Payments
How payments work and common queries
General Information About Payments
When is payment taken for a lesson?
Payment is only taken once a lesson has started. We will only charge you in either of these situations: Your scheduled lesson has begun You cancel or ...
Where can I view and keep track of my payments?
We keep your payment information organised in your Transactional history , which you can access in Payments. Here, you’ll be able to see all of your...
How can I change my payment method?
If you would like to change the card used to make payments, you can access and edit your saved card details in Payments . Just navigate to this page ...
Can I change the card I booked my lesson with?
You can change your card for any lessons scheduled to begin more than 72 hours away . For any bookings within the next 72 hours, you won’t be able to...
Is payment secure?
Yes. All payments made through our platform are processed securely by Stripe, a trusted payment provider used by businesses worldwide. For your securi...
A tutor has asked me to pay for lessons outside the platform. What should I do?
Every payment for lessons must be made through our platform. If a tutor asks you to pay via another method (e.g. an e-wallet, direct bank transfer, o...
Card Authorisation Checks
How does card authorisation work?
To guarantee payment to tutors, we carry out a card authorisation check before your lesson. This confirms that sufficient funds are available on your ...
What happens if I fail a card authorisation check?
We carry out a card authorisation check 72 hours before your lesson start time to confirm that sufficient funds are available on your card. If the a...
What can I do if my payment fails while I’m booking a lesson?
Payments can fail for a number of reasons. For example, your card details may be incorrect, your bank may have declined the payment, or there may not ...
If a lesson is cancelled by my tutor, what happens to the card authorisation?
If your tutor cancels a lesson, you will not be charged for the lesson and any card authorisation associated with that lesson will be automatically...
My tutor didn't respond to my lesson request. What happens to my money?
If a tutor does not confirm your lesson request and the booking is cancelled, you will not be charged. Any card authorisation associated with the le...
Cancellations and Refunds
What is your cancellation policy?
If you cancel a lesson more than 48 hours before it starts, you won't be charged. If you cancel within 48 hours of the lesson start time, your tut...
I've cancelled a lesson but I've still been charged. Why?
If you cancel a lesson within 48 hours of the lesson start time, your tutor may choose to charge all or part of the lesson fee in line with our cancel...
How will I know if I have been refunded for a lesson?
If a refund is issued for a lesson, you'll receive a refund receipt by email from Stripe, our payment processor. You can track refunds in Payment his...