Cancellation Policy

This Cancellation Policy explains what happens to your credits when you cancel a booked live tutor lesson on FluentAI, or when your tutor cancels on you. It is separate from our Refund Policy, which covers refunds for credit purchases themselves rather than cancelled bookings.

Booking requests

When you book a lesson, its credits are taken from your balance and held. Your tutor then accepts or declines the request. If they decline, or haven't accepted 1 hour before the start, every credit comes back to your balance straight away. You can also cancel a request that hasn't been accepted yet for a full refund.

If you cancel

Cancel a confirmed lesson 12 hours or more before its start and every credit comes back. Cancel less than 12 hours before the start and half the credits come back, rounded down; your tutor earns on the other half for the time they kept free. You cancel from the lesson's page, and the refund goes straight back to your credit balance.

If your tutor cancels

If your tutor declines or cancels a lesson, for any reason and at any time before it starts, every credit comes back to your balance. Repeated cancellations can lead to a tutor being removed from the catalogue.

No-shows

If your tutor hasn't joined 15 minutes after the start, report it from the lesson's page. If our records show your tutor never opened the video room, every credit comes back at once; if they did open it, our team looks into it and decides. If you don't join, your tutor may mark you as absent after 15 minutes and the credits are not returned. A confirmed lesson that nobody closes is settled 48 hours after its end: it counts as given if your tutor opened the video room, and is refunded in full if they never did.

Problems with a lesson

If something went wrong with a lesson that took place, report it from the lesson's page within 7 days. Our team looks into it and either returns your credits in full or closes the report; you see the decision on the lesson's page and in your notifications.

Contact

If you think a cancellation, no-show or report was handled wrongly, write to LEADSPIRE LTD through the contact form or at support@fluentai.space with the lesson's page address.