centre expressly grants an exception in writing or Mandatory Law requires otherwise.

10.4 The Parent shall not conceal relevant symptoms, medical instructions, quarantine requirements, infectious illness, or health restrictions that may affect the Student, other students, Centre Personnel, or operations.

11. Student Conduct and Classroom Control

11.1 The Centre may enforce classroom rules, behavioural boundaries, seating arrangements, break arrangements, device rules, participation requirements, and communication standards for the safety and orderly conduct of lessons.

11.2 If the Student disrupts class, refuses instructions, endangers self or others, bullies, damages property, behaves abusively, repeatedly refuses to participate, uses offensive language, or otherwise acts in a manner that the Centre reasonably considers unsuitable, the Centre may intervene, remove the Student from class, contact the Parent, suspend attendance, or impose conditions for continued attendance.

11.3 Where disruption or refusal is substantial, the lesson may be counted as used even if the Student did not complete the full intended learning activities.

11.4 The Parent is responsible for any wilful or negligent damage caused by the Student to the Centre's premises, materials, equipment, intellectual property, or property of others, except to the extent caused by the Centre's proven negligence or breach of Mandatory Law.

12. Parent Conduct, Official Communications, and Staff Authority

12.1 The Parent shall communicate respectfully and in good faith with the Centre, Centre Personnel, students, and other parents.

12.2 Threats, harassment, intimidation, abusive language, repeated hostile messages, discrimination, disruption at the premises, aggressive behaviour, pressure on staff, or any conduct that affects staff welfare, student welfare, safety, or operations may result in refusal, suspension, restricted communication channels, or termination of services.

12.3 The Centre shall be entitled to communicate through the Parent's last provided contact details and may require that major concerns be discussed by way of an organised phone call, online meeting, or face-to-face discussion.

12.4 No teacher, assistant, salesperson, administrator, branch staff member, contractor, or other Centre Personnel shall have authority to guarantee results, waive fees, approve refunds, extend validity, promise exam outcomes, alter package terms, reserve old prices, change make-up entitlements, or amend these Terms unless the matter is confirmed in writing by an authorised manager or director through Official Channels.

12.5 Messages sent to personal phone numbers, informal messages, social media comments, casual conversations, or verbal statements by Centre Personnel shall not constitute official approvals unless the Centre confirms them through Official Channels.

12.6 The Parent shall not pressure, induce, threaten, or encourage Centre Personnel to breach Centre policy, provide unauthorised discounts, disclose confidential information, provide private tuition, or give special treatment outside approved Centre procedures.

13. Fees, Packages, Registration, Payment, and Chargebacks

13.1 Fees, packages, registration charges, deposits, examination fees, trial fees, administrative fees, late fees, replacement fees, third-party fees, and programme offerings shall be determined by the Centre in accordance with the prevailing Fee Schedule or written quotation.

13.2 Future fees, package structures, programme offerings, policies, and promotions may change from time to time. Fees already paid do not create a right to old prices for future renewals, future levels, re-registrations, transfers, new services, or new packages.

13.3 The Parent shall pay all required amounts on time. The Centre may suspend lessons, withhold scheduling, refuse attendance, refuse exam registration, refuse certificate or document processing, refuse transfer, or refuse progression processing while payment is outstanding, subject to Mandatory Law.

13.4 Third-party fees, including external exam fees, courier fees, platform fees, payment gateway fees, certification fees, and bank charges, may be subject to third-party rules and may be non-refundable once submitted, booked, committed, or paid.

13.5 Any failed, reversed, disputed, returned, or charged-back payment shall be treated as unpaid unless and until the Centre has actually received cleared funds. The Centre may suspend attendance, scheduling, examination processing, certificates, materials, and further services until payment has been regularised.

13.6 The Parent shall remain responsible for bank charges, payment-gateway charges, administrative costs, third-party costs, and reasonable recovery costs incurred as a result of failed, reversed, disputed, returned, or charged-back payments, subject always to Mandatory Law.

13.7 Promotions, discounts, vouchers, free lessons, trial arrangements, bonuses, subsidies, and goodwill credits are subject to their stated conditions, are not exchangeable for cash, and do not create any entitlement to future promotions.

14. Validity, Expiry, Forfeiture, and Re-Registration

14.1 All lesson packages and all registration payments or registration-related entitlements, including registration for a subsequent Level where applicable, shall remain valid for eighteen (18) months from the Centre's recorded start date or such other commencement date as the Centre expressly records in writing.

14.2 Non-attendance, reduced attendance, travel, school commitments, timetable preference, temporary stop, illness, personal circumstances, change of residence, or loss of interest do not automatically pause or extend validity unless the Centre expressly confirms an extension in writing or Mandatory Law requires otherwise.

14.3 Any unused lessons, credits, Registration entitlements, reservations, or related benefits remaining after the validity period shall expire automatically and shall be forfeited, without refund, compensation, or carry-forward, except as required by Mandatory Law.

14.4 A Student returning after expiry, including where a previously reserved future Level was not commenced in time, may be required to re-register, pay the prevailing registration fee, and accept the Centre's current timetable, level, pricing, and policies.

14.5 Extensions are exceptional only. The Parent shall notify the Centre in advance, provide any documents reasonably requested by the Centre, and obtain written approval. Approval is subject to academic suitability, timetable feasibility, staffing, capacity, fairness to other students, and Mandatory Law.

15. No Refund, No Transfer, and Statutory Rights

15.1 Except as required by Mandatory Law or where these Terms expressly provide otherwise, all fees paid to the Centre are non-refundable. Nothing in this Clause affects any non-excludable statutory right or remedy.

15.2 No refund arises from withdrawal, timetable preference, relocation, dissatisfaction, teacher change, branch preference, loss of interest, missed lessons, inability to continue, school workload, change of mind, non-attendance, personal schedule conflict, or refusal to follow Centre guidance, except where Mandatory Law requires otherwise.

15.3 If, for reasons attributable to the Centre, the Centre is unable to provide the relevant paid service or a reasonably comparable replacement within a reasonable time, the Centre shall provide such remedy as is required by Mandatory Law.

15.4 Lessons, packages, Registration entitlements, credits, and reservations are tied to the Student only and cannot be transferred, shared, sold, gifted, exchanged, or converted to another person, sibling, friend, class, branch, product, or service unless the Centre expressly agrees in writing.

15.5 The Parent may not set off, deduct, reverse, withhold, or dispute payment without reasonable lawful basis, the Centre’s written agreement, or a right provided under Mandatory Law.

15.6 Any goodwill credit, extension, replacement, partial refund, or exception given once is not a waiver, precedent, or obligation to repeat the same treatment in another case.

16. Attendance, Punctuality, Cancellation, and No-Show

16.1 The Parent shall notify the Centre of any absence as early as reasonably practicable through Official Channels.

16.2 Late arrival does not extend class time, does not create additional lesson entitlement, and does not guarantee that missed parts of class will be repeated.

16.3 No-show, repeated late notice, or failure to attend an agreed make-up slot may be treated as an absence and may result in the lesson or make-up being treated as used, according to Centre policy.

16.4 Irregular attendance, frequent rescheduling, or infrequent study patterns may materially affect learning quality, pace, confidence, and teacher planning. The Centre is not responsible for reduced progress arising from such patterns.

16.5 The Centre may require attendance planning, rescheduling limits, or a revised study arrangement where irregular attendance affects teaching continuity or operations.

17. Replacement Credits (Make-Up Entitlement)

17.1 Each Student is entitled to ten (10) Replacement Credits per Level only, unless the Centre expressly states otherwise in writing.

17.2 Replacement Credits are Level-specific, non-transferable, non-refundable, non-cumulative, and shall expire when the Student completes, changes, or leaves the Level, or when the package expires, whichever occurs first.

17.3 If the Parent starts with a smaller package and later upgrades within the same Level, any Replacement Credits already used will still be counted within the same total entitlement of ten (10).

17.4 After all available Replacement Credits for the Level have been used, any further absence may be counted as a used lesson without replacement.

17.5 All replacement scheduling shall remain subject to teacher availability, seat availability, timetable availability, class suitability, learning appropriateness, safety considerations, and operational feasibility, as determined by the Centre.

17.6 Replacement Credits have no cash value and cannot be used to extend the package beyond the validity period unless the Centre expressly approves otherwise in writing.

18. Temporary Stop, Study Hold, and Irregular Study Pattern

18.1 A temporary stop, study hold, or extended break shall not take effect automatically and shall remain subject to the Centre's prior approval.

18.2 If the Student is expected to be absent for more than fourteen (14) calendar days, or for any prolonged period or repeated periods likely to affect scheduling, continuity, or academic planning, the Parent shall notify the Centre in advance and shall not assume that the Student's class slot, teacher allocation, branch allocation, or package validity will be preserved.

18.3 If a temporary stop is approved, the Student's seat, time slot, class placement, teacher allocation, or branch allocation may be released to others. The previous slot is not guaranteed upon return unless the Centre expressly confirms it.

18.4 The Parent acknowledges that sustained progress usually requires consistent attendance. Unless otherwise advised by the Centre for a particular programme, attendance significantly below the Centre's recommended frequency may affect learning pace and results, and the Centre is not responsible for any resulting delay or dissatisfaction.

18.5 Where the Student attends with such irregularity or infrequency as to undermine the academic plan, the Centre may recommend a different schedule, class arrangement, level, programme, or enrolment decision.

19. Teacher Assignment, Rotation, Staffing, and No Private Engagement

19.1 The Centre may assign, rotate, replace, or reallocate teachers, assistants, observers, relief staff, trainees, specialist staff, or branch personnel for pedagogical, training, leave, safety, disciplinary, operational, or business reasons.

19.2 The Parent and Student have no contractual right to any specific teacher, assistant, or staff member, and no guarantee is given that the same teacher will continue throughout a package, Level, or programme.

19.3 The Parent acknowledges that exposure to different teachers or speaking partners may form part of the Centre's teaching approach, especially for confidence-building, communication with different people, and practical English use.

19.4 No refund, discount, fee reduction, or extra credit arises solely because a teacher is changed, rotated, absent, or replaced.

19.5 During the Student’s enrolment and for twelve (12) months after the Student’s last lesson, the Parent and Student shall not, directly or indirectly, solicit, engage, employ, pay, or arrange private tuition, online classes, teaching services, consulting, or other education-related services with any Centre Personnel, whether individually or through another entity, without the Centre’s prior written consent.

19.6 Clause 19.5 is intended to protect the Centre's legitimate business relationships, confidential methods, staff investment, teaching arrangements, goodwill, and intellectual property.

20. Timetable, Class Arrangement, Mode, and Online / Hybrid Classes

20.1 The Centre may change classrooms, schedules, days, times, class arrangements, class size, teacher allocation, teaching sequence, curriculum coverage, rules, or service mode, including online or hybrid arrangements, where the Centre reasonably considers such change necessary for academic, safety, staffing, or operational reasons.

20.2 Where reasonably practicable, the Centre will give notice of major operational changes through any communication channel that it reasonably considers appropriate.

20.3 Operational changes do not entitle the Parent to refund or compensation, provided the Centre continues to offer the relevant service or a reasonable alternative, subject to Mandatory Law.

20.4 For online or hybrid classes, the Parent is responsible for providing a suitable device, internet connection, camera, microphone, quiet learning environment, appropriate adult support where needed, and compliance with online class instructions.

20.5 The Student and Parent shall not record, screenshot, share meeting links, allow unauthorised persons to attend, impersonate another person, disrupt the online class, or misuse online materials.

20.6 Technical failure on the Parent's or Student's side does not automatically entitle the Parent to refund, extension, or replacement lesson. Where a material interruption is caused by the Centre's system or delivery failure, the Centre will offer a reasonable alternative where required by Mandatory Law or Centre policy.

21. Branch Transfer

21.1 All requests for transfer to another branch, class stream, service mode, or operating location shall be subject to availability, suitability, timetable, staffing, payment status, safety considerations, and final approval at the Centre's sole and absolute discretion.

21.2 Any request for transfer should, where practicable, be submitted no less than one (1) month in advance. Approval shall take effect only upon the Centre's written confirmation.

21.3 The Centre may impose reasonable administrative conditions, waiting periods, price adjustments, scheduling requirements, or re-assessment in connection with any approved transfer.

21.4 An approved transfer shall not operate to restart package validity, revive expired credits, create any right to a refund, or preserve prior pricing unless the Centre expressly confirms otherwise in writing.

22. Customised Teaching, Level Duration, and Progression

22.1 The Centre applies customised teaching methods and exercises internal professional judgment. A Level may require fewer lessons, additional lessons, more practice, or repetition depending upon the Student's needs, consistency, and progress.

22.2 Any timeline, estimated completion period, or suggestion that a Student may complete a programme sooner, later, or within a specified number of lessons shall be treated as an estimate only and not as a guarantee.

22.3 The Centre may recommend extension, repetition, acceleration, downgrade, upgrade, change of class type, change of service mode, or re-assessment where it reasonably considers such recommendation academically or operationally appropriate.

22.4 The Centre may decline progression to a subsequent Level if it reasonably considers that the Student is not ready, not suitable, irregular in attendance, or unlikely to derive meaningful benefit from the proposed Level.

23. Learning Expectations, Home Practice, and No Performance Guarantee

23.1 The Parent acknowledges that learning outcomes depend not only on the Centre's teaching but also on the Student's consistency, confidence, practice, attitude, attendance, revision, exposure, and the Parent's support.

23.2 The Centre is not responsible for dissatisfaction or unmet expectations caused by irregular attendance, low participation, lack of revision, failure to follow guidance, inability to attend sufficient lessons, non-disclosure, frequent absence, late arrival, or decisions made by the Parent contrary to the Centre's advice.

23.3 Any complaint that the Student is not improving fast enough shall be considered in light of the Student's actual attendance, practice, attitude, readiness, confidence, language environment, and home support, as well as the fact that every child learns differently.

23.4 Any examples, testimonials, average cases, awards, estimated progress, or descriptions of possible benefits are illustrative only and do not create a guaranteed outcome for any particular Student.

24. Curriculum Scope, Cambridge, and Other External Exams (If Applicable)

24.1 The Centre may teach beyond, supplement, or differ from a school syllabus or an external examination specification, including additional grammar, speaking, confidence-building, vocabulary, writing, or other enrichment components.

24.2 References to Cambridge, Cambridge English, external examinations, examination levels, or examination names are for identification of the relevant third-party examination only. Unless expressly confirmed otherwise in writing, the Centre does not represent that it is the examination body, or that it controls examination rules, dates, fees, deadlines, identity requirements, certificate issuance, or results.

24.3 An external exam, including Cambridge examinations, is governed by the relevant Exam Body, preparation provider, exam centre, and their respective rules, dates, fees, deadlines, seat availability, format, identification requirements, and result timelines.

24.4 Course completion does not guarantee immediate exam registration, immediate exam seat availability, immediate exam sitting, or any particular exam result.

24.5 If no suitable exam session is available near the end of a course, the Student may be placed into a later session, continue learning, or progress to another Level if supported by assessment and teacher evaluation.

24.6 Where the Centre subsidises or contributes toward a Cambridge or other external exam fee, that subsidy or contribution is deemed used once the Parent confirms the exam registration and the Centre submits, books, commits, or otherwise processes the entry.

24.7 If, after confirmation or submission, the Student is absent, arrives late, lacks required identification or documents, refuses required exam procedures, withdraws, is denied entry, or otherwise does not sit or complete the exam for reasons not caused by the Centre, any refund, deferral, special consideration, rescheduling, or resit is subject strictly to the rules and decision of Cambridge, the relevant Exam Body, and/or the authorised exam centre. To the extent the Centre suffers an unrecoverable subsidy loss and related staffing or administrative costs, the Parent shall reimburse the Centre according to the Centre's published exam reimbursement schedule. Unless the Centre confirms otherwise in writing, the standard schedule is: Pre-A1 Starters / A1 Movers / A2 Flyers: RM100; A2 Key for Schools (KET): RM150; B1 Preliminary for Schools (PET): RM200; B2 First for Schools (FCE): RM350.

24.8 Any request made after the exam registration deadline and before the exam date is a late registration request only, subject to seat availability and acceptance by the Centre and/or the authorised exam centre. If accepted, the Parent shall pay an additional RM200 late-registration and administrative fee, together with any applicable exam fee or third-party charge. Late registration is not guaranteed.

24.9 If the Parent requests a repeat entry for the same exam, a retake after an earlier sitting, or any new exam entry because the original certificate or exam document is lost, damaged, unclaimed, unavailable, rejected, expired, incorrectly handled by the Parent, or otherwise requires replacement or reprocessing for reasons not caused by the Centre, the Parent shall pay the then-current full prevailing exam fee and any related third-party, certification, courier, replacement-document, or administrative charges. No Centre subsidy applies to repeat entries or post-exam document services unless the Centre expressly agrees otherwise in writing.

24.10 The Parent acknowledges that the Centre's internal teaching goals, classroom methods, and additional grammar or enrichment content may not always correspond in every respect with any external examination body's format, weighting, scope, or timetable.

25. Phonics, Pronunciation, and Specialised Service Disclaimer

25.1 Unless the Centre expressly states otherwise in writing for a particular programme, general English or Cambridge-related programmes do not include a separate phonics programme, separate pronunciation programme, speech therapy, occupational therapy, behavioural intervention, or medical, psychological, or clinical service.

25.2 The Centre may still provide incidental pronunciation correction, speaking practice, or oral guidance as part of ordinary teaching, but no guarantee is given as to accent, pronunciation outcome, fluency, confidence, or speed of change.

25.3 Progress in pronunciation or early-speaking skills depends heavily on the Student's cooperation, willingness to imitate, attendance consistency, listening exposure, and follow-up practice.

26. Complaints, Clarification, Internal Resolution, and Evidence Preservation

26.1 If the Parent has any concern regarding progress, conduct, fees, scheduling, teaching quality, safety, communication, billing, or any other matter, the Parent shall raise the concern promptly through Official Channels.

26.2 The Parent shall report any complaint, incident, injury, safety concern, billing issue, class concern, or document concern as soon as reasonably practicable and, where possible, within seven (7) days after becoming aware of the matter, so that the Centre may review attendance records, CCTV availability, teacher notes, payment records, communication records, and other time-sensitive evidence.

26.3 Late reporting may limit the Centre's ability to investigate, but does not remove any rights that cannot lawfully be excluded.

26.4 The Parent acknowledges and agrees that it shall not form final conclusions based solely on rumours, one-sided comments, partial information, social-media messages, or a child's informal remarks without first seeking clarification from the Centre through Official Channels.

26.5 The Centre may require a phone call, online meeting, face-to-face discussion, review of records, written statement, or a reasonable investigation period before issuing its final response.

26.6 Except in urgent safety matters or where the Parent is exercising a lawful right to complain to an authority, seek legal advice, preserve evidence, or protect a statutory right, the Parent agrees to allow the Centre a reasonable opportunity to review and respond before escalating the matter publicly.

27. Public Statements, Reputation, and False Allegations

27.1 The Parent shall not publish, circulate, repeat, encourage, edit, or amplify any false, misleading, malicious, or defamatory statement concerning the Centre, Centre Personnel, students, parents, or the Centre's services.

27.2 The Centre may seek clarification, correction, take-down, apology, right of reply, platform report, legal letter, damages, injunction, or any other lawful remedy where false or damaging statements have been made.

27.3 Nothing in this Clause restricts any person from making a bona fide complaint to any authority, giving truthful evidence, preserving evidence, obtaining legal advice, communicating with an insurer, or making a truthful statement of actual experience or honestly held opinion.

27.4 The Parent shall not disclose names, faces, images, videos, private information, class information, or personal data of other students, parents, visitors, or Centre Personnel when making any public statement, except where legally required or properly authorised.

28. Photos, Video, CCTV, PDPA Notice, and Communications

28.1 The Centre processes personal data in accordance with its PDPA Notice, which shall be read together with these Terms. The PDPA Notice is published separately from these Terms and shall be read together with these Terms where personal data processing is concerned.

28.2 The Parent’s acceptance of these Terms confirms that the Parent has been given access to the PDPA Notice and acknowledges that the Centre may process personal data reasonably necessary for enrolment, lessons, safety, administration, service delivery, legal compliance, and lawful business operations, subject always to the PDPA Notice and applicable law.

28.3 The Centre may use CCTV and may create reasonable internal photographs, audio recordings, video recordings, class notes, incident records, assessment records, and service records for security, safety, quality control, training, dispute handling, insurance, legal, regulatory, welfare, operational, and service-delivery purposes.

28.4 Where the Registration Form, short-form terms, website notice, QR notice, or other recorded consent states that the Parent agrees to marketing or publicity use, the Centre may use non-sensitive photographs, videos, voice recordings, likeness, classwork, testimonials, success stories, event participation, or student achievements for marketing, publicity, social media, website, brochure, portfolio, internal presentation, and promotional purposes, subject to the PDPA Notice and applicable law. The Centre shall not publish full names, identity numbers, medical information, sensitive learning information, or other sensitive details for publicity unless separately authorised or otherwise legally permitted.

28.5 CCTV footage, class recordings, internal photographs, incident records, and class documentation are not automatically provided to Parents because they may contain personal data, confidential information, or legally protected material relating to other students, parents, visitors, or Centre Personnel. The Centre may review and disclose such material only where lawful and reasonably necessary.

28.6 The Parent agrees that the Centre may contact the Parent for administrative, billing, scheduling, academic, welfare, safety, emergency, examination, service-related, and legal matters through Official Channels.

28.7 The Parent shall keep all contact details accurate and up to date. The Centre may rely on the last contact information provided by the Parent.

28.8 The separate English PDPA Notice shall be published at https://www.redenglishgrammar.my/en/pdpa-notice or at any updated web address later notified by the Centre.

29. Parent and Visitor Recording Prohibition

29.1 Parents, visitors, drivers, relatives, accompanying persons, and students shall not record, photograph, screenshot, livestream, or otherwise capture any class, student, staff member, premises activity, document, timetable, screen, or communication without the Centre's prior permission.

29.2 If unauthorised recording occurs, the Centre may require the person to cease recording, leave the premises, remove any unlawful publication, suspend services, restrict entry, issue a formal warning, or take such other protective action as the Centre reasonably considers necessary.

29.3 Nothing in this Clause requires any person to destroy evidence that he or she is legally required to preserve or provide to an authority, court, tribunal, insurer, or legal adviser. However, unauthorised publication, sharing, editing, manipulation, misrepresentation, or misuse remains prohibited.

30. Intellectual Property, Confidential Information, and Use of Materials

30.1 All teaching materials, worksheets, videos, recordings, slides, methods, lesson plans, assessment formats, scripts, class structures, internal notes, branding, logos, social media content, website content, fee structures, forms, and internal systems belong to or are licensed to the Centre unless expressly stated otherwise.

30.2 The Parent and Student may use materials only for the Student's personal learning and home revision, unless the Centre gives separate written permission.

30.3 No material may be copied, photographed, scanned, uploaded, recorded, reproduced, adapted, translated, sold, shared, republished, taught commercially, reverse-engineered, or distributed to third parties without the Centre's prior written approval.

30.4 The Parent and Student shall not disclose confidential methods, staff notes, internal documents, class recordings, assessment materials, price arrangements, other students' information, staff information, or Centre business information except where legally required or authorised by the Centre.

30.5 The Centre may pursue any lawful remedy in respect of the misuse of intellectual property, confidential information, recordings, branding, or materials.

31. Suspension and Termination by the Centre

31.1 The Centre may suspend, refuse entry, terminate, or decline further enrolment where there is non-payment, chargeback, repeated late pick-up, non-disclosure, unsafe behaviour, severe disruption, abusive conduct, misuse of recordings, misuse of materials, regulatory risk, or any other circumstance that the Centre reasonably considers materially incompatible with safe or proper service delivery.

31.2 Where termination or suspension happens because of the Parent's or Student's breach, misconduct, non-disclosure, non-payment, unauthorised conduct, or unsuitability, no refund, compensation, or replacement lesson is required, subject to Mandatory Law.

31.3 Any outstanding fees, charges, exam commitments, third-party commitments, recovery costs, or damage compensation already incurred remain payable despite suspension or termination.

31.4 Termination or refusal by the Centre does not affect rights, obligations, confidentiality, intellectual property, non-solicitation, data protection, payment, indemnity, limitation of liability, or dispute clauses intended to survive termination.

32. Limitation of Liability

32.1 Nothing in these Terms limits or excludes liability for fraud, wilful misconduct, death or personal injury caused by negligence, or any liability that cannot lawfully be limited or excluded.

32.2 To the maximum extent permitted by law, the Centre is not liable for any indirect, consequential, special, incidental, exemplary, punitive, reputational, expectation-based, loss of opportunity, business loss, emotional distress, or loss-of-chance claim, or matters outside the Centre's reasonable control, except where such liability cannot lawfully be excluded or limited.

32.3 To the maximum extent permitted by law, the Centre's total aggregate liability for direct proven loss arising from the relevant service shall not exceed the fees actually paid to the Centre for that specific service giving rise to the claim.

32.4 Without prejudice to Clause 32.1, the Centre is not responsible for reduced progress, dissatisfaction, missed expectations, learning delay, exam dissatisfaction, or loss of confidence arising from irregular attendance, insufficient revision, home circumstances, non-disclosure, late arrival, absences, poor cooperation, behaviour, health, learning profile, school workload, or other matters outside the Centre's reasonable control.

32.5 The limitations in this Clause are intended to apply only to the extent permitted by Mandatory Law and shall be interpreted to preserve, not defeat, any non-excludable legal right.

33. Indemnity

33.1 To the maximum extent permitted by law, the Parent shall indemnify and hold the Centre harmless against reasonable losses, claims, damages, charges, penalties, third-party costs, legal costs, and expenses arising from the Parent's or Student's breach of these Terms, misconduct, non-disclosure, unauthorised recording, misuse of materials, damage to property, or unlawful act, except to the extent caused by the Centre's proven negligence, wilful misconduct, fraud, or breach of Mandatory Law.

33.2 The indemnity does not apply to the extent that the relevant loss is caused by the Centre's proven negligence, wilful misconduct, fraud, or breach of Mandatory Law.

33.3 The Centre shall take reasonable steps to mitigate loss where legally required.

34. Force Majeure and Events Beyond Control

34.1 The Centre shall not be liable for delay, suspension, interruption, closure, rescheduling, or inability to perform caused by events beyond its reasonable control, including governmental action, public-health measures, natural disaster, fire, flood, pandemic, epidemic, utility failure, internet failure, labour shortage, serious staff illness, building issue, security threat, or third-party service failure.

34.2 Where reasonably practicable, the Centre may offer an alternative arrangement, replacement schedule, online class, credit adjustment, temporary hold, or other solution, but it is not obliged to do so unless required by Mandatory Law.

34.3 The Centre may prioritise safety, regulatory compliance, staff welfare, class continuity, and operational feasibility when choosing an alternative arrangement.

35. Records, Notices, and Reliance on Centre Systems

35.1 The Parent shall keep the Centre informed of current phone numbers, WhatsApp numbers, email addresses, emergency contacts, pick-up instructions, custody restrictions, medical updates, and any other relevant details.

35.2 Any notice, policy update, schedule message, reminder, invoice, receipt, warning, or operational communication sent to the Parent's last provided contact details shall be deemed received when successfully transmitted, unless failed delivery is apparent to the Centre.

35.3 In the absence of manifest error, the Centre's records relating to attendance, payment, scheduling, Replacement Credits, notices, assessments, internal incident notes, CCTV review notes, and communications shall constitute prima facie evidence of the relevant matter.

35.4 The Parent shall promptly notify the Centre of any suspected record error so that the matter may be investigated while relevant evidence remains available.

36. Updates to Terms and Policies

36.1 The Centre may revise or update these Terms from time to time to reflect operational, academic, legal, regulatory, technology, data-protection, safety, fee, or business changes.

36.2 Minor operational changes, updated forms, updated schedules, class rules, communication procedures, and administrative changes may be notified by website publication, QR link, written notice, WhatsApp, email, display at the Centre, replacement form, or any other channel reasonably chosen by the Centre.

36.3 Any material change affecting fees already paid, package validity, refund or remedy rights, liability, PDPA or data rights, or major service obligations shall apply prospectively only after reasonable notice, unless otherwise required or permitted by applicable law.

36.4 Continued payment, attendance, use of services, or continued enrolment after the effective date of an updated version constitutes acceptance of the updated Terms in respect of future services only, and does not operate retrospectively so as to remove rights that have already accrued under Mandatory Law.

36.5 An updated version does not retroactively remove rights that have already become non-excludable under Mandatory Law.

37. Regulatory Status, Approvals, and Branch Operations

37.1 The Centre's services are provided through the Operator's approved operating locations, branch arrangements, online arrangements, and service structures, subject to applicable registrations, approvals, licences, permits, and regulatory requirements.

37.2 Nothing in these Terms authorises the Centre, any branch, any staff member, or any third party to provide a service that is not lawfully permitted to be provided.

37.3 The Centre may change, consolidate, relocate, suspend, or reorganise a branch, class stream, service mode, teacher allocation, or operating arrangement for business continuity, regulatory compliance, safety, staffing, or operational reasons.

37.4 The Parent shall refer to the Centre's latest published branch information and Official Channels for current location details, operating hours, and contact particulars.

38. Governing Law, Tribunal Rights, and Jurisdiction

38.1 These Terms are governed by the laws of Malaysia.

38.2 Nothing in these Terms prevents a person from exercising a non-excludable right to refer a matter to a competent tribunal, regulator, authority, court, or law enforcement body.

38.3 Subject to Clause 38.2 and any non-excludable legal right, the parties agree that ordinary court proceedings relating to these Terms shall be brought in Malaysia and, where legally permissible, in the courts having jurisdiction in Johor Bahru, Johor.

38.4 The parties are encouraged to attempt reasonable internal resolution before commencing formal proceedings, except in urgent, safety, regulatory, or legally time-sensitive matters.

39. Assignment, Business Transfer, and Subcontracting

39.1 The Centre may assign, transfer, novate, subcontract, outsource, reorganise, or delegate its rights and obligations under these Terms to an affiliated entity, successor, purchaser, service provider, branch operator, or approved business partner where reasonably necessary for business continuity, restructuring, service delivery, or branch operation.

39.2 Any personal data transfer or disclosure under Clause 39.1 shall be handled in accordance with the PDPA Notice and applicable law.

39.3 The Parent may not assign or transfer the package, credits, reservation, claim, entitlement, or rights without the Centre's prior written approval.

39.4 A change in business structure, branch arrangement, service provider, or authorised operator shall not, of itself, entitle the Parent to any refund, compensation, or cancellation right if the relevant service continues to be lawfully provided.

40. General

40.1 If any provision of these Terms is held to be invalid, illegal, unfair, or unenforceable, the remaining provisions shall continue in full force and effect to the fullest extent possible, and the affected provision shall be construed or severed only to the extent necessary.

40.2 Any delay or failure by the Centre to enforce any clause shall not constitute a waiver of that clause or of any other clause.

40.3 The headings are for convenience only and do not affect interpretation.

40.4 These Terms shall not be interpreted in any manner that limits, excludes, or defeats Mandatory Law.

40.5 If these Terms are translated and there is any inconsistency, the English version prevails unless Mandatory Law requires otherwise.

40.6 These Terms, together with the Registration Form, Fee Schedule, PDPA Notice, examination forms, written addenda, and written approvals issued by the Centre through Official Channels, constitute the applicable contractual framework between the Parent and the Centre in relation to the relevant services.