A policy designed to be fair — for everyone.
We keep things simple. One rule to remember, and we always work with you.
The 48-Hour Rule
To cancel, reschedule, or postpone a lesson, contact us at least 48 hours in advance. That's the only rule to remember.
Example: your lesson is on Friday? Let us know by Wednesday 11:59 PM.
Why this policy?
Your teacher reserves a time slot every week just for you. By giving us 48 hours' notice, you respect their time and free up spots for other students who need to reschedule their lessons.
I gave 48 hours' notice — what are my options?
Reschedule
We'll find another slot in the same week, based on your teacher's availability.
- One reschedule per occurrence — a rescheduled lesson cannot be rescheduled again.
- If your teacher doesn't have another opening, a qualified substitute may be offered.
Postpone
You can postpone a lesson, and your package is extended by one week. After that, a 12-week cooldown begins.
- The cooldown starts the week after your postponement. You're eligible to postpone again on the 13th week.
- Weeks where the school is closed (holidays, breaks) don't count toward the 12 weeks.
- Need to postpone during your cooldown? See below — it's possible.
I couldn't give 48 hours' notice — what happens?
It depends on when you contact us. The sooner you reach out, the more we can do.
- Less than 48h but at least 24h notice: we'll try to reschedule your lesson before your next regular slot, but only if a time is available.
- Same-day notice: if there's a same-day opening or an online option, we'll do our best to save your lesson. Otherwise, the credit is used.
- No-show (no notice): the lesson is forfeited. Your teacher reserved that time for you, and we had no chance to offer the slot to another student.
No matter what — contact us. The earlier you call, the more options we have to help.
My teacher is absent — what happens to my lesson?
We usually arrange a qualified substitute so your lesson happens as scheduled.
Prefer not to have a substitute? Just let us know — we'll note your preference on your account. Your lesson will be rescheduled or postponed per the policy above.
If no substitute is available, we cancel the lesson — your credit is automatically restored and we offer to reschedule or postpone.
Not happy with a substitute lesson? Contact us — we'll review the situation and a credit or refund may be issued.
I need to postpone during my cooldown — what are my options?
It's possible. The difference is that the time needs to be recovered during one of your regular lesson weeks: either by taking an extra lesson that week, or by splitting the time across other lessons. Your teacher reserves their schedule around your slot — this ensures they're not losing teaching time when a student postpones frequently. Here are the formats based on your lesson duration:
| Lesson duration | Make-up options |
|---|---|
| 30 min | 2 × 45 min or 1 × 60 min |
| 45 min | 1 × 90 min or 2 × 60 min |
| 60 min | 1 × 90 min or 2 × 75 min |
Make-ups are arranged based on availability. Contact us and we'll find the best format for you.
How to reach us
The earlier you contact us, the more flexibility we have. All changes are subject to availability and policy cutoffs. Never hesitate to call or write.