Enrollment Terms.

01 · SchedulingLesson Cancellations

This policy applies to cancellations initiated by the family. Lessons canceled by Harland are addressed in the Commitments section at the end of this document.

Students may cancel scheduled lessons by contacting their Student Coordinator. Cancellations must be submitted at least 24 hours before the scheduled lesson time.

Cancellations submitted within 24 hours of the scheduled lesson time are recorded as forfeited lessons. No rebooking is permitted for that slot and the lesson is not refunded. A student who does not attend a scheduled lesson without notice (a no-show) is treated the same way: the lesson is forfeited and is not refunded.

Forfeited lessons do not extend the unit booking window. We highly recommend rescheduling any canceled lesson promptly: completing lessons on schedule protects your Prestige completion bonus (Policy 6) and helps avoid lessons being forfeited at the end of the booking window (Policy 4).

02 · SchedulingRescheduling

Rescheduling requests, whether initiated by a family or by a teacher, are handled by your Student Coordinator. Please contact your coordinator directly to discuss availability.

Reschedules are subject to teacher availability and are not guaranteed.

03 · SchedulingLate Arrival

Students are expected to be present and ready at the scheduled lesson start time. Any late arrival, even by a few minutes, does not obligate the teacher to extend the session to compensate for time lost. A student who joins more than 20 minutes after the scheduled start time will have the lesson recorded as forfeited.

We understand that occasional delays happen. Repeated late arrivals within a single unit may prompt a conversation with your Student Coordinator about the cause and how Harland can help. Where late arrivals become persistent and affect the quality of lessons or scheduling, Harland may, acting reasonably and in good faith, discuss alternative scheduling arrangements with the family.

Where a teacher joins more than 3 minutes after the scheduled start time, the teacher will endeavor to extend the session to make up the time lost. Where extending the session is not practical, your Student Coordinator will work with the family to arrange a suitable time to make up the lost time.

04 · SchedulingLesson Booking Window

All lessons within a unit must be completed within the unit's booking window, calculated from the date of Lesson 1. Harland's two standard unit types are the Standard Unit (11 lessons) and the Intensive Unit (6 lessons). Some higher-level subjects and courses may vary in the number of lessons per unit; the specific lesson count for your unit is confirmed at enrollment.

The booking window is calculated as:

For example:

• Standard Unit (11 lessons): 11 weeks of lessons + 4 weeks buffer = 15 weeks total
• Intensive Unit (6 lessons): 6 weeks of lessons + 4 weeks buffer = 10 weeks total

The 4-week buffer provides flexibility for occasional rescheduling, illness, or short breaks. Lessons not completed by the end of the booking window are forfeited. Scheduled academy closures, including Taiwan public holidays and any periods when the academy is closed, fall within this buffer and do not extend the booking window.

The booking window applies regardless of cancellations, absences, or other circumstances. Extensions are not available except in exceptional cases, granted by your Student Coordinator acting reasonably and in good faith.

Your Student Coordinator is available to help if you anticipate difficulty completing a unit within the booking window.

05 · SchedulingTeacher and Schedule Reservation

Harland teachers are experienced subject specialists, and their time is in high demand. When we reserve a teacher and time slot for a student, that place is held open in the teacher's schedule and is unavailable to other families.

Out of respect for our teachers' time and profession, we can hold a reserved teacher and time slot only for a limited period, usually 14 days after the admission phone call. If a student has not begun within this period, the place may be offered to another family, and a new match will be arranged when the student is ready to start.

If you are concerned that your student may not be able to begin within this period, you are welcome to discuss late-start options with your Student Coordinator.

06 · RewardsPrestige Completion Bonus

Harland rewards students who complete their units on time or early with bonus Prestige Points, awarded in addition to the standard points earned at enrollment.

Bonus thresholds are calculated from the number of lessons in the unit, measured in weeks from the date of Lesson 1:

Worked examples:

Completion bonuses are calculated automatically from your lesson record. No action is required. Bonus points are credited when your final lesson is marked attended.

07 · ProgramsProgram Transfers

Considerable work goes into personalizing each student's course: assessing the student, matching a suitable teacher, and arranging a schedule that fits the family. For this reason, Harland does not guarantee a right to transfer the value of a course fee to a different course.

Where it is practical, a Student Coordinator may, with the express permission of a head of department or the Principal, allow a transfer in limited circumstances and for good reason. A transfer is only ever possible for the same student, or between students within the same family account (the account through which a family enrolls one or more students with Harland). Course value can never be transferred to a student outside the family account. Where a transfer is granted, a mandatory 5% transfer fee is applied to the remaining credit value to cover the administrative cost of arranging it. This is a cost-recovery charge, not a penalty.

A request to transfer must be submitted in writing using Harland's transfer application form, so that the request is formal and the expectations of both the family and Harland are clear. Because transfers are considered case by case rather than as an automatic entitlement, there is no fixed window for requesting one. When a transfer is granted, the booking window (Policy 4) applies to the unit purchased in the new course, calculated from the date of its first lesson.

This policy concerns transfers between courses. It does not affect your statutory refund rights or your Harland Shield protection (see Policies 17 and 18).

08 · ProgramsCourse Continuation

To keep your preferred teacher and time slot, we recommend booking your next unit before your current unit ends. Teachers and time slots are allocated on a rolling basis, and a family that has not renewed before the last lesson of a unit may find that their preferred teacher or time slot has been taken by another student.

Your Student Coordinator will remind you of your renewal date in advance, so you have time to secure your continuation.

Where you have already booked further units of the same course, or a unit in a new course, your continuation proceeds automatically. You do not need to notify us separately of your intention to continue.

09 · DeliverySession Recording

Harland records all online lessons in full (video and audio) through the meeting platform we use, and operates continuous video and audio recording in every classroom at our premises during operating hours. CCTV (video only) operates in common areas. Recordings are used for quality assurance, teacher development, standards enforcement, and student safety. By enrolling, families and students consent to this recording program.

Recordings are stored with our authorised service providers under data processing agreements, and are not used outside Harland's quality assurance, training, and safety functions. Recordings are never shared publicly or in marketing. Parents may request access to a recording featuring them or their child by submitting Harland's recording access request form to their Student Coordinator. Access is normally provided through a viewing session, either at our premises or by a private screen-share online, so families anywhere can review the recording. Because recordings also feature other people, including teachers, any copy we provide may be limited or redacted to protect their privacy. We respond to such requests in accordance with applicable data protection law.

Online lesson recordings are retained for 30 days, and in-person classroom recordings for 60 days, after which they are deleted in the normal course.

10 · DeliveryTechnology Requirements

Students are responsible for ensuring they have access to a working device with a functioning camera, microphone, and stable internet connection for every lesson. Harland is not liable for lesson disruption caused by technical failures on the student's side. Where a lesson is disrupted by student-side technical issues, the lesson status is determined by your Student Coordinator, acting reasonably and in good faith; such lessons are not automatically rescheduled or refunded.

Where a lesson is disrupted by technical issues on Harland's side, your Student Coordinator will arrange a reschedule or makeup of the affected lesson at no cost to the family.

During online lessons, students are expected to keep their camera and microphone on to allow lessons to run smoothly. Where a technical issue prevents this, we ask that a parent or guardian inform us and make reasonable efforts to resolve it before the next lesson. A student who consistently keeps their camera or microphone off is considered to be engaging in disruptive behavior (see Policy 15).

11 · StandardsSafeguarding and Student Wellbeing

The safety and wellbeing of every student is Harland's highest priority. All Harland teachers are carefully vetted prior to joining the team.

All communication with teaching staff takes place through Harland-approved channels: the Harland app, the Harland LINE Official Account, or other channels designated by your Student Coordinator. Teachers' personal contact details (private phone numbers, personal email addresses, personal social media) are not shared, and families are asked not to seek these out. Where a family has been given a teacher's personal contact information through any prior communication, please direct future communication through the approved channels instead.

Families are asked to inform us of any medical condition, allergy, or other matter relevant to a student's safety or participation, so that we can provide appropriate care and support.

In the event of a medical emergency during an in-person lesson, Harland will act in the student's best interests, seek appropriate medical assistance where needed, and contact the parent or designated emergency contact without delay. Harland is not a medical provider and does not provide medical treatment.

Where a student has a learning difference or would benefit from reasonable accommodations, we encourage families to discuss this with their Student Coordinator, so that the program can be adapted to support the student where practical.

Any safeguarding concerns should be reported immediately to your Student Coordinator.

12 · StandardsCourse Materials & Intellectual Property

All Harland course materials (workbooks, lesson content, class notes, assessments, lesson recordings provided to students, and any other materials provided during a program) are the proprietary intellectual property of Harland Education.

Materials are provided for the personal educational use of the enrolled student only. They may not be copied, distributed, published, or shared beyond the enrolled family without prior written consent from Harland.

13 · DeliveryTeacher Assignment

Harland carefully matches students with teachers based on program, level, goals, and availability. While we do our best to maintain consistency, Harland reserves the right to reassign teachers where necessary due to availability or operational requirements.

Where a permanent teacher change is required, we will endeavor to inform families well in advance. Where a substitute teacher is needed for a specific lesson, we will endeavor to provide as much notice as possible.

Families may also request a teacher change at any time through their Student Coordinator. Where the request is on the basis of personality or learning-style fit, the change is at no cost. Teacher change requests are processed promptly and in good faith, but a suitable replacement match may not be immediate. The unit booking window (Policy 4) continues to apply while a change is arranged.

14 · StandardsCommunication

Your Student Coordinator is your primary point of contact for all questions, requests, and concerns. Please direct all communication through Harland-approved channels (see Policy 11).

For the protection of both students and teaching staff, Harland does not permit communication with teachers outside Harland-approved channels. Any communication with teaching staff or coordinators outside these channels is not part of the service, is not monitored, and cannot be guaranteed to receive a response. Harland is not responsible for the content or outcome of any communication that takes place outside its approved channels.

15 · StandardsConduct and Standards

Harland expects all students to engage with their teachers and program with respect and effort. The same standard applies to teachers.

Examples of conduct that fall below this standard include:

• Repeatedly not completing the activities or work assigned by the teacher
• Consistently keeping the camera or microphone off during online lessons (see Policy 10)
• Excessive or persistent complaining that disrupts the working relationship
• Repeatedly expecting the teacher to prepare or teach material outside the agreed curriculum without giving at least 24 hours' notice of both the request and the specific content involved
• Cursing at, insulting, threatening, or otherwise abusing teachers or staff
• Dishonesty about work, including misrepresenting outside help as the student's own
• Repeated unexplained absences or no-shows

Where a student's conduct is found to be consistently disruptive, disrespectful, or harmful to the learning environment, Harland reserves the right to withdraw the student from the program. In this event, the remaining value of unused lessons will be refunded in full.

We ask parents and guardians to interact with our teachers and staff with the same courtesy and respect. Sustained abusive, threatening, or disrespectful conduct toward Harland staff is taken seriously and, in serious cases, may lead to a student's withdrawal from the program, with the remaining value of unused lessons refunded in full.

The standard runs in every direction. Harland holds its teachers to a high professional standard, supports their development, and reviews their teaching regularly, including through the lesson records and recordings described in Policy 9. Where a teacher is not meeting our standard, we address it, and families are welcome to raise any concern about a teacher with their Student Coordinator.

16 · StandardsAcademic Integrity and Use of AI

Harland's programs are built on the principle that real learning comes from the work a student does themselves. We ask students and families to support this.

Written work is completed in class, on Harland computers, so that a teacher can see the work develop. Much of this writing is done in shared documents whose editing history is visible, which gives families a transparent record of the student's own progress.

Artificial intelligence tools may be used as an aid to brainstorming and developing ideas, but not as a substitute for the student's own thinking and writing. Copying work from AI tools, or presenting AI-generated text as the student's own, is not permitted.

We take academic integrity seriously because it is central to genuine learning. Repeated or serious breaches are treated as a conduct matter under Policy 15.

17 · RefundsHarland Shield: 14-Day Refund Guarantee

Every Harland enrollment is protected by the Harland Shield from the moment of your first lesson.

Within 14 days of your first lesson, you may request a refund for any lessons not yet attended. No reason is required.

The refund mechanism works as follows:

• Lessons already attended are charged at the standard per-lesson rate and are not refundable.
• Lessons not yet attended within the active unit are refunded in full.
• Future units purchased in the same transaction but not yet started are refunded in full at the original price paid.

Example: a family purchases a 2-unit bundle, attends 2 lessons of Unit 1, then requests a refund within the Shield window. The 2 attended lessons are charged at the standard rate. The remaining 9 lessons of Unit 1 and the entirety of Unit 2 are refunded.

The Shield window begins on the date of Lesson 1 and ends 14 calendar days later. Refund requests submitted after the Shield window closes are governed by the statutory refund schedule set out in Policy 18.

The Harland Shield is provided in addition to the statutory refund rights set out in Policy 18. It does not replace those rights and offers more generous terms within the first 14 days of Lesson 1.

Refund requests are processed by your Student Coordinator within 5 business days. Refunds are issued via the original payment method where reasonably practicable. Where this is not possible, an alternative method will be agreed with the family.

18 · RefundsStatutory Refund Rights

As a registered 短期補習班 (short-term tutoring establishment) in Taipei, Harland operates under the Taipei Municipal Short-term Tutoring Establishment Management Regulations (臺北市短期補習班管理規則, Article 9). These regulations establish the minimum refund entitlements for any family who withdraws from a Harland program.

The statutory refund schedule, calculated on the agreed fee for the relevant unit, is as follows:

In practical terms: for a Standard Unit (11 lessons), one third of the unit is reached when the 4th lesson begins. For an Intensive Unit (6 lessons), one third is reached when the 2nd lesson begins.

Where the Harland Shield (Policy 17) provides a more generous refund within its 14-day window, the Harland Shield applies. After the Shield window closes, the statutory schedule above applies.

Any agency fees (代辦費) charged for items such as procured textbooks or materials are refunded in full where the items have not yet been delivered, or by delivery of the items themselves where they have been procured.

Refund requests under this policy are processed by your Student Coordinator within 5 business days.

19 · RefundsForce Majeure

In Taiwan, the Taipei City Government may announce a suspension of classes during a typhoon, earthquake, or other emergency. When such a suspension affects the academy, in-person lessons scheduled during the suspension are canceled and either rescheduled at no cost or, where the family agrees, delivered online. Because Harland lessons can be taught in person or online on the same platforms, a class suspension need not mean a lost lesson.

Where Harland is unable to deliver lessons due to events outside its reasonable control (including but not limited to natural disasters, public health emergencies, government-mandated closure, or other 不可抗力 events), Harland will, where reasonably practicable, offer one or more of the following alternatives:

• Rescheduling of the affected lessons to a later date within the booking window or a reasonable extension thereof
• Delivery of the affected lessons via an alternative format (online lessons, recorded lessons, or other means) with the family's consent
• A pro-rata refund for lessons not yet delivered, calculated against the agreed fee

Where the family does not consent to an alternative format and rescheduling is not reasonably practicable, Harland will, in accordance with 短期補習班設立及管理準則 Article 25, refund the value of lessons not yet delivered within 10 days of confirmation that lessons cannot be delivered.

This policy is in addition to the statutory rights set out in Policy 18.

20 · OperationalPrivacy & Data Protection

Harland Education complies with the Personal Data Protection Act of the Republic of China (Taiwan PDPA, 個人資料保護法) and applicable international data protection standards.

We collect and process personal data only for the purposes of delivering Harland's educational services, including: enrollment management, lesson delivery, parent communication, billing and payment processing, academic progress reporting, and operational improvement.

The categories of personal data we collect include:

• Identity information (student name, date of birth, school, grade level, guardian name)
• Contact information (email, phone, LINE ID, communication preferences)
• Academic information (assessment results, lesson notes, program history)
• Lesson and premises recordings (online lesson video and audio, classroom and common-area recordings as described in Policy 9)
• Payment information (handled by a third-party payment processor; Harland does not directly store card data)
• Service usage data (app interactions, lesson attendance, communication records)

Personal data is retained for the duration of the family's relationship with Harland and for the periods set out in our separate Privacy Policy, which include longer retention for billing and tax records as required by Taiwan law. Families may request access to, correction of, or deletion of their personal data by contacting their Student Coordinator.

Personal data is not sold to third parties for marketing purposes. Limited data sharing occurs only with operational service providers (payment processor, communication platforms, scheduling systems) under appropriate data processing agreements.

We do not use a student's name, image, or work, or any testimonial identifying a student or family, in our marketing or public materials without specific consent. Where we would like to feature a student's work or image, we ask for your permission first, and you are free to decline.

For full details of our data handling practices, please request the Harland Privacy Policy from your Student Coordinator.

21 · OperationalPayment, Currency, and Receipts

Payment is due in full before a unit begins. Harland currently accepts payment by bank transfer; additional payment methods may be added over time. Installment plans are not available at this time.

Harland fees are quoted in the currency stated at the point of enrollment. For services delivered in Taiwan this is generally New Taiwan Dollars (NT$); where Harland offers services in other markets, the applicable currency will be confirmed at enrollment. The customer is responsible for any currency conversion costs.

All quoted prices are tax-inclusive in accordance with applicable Taiwan tax regulations. Harland Education trades under the registered name 賀蘭德有限公司附設臺北市私立賀蘭德文理短期補習班. As a 文理短期補習班 (humanities and sciences cram school), it is regulated by the Department of Education and operates under the tax framework applicable to short-term tutoring establishments in the Republic of China.

A receipt will be issued for every transaction. As a registered 短期補習班, Harland operates under the receipt regime applicable to the 補習班 sector. Families requiring receipts issued to a company name for reimbursement or tax purposes should notify their Student Coordinator at the time of purchase.

Refunds are processed in the original currency of payment via the original payment method where reasonably practicable, and are net of any applicable transfer fees as defined in Policy 7. Bank transfer fees imposed by third parties are not refundable.

22 · OperationalCustomer Service

Your Student Coordinator is your primary point of contact for all questions, requests, and concerns. We aim to respond to every enquiry promptly, and we give priority to urgent matters that affect a lesson on the day.

Our operating hours are Monday to Friday, 13:00 to 21:00, and Saturday, 09:00 to 17:30, Taiwan time, excluding Taiwan public holidays. We are closed on Sundays. Messages received outside operating hours are addressed when we next reopen.

For urgent issues outside operating hours that affect lesson delivery, families may contact their Student Coordinator via LINE, and we will address these as soon as we are able.

For matters that cannot be resolved through your Student Coordinator, you may request escalation to a head of department. In limited circumstances, matters will be escalated further to the Principal.

23 · CommitmentOur Commitment and Its Limits

Harland is committed to delivering instruction to a high professional standard, matching each student with a suitable subject specialist, and tracking progress transparently through the written record of every lesson. Many families stay with us for years, which we regard as the truest measure of whether we are meeting that commitment.

Each Harland course covers the agreed subject and curriculum confirmed at enrollment. Harland is not required to provide instruction or work outside that scope, though we will always work with the family in good faith to accommodate reasonable requests where practical.

At the same time, education depends on many factors outside any provider's control, including a student's own effort, their school environment, and the conditions of any external examination. For this reason, Harland does not guarantee any specific academic result, such as a particular grade, test score, or admissions outcome. Our commitment is to the quality and consistency of our teaching, delivered on a reasonable-effort basis, not to a guaranteed result.

To the extent permitted by law, Harland's total liability to any family arising out of or relating to the services is limited to the fees paid for the program or unit giving rise to the claim, and Harland is not liable for indirect or consequential loss. Nothing in these terms limits any liability that cannot lawfully be limited or excluded under the laws of the Republic of China (Taiwan), including liability for death or personal injury caused by negligence.