We understand that students and families sometimes need to change their plans. This policy explains how lesson cancellations, rescheduling and refunds are handled.
Lesson Rescheduling
Please give Bestlearn at least 24 hours' notice if you need to move a scheduled lesson. Where sufficient notice is provided, we will normally try to arrange another suitable time, subject to tutor availability.
Cancellations With Less Than 24 Hours' Notice
Where a lesson is cancelled with less than 24 hours' notice, Bestlearn may charge for some or all of the lesson if the tutor's time was reserved and we have suffered a genuine loss that could not reasonably be avoided. We will consider exceptional circumstances individually. Cancellation charges will not be applied in a way intended to penalise Customers or exceed Bestlearn's reasonable loss.
Missed Lessons
If a student does not attend a scheduled lesson and no cancellation notice has been provided, the lesson may be treated as delivered where the tutor attended and remained available for the agreed session. Please contact us if exceptional circumstances prevented attendance.
Tutor or Bestlearn Cancellation
If Bestlearn or the tutor cancels a lesson, the Customer will not lose the value of that lesson. We will normally offer a replacement lesson, account credit or an appropriate refund.
Technical Problems
If a lesson cannot proceed because of a technical failure attributable to Bestlearn or the tutor, we will normally reschedule the affected lesson. Where a significant technical problem is on the student's side, the tutor will make reasonable efforts to continue the lesson where practical.
Cooling-Off Period
Where statutory distance-contract cancellation rights apply, Customers generally have 14 days after entering into the contract to change their mind. If you want tuition to begin within this period, we may ask you to expressly request early performance. If tuition has already been provided at your request before you cancel, Bestlearn may be entitled to charge a proportionate amount for the service already supplied. Your statutory rights are not affected by this policy.
Cancelling an Ongoing Tuition Programme
Customers may request cancellation of ongoing tuition by contacting info@bestlearn.co.uk. We will confirm the effective cancellation date, lessons already scheduled, any amount properly due for services already provided and any refund or credit relating to unused tuition.
Intensive Programmes
Because Intensive programmes may reserve multiple tutor sessions over a shorter period, please contact Bestlearn as early as possible if circumstances change. Any cancellation or refund calculation will take account of tuition already delivered and genuine unavoidable losses associated with reserved sessions. Bestlearn will not automatically treat the entire programme fee as non-refundable.
Refund Processing
Where a refund is due, Bestlearn will aim to process it promptly using the original payment method wherever practical. The time taken for money to reach the Customer may also depend on the payment provider or bank.
Exceptional Circumstances
We recognise that illness, emergencies and other unexpected circumstances can occur. Bestlearn may waive or reduce a cancellation charge where we consider it reasonable and fair to do so.
Contact
For cancellations, rescheduling or refund requests: info@bestlearn.co.uk