My lesson did not go ahead. What should I do?
If your lesson did not go ahead due to an issue on the tutor's side, they are responsible for marking the lesson as incomplete within 48 hours. When they do this, the lesson credit will be returned to you. If you do not see it within 48 hours, please do get in touch with us via the help button in the bottom-right corner of your screen, mentioning the lesson details and the tutor's name.
If your lesson did not go ahead due to a technical issue on your side (e.g. internet or software problems), unfortunately the tutor usually won't be willing to reschedule because they need to be paid for the time they gave up.
If your lesson did not go ahead because you didn't turn up, nothing can be done about this as again, the tutor has given up their time for the lesson and needs to earn a living.
Tutors typically don't earn a lot, and as a platform we have to be fair to them - we won't pressure them to give up their pay if their student doesn't attend. Of course, you're welcome to ask your tutor, but it is unlikely they'll be willing due to the impact it'd have on them (and they cannot make exceptions for some students and not for others). On our side, we also cannot give away lessons for free if you don't show up. We appreciate your understanding.