We want every lesson to be worth it. This policy explains when you can cancel a booking and how refunds are handled. It forms part of our Terms of Service.
1. Before a teacher confirms
When you book, payment is collected up front and the lesson stays pending until the teacher accepts. If the teacher declines, or does not respond before the lesson time, you are automatically refunded in full.
2. Cancelling a confirmed lesson
- More than 24 hours before the start time: cancel for a full refund.
- Within 24 hours of the start time: the lesson may not be refundable, as the teacher has reserved the time. We may make exceptions for genuine emergencies.
3. If the teacher cancels
If a teacher cancels a confirmed lesson, you receive a full refund regardless of timing.
4. Technical problems
If a lesson cannot take place because of a technical failure on our side (for example, the video call does not connect), contact us and we will refund or reschedule the lesson. Please check your own camera, microphone, and internet connection first, as we cannot refund issues caused by a participant’s own equipment or network.
5. How refunds are issued
Refunds are returned to your original payment method through Stripe. Depending on your bank, it can take several business days for the funds to appear.
6. Requesting a refund
To request a refund or report a problem with a lesson, email [email protected] with your account email and the lesson details. We aim to respond within a few business days.