Refund Policy
Last updated: August 2026
We would rather refund a family that is not happy than keep money we have not earned. This page sets out exactly when a refund applies.
The free trial
There is nothing to refund. The trial lesson is free, you are not asked for card details to book it, and no subscription starts unless you tell us in writing that you want to continue.
Your 14-day right to cancel
Under the UK Consumer Contracts Regulations you have 14 days from booking to change your mind and receive a full refund.
If you ask us to start lessons within those 14 days, we may deduct the cost of any lessons already taken. Everything else is refunded.
After the first 14 days
- Unused lessons are refunded. If you have paid for a month and stop halfway through, we refund the lessons your child has not taken
- Lessons already taken are not refunded, since they were delivered
- We do not charge an administration or cancellation fee
If we cancel a lesson
Rescheduled or refunded - your choice, not ours. This includes a teacher being unwell, a technical failure on our side, or any other reason we cannot deliver a lesson we agreed to.
If you miss a lesson
- 12 hours notice or more: rescheduled at no cost
- Less than 12 hours: we will try to reschedule but cannot guarantee it
- No notice given: the lesson is treated as taken and is not refunded
- Illness or a family emergency: tell us. We will reschedule and we will not argue about notice periods
Technical problems
- Our fault - our teacher’s connection or equipment - the lesson is rescheduled or refunded in full
- Your connection fails and the lesson cannot go ahead, we will always try to reschedule. Where a lesson is repeatedly lost this way we will find a solution rather than charge you for nothing
If you are unhappy with a lesson
Tell us within seven days. We will offer a different teacher, a replacement lesson, or a refund of that lesson. You do not have to justify the request at length.
How to request a refund
Email us with your name, your child’s name and what you would like refunded. No form to complete.
How long it takes
We approve or query a request within 3 working days, and refunds are issued to your original payment method within 14 days. In practice it is usually much faster.
Your statutory rights
Nothing in this policy affects your rights under UK consumer law.