Once you have established a booking:
- For any reason, you can change it up to 18 hours before the start time of the session. “Changing it” means moving it to a different day, time, course, or tutor.
- For any reason, you can cancel it up to 16 hours before the start time of the session, subject to the cancellation fees disclosed during the booking process and cited in your confirmation email.
This process can NOT be done via the telephone but must be done by clicking the “Bookings” tab in the Customer Center.
If you have made a booking within the last 30 minutes and wish to cancel it, you must EMAIL firstname.lastname@example.org to request a refund. If the time stamp of the email is within 30 minutes of the time the booking was made, the session will be cancelled, and a full refund will be granted.
If you need to cancel an appointment due to illness or a family or medical emergency, you must EMAIL email@example.com. Written documentation will be required in all cases where illness is cited as the reason for cancelling. Such documentation must show not just a visit to the doctor, but a diagnosis indicating you are to be excused from class and extracurricular activities.