Information

Refund policy

Your first lesson, unused package hours and help when teaching does not go as agreed.

Last updated: 3 October 2026 (2026-10-11)

Confirmed lessons

Once you and your tutor confirm that a lesson is complete, that session is closed. It cannot be refunded because you change your mind or later raise an ordinary complaint about its duration, quality or attendance. Check the report and raise any problem before confirming. Future lessons and unused package hours remain open under their own rules. Fraud, serious safety concerns, bank disputes and mandatory legal rights are handled separately.

First lesson not the right fit?

Tell the tutor and stop within the first 30 minutes of teaching in your first lesson together. Request the refund within 24 hours of the appointment. We refund the first booked hour and all remaining undelivered hours of that appointment, including all fees. The guarantee applies once per student and tutor pair, not again for another subject, offer or package. Contested eligibility is reviewed.

First lesson within a package

When the guarantee is approved, you may also request a refund of all unused future package value without cancellation penalties.

Deciding not to continue

After the guarantee window, simply deciding that a tutor is not right for you does not automatically refund delivered teaching. You can stop future lessons and request unused package value back. Scheduled appointments follow the cancellation policy unless an approved guarantee or tutor-fault remedy applies.

Unused package hours

Refunds use the original package value per hour, including all fees for those hours. Completed hours are not repriced at a higher single-lesson rate. Unused value does not automatically expire. You may request a refund of a balance too small to book a whole-hour lesson. Scheduled appointment charges are calculated exactly as described in the cancellation policy.

A problem with a later lesson

Report the affected session before confirming it, preferably within 24 hours. Explain what was not delivered or differed from your agreement. We review that session without reopening other confirmed lessons.

How we review a complaint

The other party has 48 hours to respond. You may agree to replacement teaching, a partial refund or a full refund. If you disagree, LernLink reviews the booking, messages and relevant evidence. We aim to decide within five business days after receiving sufficient information. Either person may request reconsideration within seven days with new evidence.

Misleading offers and unsafe behaviour

Stop the lesson and report misleading information, failure to teach the agreed subject, harassment or unsafe behaviour. We investigate the complaint with both parties. If upheld, you may receive a full or partial refund of affected teaching and unused future value without cancellation penalties where justified.

Missing confirmation

Please confirm your completed lesson or report a problem. If either person has not responded, we may contact both of you to resolve the lesson. Missing confirmation does not automatically mean acceptance or a refund.

Refund amounts and timing

A full refund includes your entire affected payment and any fees. A partial refund includes the same share of that total. No additional handling costs are deducted. Approved refunds are normally initiated within five business days to your original payment method; bank arrival varies. If that route cannot be used, we arrange a verified alternative with you.

Duplicate payments and account closure

Verified duplicate or excess payments are refunded in full. Closing an account does not forfeit eligible unused value; defined appointment charges are settled first. Restored package value, cash refunds and replacement teaching cannot reimburse the same amount twice.

Your rights

Reporting deadlines do not remove mandatory legal rights or prevent review of serious issues discovered later. You may raise a payment dispute with your bank. Existing purchases keep their agreed policy, and an approved guarantee or tutor-fault remedy takes priority over student cancellation charges.

Need help?

support@lernlink.ch