Booking & Lesson Guidelines

• Bookings open up to 2 hours before the lesson OK.
• Cancel up to 1 hour before lesson , please press the cancel button. Once less than 1 hour remains, cancellation is no longer possible. In that case, please notify your instructor of your absence via "Message the Instructor" in your reservation list.
• 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.
• When the lesson start time comes, please start the lesson with the tool you selected when booking. For VooV Meeting / NetChai Meeting, enter the room from the "Lessons" menu > "Bookings & History"; for WeChat, please wait for the instructor’s call.
• 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 , we kindly ask you to contact the instructor yourself. Depending on the connection, you may not be able to reach the instructor. (The instructor’s contact details and meeting number are shown in "Bookings & History".) If you cannot reach the instructor, please use the 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.