The time displayed throughout your account, as well as the time in the notifications you receive, is displayed in the local time zone you set in your personal account. It is important to note that:
● During the switch between winter and summer time, be sure to change your time zone setting in time: your local time zone setting is set according to GMT standard time, so after you set it, it will not automatically change with your local daylight saving time and winter time switching, you need to manually adjust your time zone setting when switching between winter and summer time. For example, if you live in London, you should set your local time zone to GMT+1 during daylight saving time and GMT+0 during winter time. If you fail to adjust your local time zone to GMT+0 in time when you enter winter time, the time in your account and the time displayed in the notification you receive will still be displayed according to the previous daylight saving time.
● The absolute time of an existing lesson plan (relative to the standard time of GMT+0) will not change when you switch the local time zone setting: When you reset your local time zone with the local winter and summer time switching, the absolute time of the previously determined lesson plan will not change, but the time displayed in your account will change accordingly. For example, if you are currently in London and you have set your local time zone to GMT+0 during winter time. One day before the start of daylight saving time, you have made an appointment with your Chinese teacher for a lesson at 21:00 on Sunday three days later, and your teacher in China will prepare for the lesson at 13:00 (GMT+8) on Sunday three days later. When daylight saving time comes, if you adjust your local time zone setting from GMT+0 to GMT+1, the class information in your account will be changed to 20:00 on Sunday (your teacher will not be affected, and the class will still be taught at 13:00 Beijing time on Sunday). The schedule of a fixed-time class is also an absolute time, but it will change according to your time zone setting, and the time displayed in your account will change.

● In order to reduce the confusion of teaching management, the required information on the student's personal settings page cannot be changed by the user after the user enters and submits it for the first time. Therefore, please fill in the information carefully and truthfully when filling in the application for the first time. The gender, date of birth, permanent residence and other information of the students are all covered by the "Privacy Protection Policy" of the platform users, please feel free to fill in truthfully.
● If there is a change in the student's information, you can write to the service@ivyexpert.com using your registered email address to inform you of your student ID, what needs to be changed, and how it needs to be changed. After we receive your request, we will modify it for you in a timely manner (please note that the customer service staff may need to verify your identity information if necessary).

You can choose an adjacent area option that shares the same time zone as your location. This will not affect the course services you receive.

You were able to receive the email verification code we sent during your registration/application for the trial lesson, which indicates that your email was previously functioning correctly. The reasons you may sometimes not receive our verification codes could be as follows:

● Email Transmission Delays: We have official email servers in North America and China that send notification emails to users from the nearest location. However, the emails we send may still be considered international mail. In rare cases, delays may occur. Please wait for a while, as the email verification code you receive within 60 minutes of sending your request remains valid.
● Email Security Policies: Kylin Chinese's official email is a legitimate corporate email. In most cases, our emails are not blacklisted as spam by major email service providers. However, it is possible that you recently adjusted your email's security policies, or your email provider has set stricter spam identification standards, causing the verification email to be marked as spam or promotional mail and moved to your spam folder, or it may have been directly rejected. If you are consistently unable to receive our emails or find our emails in your spam folder, you will need to access your email and adjust your security settings or blacklist/whitelist settings, or contact your email provider for assistance in changing the relevant spam policies. If you need us to provide the delivery status of the requested verification email, you can contact our customer service team (service@ivyexpert.com) for assistance in checking the delivery status of the verification email.

If none of the above methods resolve your issue, please contact our customer service team (service@ivyexpert.com) for assistance in updating your registered email address.

You may refer to the terms regarding course cancellations in the "Tutoring Service Agreement" on the Buy Class Hours page.
● For specific cancellation procedures, you can go to the "Order History" page, locate the course package you wish to cancel, click on "Check Details," and if you see the Refund button in the lower right corner of the details page, it indicates that you currently meet the Refund Policy. Further click that button to enter the cancellation page, where you can view the refundable amount and confirm your refund request.
● Once your refund request is confirmed by the system, it will be processed as soon as possible, and you will be notified of the successful processing via system email. The platform only supports refunds via the original payment method.

Please be advised that 1 class hour will be deducted at the start of each lesson. Class hour balance reaching 0 will result in the termination of the student's pairing with the tutor. To avoid this, please monitor your class 'Hour Account' regularly and ensure you complete the next subscription payment before the last one remaining available hour is deducted (that is, before the last lesson starts).

No, the installment payment plans for the course packages are provided by the platform itself and do not incur any interest. Whether to continue or default on payments is entirely at your discretion; the platform will not enforce continuation of payments and it will not affect your social credit record in any way.

When opting for installment payments, the hours will also be credited to your account in installments, corresponding to the "remaining hours" section in your account. The unpaid portion will be displayed as "pending activation hours." Therefore, you need to monitor your remaining hours and make timely payments. The system will also send you a notification via email when your remaining hours are nearing exhaustion. Defaulting on payments may result in the student being removed from their current class or canceling scheduled courses, thereby affecting the continuity of their learning.
● It is important to note that the hours released in installments do not include any complimentary hours included in the course package. Complimentary hours will be issued all at once upon the completion of the final installment payment.

Please click on "Device Self-Test" in the footer navigation bar of your account page to learn more about the hardware and software requirements for your class devices.

● Contact your course advisor at least 24 hours in advance and ask them to help you notify your teacher about the cancellation of the next class.
● Once the class is canceled, your next scheduled class time will be postponed, ensuring continuity in your course progress.
● Each student can temporarily cancel up to three classes per calendar year.
● Temporary cancellations apply only to one-on-one classes. If you are enrolled in a group class, the class cannot be canceled just because of your absence. The class schedule will not be paused due to your absence. Therefore, if you miss a class for any reason, the hours will still be deducted. If you are in a group class, please try to avoid missing classes.