Information
Cancellation policy
Know what happens when plans change, whether you booked one lesson or a package.
Last updated: 3 October 2026 (2026-10-11)
| Situation | Your refund or options |
|---|---|
| You cancel at least 24 hours before | Full refund |
| You cancel less than 24 hours before, but before start | 50% refund |
| You cancel after start or do not attend | Normally no refund |
| Your tutor cancels or does not attend | Full refund or free rescheduling |
| Appointment not accepted by both | No cancellation charge |
Cancelling an appointment
Cancel through the lesson details. The amount returned is shown before confirmation. If cancellation is unavailable, report the issue promptly. The deadline is measured against the agreed start time. Cancellation charges never exceed the affected appointment's price.
Bookings made shortly before a lesson
If you buy a booking less than 24 hours before its start, you can cancel for a full refund within 15 minutes after payment, provided the lesson has not started.
Changing the time
Either person may propose a new time. Rescheduling is free when both accept the replacement appointment and waive any cancellation charge. Until then, the original appointment and rules remain. Both may also agree before start to cancel without charge.
Cancelling within a package
Cancel at least 24 hours before to keep the full appointment value in your package. Cancel later but before start to keep half. Normally nothing is returned if you do not attend. Your other hours remain available. You can keep returned value for lessons or request the eligible amount back as money, but not both.
Ending a package
If the student cancels the whole package, unscheduled hours are refunded fully. Future appointments at least 24 hours away are refunded fully; those less than 24 hours away are refunded at 50%. Completed and already settled appointments are excluded. Disputed amounts remain held. If the tutor ends the package, all unused value is refunded without student cancellation penalties.
Lateness and absence
Student lateness or voluntary early departure does not reduce the booked price unless agreed otherwise. Tutor lateness or shortened teaching entitles the student to replacement time by agreement or a refund of undelivered teaching. A tutor reporting student absence must wait at least 15 minutes, attempt contact and have been ready and available for the booking. Contested absence claims are reviewed.
Emergencies and technical problems
A tutor may waive charges or agree to free rescheduling. Support may approve an exception for a genuine emergency. Tutor-side technical problems or a LernLink failure that prevents teaching qualify for replacement teaching by agreement or a refund of undelivered teaching. Student-side connection problems follow attendance rules unless an exception is agreed or approved.
When something goes wrong
You do not pay a student cancellation charge for a lesson your tutor could not provide. Our first-lesson guarantee and approved complaints may also qualify for a refund. If you disagree about what happened, we review the lesson with both of you. The refund policy explains your options. Mandatory legal rights remain unaffected.
Need help?
Contact us with questions about your account, bookings or refunds. You can also write to us about your personal data.
support@lernlink.ch