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FAQ

We're always able to answer your questions when you send us a message, but you might find some important nuggets of information here!

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Frequently asked questions:

If you have a question but can't find the answer here, just pop us a message with the Contact us button above. 

What is Jool?

Jool was founded to change the paradigm of education. We think kids are amazing and teachers are, too. However, we often feel like the expectations from the classes and the curriculum is too low and too test-orientated. We want to explore what happens when you take the tests away, raise the expectations significantly, and take off the brakes of learning with thrilling classes. 

How do our students learn?

We know every student is not in the same situation or the same context, so we want to offer flexible ways to study with Jool. 

We have scheduled live, face to face classes that happen every week at the same time in groups of 1-to-1, 1-to-2, and 1-to-4 on Zoom. 

We also have on-demand 1-to-1 and 1-to-2 classes that can be booked at a time that suits you. 

For students who can't make it to a live class, we offer homeschooling programmes in multiple programme areas - see the curriculum. 

What's unique about Jool?

Firstly, we don't believe that ANYTHING is too difficult for kids. That may sound a bit nuts, but we've found in thousands of hours of classes that when you assume everything is doable, kids meet you there. We believe that every subject, concept, or idea can be taught in a way that is accessible for students. 

If you throw the definition of economics at students, they'll recoil in terror and fall asleep. If you say the economy is all of the money moving around in a country or region, they'll understand enough to be able to think about why it matters! 

How can I pay for Jool classes?

All Jool classes are paid for online through Stripe in GBP. 

What if I change my mind? 

Full Refunds

We offer a full refund in the following cases. Please contact us at contact@sayhijool.com if you need additional help with a refund for any of these reasons:

  • Parents receive a full refund if they withdraw from a class of any type 48 hours before the class begins.

  • A full refund is also provided if a parent stops their ongoing class subscription within 24 hours of the subscription auto-renewal being processed. 

  • For one-time classes, parents receive a full refund if the teacher or Jool Education cancels a class.

  • In the event that a teacher fails to deliver a one-time class meeting, parents may request a full refund or request an alternative class be delivered in lieu.

Prorated Refunds

The following situations guarantee parents a prorated refund based on the number of live meetings in your class’s section. 

  • If part of a class is rescheduled, you will receive, upon request, a prorated refund based on the number of meetings that were rescheduled and that you did not attend.

  • If the teacher doesn’t teach the number of meetings listed, you will receive a prorated refund upon request.

  • If the teacher cancels a class in progress, you will receive a prorated refund based on the percentage of meetings you paid for that were canceled.

  • In the event that a teacher fails to deliver a scheduled class, the prorated cost of the class will be refunded to the parent. 

Additional Policies

  • If your learner misses a class meeting, you are not entitled to a refund. If you miss 3 consecutive class meetings without communicating with the teacher, you forfeit the class fee and the teacher may cancel the class or withdraw your learner. Your teacher may, however, transfer your learner to another available section, or provide a class recording, at their discretion.

  • If your learner has not joined the meeting 10 minutes after the class’s start time, the meeting may be cancelled, at the teacher’s discretion. This is considered a missed meeting and you are not entitled to a refund.

  • Teachers may transfer you to another section of the same class with your consent.

  • Donations made on Outschool will not be refunded.

  • Refunds can only be issued to the original form of payment used for your purchase on Outschool, and they cannot be issued to a different card. In the case that the original card is closed or no longer active for any reason, you may need to contact your bank or credit card company to retrieve the funds. In select cases, you may not be able to retrieve your refund, but we will offer you a gift card or apply a credit to your Outschool account instead. Our team will provide you with specific guidance in these cases.

Note that in the rare case a parent requests an excessive number of refunds, they may be disqualified from receiving future refunds.