Cancellations & Refunds

• More than 24 hours before the session — cancel or move it free of charge. You can take a full refund to your original payment method, or keep the value as account credit.
• Less than 24 hours before the session — the tutor's time is already reserved, so the session is chargeable. We may still offer credit at our discretion, for example in case of illness or emergency.
• Missed sessions — if the student does not join within 15 minutes of the start time without notice, the session counts as delivered.

To cancel, contact us from your dashboard or email info@one2one.academy.

If a tutor is unavailable or we cannot deliver a session, we will offer you an alternative time first. If that doesn't work for you, you receive a full refund or account credit for that session — your choice.

If a session cannot go ahead because of a fault on our side or the tutor's, we reschedule it or refund it in full. If the problem is with your own device or connection and the tutor was present and ready, the session is chargeable.

• Credit is added to your account and shown on your dashboard.
• It is applied automatically to your next checkout before any card payment is taken.
• Credit does not expire and can be used on any subject.
• Credit cannot be exchanged for cash, but you can ask us to convert unused credit back to a refund on the original payment method.

Refunds go back to the card or account used for the original payment, in the currency you were charged. They are usually processed within 2 working days and appear on your statement within 5–10 working days depending on your bank. We do not refund your bank's own currency conversion charges.

If you are a consumer, you may have a statutory period to change your mind about a service bought online. By booking a session that takes place within that period you agree to us starting the service straight away; where a session has already been delivered, that part of the booking is not refundable. This policy sits alongside — and does not replace — your legal rights. See also our Terms of Service.