We want every lesson to count. This policy explains when you can cancel a booking and when you're entitled to a refund or a credit back to your account.
Free Trial Lessons
- The trial lesson is free — there's nothing to refund.
- You can cancel a trial booking from your dashboard or via the cancellation link in your confirmation email.
- If you don't show up, the trial is considered used.
Private (1-on-1) Lessons
Private lessons are paid using lesson credits from a package you've purchased.
- Cancel more than 1 hour before the lesson start time: the credit is returned to your balance and you can rebook freely.
- Cancel less than 1 hour before the start time, or no-show: the credit is consumed and not refunded. Your teacher has reserved the time for you.
- To cancel, use the "Cancel" button next to the booking in your student dashboard.
Group Classes
- Cancel before the class start time: your seat is released and the credit is returned to your balance.
- Once the class start time has passed: cancellation is no longer possible and no refund is issued — even if you weren't able to attend.
- If we cancel a group class (e.g. teacher unavailable), your credit is automatically returned and you'll be notified by email.
Lesson Packages
- Packages are non-refundable once activated and partially used.
- If you have not used any credits from a package, you may request a full refund within 7 days of purchase as a courtesy.
- Unused credits remain valid according to the validity period stated at purchase.
How to Request a Refund
Email hello@learnenglishwithmoody.com with your account email, the package or booking ID, and a brief reason. We aim to reply within 2 business days. Approved refunds are returned to your original payment method within 5–10 business days.
Exceptions
We may grant exceptions to the rules above in cases of documented emergency (illness, bereavement, etc.). Please reach out and we'll do our best to help.
Technical Issues
If a lesson can't go ahead because of a fault on our side (platform downtime, Zoom link missing from us, teacher no-show), we'll restore the credit and may offer a complimentary lesson as compensation.
Disputes
We're committed to resolving issues fairly. If we can't resolve a dispute directly, payment-related issues can also be raised with your card issuer or with our payment processor (Stripe). These Terms are governed by the laws of the United States and the state in which Learn English with Moody operates.