Refund and cancellation policy

1. In short

• Cancel a lesson at least 24 hours before it starts for a full refund.
• Move a lesson once, up to 12 hours before it starts.
• If your tutor misses a lesson or cancels, you get a full refund or a free replacement lesson.
• Unused lessons in a pack can be refunded.
• Report a problem from the booking within 7 days of the lesson and our team will look into it.

2. Cancelling a lesson

You can cancel from the booking page up to 24 hours before the lesson starts. You get a full refund of what you paid for that lesson. If the lesson came from a pack, it goes back into your pack instead.

Later than 24 hours before, the lesson can’t be cancelled online because your tutor has kept that time for you. If something serious has come up, such as illness or an emergency, contact us and we’ll look at it fairly.

Lesson requests that a tutor hasn’t accepted yet, and bookings that haven’t been paid for, can be cancelled at any time at no cost.

3. Moving a lesson

You can move a confirmed lesson once, up to 12 hours before it starts, to another open time with the same tutor and the same length. Tutors can also move a lesson, and you’ll be told straight away. If the new time doesn’t work for you, you can cancel it for a full refund.

4. If your tutor cancels or doesn’t show up

If a tutor cancels a lesson at any time, you get a full refund. If a tutor doesn’t come to a lesson, or the lesson can’t happen because of a problem on our side, you can choose a full refund or a free replacement lesson.

We track attendance through Google Meet and tutors’ lesson reports. Tutors who miss lessons get warnings, and repeated no-shows lead to their profile being hidden from search while we review it.

5. If the learner misses a lesson

If the learner doesn’t join a confirmed lesson and it wasn’t cancelled in time, the lesson counts as taken and isn’t refunded. Your tutor was there and kept the time for you. If there was a good reason, such as a technical problem on our side, report it from the booking and we’ll review it.

6. Lesson packs

Packs of 5 or 10 lessons are paid for upfront at a lower price per lesson. Each lesson you book uses one pack lesson. Cancelling a pack lesson in time puts it back in the pack.

If you no longer need a pack, ask us for a refund of the unused lessons. You get back the number of unused lessons multiplied by the pack’s price per lesson, not the full single-lesson price. Lessons already booked from the pack need to be finished or cancelled first.

7. Free first lessons and agreed prices

A free first lesson costs nothing, so there’s nothing to refund. You can cancel it in the same way, and it can be used once per learner with each tutor. If you agreed a lower price with a tutor, refunds for those lessons are for the price you actually paid.

8. Group classes

A place in a group class is refunded in full if the class is cancelled. You can leave a class from its page before it starts and your place is refunded. Once a class has started, missed sessions aren’t refunded, because the class goes ahead for the rest of the group.

9. Reporting a problem

From any booking, choose Report a problem. Please do this within 7 days of the lesson. You can report that the tutor didn’t show up, that the lesson wasn’t as described, a payment or refund problem, a safety or conduct concern, or anything else.

Our team reads the lesson record, attendance and messages, and may ask both sides for details. We’ll then close the report with no change, refund the lesson, or cancel and refund it, and we’ll tell you why. Safety concerns are always handled first. See our safeguarding page.

10. How and when refunds arrive

• Refunds go back to the way you paid: your card, bank account or Konetuto wallet.
• We start the refund within 3 working days of it being approved. Your bank or card provider may then take 5 to 10 working days to show it.
• Referral credit and other Konetuto credit can’t be exchanged for cash. If a lesson paid with credit is refunded, the credit is returned.
• Refunds are in the currency you paid. We don’t cover differences caused by exchange rates or your bank’s fees.
• Payments made outside Konetuto, such as directly to a tutor, can’t be refunded or protected by us.

11. Your legal rights

This policy doesn’t take away any rights you have under consumer protection law where you live. Read it together with our terms of use.