At a glance
How lesson changes, cancellations, unused prepaid lessons and academy-cancelled lessons are handled.
Changing or cancelling a lesson
Tell the academy as early as reasonably possible when a scheduled lesson cannot be attended. If the relevant package or booking confirmation states a specific notice period, that written notice period applies.
Late notice and missed lessons
The treatment of a missed lesson or late cancellation depends on the package or booking terms that applied when the lesson was arranged. Contact the academy if the circumstances require review.
If the academy cancels
When the academy or assigned teacher cannot provide a paid lesson, the normal approach is to arrange a suitable replacement time or lesson credit. If neither is reasonably available, the affected paid lesson can be reviewed for refund.
Unused prepaid lessons
Requests concerning unused prepaid lessons are reviewed according to the applicable package terms, lessons already delivered and circumstances of the request. A completed lesson is not treated as an unused lesson.
Approved refunds
Where a refund is approved, it will normally be returned through the original payment route when reasonably possible. Processing times, exchange rates and charges imposed by payment providers may be outside the academy’s control.
How to make a request
Send the student name, programme, relevant payment reference and the reason for the request through an official academy contact channel. Do not send full bank-card numbers or private banking credentials.
Mandatory rights
This policy does not remove refund, cancellation or consumer rights that apply compulsorily under the law governing a particular transaction.