Refund and cancellation policy

You pay before each lesson. Here is exactly what happens if plans change.

If you cancel or reschedule

More than 24 hours before the lesson: reschedule or cancel for free. A cancelled lesson goes back to your balance, or we refund it in full.
Less than 24 hours before: 50% of the lesson price is charged, because the tutor has kept that time for you. The other 50% is refunded or kept as credit.
Student does not join: if the student hasn't joined 15 minutes after the start time, the lesson counts as used and is not refunded.

We offer a backup tutor at the same time, or you choose a new time with the same tutor, free of charge.
If neither works for you, you get a full refund for that lesson.
If a tutor doesn't turn up, you never pay for that lesson.

If the lesson can't continue because of a problem on our side, or a connection problem that lasts more than a few minutes, we give you a free replacement lesson for the time lost.
Lost connection or power on your side? Message us on WhatsApp and we'll help you reschedule.

Package lessons are not refundable once purchased, because your tutor reserves time for you.
Unused lessons can be moved to another child in your family, another subject, or another tutor at the same level, any time before the package expires. If the new lessons cost a different amount, we adjust the number of lessons to match the value you paid.
If we cannot provide a tutor for your remaining lessons, we refund them in full.
Each package has a time limit to use the lessons (shown when you buy). Lessons not used by then expire.

Trial lessons are not refundable once they have taken place, but follow the same cancellation rules beforehand.

Refunds go back to the same payment method you used (bank account, e-wallet or card).
We process refunds within 3 working days. Your bank or card provider may take up to 14 working days to show it.
To ask for a refund, message us via the Contact page with the student's name and lesson date.

This policy is part of our Terms. Gradeloft is operated by Seribujaya Services Enterprise.