Our cancellation policy
Plans change. Here's exactly what happens when a session needs to be cancelled — for students and tutors alike.
| Scenario | Refund |
|---|---|
| Student cancels more than 24 hours before the session | Full refund |
| Student cancels within 24 hours of the session | 50% refund |
| Student no-show | No refund |
| Tutor cancels (any time) | Full refund + booking credit |
Student cancels more than 24 hours before
Full refund
Student cancels within 24 hours
50% refund
Student no-show
No refund
Tutor cancels (any time)
Full refund + booking credit
How each scenario works
We try to be predictable so you can plan with confidence.
Cancelling more than 24 hours before
If you cancel a session more than 24 hours before the start time, you get a full refund. The refund is issued to your original payment method within 5-7 business days. There's no penalty, no questions asked.
Cancelling within 24 hours
Last-minute cancellations are harder on tutors — they may have turned down other bookings or already prepared materials. To keep things fair, you receive a 50% refund of the session price. The remaining 50% goes to the tutor as compensation for the held slot.
Student no-show
If a student doesn't join the live session within 15 minutes of the scheduled start, the session is marked as a no-show and is non-refundable. The tutor receives full payment. If you're running late, message your tutor through the Platform — they may still be willing to teach.
Tutor cancels
When a tutor cancels — whether days ahead or last-minute — you receive a full refund to your original payment method, plus a booking credit you can apply to your next session with another tutor. Tutors with repeated cancellations are reviewed and may be removed from the Platform.
How long do refunds take?
Klassez issues refunds immediately. Your bank or card network usually takes 5-7 business days to make the refunded amount available in your account. KNET refunds typically clear faster than international card refunds.
Exceptional circumstances
If something genuinely outside your control prevents you from attending — a medical emergency, a family bereavement — contact support within 48 hours. We'll review the situation and may issue a credit or refund beyond the standard policy.