Discover answers to common questions about Fluency
with ease and speed.
What is the Fluency platform?
Fluency is a Saudi platform that allows users to practice the English language with professional, foreign teachers from around the world. It helps individuals develop their language skills in professional and educational fields, as well as for travel abroad where the English language is often necessary.
When does the package activation start? And when should I use it?
The package is activated immediately after payment has been completed. Please note that the package will automatically renew every Monday. It is the student's responsibility to use all the minutes before the weekly renewal.
I am unable to use the package at this current time, do I need to suspend it temporarily?
We understand that your plans change and you may need to pause your package temporarily. You can pause your purchased package for one or two weeks, by going to your account settings and selecting the freeze option as illustrated in the following image:
How can I find out the details of the package that I subscribed to?
You can view all your account details and the expiry date of the package as shown in the following image:
The connection between me and the teacher was lost. How can I retrieve my minutes?
When the connection between you and the teacher is interrupted, the system will automatically return the minutes to your account for you to make up for the lost lesson. Additionally, we advise all our students to ensure a stable connection before starting a session to get the most out of it.
The teacher discusses an inappropriate topic (personal information - political issues .. etc) during the session, what should I do?
At Fluency, we are committed to providing a positive and productive educational environment that promotes mutual respect between teachers and students, as well as respect for different cultures. If any issues arise,
please contact our Quality Department at:
info@fluency.live
with a detailed explanation of the problem so that appropriate action can be taken.
Can I get a certificate?
You can get a certificate of attendance from Fluency when you complete a minimum of 30 hours of study. Simply follow these steps:
info@fluency.live
I want to cancel the subscription and get the remaining payment back, what is the policy?
At Fluency, helping you build your future is a top priority for us.
If you have any feedback on our service, we would appreciate it if you would let us know so we can continue to improve.
If you encounter any issues, you can easily cancel your subscription according to our cancellation policy:
- You can cancel the subscription without any additional fees within 14 days from the date of subscription, as only the value of the minutes used will be deducted and the remaining amount will be returned to your account within 7 working days.
- If you subscribe to the monthly package and more than 14 days have passed since the subscription commenced, you will not be able to cancel the package, as it is better for you to complete your remaining lessons until the end of the package.
- If you subscribe to the 3-month or 12-month packages, and 14 days have passed from the date of subscription, the monthly subscription price will be calculated as the basic price and any discount applied to the package will be cancelled.
Here’s an example to help illustrate the above:
If you have purchased a 12-month package for 2,500 riyals (3 days/week, 30 riyals per day, for a monthly price of 208 riyals) and you wish to cancel it within 14 days of the purchase date, only the value of the used lessons will be deducted.
After 14 days have passed, the price of the month will be calculated as the basic price of the package.
Even if you wish to cancel the package in the third week of the subscription, 480 riyals (the basic price) will be deducted and the remaining amount will be returned to your account within 7 working days.