If a lesson has been cancelled but was not cancelled by yourself or the tutor on the system you will need to request a refund to let us know within 2 days that the lesson did not go ahead. We will then contact your tutor to confirm that the lesson did not take place and they have up to two days to respond to this request before you are automatically refunded in full.
To request a refund, log into your account and head to your "lessons" tab. You can see all the lessons you've been charged for under "completed' lessons.
Select "Lesson details" next to the session that didn't take place - there will then be the option to request a refund for that session.
Once you've requested a refund, you'll be asked if you'd like to request a full or partial refund - if you'd like to request a partial refund, just select this option in the pop up and enter how much you'd like to be refunded!
You can also request a refund for a lesson via our app - again, just head to the lessons tab and click on the lesson in question, where you'll see the option to request a refund.
You'll then be taken to a confirmation screen, to ask how much you'd like to request a refund for.
Once a refund has been processed by us or your tutor, you will receive a confirmation email from our payment provider, Stripe. Refunds can take between 3 to 5 working days to reach your account, dependent on who you bank with.
If you let us know after this that a lesson didn't take place, we will endeavour to contact the tutor in the same way, but we can only issue a refund if they agree the lesson did not take place. If you let us know after the two-day cut-off we, unfortunately, cannot guarantee that you will receive a refund as your tutor may have already been paid but we will do all we can to facilitate this for you.