Refund and cancellation policy

Effective from 1 November 2026

This policy applies to all services sold by Mister Fox Spanish School: courses, private classes, online classes, coworking, accommodation and homestay, activities and educational outings, shop and visa plans. Educational services are provided by Mister Fox Group S.A.S. BIC (NIT 901.481.515-2). If another service is provided by a different company, your purchase confirmation says which one; this policy applies to it as well.

Before you pay, we show you this policy and the enrolment contract so you can accept them. If you buy through WhatsApp, we send you the link to this policy before the payment link. Each purchase is governed by the version in force on the day you pay.

This policy is published in Spanish and English. If the two versions differ, the Spanish version prevails.

1. Class duration and late arrivals

Each class lasts 55 minutes, with a short teacher break between classes. If you don't show up and 20 minutes pass without notice, the class is considered delivered and is deducted from your package.

2. Rescheduling and group classes

• Flexible, private and online classes: with at least 24 hours' notice, the class is rescheduled at no cost. With less than 24 hours' notice, the hour is deducted from the package.
• Intensive and group courses: no individual rescheduling. The absence is recorded and the class is considered taken.
• Group classes with no other students: group classes are 10 hours per week. If there are no other students at your level, the 10 group hours become 4 hours of private classes. This rule also applies to visa plans.

3. Package validity

Your hours are valid for the following periods, unless your plan states otherwise:

• Group classes: one week from the start.
• Intensive private classes: two weeks.
• Flexible private classes and online classes: 6 months from payment.

Validity is extended for any period in which the school suspends classes due to force majeure, such as an earthquake, a health emergency or a decision by the authorities (section 8). Only in cases of proven force majeure, you may freeze your hours for up to 60 days per package, and their validity is extended by that period. Hours not used by the end of the validity period expire and are not refundable. While they are valid, you can transfer your hours to another person for any of our services.

4. Right of withdrawal for online purchases

If you bought classes, accommodation, shop products, educational outings or other services online (on our website, through WhatsApp, by phone or with a payment link), you may withdraw within 5 business days of your purchase (Article 47 of Colombian Law 1480 of 2011). Saturdays, Sundays and public holidays do not count. For example, if you bought on Sunday 1 November 2026, you can withdraw until Monday 9 November, because 2 November is a public holiday.

We refund 100% of what you paid, with no deductions. This right does not apply if, with your agreement, the service has already started within that period; for example, if you have already taken a class or used the accommodation, or we have already issued your visa acceptance letter.

5. Cancellation before the start

If you cancel before the start date and the right of withdrawal does not apply (for online purchases, 5 business days with a 100% refund; section 4), the refund depends on how much notice you give:

• 30 days or more before the start: 80% of the amount paid.
• 15 days or more: 50%.
• 7 days or more: 25%.
• Less than 7 days: no cash refund; you receive a credit balance for 100% of the amount paid.

The start is the date of the first scheduled class. This scale does not apply to flexible and online packages: if you have not taken any class yet, you may choose a credit balance for 100% or a refund of 50% of the amount paid.

6. Cancellation after the start

6.1 If you decide to withdraw.

• Group classes: once classes have started, you cannot suspend or cancel them. If you want to switch from a group to private classes, do it before you start: 10 group hours equal 4 private hours.
• Private, flexible and online classes: once the course has started, no cash refunds are given. You can choose one of these alternatives:
  • (a) Continue your remaining in-person private classes online.
  • (b) Transfer your hours to another person, for any of our services.
  • (c) A credit balance for the value of the unused hours, calculated on the price you paid, with your discount (price paid ÷ hours in the package × unused hours). The credit is valid for 12 months, can be transferred and can be used for any school service (section 15).

Exceptionally, the school may authorise a cash refund. In that case you lose your discount: the hours you have taken are charged at the single-hour price, and you receive 50% of the remaining amount (section 15).

6.2 If the school cannot provide the service. When you enrol, we assign you a teacher suited to your level and guarantee the continuity of your learning. We cannot guarantee the same teacher in cases such as an irrevocable resignation, force majeure (for example, natural disasters), leave, holidays or other situations affecting your teacher. In those cases, the school assigns you another teacher at your level: we have a team of teachers specialised in the different levels who will support your learning.

If the school cannot provide the service you contracted for reasons other than force majeure (for example, if it cancels the course, closes the campus by its own decision or cannot assign you a teacher at your level) and you do not accept the alternative it offers, you may request a refund of 100% of the value of the unused hours, with no deductions. That value is the price paid ÷ hours in the package × unused hours (section 15). If the cause is force majeure, such as an earthquake or a decision by the authorities, the school makes up the classes at no cost, extends the validity of your hours and, if the suspension lasts more than 30 days, offers you other options (section 8).

7. Follow-up of your learning

The school has a follow-up plan for your learning: we record your progress in the School Program, so that if your teacher changes, the new teacher continues from where you left off. When there is a change of teacher:

• we notify you as early as possible;
• we keep your level, your programme and, where possible, your schedule;
• the new teacher receives the record of your progress.

A change of teacher under these conditions does not entitle you to a refund.

8. Rescheduling or suspension by the school

The school may reschedule or suspend classes due to force majeure: unforeseeable and irresistible events such as an earthquake, a health emergency, a public order disturbance or a decision by the authorities. In that case:

• classes are made up at no cost;
• the validity of your hours is extended by the length of the suspension;
• if the suspension lasts more than 30 days or the campus closes due to force majeure, you may choose between continuing when classes resume or online, transferring your hours, a credit balance for the value of the unused hours or a cash refund. For a cash refund you lose your discount: the hours you have taken are charged at the single-hour price, and you receive 50% of the remaining amount (section 15).

If you request a private class at an exact time through the Mr. Fox portal and the school cannot offer that time, we will offer you other options. If your classes have not started yet, the rules for cancellation before the start apply (section 5): for flexible and online packages with no classes taken, you may choose a credit balance for 100% or a refund of 50% of the amount paid; for other packages, the refund depends on how much notice you give. If they have already started, the hour the school could not provide returns to your balance of hours.

9. Flexible classes, online classes and coworking

If you want to cancel a paid booking and have it rescheduled, let us know at least 24 hours in advance. After that, the booking is non-refundable.

10. Accommodation and homestay

The school provides accommodation and homestay. Before booking, please note its cancellation policy:

• 14 days or more before check-in: 90% refund.
• 7 days or more: 50%.
• 2 days or more: 25%.
• After that: no refund.

If you booked online, you also have the right of withdrawal: within 5 business days of your purchase, and provided you have not yet used the accommodation, we refund 100% (section 4).

11. Shop

• Online purchases: you have the right of withdrawal. Within 5 business days of your purchase you may return the product and we refund 100% of what you paid (section 4).
• In-store purchases: exchanges and returns within 5 calendar days of purchase, with the product unused and in its original packaging. Cash refunds are 100% on the day of purchase and 50% from the first to the fourth day after; in all cases you may instead choose a credit balance for 100% or a product exchange.
• Personalised products cannot be exchanged or returned.
• Manufacturing defects are always covered by the legal guarantee, regardless of these time limits.

12. Combos and packages including accommodation

Each component is refunded under its own rule:

• the classes, under sections 4 to 6: 100% if you withdraw from an online purchase within 5 business days; a percentage based on your notice if you cancel before the start; and, once the course has started, group classes cannot be cancelled, while private, flexible and online classes can be continued online, transferred or turned into a credit balance;
• the accommodation, under section 10: 90%, 50% or 25% depending on your notice before check-in (14, 7 or 2 days), and no refund after that.

13. Visa plans

• You pay an initial 15%, which allows us to issue your enrolment certificate. Payment in instalments applies only to visa plans, under the special conditions you sign when you enrol.
• If you withdraw for a reason other than a visa denial or inadmissibility decision, the 15% paid is non-refundable.
• If the Colombian Ministry of Foreign Affairs denies your visa or declares your application inadmissible and you provide the official document, you may choose between:
  • (a) using what you paid for classes: that balance becomes the corresponding hours at the school's current prices for the format you choose (private, group or online); or
  • (b) a refund of 50% of the 15% you paid.

14. Special cases

If a serious situation prevents you from continuing (for example, a health problem with medical documentation, a natural disaster or an immigration matter), write to us with the supporting documents. We respond within 5 business days and may offer to freeze your hours (for up to 60 days per package, only in cases of proven force majeure; section 3), extend their validity, a credit balance or, depending on the case, a refund.

15. How refunds are calculated

• If you paid with a discount and request a refund, you lose the discount: the hours you have already taken are charged at their normal price, that is, the published price of a single hour in that format.
• Refund = 50% × (amount paid − hours taken × normal price per hour). The other 50% covers the administrative and financial costs the school bears for the initial payment and for the refund. If the result is zero or less, there is no cash refund.
• For example: you paid COP 1,300,000 for 20 hours and took 5. If a single hour costs COP 80,000, the 5 hours are worth COP 400,000, leaving COP 900,000. The refund is COP 450,000.
• This formula applies to the exceptional refund when you decide to withdraw after the start (section 6.1) and to refunds when the school suspends classes for more than 30 days or closes the campus due to force majeure (section 8). It does not apply to the right of withdrawal for online purchases within 5 business days (section 4) or to cases where the school cannot provide the service for reasons other than force majeure (section 6.2): in those cases you keep your discount and nothing is deducted; the right of withdrawal returns 100% of what you paid, and in the second case you receive 100% of the value of the unused hours.
• Value of the unused hours = price paid ÷ hours in the package × unused hours.
• Credit balances and transfers of hours are calculated on the price you paid, with your discount. A credit balance is valid for 12 months from issue, can be transferred to another person and can be used for any school service.

16. Requests, response times and payments

• You can make any request or complaint by email to [email protected], by WhatsApp on +57 302 370 5357, or at any of our campuses: Pereira (Carrera 11B #1A-40, La Rebeca), Medellín (Carrera 76 #41-07, Laureles) and Medellín (Cl. 32F #74B-136, Belén).
• We respond to special cases (serious situations such as a health problem or a natural disaster; section 14) within 5 business days and to complaints within 15 business days.
• To receive a refund, you must sign the refund request. Refunds are made only through entities registered in Colombia: through Wompi to the same payment method where possible, or by transfer to an entity registered in Colombia that can send the money to your bank abroad. Please name that entity in your request.
• We pay approved refunds within 15 business days of receiving the signed request.

You can request previous versions from [email protected].