Cancellation & Refund Policy

1. Student Cancellation 24 or More Hours Before a Lesson

• A student may cancel a lesson without penalty when the cancellation is made at least 24 hours before the scheduled lesson.
• For a lesson package, the lesson credit will be restored to the student's package.
• For a single lesson booking, the payment may be refunded or credited according to the applicable ShengoHub payment process.

2. Student Cancellation Less Than 24 Hours Before a Lesson

• A lesson cancelled less than 24 hours before the scheduled time will be charged.
• For a package booking, the lesson credit will be considered used.
• No refund will normally be provided, except where an exception is approved by an administrator.

3. Tutor Cancellation

• If a tutor cancels a scheduled lesson, the student will receive a full refund or the lesson credit will be restored to the student's package.
• A tutor cancellation will never cause a student to lose a package lesson.

4. Student No-Show

If a student does not attend a scheduled lesson, the lesson will be charged unless an administrator approves an exception.

5. Administrative Exceptions

ShengoHub administrators may manually review and override a cancellation or refund decision where an exceptional circumstance requires it.

6. Lesson Package Refunds

Students may request a refund for an unused lesson package. The request will be reviewed and processed by an administrator.

• Any completed lessons will first be calculated using the tutor's normal single-lesson rate.
• The remaining eligible package balance may then be considered for a refund.
• This calculation prevents a student from receiving the package discount and then cancelling after using only part of the package.

7. Package Expiry

Unused lesson package credits expire 6 months after the date of purchase.