Frequently Asked Questions - Troubleshooting problems
How can we help you?
If you miss a lesson, you should contact your teacher as soon as possible to reschedule it.
Our cancellation policy is 24 hours. In other words, you can cancel free of charge up to 24 hours in advance. Contact your teacher if you need to cancel or reschedules a lesson.
Our teachers are selected carefully, it normally does not happen that they miss their classes.
However, in case of a missed class, we guarantee you will get your prepaid hours back.
We love to help you with all your questions. We are available on Monday to Friday, except for holidays. We usually respond to emails within 24 hours.
You can send us an email to firstname.lastname@example.org or use our contact form to contact us.
You can reset your password by clicking here.
To solve your problems with Skype please visit the Skype Support Center here.
Your lessons are automatically confirmed 48 hours after they have taken place. This is written in all emails that you receive from us.
If there are any discrepancies, you should contact us before a lessons gets confirmed so that we can intervene and your teacher will not receive his/her money.
Go to the top right corner and click in the dropdown menu on Profile → Site and email preferences → change your receive email settings.
Although we check all teachers intensively in advance, it can happen that a teacher is suddenly no longer available, but he/she does not deactivate his profile.
If this happens twice, we will immediately remove his/her profile from our list of teachers.
If it happens that your teacher does not answer, we kindly ask you to contact a second teacher and give a second teacher a chance to teach you. We have a lot of very good teachers in our community.
You may not be happy with your teacher. We know this can happen.
You can always request a full refund of your hours that have already been paid but not yet taken and either use them with another teacher or request a refund to your account.