We’re sorry that your tutor missed your lesson.
You do not lose your minutes when your tutor misses your lesson.
If your tutor misses a lesson, your minutes are automatically returned about 10 minutes after the start time of your lesson.
There's no need to write to us.
Sometimes it can take longer for your minutes to be returned. If so you can try these steps to ‘force’ your minutes to refresh:
- Log out
- Clear your entire cache
- Restart your device
When your minutes are returned, you can schedule a new lesson or chat immediately with one of our other excellent tutors who are online.
If you started to use your plan minutes for the day you will need to use all of your minutes on the same day or they will expire at 3am.
And you will have to use your days before your plan refreshes on Monday at 3am.
You may not be able to make another reservation for the same day as it can take between 6 -24 hours to confirm your reservation. But you can start a lesson immediately with one of our great tutors who are online 24/7.
If your tutor missed your lesson at the end of the week and you do not have time to reschedule your lesson, please send a request to the help centre while you are logged in and we will be able to extend the end date of your plan to allow you to take the lesson.