This policy applies to one-to-one lessons booked with a tutor through Lesson Elf. Paid subscriptions to our teacher lesson-creation tools are covered separately in our main Terms and Conditions (section 5).
Who you are paying. Lesson Elf is the merchant of record for every lesson booking. You pay Lesson Elf, and your card statement will show Lesson Elf. Tutors are independent contractors paid by us — you do not pay the tutor directly. See our Merchant of Record statement.
You can cancel from My Bookings at any time up to 24 hours before the lesson start time and receive a full refund.
If you cancel less than 24 hours before the start time, no refund is due. Your tutor has held that time for you and is paid for it.
If you do not join the lesson, it is treated as a late cancellation and no refund is due. If you had a genuine emergency, contact us and we will consider it.
If your tutor cancels a confirmed lesson, you receive a full refund automatically. We will also help you rebook with the same or another tutor if you prefer.
Contact us within 7 days of the lesson. Once we've confirmed what happened, you will get a full refund or a free rebooking, whichever you prefer.
Please try to sort connection or equipment problems out with your tutor during the lesson. If a lesson genuinely could not take place, contact us within 7 days and we will review it case by case.
Refunds are issued by Stripe to the original payment method. Where a refund is due it is for the full amount you paid — our platform fee is refunded too, so you are not left out of pocket. Refunds usually appear on your statement within 5–10 business days, depending on your bank.
Go to My Bookings, find the lesson, and choose Cancel lesson. The screen tells you whether a refund applies before you confirm. If you can't reach My Bookings, email [email protected].
You can reschedule a confirmed lesson from My Bookings up to 24 hours before the start time, to any open slot in your tutor's calendar, at no charge. A lesson may be rescheduled up to 3 times; after that, or within 24 hours of the start time, cancel it (24 hours or more ahead for a full refund) and book a new time.
If you think you're owed a refund, please contact us first — we aim to resolve things quickly. Raising a chargeback with your bank without contacting us, where no refund was due under this policy, may result in your account being suspended.
Nothing in this policy affects any statutory rights you have as a consumer. Please note that where a lesson is booked to take place within 14 days, or where a lesson begins with your agreement, the statutory 14-day right to cancel a service contract no longer applies to that lesson.
Refund questions: [email protected].