Fulfillment Policy

Last updated: 03/12/2025

Fluent Rise LLC (“Fluent Rise”, “we”, “us”, “our”) provides digital educational services in the form of one-to-one online French lessons. This Fulfillment Policy describes how these services are delivered once you have completed your purchase.

1. Nature of our service

Fluent Rise does not ship physical products. All services are digital and remote, consisting of live online lessons and supporting materials (for example, recap notes and exercises).

When this policy refers to “delivery” or “fulfillment”, it means:

• Confirming your purchase and plan details.
• Scheduling lesson dates and times.
• Providing access to the online meeting links for each lesson.
• Delivering the lesson at the agreed time and sending follow-up materials.

2. Order confirmation

After you complete payment for a monthly plan or a specific package, you should normally receive:

• A payment confirmation from the payment provider (for example, Stripe or PayPal).
• A from Fluent Rise (by email or another agreed channel) summarising your plan and next steps.

If you do not receive any confirmation within a reasonable time after payment (for example, within 24 hours), please contact us using the details below so we can investigate and confirm your purchase.

3. Scheduling lessons

Once your payment is confirmed, we will work with you to schedule the lesson dates and times included in your plan. This is usually done:

• During a free intro call; and/or
• By email, messaging or an online booking tool.

Scheduling is subject to tutor availability and your time zone. We aim to be flexible and find times that work for both sides.

4. Delivery of lessons

Lessons are delivered online at the agreed dates and times using video conferencing platforms such as Zoom or Google Meet (or another platform if agreed).

In practical terms, fulfillment includes:

• Sending you the meeting link or access details for each lesson.
• Being present and ready to teach at the scheduled time.
• Providing teaching content, guidance and real-time feedback during the lesson.
• Sending recap notes, vocabulary or exercises after the lesson, where applicable.

5. Timing of fulfillment

Because lessons are scheduled in advance, fulfillment happens over a period of time rather than instantly. Typically:

• You receive confirmation and first scheduling options within a reasonable time after payment (for example, within 24–48 hours on working days).
• Lessons in a monthly plan are usually spread across the month according to the frequency in your plan (for example, 2, 4 or 6 lessons).

If there is any delay in confirmation or scheduling, we will communicate with you and propose new times as soon as reasonably possible.

6. Student responsibilities for access

To ensure lessons can be delivered smoothly, you are responsible for:

• Providing correct and up-to-date contact details.
• Checking your email (and spam folder) or chosen communication channel for meeting links and updates.
• Having a stable internet connection during lessons.
• Using a suitable device with audio and, preferably, video.

If you do not receive meeting links or confirmation, please contact us ahead of time so we can resend the information.

7. Technical or platform issues

If technical problems prevent a lesson from being delivered as planned:

• Where the issue is on our side (for example, tutor connection failure or platform outage), we will offer to reschedule or extend the lesson at no additional cost.
• Where the issue is on your side (for example, home internet problems or device issues), we will discuss a fair solution with you, bearing in mind the time reserved for your lesson.

In either case, our goal is to deliver the full value of the lessons you have paid for, while keeping things fair and practical for both you and the tutor.

8. Non-delivery or major delays

If Fluent Rise is unable to deliver lessons you have paid for (for example, due to long-term tutor illness or closure of the service), we will:

• Inform you as soon as we can; and
• Offer a , or an alternative arrangement if you prefer and it is reasonable.

Specific details about refunds are also described in our Refund & Cancellation Policy.

9. What to do if you have not received service

If you have paid for a plan but:

• Have not received any confirmation within a reasonable time; or
• Cannot access your scheduled lessons for reasons you do not understand;

please contact us as soon as possible. This allows us to:

• Check whether payment was received correctly.
• Resend any missing emails or links.
• Clarify your schedule or resolve technical issues.

10. Relationship with other policies

This Fulfillment Policy should be read together with:

• Our Terms & Conditions, which set out the general rules for using our services.
• Our Refund & Cancellation Policy, which explains how cancellations and refunds are handled.
• Our Privacy Policy, which explains how we handle your personal data.

11. Changes to this Fulfillment Policy

We may update this Fulfillment Policy from time to time, for example if our services or legal obligations change.

When we make significant changes, we will update the “Last updated” date at the top of this page. If the changes are important for current students, we may also notify you directly (for example, by email).

12. Contact

If you have any questions about how your lessons are delivered, or about this Fulfillment Policy, please contact: