How do refunds and prepaid lessons work?
Updated
TeachMe.To gives refunds in three cases: our cancellation policy, our first-lesson risk-free guarantee, and a booking your coach doesn't confirm. This guide explains all three, what happens to your lessons in every other case, and how long prepaid lessons stay valid.
Aside from our cancellation policy, our first-lesson risk-free guarantee, and a booking your coach doesn't confirm, prepaid lessons are non-refundable and expire one year from the date of purchase.
Refunds for single lessons and lesson packs
Within 24 hours of your booking
You are eligible for a full refund if:
- Your lesson is not scheduled within the next 24 hours, and
- You request the refund within 24 hours of making your booking
This applies to both single lessons and multi-lesson packs.
More than 24 hours after your booking
If you cancel more than 24 hours after your booking, and at least 24 hours before your scheduled lesson:
- Your lesson goes back to your account as a prepaid lesson
- No cash refund is issued
You can use the prepaid lesson later with any coach.
After your first lesson
If your first lesson was not a good fit, contact support within 24 hours of that lesson. We match you with a different coach, or we give you a refund. This is our first-lesson risk-free guarantee.
If your coach doesn't confirm
If your coach doesn't confirm your booking, your money is safe. We'll help you switch to another coach nearby or give you a full refund.
If your coach cancels
If your coach cancels, the lesson goes back to your prepaid lessons. You can pick a new time with the same coach or move the lesson to another coach. To request a refund for a lesson your coach cancelled, contact support. See What happens if my coach cancels?
If a lesson can’t be completed for another reason outside your control, contact support.
How to request a refund
Open Lesson AI and ask about a refund. Lesson AI checks your purchase. If a Lesson Coordinator needs to review your request, Lesson AI shows a refund request form with three parts:
- Which purchase: the purchase your request is about.
- What happened: tell us in your own words.
- What would you like us to do: a refund, a different coach, or something else.
Your request reaches us only when you send the form. After you send it, Lesson AI shows the time we received it. A Lesson Coordinator replies within 48 hours of receiving your request.
- If the purchase is a plan that renews, sending the request stops future charges on that plan. See Plans and renewals.
- If you bought your lessons on a coach’s CoachSite, your request goes to that coach, who handles the refund.
Whether you get a refund follows Refunds and lesson expiry.
Using your prepaid lessons
Prepaid lessons are lessons you paid for and have not taken yet. They follow these rules:
✔ Valid for 12 months
Your prepaid lessons expire one year from the purchase date. If you bought them with a gift card balance, the purchase date is the day you used that balance. If they were transferred to you, it is the day the transfer was completed.
✔ Can be used with any coach or skill
Use them for any activity taught on TeachMe.To, including online lessons.
✔ Non-refundable
Outside the three refund cases above, prepaid lessons cannot be exchanged for cash.
✔ Can be given to friends or family
You can transfer unused prepaid lessons to another coach, skill, or person before they expire. This includes a friend or family member.
- Transferred lessons are valid for 12 months from the date the transfer is completed. Each transfer starts a new 12 months.
- Lessons that expire before the transfer is completed cannot be transferred.
- The recipient needs a TeachMe.To account. To start the transfer, contact support with the recipient's email address.
- You cannot resell transferred lessons.
See Refunds and lesson expiry for the full transfer rules.
Failed or missing Stripe charges
If you believe a charge is missing or failed to process, our support team may ask for information to help locate the transaction:
- Last 4 digits of the card used
- Email address associated with the payment
- A screenshot of the bank or app transaction
This helps us confirm the charge and resolve any billing issues.
Still need help? Our customer support team is always here to help. Contact us.