Last updated: October 10, 2026
1. The policy at a glance
| Situation | What happens |
|---|---|
| You give 48 hours' notice or more | The lesson is rescheduled, subject to my calendar |
| You give less than 48 hours' notice | The lesson cannot be rescheduled and is charged |
| I cancel a lesson | It is rescheduled at no cost to you |
| Free consultation | Cancel or move it at any time, with no charge |
| Refunds | None, apart from a new family's risk-free first lesson (section 2) and the EU and UK withdrawal right (section 6) |
2. Payment
- Lessons are paid in full at the start of each month.
- The minimum is two sessions per month.
- A 10% discount applies when you book six or more sessions in a month.
Risk-free first lesson. For a new family, the first paid lesson carries no risk. If you decide not to continue, email hello@upperhandtutoring.com within 48 hours of the end of that lesson. I refund the first lesson in full, together with any lessons or package hours you have paid for and not yet used. This applies once per family, to the first paid lesson only; after that, the rest of this policy applies.
3. Rescheduling a lesson
All lesson changes and cancellations are made through the Reschedule and Cancel links in your booking email. Use the Reschedule link at least 48 hours before the lesson. Rescheduling depends on what is free in my calendar; I teach a limited number of hours each week.
With less than 48 hours' notice, the lesson cannot be rescheduled and no refund or credit is given.
A rescheduled lesson is taken within 30 days, and each lesson can be rescheduled once.
Free consultations can be cancelled or moved at any time using the link in your confirmation email.
4. Lateness and missed lessons
- A lesson that starts late because a student arrives late still ends at the scheduled time.
- If a student has not joined 15 minutes after the start time and I have not heard from you, the lesson counts as delivered.
- If I am late, the time is made up in full.
5. If I cancel
If I need to cancel a lesson for any reason, including illness or a technical failure on my side, it is rescheduled at no cost to you. If we cannot find a time that works within the month, the lesson carries over to the next month.
6. Families in the EU and UK: 14-day right to withdraw
If you live in the European Union or the United Kingdom and you buy tutoring online, you may withdraw from the purchase within 14 days of the day you paid, without giving a reason.
- To withdraw, email a clear statement to hello@upperhandtutoring.com within the 14 days. Something as simple as "I withdraw from my tutoring purchase of [date]" is enough.
- Cancelling a lesson in your booking calendar does not by itself withdraw you from the purchase; the email above does.
- If you asked for lessons to begin during the 14 days, you pay for the lessons already delivered, and the rest is refunded.
- Refunds are made to the original payment method within 14 days of your notice.
After the 14 days, the standard policy above applies.
7. Group and pair lessons
The same notice period applies. Because a group lesson goes ahead for the other students, a missed group lesson cannot be rescheduled for one student; I will send a summary of what was covered and the practice set.
8. Stopping tutoring
You may stop at the end of any paid month. Tell me before the next month's payment is due and nothing further is charged. Lessons already paid for in the current month are not refunded but can still be taken.
9. Questions
If something unexpected happens, talk to me. Message me on WhatsApp or email hello@upperhandtutoring.com.