Online language courses have gained popularity, offering flexible learning options for both children and adults. However, complaints have emerged regarding Tutlo, an online English school, where customers reported being misled about the terms of contract cancellation.

UOKiK's investigation revealed that Tutlo's 'unlimited contracts' last for 24 months and are divided into three stages, allowing students to decide when to use their lessons. However, students can only cancel their course without a valid reason after the first stage has elapsed.

Consumers can pay for the course in installments, but upon cancellation, they often find that the payments made do not cover the fees demanded by Tutlo. They are also required to pay for all lessons suggested for the first stage, regardless of whether they attended those classes.

The payment terms in the contracts are described using vague terms like 'fixed fee' and 'performance fee,' which are not clearly defined, leaving consumers unable to predict the financial implications of canceling their course.

As a result, many consumers believe that their financial obligations will end upon contract termination, only to discover they owe additional payments due to the unclear contract terms.

After terminating the contract, Tutlo presented consumers with an agreement confirming the calculated fees and waiving further claims. This document was sent electronically, implying that acceptance was necessary to conclude the cooperation, potentially worsening the consumer's situation in case of a dispute.

UOKiK President Tomasz Chróstny emphasized that consumers should receive clear and comprehensive information about costs associated with the courses and the consequences of cancellation. If the allegations are confirmed, Tutlo could face a financial penalty of up to 10% of its annual revenue.