Cancellation policy

This policy applies to every lesson booked with SayAway. The deadlines below are the ones in force at the time of writing. The deadline that binds a particular lesson is the one shown on it when you book, and it stays with that lesson even if we change the policy later.

Cancelling a lesson

You can cancel a lesson from your account, under Lessons, until its free-cancellation deadline:

• Trial lesson and private lesson: up to 24 hours before the start.
• Intensive session: up to 48 hours before the start.

Cancel before the deadline and the credit goes straight back to your balance, in the same package it came from, with the same expiry date. The screen tells you what will happen before you confirm.

Late cancellations

After the deadline the lesson counts as used: the credit is not returned. A slot released late can rarely be filled by someone else.

If something serious and unforeseeable happens, write to us. We can return a lesson at our discretion, but cannot promise to.

Not turning up

If you do not join the lesson, it counts as used. Your teacher waits in the room for 15 minutes and tries to reach you; after that the lesson is closed.

If you join late, the lesson still ends at its scheduled time.

When the teacher cancels

If your teacher has to cancel, the credit always comes back to your balance in full, whatever the notice. You are told by email and offered a new time. If we cannot offer you a time that works and you have no further use for the credit, we refund it.

A lesson that cannot take place because of a fault on our side (for example, the video room does not work) is treated as cancelled by the teacher.

Moving a lesson

You can move a lesson to another available time from your account, until its reschedule deadline:

• Trial lesson: up to 24 hours before the start, once.
• Private lesson: up to 24 hours before the start, up to two times.
• Intensive session: up to 48 hours before the start, once.

Moving a lesson keeps its credit and its rules. After the deadline, or once the moves are used up, the lesson can no longer be moved: you can attend it or cancel it under the rules above.

Packages that expire

Every package is valid for a fixed number of days from purchase, shown on the package before you buy and in your account afterwards. Credits still unused on that date expire and are not refunded, except where the Australian Consumer Law requires otherwise.

• We email you a week before a package expires.
• A lesson booked before the expiry date is kept, even if it takes place after it.
• Credits returned after a cancellation go back into their original package, with its original expiry date.

Refunds

Refunds are covered by section 9 of the Terms of service.

Contact

If something went wrong with a lesson, write to sayawaylessons@gmail.com or call +61 413 444 208. Tell us the date and time of the lesson and what happened.