Complaint and Feedback Policy

MY English Gym is committed to providing high-quality English training and excellent service. We value your feedback and take complaints seriously. This policy explains how you can share your thoughts and what you can expect from us in response.

Our Commitment

• We aim to resolve all issues fairly, transparently, and within a reasonable time.
• Your feedback helps us improve our teaching, curriculum, and customer service.
• Our goal is to ensure you feel heard and respected.

Types of Feedback & Complaints We Handle

We welcome:

• Comments or suggestions for improvement
• Concerns about lesson quality, teacher behavior, or platform issues
• Technical problems or user experience issues
• Billing or payment concerns

Please note:
We do not issue refunds for previous months of service, as customers are under no obligation to continue and may stop at the end of any billing cycle.

How to Submit Feedback or a Complaint

You may contact us in one of the following ways:

1. Email: myenglishgym.org
2. Phone/Zalo: 093.492.9540
3. Feedback Form: Available in your student portal
4. Live Chat: During working hours on our website

Please include:

• Your full name and contact details
• Course name or teacher involved (if relevant)
• A clear description of the issue
• Any screenshots or documents that may help us understand the situation

Response Time

Type of Feedback	Response Time
General comments	1–2 business days
Service complaints	Within 3 business days
Technical support	Same or next day

We aim to resolve all complaints within 7 business days. If more time is needed, we will inform you.

Fair Use and Limitations

While we strive to meet your expectations, please note:

• No Refunds for Past Services: Since our model is month-to-month, you may cancel anytime. We do not offer partial or retroactive refunds.
• Constructive Feedback Only: Abusive, threatening, or defamatory language will not be tolerated and may lead to account suspension.
• Course Design Limitations: We value feedback on teaching style and materials, but our curriculum is based on proven methods and may not be customized for individual learners.

Want to Cancel Your Membership?

You’re free to stop anytime before the next billing cycle. No paperwork or long-term commitment is required. Just notify us via email or the cancellation button in your portal.

Thank You

Thank you for choosing MY English Gym. Your satisfaction is important to us. We’re here to support your learning journey—and we’re always working to improve.