What happens if I cancel or miss a Live Lesson?
You can manage your Live Lesson appointments from your Schedule page. If you need to cancel or reschedule a lesson, first cancel the existing appointment by clicking cancel. Then, if you want to reschedule, select a new time from the Available Slots calendar. Bear in mind that you cannot book the same slot if you previously cancelled it.
Cancellation & No-show Penalties
There is no penalty for cancelling Live Lessons more than 24 hours ahead of time.
For students in the trial period, students on the Lite, Casual and Serious Plans, or Bundle: if you cancel a Live Lesson less than 24 hours, but more than 90 minutes, ahead of time, we will deduct half a lesson credit from your account. If you cancel less than 90 minutes ahead of time or don’t show up, we will deduct a full lesson credit.
Half credits do not allow you to schedule lessons, however, they'll come in handy if you need to cancel another lesson within 24 hours and more than 1.5 hours before it starts. You would then lose your remaining 0.5 credit instead of a full one.
For students on the Ultimate Plan, if you miss or cancel more than 2 Live Lessons in any 30-day period, we will charge a missed lesson fee from the third miss onward, on your next invoice. The main thing to remember is that your number of missed lessons does not reset every month. The missed lessons are counted within a rolling 30-day window, meaning if you miss more than 2 lessons in any given 30-day period, an extra fee will be added to your invoice from the third missed lesson.
Case in point: you subscribed on January 1, and missed one lesson on January 26. On February 1, your subscription renewed automatically, and then you missed another lesson on February 3, and cancelled another one within 24 hours on February 10. Because all of these misses are within 30 days, you'll be charged an extra €13/$14 for the last one. Now if you want to bring your missed lesson count to zero, you need to go at least 30 days (starting from the second miss) without missing a lesson.
The missed lesson fee is €13/$14 if you cancel less than 90 minutes before the session is scheduled to begin. If you cancel between 24 hours and 90 minutes, we'll charge you €7/$7.