Booking & Lesson Guidelines

• Bookings open up to 2 hours before the lesson OK.
• Cancel up to 1 hour before lesson , press the cancel button. Cancellation closes 1 hour before the lesson — after that, notify your tutor via Teams chat.
• In unavoidable circumstances, a tutor may need to cancel a lesson. If the lesson can't be held that day, customer support will arrange a substitute tutor or reschedule the lesson.
• Your tutor will call you on Teams at the start of your lesson, so please log in to Teams and wait. (If your status isn't online, the call may not connect.)
• If the tutor is unable to reach you within 10 minutes after the lesson start time, the lesson will be treated as an absence and canceled.
• If your tutor hasn't called within 1 minute of the start time , please call your tutor instead. Depending on Teams status, their call may not connect. (Their Microsoft account is in your booking list on My Page.) If you cannot reach them, contact Contact Us to contact us.
• Occasionally, tutors may face issues such as power outages or network failures. We respond as quickly as possible, but if multiple tutors are affected at once, there may be a delay. In that case, your lesson will be rescheduled — please contact Customer Support.
• Teams support is limited to emergencies where our customer support team needs to contact you.