Cancellation & Rescheduling Policy

Learn about our cancellation and rescheduling policy: free cancellation up to 24 hours before, 50% fee within 24 hours, free rescheduling, and tutor cancellation guarantees.

Our Cancellation & Rescheduling Policy

At Klasu, we understand that plans change. Our policy is designed to be fair to both students and tutors, while keeping lesson schedules reliable.

How Payment Works

When you book a lesson, your payment card is saved securely but not charged immediately. Payment is only captured 24 hours before your lesson is due to start. This gives you flexibility to cancel or make changes without any financial commitment until then.

Free Cancellation (More Than 24 Hours Before)

You can cancel your lesson free of charge if you do so more than 24 hours before the scheduled start time. If payment has already been captured, you will receive a full refund.

Late Cancellation (Less Than 24 Hours Before)

If you cancel within 24 hours of your lesson:

• A 50% cancellation fee applies
• The remaining 50% will be refunded to your original payment method
• This applies whether payment was already captured or still pending

You can cancel up to 10 minutes before the lesson start time. After that, cancellation is no longer available — please contact support if you need to cancel at very short notice.

Tutor Cancellations

If your tutor cancels the lesson, you will always receive a full refund, regardless of when the cancellation occurs. Tutors must provide a reason when cancelling. We will notify you immediately so you can rebook with the same or another tutor.

Rescheduling a Lesson

Either party (student or tutor) can request to reschedule a lesson. The other party must approve the new time. To reschedule:

1. Go to your Dashboard
2. Find the lesson under Upcoming Lessons
3. Click the three-dot menu next to the lesson
4. Select Request Reschedule
5. Choose a new date and time
6. The other party will be notified and can approve or suggest an alternative

Rescheduling is always free — it does not count as a cancellation.

How to Cancel a Lesson

1. Go to your Dashboard
2. Find the lesson under Upcoming Lessons
3. Click the three-dot menu next to the lesson
4. Select Cancel Lesson
5. Provide a reason (optional for students, required for tutors)
6. Confirm your cancellation

Refund After a Lesson

If you experienced an issue during a lesson, your tutor can issue a refund within 48 hours of the lesson completing. If your tutor is unable to help, please contact our support team and we will review your case.

Unpaid Bookings

If a booking remains unpaid (e.g. a failed payment), it will be automatically cancelled:

• For advance bookings (more than 24 hours away): cancelled 4 hours before the lesson if still unpaid
• For last-minute bookings (less than 24 hours away): cancelled 15 minutes before the lesson if still unpaid

Quick Reference

Need Help?

If you have any questions about cancellations, rescheduling, or refunds, please use the chat widget or email us at support@klasu.co.uk. We are here to help!