Cancellation and attendance policy

This page always shows the rules in force today.

Moving a lesson

Moving a lesson 24 hours or more before it starts is free.
With less than 24 hours to go, you have one late move a month for each learner's lessons with the same tutor and subject. A trial has one late move of its own.
A lesson can't be moved in the last 4 hours before it starts.
A lesson can be moved at most twice.
The lesson page tells you whether a move is free before you press Reschedule.
Asking our team to find a new time for you doesn't use a move.

You can cancel a paid lesson yourself from its lesson page.
With 24 hours or more notice, the lesson comes back to you.
With less than 24 hours notice, the lesson is used: it doesn't come back, and your tutor is still paid for the time they kept for you.
If you can, move the lesson instead. You keep your tutor.

You can cancel a free trial yourself from its lesson page.
With 24 hours or more notice, your free trial comes back to you. With less notice, cancelling uses the trial.

Your tutor waits 15 minutes after the start for you to join (5 minutes on a trial). If you haven't joined by then, they can close the lesson.
If your tutor hasn't joined 10 minutes after the start (3 minutes on a trial), you don't need to wait any longer.
A lesson you miss without cancelling is used.
A missed trial uses the trial.
If your tutor doesn't come, the lesson isn't charged, or comes back to you if you've already paid. You can tell us from the lesson page once it was due to end.

Moving a lesson 7 days or more ahead is free. With less notice the move is recorded, and you can make at most 2 late moves in any 8 lessons with one student, trials included. No moves in the last 4 hours, and a lesson can be moved at most twice.
Cancel with at least 24 hours notice. A later cancellation counts as last-minute and adds a strike. The family gets the lesson back.
Join by the start time. If you haven't joined 10 minutes after the start (3 minutes on a trial), it counts as a tutor no show. You can dispute it within 24 hours of the lesson.
If the student misses the lesson, you are paid in full.

Refunds are covered in the Refund and Cancellation Policy. Questions? Contact us.