What is your cancellation policy?

Students can cancel for free up to 24 hours before the lesson start time. Cancellations within 24 hours can result in a charge, and you control how much. This article is the full policy.

When a charge applies

A cancellation is eligible for a charge when you or your student cancels within 24 hours of the start time and the reason is student-related. Lessons auto-cancelled by the system because a student didn’t confirm in time are not eligible for a charge.

Your controls for late-cancellation charges

When cancelling within 24 hours on a student’s behalf, you choose whether to charge 0%, 50%, or 100% of the lesson price. You set this after entering the cancellation reason.

If the student cancels from their own dashboard, we email you a direct link to decide whether to enforce the charge. This is also on the lesson details page for eligible lessons.

You have 24 hours from the cancellation to decide. If you don’t apply or waive the charge within that window, we automatically enforce a 50% charge.

Late Cancellation Handling Fee

If a lesson is cancelled within 6 hours of the start time and you either waive the charge (0%) or apply 50%, we charge the student an additional mandatory £5 Late Cancellation Handling Fee. This fee doesn’t apply when the reason for cancelling is tutor-related. Students are warned about this fee in their booking, reminders, and at the point of cancellation.

No-shows and cancellations after the start time

Any lesson cancelled after the start time, or where the student never told you it couldn’t go ahead, is charged at full price.

To enforce a 100% charge for a no-show, you must:

1. Wait for the student in the online classroom for at least 15 minutes.
2. Attempt to contact the student via messages.
3. Be able to provide evidence of this, unless you have other evidence of the student cancelling after the start time.

You cannot charge a student in full if they cancel after the start time because you were late. See the lesson lateness guidance for more.

Deciding how much to charge

We recommend telling students your approach to late-cancellation charges up front. When deciding, consider:

• How many times the student has cancelled late before.
• The reason for cancelling.
• The time you spent preparing.

Our Engagement Team can help, via live chat and email, Monday to Friday.