Clear terms for a better learning experience.

Ostello India Private Limited, operating under the brand name Ostello (“Ostello”, “we”, “us” or “our”), provides language learning services through www.ostello.co.in and its applications.

Corporate Identification Number (CIN): U80902JH2020PTC014167

Registered Office: Holding No. 212B, Behind Khalsa Dhaba, Opposite Lions Club Gate, Club Road, Ranchi, Jharkhand 834001, India.

Customer Support: care@ostello.co.in | +91 85952 62946

Grievance Contact: rajbir@ostello.co.in | +91 85952 62946

These Terms, together with your purchase confirmation and any specific written commitments applicable to your package, govern your purchase. Before payment, we will disclose the applicable package price, taxes, number of sessions, session duration, format, language, validity period, booking rules and any specific educator commitment.

If a specific written purchase commitment conflicts with a general provision of these Terms, the specific purchase commitment will apply to the extent of the conflict. Mandatory rights available to you under applicable law will always prevail.

By purchasing a package, you affirmatively agree to these Terms. Merely browsing or using the Ostello website does not constitute acceptance of these Terms for a paid purchase. We will provide or make available a purchase confirmation containing the applicable Terms version and details of your package.

You are responsible for providing accurate account information and keeping your account credentials secure.

Packages are personal to the named learner and may not be transferred or shared unless your purchase confirmation expressly permits it.

If you believe that your account has been accessed without your authorisation, please contact Ostello support promptly.

Learners Under 18

An adult parent or legal guardian must enter into and pay for the contract where the learner is under 18 years of age. The parent or legal guardian must provide the required consent and accept these Terms on behalf of the minor learner. The parent or legal guardian is responsible for bookings, permissions and appropriate supervision of the minor learner. A minor’s own acceptance of these Terms does not replace the requirement for appropriate parental or guardian consent.

A “Session” means a live learning appointment of the duration and format specified to you before purchase.

Trials, paid learning packages, AI practice, reports and learning materials are separate services unless they are expressly included as part of your purchased package.

Completing a separately purchased trial does not count as using a later purchased package. Optional practice activities or simply opening or accessing the Ostello application do not automatically consume a live learning session.

Learning Outcomes

Learning outcomes depend on several factors, including your starting level, attendance, participation and practice.

Ostello does not guarantee a specific fluency level, examination score, employment outcome or other particular result unless such a guarantee is expressly provided in writing and is legally permissible. This does not limit Ostello’s responsibility to provide the services substantially as described at the time of purchase.

Where Ostello sells or manages a package, Ostello remains responsible for its contractual obligations even when sessions are delivered by an educator. Where a genuinely third-party product or service is offered, the applicable third-party provider and separate terms will be identified before payment.

The total amount payable, including applicable taxes and charges, will be disclosed before payment.

Ostello does not automatically renew or purchase an additional package for you without separately obtaining your consent. Any financing or instalment arrangement, if offered, will be separately disclosed before you agree to it.

Promotional conditions, discounts and bonus sessions will be disclosed before purchase. We will not retrospectively withdraw an earned discount or recalculate attended sessions at a higher single-session price for the purpose of reducing an eligible refund.

If you make a duplicate payment, or a payment is successfully processed but the corresponding order is not created, we will investigate the transaction and reverse the duplicate or unsuccessful-order payment where confirmed.

Never share your payment OTP, card PIN, password or other payment credentials with an educator or Ostello support representative.

Unless your purchase confirmation expressly provides a longer validity period, the following standard validity periods apply to new purchases:

There is no lifetime validity for these new packages unless lifetime validity is expressly stated in your purchase confirmation.

Validity begins when successful payment is recorded, unless a later activation date is expressly stated in your purchase confirmation.

For packages with validity measured in calendar days, the purchase date is treated as Day 1 and the package expires at 11:59 PM IST on the final day.

For six-month packages, validity expires at 11:59 PM IST on the corresponding date six calendar months after purchase, or on the last day of that month where there is no corresponding date.

Your purchase confirmation and Ostello dashboard will display your exact expiry date. For any other package size, the applicable validity period will be disclosed before purchase.

Expiry of Sessions

Sessions must be completed within the applicable validity period. Booking a session for a date after the package expiry date does not preserve or extend the session credit.

Unused sessions ordinarily expire without a change-of-mind refund or cash conversion where Ostello has provided the service and reasonable opportunities to book and use the sessions.

Learner inactivity, travel, personal scheduling preferences or failure to book sessions do not automatically pause or extend package validity.

Ostello may provide expiry reminders, but you remain responsible for checking your displayed expiry date.

A timely cancellation restores the session credit within the original validity period. It does not automatically extend the package expiry date.

Requests for a discretionary pause or extension should be made before expiry. Any approved exception will specify the revised expiry date in writing.

Ostello-Side Disruption

Where an Ostello or educator cancellation, platform failure or lack of reasonable promised booking opportunities prevents you from using a session, the affected session will not be forfeited.

Ostello will extend the validity period by the documented period of lost access and provide a reasonable opportunity to use the restored sessions.

If Ostello cannot provide the service within a reasonable period, the applicable refund and remedy provisions under Section 9 will apply. A delay in educator reassignment will not consume your package validity during the period of lost access.

Packages previously sold with lifetime validity or another expressly agreed longer validity retain that original commitment unless you expressly and lawfully agree to a replacement arrangement. These Terms do not retrospectively convert previously purchased lifetime packages into fixed-validity packages.

Sessions should be booked through the official Ostello application or an authorised Ostello support channel. Availability is subject to the booking arrangements disclosed to you. Unless specifically agreed in writing, Ostello does not guarantee a particular time slot. However, reasonable availability must be provided so that the purchased service can be used within the applicable package validity period.

Cancellation and Rescheduling

You may cancel or request rescheduling of a booked session without losing the session credit by providing at least two hours’ notice before the scheduled start time. For example, if your session is scheduled for 6:00 PM, the cancellation cutoff is 4:00 PM. Exactly two hours’ notice is considered timely.

You may cancel or request rescheduling through any of the following designated channels:

• The Ostello application.
• care@ostello.co.in.
• An official WhatsApp support channel expressly displayed in your booking confirmation.
• A written message to the assigned educator through the designated session communication channel.

You only need to notify one designated channel. You do not have to notify both Ostello support and the educator.

A cancellation notice is effective when it is received through a designated channel and does not depend on when the message is subsequently read or acknowledged.

Your cancellation request should clearly identify the learner and appointment. We recommend retaining the cancellation timestamp or reference.

If the application is not working, you may use another designated cancellation channel.

A rescheduling request received before the applicable cutoff cancels the original appointment unless you specifically ask to keep the original appointment until an alternative is confirmed.

Any replacement appointment must be confirmed and must fall within the package validity period unless an extension applies under these Terms.

Bookings Made Less Than Two Hours Before Start

If you book a session less than two hours before its scheduled start time, the booking process will clearly inform you that the normal free-cancellation cutoff has already passed and will obtain your separate affirmative acceptance of the applicable late-cancellation rule.

Without such disclosure and acceptance, Ostello will not impose a late-cancellation deduction solely because less than two hours’ notice was possible.

All session times and cancellation cutoffs are based on Indian Standard Time (IST) unless another local time is clearly displayed.

Late Cancellation

If you cancel a session less than two hours before its scheduled start time, a maximum of one session credit may be deducted where the educator had reserved the appointment, the educator was ready and able to conduct the session, and the reservation resulted in a reasonable loss of availability.

Ostello may retain relevant booking, cancellation and educator-availability records for this purpose. The educator is not required to join the session after receiving a valid late-cancellation notice.

No late-cancellation deduction will apply where the appointment is successfully filled by another paying learner or the educator was unavailable to conduct the session.

Any deduction will remain proportionate to the reasonable reservation loss. Where available records demonstrate materially lower loss, Ostello may reduce the deduction or restore the appropriate credit. No additional monetary penalty will be imposed for the same cancellation.

You may dispute any deduction that you believe was incorrectly applied.

No-Show

If you do not attend a scheduled session and provide no cancellation notice, a maximum of one session credit may be deducted only where the educator joins at the scheduled time, remains available for at least 15 minutes (or the full session duration if the session is shorter than 15 minutes), and appropriate attendance evidence exists.

If you join during this waiting period, you will receive the remaining scheduled session time. The session will not automatically be extended beyond its original end time. If the educator remains available after you join late, any further participation will depend on the educator’s availability.

A learner-caused late start may consume one session credit. A session will only be deducted once and will not be counted separately as both an attended session and a no-show.

No no-show deduction will apply where the educator did not join as required, the educator was unavailable, or an Ostello-side technical or platform failure prevented your attendance.

Ostello will review disputed deductions using relevant booking records, join logs, cancellation messages and technical evidence. An unsupported statement from an educator will not by itself be treated as conclusive evidence.

Learner-Side Technical Issues

An isolated learner-side internet or device problem does not automatically create a refund entitlement where the educator and Ostello platform were otherwise available to deliver the session.

Documented emergencies, serious illness, bereavement or material technical disruption may be reviewed individually. Ostello may request reasonable evidence where necessary, while avoiding unnecessary collection of sensitive personal information. Mandatory legal remedies remain unaffected.

Ostello or Educator Cancellation

If Ostello or an educator cancels a session at least two hours before its scheduled start, the booked session credit will be restored and Ostello will offer a replacement appointment. Where necessary, package validity will also be extended under Section 5.

If Ostello or an educator cancels less than two hours before the scheduled start, or the educator fails to attend, the booked session credit will be restored and Ostello will additionally provide a cancellation remedy equal to the paid value of one session from your package.

You may choose either payment of this amount to the original payment method or an additional equivalent session credit. Ostello will not force you to accept wallet credit or session credit instead of monetary payment.

An additional session credit issued as the cancellation remedy will have a validity of at least 30 calendar days from the date of issue. The original purchased session credit will also receive sufficient validity for a reasonable replacement booking.

The paid value of a session will be calculated using the allocation disclosed at purchase or, where the package has equal-priced sessions, by dividing the actual package price by the number of purchased sessions.

This remedy does not limit any additional remedy that may be required by applicable law. The same financial loss will not be compensated twice.

Educator Delay or Interrupted Session

If an educator is late, Ostello will offer the full purchased session duration at a time that you can reasonably attend.

If the full duration cannot be provided, the affected session may be restored and rescheduled rather than treated as fully consumed.

If the educator has not joined within 15 minutes, you may leave and the applicable educator no-show remedy will apply.

Where a material platform or educator-side interruption occurs, Ostello may remedy the issue by providing the missing teaching time, restoring the affected session, rescheduling the session, or providing an appropriate refund where required under Section 9.

Accepting a restored or replacement session does not waive any statutory rights you may have.

Unless Ostello expressly sells a package guaranteeing delivery by a named educator, purchasing a package does not guarantee that the same educator will remain available throughout the entire package.

Educators may become unavailable due to illness, bereavement, resignation or other circumstances.

If an educator becomes unavailable, Ostello will notify you and arrange a replacement educator suited, as reasonably possible, to the purchased language, your learning level, session duration, session format and your reasonably agreed schedule.

No additional package charge will apply for an educator replacement. Your remaining valid session credits will transfer to the replacement educator, and relevant learning progress records will be preserved. Sessions that were already validly consumed remain consumed.

Ostello aims to provide an appropriate replacement within seven calendar days after becoming aware of the educator’s continuing unavailability. If this cannot be achieved, Ostello will notify you. Validity will be extended where the reassignment results in lost access to the service.

Irregular attendance, delayed bookings or voluntary inactivity do not by themselves create a refund entitlement if an educator later becomes unavailable.

Where Ostello provides a reasonably equivalent replacement, the remaining valid sessions will continue with that educator. A change of educator does not restart the seven-day voluntary refund period and does not make previously consumed sessions refundable.

You may raise reasonable concerns about the proposed replacement educator’s suitability or schedule and request an alternative educator.

A preference for the original educator does not by itself create a change-of-mind refund right where continuity with that educator was not guaranteed and a reasonably appropriate replacement is available.

If a named educator was expressly guaranteed, the replacement materially changes the purchased service, or Ostello cannot provide a reasonably equivalent service, Ostello will seek an appropriate solution with you.

Where applicable, you retain the right to reject a material change and receive an appropriate refund for undelivered services.

Previously delivered satisfactory sessions are not automatically refundable solely because an educator later becomes unavailable.

Voluntary Unused-Package Refund

You may request a full refund within seven calendar days (168 hours) from the successful purchase timestamp if no session from that package has been attended or validly consumed. Exactly 168 hours is included within this period.

Where no teaching session has been attended but a session was validly deducted because of a late cancellation or no-show, a timely refund request may remain eligible for a refund of the unused balance after the lawful session deduction.

Attending any teaching session ends the voluntary unused-package refund entitlement. This does not affect mandatory remedies available for deficient, defective or undelivered services.

A separately purchased trial does not count as attendance in a subsequently purchased package.

How to Request a Refund

Refund requests may be submitted through care@ostello.co.in, rajbir@ostello.co.in, or the in-app support feature. Please provide your order details and clearly state that you wish to cancel the package.

A parent/guardian or original payer may request a refund for a package purchased for the named learner.

The timestamp at which Ostello receives the clearly identified refund request determines whether the request was made within the applicable period.

A request to cancel the entire package also cancels future bookings associated with that package from the time the request is received. You do not need to submit separate cancellation requests for each future booking.

Any booking that falls within the two-hour cancellation cutoff remains subject to any lawful deduction under Section 7.

Ostello will not deduct sessions falling due later merely because support takes time to process your refund request.

Continuing to attend sessions after submitting a voluntary refund request may affect eligibility or the refund amount. Where practicable, Ostello will explain the effect before further use.

Simply logging into the application, viewing your dashboard or accessing free practice does not by itself remove eligibility for the voluntary unused-package refund.

Trial Sessions

An unused trial session may be eligible for a full voluntary refund if the refund is requested within 168 hours of purchase and the trial is cancelled at least two hours before its scheduled start.

An attended trial session, or a validly deducted late-cancellation/no-show trial, does not qualify for a change-of-mind refund.

An incorrect deduction, undisclosed short-notice restriction, defective trial or undelivered trial remains eligible for review and any applicable remedy.

A refund request for a package does not automatically cancel a separately purchased trial unless the trial is specifically identified in the request.

Refunds Outside the Voluntary Refund Period

Outside the voluntary refund period, or after package use has begun, Ostello does not ordinarily provide refunds solely because of change of mind, learner inactivity, personal scheduling changes, refusal of a reasonably equivalent educator replacement, or unused sessions that fairly expired under the disclosed validity period.

This restriction does not exclude refunds or other remedies that may be required because of non-delivery, deficient or defective service, misrepresentation, duplicate payment, material breach, or any other ground recognised under applicable law.

There is no seven-day deadline for asserting mandatory legal rights.

Service Problems

If you experience a service problem, contact Ostello support with your order details and information about the affected session(s). Depending on the circumstances, Ostello may provide a correction, restored session, suitable educator replacement, extension of validity, or appropriate refund.

You are not required to accept repeated unsuccessful attempts to remedy a material service problem.

Where the purchased service cannot be delivered, or a refund is otherwise legally due, Ostello will refund the appropriate undelivered or affected portion. A full refund may be due where required by applicable law or where there has been a fundamental failure to provide the purchased service.

Refund Calculation

For an equally priced package, an eligible refund for unused sessions will generally be calculated as: Actual package payment × eligible unused sessions ÷ total purchased sessions.

For example, if a package contains 30 sessions and costs ₹9,000, the paid value of each session is ₹300. If 10 sessions have been satisfactorily delivered and a refund of the remaining 20 sessions is due, the eligible refund portion would be ₹6,000. This example does not itself create an automatic refund entitlement.

Where a component-level allocation was disclosed before purchase, that allocation may be used instead.

Promotional bonus sessions will not reduce the paid-session refund value unless a different fair allocation was clearly agreed before purchase.

Bonus and compensatory credits do not have independent cash-redemption value unless they represent a monetary remedy that you specifically elected to receive as credit.

Applicable tax adjustments will be accounted for where required. Ostello will not impose undisclosed processing fees or retrospectively reprice consumed sessions at a higher rate.

Refund Processing

Ostello will acknowledge refund requests within 48 hours and ordinarily provide a written eligibility decision within seven calendar days of receiving the request.

If relevant information is missing or further investigation is required, we will explain the specific reason and next steps.

Consumer grievances will be redressed within one month of receipt, subject to applicable law.

A delay in our response does not change the original request timestamp or allow Ostello to impose new deductions.

Approved monetary refunds and elected cancellation payments will ordinarily be initiated to the original payment method within seven business days of approval, or sooner where required by law.

A business day means Monday to Friday, excluding public holidays applicable at Ostello’s registered office.

Actual bank or payment-provider credit times may vary. Where applicable, Ostello will provide a transaction/reference number and follow up on payment delays.

If the original payment method cannot receive the refund, Ostello will work with the original payer to identify a verified alternative payment method.

Wallet credit will only be provided where the learner affirmatively chooses it.

Evidence of payment fraud or misuse may be investigated, and unlawful benefits may be reversed where appropriate.

Submitting a previous legitimate refund request, complaint or consumer-rights claim will not by itself be grounds for refusing a valid refund.

Refund decisions will identify the applicable purchase terms, relevant facts and refund calculation.

Learners must treat educators, other learners and Ostello staff respectfully.

The following activities are prohibited:

• Harassment or threats.
• Unlawful content.
• Impersonation.
• Account sharing.
• Unauthorised recording or distribution of sessions.
• Interference with platform security.
• Other conduct that materially disrupts the service or compromises the safety of others.

Learning materials supplied by Ostello may be used for your personal learning purposes. You may not resell, commercially exploit or publicly distribute protected learning content without appropriate permission.

Ostello may restrict or suspend access where reasonably necessary to address a substantiated breach of these Terms or an immediate safety risk.

Where reasonably possible, we will explain the reason for the restriction and provide a reasonable opportunity to respond or correct a remediable breach.

Submitting a complaint or refund request does not by itself constitute misconduct.

Suspension does not automatically result in forfeiture of all unused payments. Any deduction or forfeiture must be lawful, supported by appropriate evidence and proportionate to the circumstances. Undelivered services remain subject to applicable remedies.

Ostello processes personal information in accordance with its Privacy Policy and applicable law.

Where a session is recorded, participants will receive appropriate information regarding the purpose of recording, who may access the recording, how the recording will be used, and applicable retention arrangements.

Required consent will be obtained where applicable, including appropriate guardian consent for minors.

Learners may not independently record, reproduce or distribute a session without the permissions required under applicable law or these Terms.

Ostello will not use a learner’s name, image, recording or testimonial for public marketing without separate permission.

AI Practice and Assessment

AI-powered practice and assessment outputs may contain inaccuracies and are intended as learning aids. Unless expressly stated otherwise, AI outputs are not certified professional assessments.

Where AI practice or assessment features form part of a paid package, their availability and access period will be disclosed before purchase.

Technical maintenance or temporary unavailability of an AI feature does not remove Ostello’s obligation to remedy any material loss of a purchased service where applicable.

Certain events beyond Ostello’s reasonable control may temporarily delay or interrupt service delivery.

Where such an event occurs, Ostello will notify affected learners where reasonably possible, take reasonable steps to reduce disruption, and preserve credits relating to undelivered sessions.

Educator unavailability is addressed separately under Section 8 and is not treated as a blanket exemption from Ostello’s continuity obligations.

If Ostello becomes unable to provide the purchased service for a prolonged period, the applicable cancellation and refund provisions under Section 9 will apply rather than allowing payment to be retained indefinitely.

To the extent permitted by applicable law, neither party will be liable for remote or indirect losses arising from the use of the services.

Nothing in these Terms excludes or limits liability or responsibility for fraud, wilful misconduct, liabilities that cannot legally be excluded or limited, statutory consumer remedies, deficient or defective services, unfair trade practices, or unfair contractual terms.

These Terms do not make Ostello’s decision final or prevent a competent consumer authority, regulator or court from reviewing a dispute.

Nothing in these Terms requires you to indemnify Ostello for Ostello’s own breach or negligence.

If you have a concern regarding your purchase or the services, you may contact Ostello through the official support channels or the Grievance Officer identified in Section 1.

When submitting a complaint, please include your order/reference number and a brief description of the issue. Please provide sensitive information or supporting evidence only where reasonably necessary.

Ostello will provide a complaint reference and acknowledge consumer complaints within 48 hours.

Consumer grievances will ordinarily be redressed within one month of receipt, subject to applicable law.

A refund or complaint request submitted within an applicable refund period will not be rejected merely because Ostello takes time to respond.

Governing Law and Consumer Forums

These Terms are governed by the laws of India.

You may approach any competent consumer commission, court, regulator or other authority having jurisdiction under applicable law.

You are encouraged to contact Ostello first so that we can attempt to resolve your concern efficiently. However, contacting Ostello does not waive, restrict or improperly delay any statutory rights or remedies available to you.

There is no mandatory exclusive arbitration provision in these Terms and nothing here prevents you from accessing statutory consumer forums or other competent authorities.

Ostello may update these Terms prospectively from time to time. When we make changes, we will publish the applicable effective date and version of the updated Terms.

Changes to material purchase commitments, including price, package validity, refund eligibility, educator guarantees, or other material package commitments, will not reduce the rights applicable to an existing order merely because you continue using the Ostello application.

Existing orders remain governed by the terms applicable to the purchase unless a lawful express variation is agreed with you.

Operational updates will not materially reduce the service that you have already purchased.

Ostello may retain purchase confirmations and authorised support communications as part of its service records.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent legally permissible and workable.

A discretionary exception granted in an individual case does not automatically amend these Terms for all learners. Comparable cases will, however, be assessed fairly and consistently.

Contact Us

For questions regarding these Terms, your package, cancellations, refunds or complaints:

Ostello India Private Limited

Holding No. 212B, Behind Khalsa Dhaba, Opposite Lions Club Gate, Club Road, Ranchi, Jharkhand 834001, India.

Customer Support: care@ostello.co.in | +91 85952 62946

Grievance Contact: rajbir@ostello.co.in | +91 85952 62946

Version: 2026.10.05

Effective Date: [Insert actual website publication date]