Frequently Asked Questions


Here are some frequently asked questions about Anona.Co English. Please get in touch if your questions have not been answered.​


HOW LONG IS EACH SESSION?

Each session with our mentors vary depending on the package you choose. They can be of 10 minutes, 20 minutes, 30 minutes, or even 1 hour (based on request)! Schedules are built according to the package selected.

HOW DO I CONNECT WITH A MENTOR AT THE START OF A SESSION?

When booking your class using our online booking service, you will fill in details for your Skype username so that your English Instructor can contact you at your booked time slot. Please make sure you have written the correct details when you receive your confirmation email so that our Instructors are able to call you.

I’M NOT SURE WHAT TIME THE SESSIONS ARE AS I AM IN A DIFFERENT TIME ZONE

Sessions are held based on the EST time zone, but once you have booked your desired package, you will receive an email with a choice of timings to choose from within 24 hours. We will convert the time according to your time zone prior to confirming the booking. This process helps us to make sure you are booking the right time that you want.

WHAT HAPPENS IF I DON’T GET A VIDEO CALL AT MY BOOKED TIME SLOT?

If your instructor hasn’t called you on Skype within 5 minutes of the start of your booked time slot, you can try calling us instead – using our Skype username which you will receive through your email. It may be that your username information was incorrect on your booking form and your instructor was unable to contact you. Please check your confirmation email has the correct information before your session.

If you try to call us and there is no answer, please send an email to help@anonacoenglish.com as soon as possible including your correct Skype username and we will call you back as soon as possible or arrange an alternative time slot if the error was due to technical failure on our part. We do not offer refunds for missed sessions due to clients supplying the wrong Skype username.

WHAT WILL HAPPEN DURING OUR SESSION?

Your instructor will prepare a session plan based on the information you provided on your booking form as well as the results from the level test. The session will be based around various topics of conversation and your mentor will have lots of useful materials and props to help support you’re learning throughout the session. If it is not your first session with Anona.Co English then you may have already discussed with your instructor what you would like to cover in future sessions and your mentor will have prepared an appropriate session plan.

CAN I CONTACT THE EXPERT THAT HAS BEEN MENTORING ME OUTSIDE OF THE VIDEO CALLS?

You are welcome to email any questions or comments you may have about any of the classes with an instructor to info@anonacoenglish.com. Your email will be passed onto your instructor.

WILL I GET A REFUND OR CAN I RESCHEDULE IF I MISS MY SESSION?

If you miss your booked session with one of our experts due to forgetting or not being able to attend for any reason, then unfortunately we are unable to offer a refund or reschedule.

If you decide to postpone your class for another time, then you are welcome to do so as long as it is done 24 hours prior to your scheduled class. If done after the 24 hour period, there will be a penalty charge for the missed class. You have up to 30 minutes before the class to postpone your lesson.

I’D LIKE TO FIND OUT MORE ABOUT MY ENGLISH MENTOR BEFORE BOOKING A SESSION. WHO CAN I CONTACT?

If after reading through our frequently asked questions and looking at all of the pages on our website, you feel you still have some unanswered questions; you can contact us through our Contact Us page. One of our instructors will email you back to answer any of your questions and make sure you are happy before making any bookings.

WHAT HAPPENS IF MY MENTOR HAS TO CANCEL MY SESSION?

 It is very rare that one of our mentors would need to cancel a session that has been booked. In the first instance, your mentor would try to get another mentor to cover your session. If this is not possible, your mentor would contact you by email to try to rearrange your session. If you decide you do not want to reschedule then you would be entitled to postpone that lesson.

CAN I BOOK THE SAME TIME SLOT EACH WEEK?

Our booking system works on a first come first served basis and you can only book onto lessons that show as available up to one month in advance. If you are struggling to book onto the lessons with time slots that you are able to attend each week then please get in touch via email at help@anonacoenglish.com. We will try to help you to book time slots that are convenient to you within our schedules.


HAVE OTHER QUESTIONS? CONTACT US RIGHT AWAY


 

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