Cancellation & Refund Policy
1. Package Cancellations
Validity: Packages expire 3 months after purchase.
Cancellation Rules:
You may cancel a package up to 3 times during its validity period.
Preconditions:
No pending/uncompleted lessons (finish booked lessons first).
Cannot cancel in the last 48 hours of package validity.
Cannot cancel if the package has zero credits remaining.
Refund: Unused credits are converted to platform wallet credits (no cash refunds).
Example: If you cancel a 10-hour package (worth 200 EGP/hour) after using 5 hours, you’ll receive 1,000 EGP in wallet credits.
How to Cancel: Go to Dashboard > My Packages, select the package, click Cancel Package.
2. Private Lesson Cancellations
Student Cancellation:
>12 hours before lesson: Full credit refund to package balance.
≤12 hours before lesson: Credit forfeited (no refund).
Rescheduling:
Allowed up to 6 hours before the lesson.
<6 hours: Not permitted (contact tutor for assistance).
3. No-Show & Tutor Cancellations
Student No-Show: No refund.
Tutor No-Show/Cancellation: Full credit refund to your balance.
Tutor Rescheduling Requests:
Accept: Lesson moves to the new time.
Reject/Ignore: Credits refunded after 6 hours if no action taken.
4. Group Classes
Non-refundable: No refunds or rescheduling for cancellations.
5. Technical Issues & Disputes
Platform Outages: Automatic refund if the issue is from our side.
Student-Side Issues: Your responsibility (ensure stable internet/device).
Reporting Problems:
Go to Dashboard > My Lessons > Report to submit a complaint.
Admin will review and respond within 24 hours.
6. Special Cases
Medical Emergencies: Contact support with proof for review.
Tutor Misconduct: Report immediately for investigation.
7. General Terms
Refunds: Only issued as platform credits (no cash).
Unused Credits: Expire after 3 months (no extensions/refunds).
Support: Contact us at support@lernst.com for help at any time.
Policy Last Updated: [April 1st 2025]