Vipkid, fluent and Suntech institutions are hard to get refunds due to complaints from users

category:Finance
 Vipkid, fluent and Suntech institutions are hard to get refunds due to complaints from users


On February 26, the reporter contacted Ms. Yang, the parent, who said: on February 19, 2019, she renewed the vipkid course 72 times in advance for the third time. At that time, when selling the recommendation, she said that if the course is not used, it can be refunded. On August 27, 2019, the last class was completed, because the child was busy with other courses, he wanted to withdraw the third purchased course. As a result, the Sales Department replied to me that I could get a refund within 180 days after purchase, and then there was no refund.

Customer service and sales said that there was this clause in the contract at that time. Ms. Yang said that the third course she bought actually used only 14 lessons, and the remaining 58 lessons, the child did not consume, nor occupy the resources of vipkid. Why cant she refund the cost of nearly 10000 yuan?

On February 13, vipkid said it would give me a refund, but it hasnt been received yet. I think they are delaying the time. Yang told reporters.

I just bought fluent English, I was going to study for my brother, but my brother was going to leave suddenly, so no one was learning, so I wanted to refund it. I contacted customer service, and customer service ignored me, and contacted the teacher. The teacher said it was a virtual course, and no refund was allowed. One consumer said on the black cat complaint platform.

According to the 2018 China online education industry white paper released by aimedia consulting, 16.9% of online education users in China encountered the problem of difficulty in returning classes and fees.

Then, are the refund periods set by these institutions in line with the law? Is it the overlord clause?

As Ms. Yang said in this case, the biggest problem is that the sales didnt make clear the refundable time, which is suspected of misleading, and vipkid didnt remind consumers before its course was about to expire, but in order to brand reputation, vipkid would still choose to refund. As for the overlord clause, there are different opinions in terms of law. If there is this clause in the contract, and the agency can provide products that meet the needs of consumers, but the consumers cant perform the contract for their own reasons, this is not a overlord clause. A lawyer told Securities Daily.

Another lawyer, however, said that it was clearly illegal not to refund money beyond the prescribed time limit, which was an obvious overlord clause. Jilin Province consumer association has issued online education consumption tips: first, online education institutions should fully consider the legitimate rights and interests of consumers, perform their own main responsibilities, and not make provisions to reduce their own responsibilities and increase the responsibilities of consumers; second, online education institutions should remind consumers to read relevant agreements in a significant way, especially the payment agreement Refund agreement, course arrangement agreement, etc. When you choose an English training institution, you must see clearly the refund process and the refund standard, and be prepared in advance. If you find something inappropriate, you can stop loss in time. Some in the industry said so. Source: responsible editor of Securities Daily: Zhong Qiming, nf5619

Another lawyer, however, said that it was clearly illegal not to refund money beyond the prescribed time limit, which was an obvious overlord clause.

Jilin Province consumer association has issued online education consumption tips: first, online education institutions should fully consider the legitimate rights and interests of consumers, perform their own main responsibilities, and not make provisions to reduce their own responsibilities and increase the responsibilities of consumers; second, online education institutions should remind consumers to read relevant agreements in a significant way, especially the payment agreement Refund agreement, course arrangement agreement, etc.

When you choose an English training institution, you must see clearly the refund process and the refund standard, and be prepared in advance. If you find something inappropriate, you can stop loss in time. Some in the industry said so.