If a lesson has been cancelled but was not cancelled by yourself or the tutor on the system you will need to contact us to let us know within 4 days that the lesson did not go ahead. We will then contact the tutor to confirm that the lesson did not take place, and issue a refund within two working days.
If you let us know after this, 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 4 day cut off we cannot guarantee that you will receive a refund but this generally isn't a problem.
Because we give tutors 48 hours to respond to a refund request, and we pay tutors 7 to 8 days after a lesson, we cannot guarantee a refund if you inform us of a missed lesson after this time. We will do all we can to facilitate this for you, however.