Xinhua | Frequently Asked Questions

Do I need to do anything before subscribing?

Yes! Before purchasing a subscription, you'll need to complete a $15 initial consultation with your assigned tutor. This 25-minute session helps your tutor understand your goals, level, and needs to create a personalised learning plan. Once your consultation is complete, you can choose a subscription plan.

How do I get matched with a tutor?

After you create an account and complete our quick assessment quiz, we'll match you with a certified tutor based on your goals, level, and availability. We make every effort to find a tutor whose schedule aligns with yours and who specializes in your learning needs.

What qualifications do your tutors have?

Every Xinhua tutor holds China's official Teaching Qualification (教师资格证) and has direct experience teaching Chinese at a formal language school. All tutors are carefully vetted through photo ID verification, background screening, and interviews to ensure quality and safety.

What are your lesson prices?

Our subscription plans are billed fortnightly and offer discounted per-lesson rates:

• Light Plan: 1 lesson/week - $76 fortnightly ($38aud/lesson)
• Standard Plan: 2 lessons/week - $144 fortnightly ($36aud/lesson)
• Accelerated Plan: 4 lessons/week - $272 fortnightly ($34aud/lesson)

All plans include 55-minute lessons by default, with the option to upgrade to 85-minute lessons with our extended plans.

What are 'extended lesson plans'?

Extended lesson plans upgrade all your sessions from 55 minutes to 85 minutes. The extended plan pricing is:

• Extended Light: 1 lesson/week - $112 fortnightly ($56aud/lesson)
• Extended Standard: 2 lessons/week - $212 fortnightly ($53aud/lesson)
• Extended Accelerated: 4 lessons/week - $400 fortnightly ($50aud/lesson)

You can select extended sessions when choosing your subscription plan.

How does billing work?

Subscriptions are billed fortnightly (every 2 weeks) via Stripe, our secure payment processor. Your first payment covers your initial 2-week period, and you'll be automatically charged every 2 weeks after that. You can manage your subscription in your dashboard, and swap or cancel anytime.

Can I change my subscription plan?

Yes! You can upgrade or downgrade your plan anytime from your subscription page. When changing plans, any paid lessons beyond the 2-week makeup booking window will be cancelled and exchanged for makeup credits. When your first invoice for your new plan is paid, you will be able to set up a new recurring schedule.

What happens to my credits if I cancel my subscription?

If you cancel your subscription, any paid lessons beyond the 2-week makeup booking window will be cancelled and exchanged for makeup credits. You can use your makeup credits to book lessons until they're exhausted. If you resubscribe later, your existing credits will still be available.

How do bookings work?

There are two ways to schedule lessons:

1. Recurring Lessons: When you subscribe, you'll set up weekly time slots with your tutor. These lessons repeat automatically each week.

2. Makeup Lessons: If you cancel a recurring lesson (with 24+ hours notice), you'll receive makeup credits. Use these to book one-off lessons during the makeup booking window.

Your recurring lessons begin 2 weeks after subscribing, giving you and your tutor time to set up your schedule.

When do my recurring lessons start?

Your recurring lessons begin 2 weeks after you subscribe. This buffer period is your makeup booking window, allowing you to use any bonus credits or book additional lessons before your regular schedule kicks in.

What is the makeup booking window?

The makeup booking window is when you can book one-off lessons using your makeup credits. It spans from 24 hours from now until 11:59pm on Sunday next week.

For example, if today is Tuesday, you can book makeup lessons for any available slot from tomorrow through to next week Sunday 11:59pm.

How do I reschedule or cancel a lesson?

To reschedule a lesson, go to your dashboard and cancel the lesson you need to move. With 24+ hours notice, you'll receive full makeup credits equal to the lesson value. Then book a new makeup lesson at a time that works better for you.

To change your regular weekly schedule, update your recurring lesson times in your dashboard. Changes take effect from the following fortnight.

We require at least 24 hours notice for cancellations. Late cancellations (under 24 hours) receive full makeup credits minus 0.5 credits (30 mins).

What if my tutor and I are in different time zones?

Our system automatically handles timezone conversions. When you view your tutor's availability or set your recurring schedule, times are displayed in your local timezone. All booking confirmations and reminders also use your timezone.

Can my tutor propose lesson times to me?

Yes! Your tutor can propose additional lessons at times they're available. You'll receive an email with the proposal details and can accept or decline from your dashboard. Credits are only deducted if you accept the proposal.

What if I need to book a lesson on short notice?

If you need a lesson within the next 24 hours, contact your tutor directly via email. If they have availability, they can propose a lesson time using your makeup credits. You'll receive an email notification and can accept the proposal from your dashboard. This allows flexibility when you need an urgent session.

What if I miss a lesson (no-show)?

If you don't attend within 20 minutes of your lesson's start time, the lesson is forfeited and no makeup credits will be awarded. To avoid this, always cancel at least 24 hours in advance if you can't make it.

What is your cancellation policy?

Student cancellations:
• 24+ hours notice: Full makeup credits
• Under 24 hours notice: Full makeup credits - 0.5 credits (30 mins)
• No-show: Lesson forfeited, no credits awarded

Tutor cancellations:
• 24+ hours notice: Full makeup credits
• Under 24 hours notice: Full makeup credits + 0.5 bonus credit for the inconvenience

Subscription cancellation:
You can cancel your subscription anytime. Your remaining prepaid recurring lessons and makeup credits are preserved until used.

What platform do you use for lessons?

All lessons are conducted via Zoom. Your tutor's link will be sent to you via email before your lesson.

You'll need:
• A stable internet connection
• A computer, tablet, or phone with camera and microphone
• The Zoom app (free to download)

You're responsible for ensuring your device and internet work properly before lessons.

How does the referral program work?

Share your unique referral code with friends. When they sign up and complete their first subscription renewal (2nd invoice), you both receive 25% off your next invoice! Each successful referral earns you one discount. Refer multiple friends to queue up multiple discounts. Find your code on the Refer a Friend page in your dashboard.

Do you offer any discounts?

We offer volume discounts through our subscription tiers - the more lessons per week, the lower your per-lesson rate. First-time subscribers also receive bonus makeup credits equal to one week of lessons. Additionally, our referral program gives both you and your friend 25% off one fortnight of your plan.

Can I record my lessons?

Recording, screenshotting, or distributing any part of a lesson without your tutor's permission is prohibited. If you'd like to record for personal review, please ask your tutor first.

What if I have concerns about my tutor?

Please contact us immediately at students@xinhua.com.au with any concerns. This email is not accessible to tutors, ensuring confidentiality. For lessons with children, we recommend parents observe sessions.

Can I hire my tutor privately outside of Xinhua?

No. Per our terms, you may not hire or engage with your tutor outside of Xinhua's platform without written consent from both Xinhua and the tutor. This protects both students and tutors.