Cancellation and Rescheduling Policy

Plans change, and a lesson you cannot attend helps nobody. This page explains how to move or cancel one, and what happens when the notice is short.

The panel above carries the actual numbers. They are read from the live booking policy on every request — the same row the booking engine consults when it decides whether to accept a change — so this page cannot drift from what the system does. If an administrator edits the policy, the panel changes with it, and the wording below is written to stay true when it does.

1. What this covers

Every lesson booked through this site: the free diagnostic lesson, single private lessons, lessons drawn from a prepaid package, and group sessions.

2. Booking a lesson

A lesson can be booked no sooner than the minimum notice shown above, and no further ahead than the booking window. Slots inside the notice period are not offered at all, so an impossible time can never be selected.

3. The hold at checkout

Choosing a time places a hold on that slot for the period shown above as the checkout hold, so nobody can take it while you are filling in the form. The hold is not a booking. When it expires the slot returns to the calendar automatically and, if you are still on the form, completing it will ask you to pick a time again. Nothing is charged for a hold and nothing is stored beyond the slot itself.

4. Moving a lesson

Use the manage link in your confirmation e-mail, pick a new time, and the change is made immediately: the old slot is released, the new one is taken, and a new confirmation is sent. There is no charge and no limit on how many times a lesson may be moved, as long as each move is made before the free reschedule deadline above.

The new time must itself be a free slot that satisfies the minimum notice. If somebody takes it in the seconds between you choosing it and confirming, you are told at once and nothing is lost.

5. Cancelling a lesson

Also from the manage link. Cancelling before the free cancellation deadline releases the slot, stops the reminders, and cancels any payment that has not yet been settled. You will receive a cancellation e-mail confirming it.

6. After the deadline

Once the deadline has passed the manage link will no longer move or cancel the lesson, because the slot can no longer realistically be offered to anybody else. The lesson stands, and a paid lesson is treated as delivered.

Write to [email protected] anyway. Illness and genuine emergencies are dealt with as what they are, and there is no automated rule standing between you and a reasonable answer.

REVIEWER — confirm the treatment of a late cancellation — whether an hour drawn from a prepaid package is returned, whether a discretionary allowance applies (for example one late cancellation per course), and how this sits with consumer law in each market.

7. Missed lessons

Aysel waits in the meeting for a student who has not arrived. REVIEWER — how long she waits before the lesson is recorded as a no-show, and whether a no-show is treated as a late cancellation. A lesson recorded as a no-show is treated as delivered.

8. If Aysel has to cancel

You will be told as soon as she knows, and the lesson is either rescheduled at a time that suits you or refunded in full — your choice. That applies however short the notice, including a technical failure on her side.

9. Refunds

Where a lesson is refunded, the money goes back the way it came. A card payment is returned through the processor. A payment made by invoice or bank transfer is returned by transfer, which means it is done by hand: the request is recorded immediately and the transfer follows. REVIEWER — the period to commit to for a refund to reach the customer, and whether any bank charge is deducted.

10. The manage link

Every confirmation e-mail contains a link that opens your booking. It is the only thing you need in order to move or cancel — there is no account to create and no password to remember.

The link is personal: it carries a secret that identifies your booking, and anybody who has it can change that booking. Do not forward the e-mail. Only a digest of the secret is kept on the server, so a copy of the database does not yield a working link. The link keeps working until a week after the lesson, and stops the moment the booking is cancelled.

If the link has expired, been used already, or cannot be found, write to [email protected] with your booking reference — it is the AM- code at the top of the confirmation.

11. Related pages

Terms · Privacy policy · Book a lesson