Cancelling a lesson
- More than 12 hours before the start: free. The lesson goes back to your balance (or, for a lesson of a weekly plan, back into the plan).
- 12 hours or less before the start: the lesson is not returned, because the teacher kept that time for you.
- Teachers cannot cancel within 12 hours of the start either. A teacher who cancels in time returns the lesson to you in full. Moving a lesson to a time that suits both of you is always possible; both sides have to agree.
When something goes wrong
- If the teacher does not show up, tell us within 15 minutes after the lesson should have ended. We check the room, and the lesson goes back to your balance.
- If you do not show up, the lesson counts as taught and the teacher is paid.
- For any other problem with a lesson, report it from the lesson page in the same time. Our team looks at every report and decides. After that time the lesson is confirmed and the teacher is paid.
Free intro call
The 15-minute intro call costs nothing. You can cancel it at any time before it starts. The teacher can cancel with at least 2 hours' notice.
First-lesson guarantee
If your first paid lesson with a teacher was not what you hoped for, claim a free replacement lesson within 48 hours after it. It is added to your balance so you can book another teacher. This is available once per student and does not apply to lessons of a weekly plan, which can be paused, cancelled or moved to another teacher instead.
Weekly plans
- A plan is with one teacher, with 1 to 5 lessons a week, in cycles of 28 days. The price per lesson is the teacher's rate when you start and stays the same for that plan.
- A cycle renews automatically. Lessons you did not use in a cycle expire when it renews; lessons already booked go ahead.
- You can pause once per cycle for up to 20 days. Your lessons stay valid and the renewal moves later.
- You can cancel at any time. The plan then keeps running until the end of the period you have paid for, with no fee, and you can reactivate it before it ends.
- When you switch to another teacher after a free intro call, lessons you have left that start more than 12 hours away are turned into balance and pay for the first cycle with the new teacher. Lessons within 12 hours stay with the old teacher.
Your balance
Returned lessons are kept as balance in your account and are applied automatically to your next booking. How a balance is paid back as money, if you close your account, will be set out here when payments are switched on.
Your rights as a consumer
Nothing on this page takes away rights you have by law, including any right to withdraw from a distance contract. Questions about a charge: [contact email to be added].