Cancellation, Rescheduling, Refund & Credit Policy
Last updated: August 2, 2026
This policy explains what happens when a session is cancelled, rescheduled, or missed, and how refunds and credits are handled. The exact policy is shown before payment and in your booking confirmation. Unless a package states otherwise, the defaults below apply.
How to request a cancellation
Use the cancellation option on your booking or contact us through the contact page. Requests are timestamped, so the time your request is received determines which rule applies. If a reschedule is allowed, it is subject to tutor availability and package rules.
Default outcomes
| Event | Default outcome |
|---|---|
| Parent cancels 24+ hours before | Reschedule credit, subject to package rules and tutor availability. |
| Parent cancels under 24 hours | Session charged; a discretionary goodwill credit may be offered. |
| Parent/student no-show | Session charged after reasonable contact attempt. |
| Tutor cancels | Reschedule, replacement, credit, or refund for the affected unused session. |
| Online platform outage / major technical failure | We attempt to reconnect; if a substantial portion of the lesson cannot be completed, we extend, reschedule, or credit proportionately after review. |
| Tutor mismatch after trial | No refund for the completed trial; we may offer another tutor for the next paid booking. |
| Unused prepaid sessions after approved termination | Refund or credit based on unused value, discounts, fees, package terms, and applicable law. |
| Completed sessions | Generally non-refundable unless a serious verified service failure requires a remedy. |
Reschedule credits
A reschedule credit lets you move a session to another date within the applicable package or timeframe. Approved credits are not cash unless we expressly state otherwise, and credits may have an expiry date.
Refunds
Refunds depend on unused services, the cause of cancellation, package terms, discounts, completed matching work, payment charges, and applicable law. Completed sessions are generally non-refundable. When a refund is approved, the refund method and timing may depend on the original payment channel. Any lawful consumer rights remain unaffected.
Technical issues during online sessions
We attempt to reconnect when technical issues occur. If a substantial portion of the lesson cannot be completed for reasons beyond the student's or tutor's reasonable control, we may extend, reschedule, or credit the affected portion after review.
Questions?
Contact us via the contact page with the booking date, the facts, and the resolution you are requesting. We review each request fairly and record the outcome.