Policy center / Refunds and disputes
Refunds and disputes
When learners get their money back, and how disagreements are settled.
Version 2026-10-29Draft for legal review
Cancelling a session
- 24 hours or more before: a full refund.
- Between 24 and 2 hours before: half back; the other half goes to the educator for the time they held.
- Less than 2 hours before: no refund.
- If the educator cancels or doesn't show up, you get everything back.
Disputes
- Something went wrong? Open a dispute within 48 hours of the session's end. The money stays held until it's decided.
- A support or finance staff member decides, using the room's attendance record and what both of you say: a full refund, a partial refund, or release to the educator.