Cancelling or rescheduling
If a learner cannot attend, the family should notify the academy through an official channel as early as reasonably possible.
Whether a lesson can be moved, credited or counted as used depends on the booking terms communicated for that learner or package and the circumstances involved.
Missed lessons and late arrival
A lesson missed without appropriate notice may be treated as used where the teacher reserved the agreed time for the learner.
Late arrival may reduce the remaining lesson time. Genuine emergencies can be considered reasonably according to the circumstances.
If we cannot provide a lesson
If the academy or teacher cannot provide a scheduled lesson, we normally seek to arrange a replacement time, suitable teacher or account credit.
Where a reasonable replacement cannot be provided, an appropriate refund or other remedy may be considered according to the circumstances and applicable rights.
Refund requests
Completed lessons are generally not refundable unless applicable law requires otherwise or a material service problem occurred.
Requests concerning unused prepaid lessons are reviewed according to package terms, lessons already delivered, discounts already applied and applicable consumer rights.