We want every student to feel confident booking with us. This page explains how refunds work — both within the statutory 14-day cancellation window required by UK consumer law, and afterwards.
14-day statutory cancellation
Under the Consumer Contracts Regulations 2013, you have 14 daysfrom the date of payment to cancel for any reason and receive a refund. If you've attended any classes during the 14-day window, we deduct a fair amount for those classes (typically the per-class price) before refunding the balance.
To request a 14-day cancellation, email [SUPPORT_EMAIL] with your order reference. Refunds are issued to the original payment method within 14 days of receiving your notice.
After the 14-day window
Refunds outside the 14-day window are handled as follows:
- Unused classes — refundable up to 30 days after purchase, minus a 10% processing fee. Outside that window, unused classes can be gifted to another student at no cost, but cannot be refunded.
- Used classes — non-refundable. The class has already been delivered.
- Group classes— your monthly subscription can be cancelled at any time and will end at the close of the current billing month. We don't offer part-month refunds.
If we cancel a class
If we cancel a class due to tutor illness, scheduling conflict, or technical failure, we will either reschedule it at no cost or refund the class credit, at your choice.
Quality concerns
If you're unhappy with a class, please tell us within 7 daysof attending. We'll review the lesson and may offer a free replacement class, a partial refund, or a different tutor as appropriate.
How to request a refund
Email [SUPPORT_EMAIL] with:
- The email address you used when paying
- The order date
- The reason for the refund (briefly)
We aim to respond within 2 working days and process approved refunds within 14 days via your original payment method.
Chargebacks
If you have a payment concern, please contact us before initiating a chargeback with your bank. Chargebacks cost us a flat fee even when resolved in our favour, and we'd prefer to fix the underlying issue directly with you.
Contact
Questions about refunds: [SUPPORT_EMAIL].