Refund and Cancellation Policy
1. Introduction
This Refund & Cancellation Policy explains how Lunar-Lingo Ltd manages cancellations, lesson changes, refunds, credits, and related matters.
It forms part of the contractual agreement between Lunar-Lingo Ltd and its customers and should be read together with our Tutoring Terms & Conditions.
Nothing in this Policy limits any statutory rights that customers may have under applicable law.
2. Scope
This Policy applies to:
- trial lessons;
- individual lessons;
- lesson packages;
- prepaid lessons;
- promotional offers (unless separate terms apply);
- online tutoring services delivered through MeritHub. Future subscription services or memberships may be subject to additional terms.
3. Definitions
Booking means a confirmed lesson or package purchased from Lunar-Lingo Ltd.
Customer means the person purchasing the Services.
Student means the individual receiving the tutoring services.
Business Day means Monday to Friday, excluding public holidays in England.
Refund means repayment of monies paid for eligible Services.
Credit means a monetary value retained on the customer’s account for future use instead of a cash refund.
Reschedule means moving a booked lesson to another mutually agreed date and time.
4. General Principles
Lunar-Lingo Ltd aims to operate a fair, transparent, and consistent cancellation process that balances the interests of students, parents, teachers, and the business.
Each refund request will be considered in accordance with this Policy and applicable consumer protection legislation.
5. Customer Cancellations
Standard Lesson Cancellation
Minimum notice period:
In the nature of fairness, a minimum notice period of 24 hours shall be required, so as to allow potential other students time to book their desired slots.
Where sufficient notice is given:
In the event of notice being given in sufficient time the student shall receive 1 free reschedule per booked slot, after which a 0.5x penalty will be incurred for future rescheduling of said booking.
Where insufficient notice is given:
In the event of notice being given without sufficient time the following shall apply:
Within 24 hours: A refund or partial refund will be at the sole discretion of Lunar-Lingo Ltd (Reason dependent).
Within 12 hours: No refunds or credits shall be taken into consideration as to preserve Teacher relations.
Lesson Packages
Where a lesson package has been purchased:
All purchases are final and are in no way or form eligible for a refund.
Credits may be transferred during the period of validity (Transferred credits carry the same validity period as the original purchase).
Upon expiration of credit validity all unused credits shall be forfeited, without refund.
Trial Lessons
- Free trial lessons may not under any circumstances be rescheduled
- Paid trial lessons follow the standard cancellation rules
- One trial lesson per student
By proceeding, you agree to these terms and acknowledge that all stipulations outlined in this policy are final.
6. Rescheduling Lessons
Customers may request to reschedule lessons by contacting Lunar-Lingo Ltd.
Requests are subject to:
- teacher availability;
- sufficient notice;
- operational requirements.
Maximum number of reschedules per lesson:
One reschedule shall be allotted per booking, after which a 0.5x fee shall be collected per subsequent rescheduling.
Notice period required:
Please refer to customer cancellations.
7. Missed Lessons (“No Shows”)
A lesson is considered a “No Show” where:
- the student fails to attend;
- the student joins so late that the lesson cannot reasonably continue;
- the student is unreachable after reasonable attempts to contact them.
No-show outcome:
In the event of a no-show the lesson credit shall be forfeited without further considerations.
8. Teacher Cancellations
Where Lunar-Lingo Ltd must cancel a lesson due to teacher illness, technical failure, or other circumstances within our reasonable control, we will normally offer one of the following:
- a replacement lesson;
- rescheduling;
- lesson credit;
- refund.
The appropriate remedy will depend on the circumstances.
9. Technical Problems
We recognize that online learning depends on technology.
Where technical issues arise, Lunar-Lingo Ltd will make reasonable efforts to determine whether the issue originated from:
- Lunar-Lingo Ltd;
- MeritHub;
- Stripe (where relevant);
- the student’s internet connection or equipment;
- wider internet or infrastructure issues.
Where appropriate, we may offer a replacement lesson or another reasonable solution.
Refund decisions will be made on a case-by-case basis where the cause cannot easily be determined.
10. Refund Method
Approved refunds will normally be issued using the original payment method wherever reasonably possible.
Refund processing times depend on:
- Stripe;
- the customer’s bank;
- card issuer processing times.
Lunar-Lingo Ltd cannot control banking processing times after a refund has been initiated.
11. Exceptional Circumstances
Lunar-Lingo Ltd recognizes that exceptional circumstances may occasionally prevent attendance.
Examples include:
- serious illness;
- family emergencies;
- bereavement;
- natural disasters;
- significant internet outages;
- government restrictions.
Supporting information may be requested where appropriate.
Refunds, credits, or rescheduling in exceptional circumstances remain at the reasonable discretion of Lunar-Lingo Ltd, subject to applicable consumer protection law.
12. Promotional Offers
Special promotions, discounted lesson packages, introductory offers, vouchers, or gift certificates may be subject to separate promotional terms.
Where promotional terms differ from this Policy, the promotional terms will take precedence for that offer.
13. Customer Cancellation Rights Under Consumer Law
Where applicable legislation provides customers with statutory cancellation or refund rights, those rights are not affected by this Policy.
Where customers request that tutoring services begin before any applicable statutory cancellation period has expired, they acknowledge that their cancellation rights may change in accordance with applicable law.
14. Chargebacks
Customers experiencing a payment issue should contact Lunar-Lingo Ltd before requesting a chargeback through their card issuer.
We will make reasonable efforts to resolve genuine disputes promptly.
Lunar-Lingo Ltd reserves the right to challenge fraudulent or unjustified chargebacks and to provide relevant evidence to payment providers where appropriate.
15. Complaints
If you are dissatisfied with any refund or cancellation decision, you may submit a complaint in accordance with our Complaints Policy.
Complaints will be considered fairly and impartially.
16. Changes to This Policy
Lunar-Lingo Ltd may amend this Policy from time to time.
Updated versions will apply to future bookings from their effective date unless otherwise required by law.
Material changes will be communicated where appropriate.
17. Contact Us
If you have any questions about this Refund & Cancellation Policy, please contact:
Lunar-Lingo Ltd
Registered Office: 128, City Road London EC1V 2NX UNITED KINGDOM
Company Registration Number: 17277100
Website: www.lunar-lingo.com
General Enquiries: info@lunar-lingo.com