Cancellation and Refund Policy

• Cancel at least 6 hours before your lesson and you keep it: it becomes a lesson credit to book again whenever suits you. Cancel later, or miss the lesson, and the lesson is used.
• Moving a lesson is free up to 6 hours before it starts.
• Unused lessons can be refunded within 30 days of paying for them.
• Bundles of 5 or 10 lessons are paid for once, and each lesson in a bundle follows these same rules.
• If your tutor or we cancel, you never lose out: you keep the lesson, or can have a full refund.

You can move a lesson to another of your tutor's open hours, free of charge, up to 6 hours before it starts. Use Reschedule on the lesson in your portal calendar. The price, your payment and the meeting link stay with the lesson, and both you and your tutor are emailed the new time.

Less than 6 hours before the lesson, it can no longer be moved from the portal. If something unexpected has happened, write to us and we will look at it fairly.

• At least 6 hours before it starts: cancel it from your portal calendar and you keep the lesson as a credit. Book it again with any tutor, at any open hour, with Book with a free lesson; there is nothing more to pay.
• Less than 6 hours before, or not attending: the lesson counts as used and is not refunded. Your tutor has kept that hour for you and cannot usually fill it at short notice.
• Joining late: the lesson still ends at its booked time. If you have not joined within 15 minutes of the start, your tutor may treat the lesson as missed.
• A booking you have not paid for yet can be cancelled at any time. Nothing has been charged.

If your tutor or Serendib Learn cancels a lesson, at any time, you keep the lesson as a credit to book again, and we will email you when it is ready to use.

If your tutor does not join, or the lesson cannot take place because of a problem on our side, use Report missed lesson on the lesson in your portal calendar within 30 days. Our team reviews every report and, where it is upheld, gives you a replacement lesson.

In any of these cases, if you would rather have your money back than a replacement lesson, tell us and we will refund the lesson in full.

You can ask for a refund to your card of:

• an unused lesson you paid for, including one you cancelled in good time and kept as a credit, within 30 days of the payment;
• a lesson your tutor or we cancelled, or a missed lesson whose report we upheld;
• a payment taken in error, such as a duplicate charge, at any time.

For a bundle, each lesson counts as one fifth or one tenth of the payment: the lessons you have not used can be refunded within 30 days of paying for the bundle.

If you paid us directly, for example by bank transfer, the same rules apply to the prepaid lessons on your account: each counts as an equal share of what you paid, and refunds go back by bank transfer instead of to a card.

We cannot refund:

• lessons that have taken place;
• lessons cancelled less than 6 hours before they start, or missed;
• unused lessons more than 30 days after the payment. You can still book them, as the credit does not expire;
• free lessons we have given you as a goodwill gesture, which have no cash value.

Email serendib.learn@gmail.com from the address on your account, with the date of the lesson and your tutor's name. We will confirm by email, normally within 2 working days.

For prepaid lessons you paid for directly, you can also press “Ask for a refund” on the Calendar & Bookings page of your portal. We will email you to arrange the bank transfer.

Approved refunds go back to the card you paid with, through our payment provider Payments.lk, normally within 5 working days. Your bank may take a further 5 to 10 working days to show it. Once a lesson is refunded, its credit is removed from your account.

Lessons are charged in Sri Lankan rupees, and we refund the same amount in rupees. If your card is in another currency, the amount your bank shows may differ because of exchange rates and your bank's own fees, which are outside our control.

A credit is one 60-minute lesson with any Serendib Learn tutor. Credits do not expire, cannot be transferred to another person, and can be exchanged for money only as set out in section 4.

Nothing in this policy affects your rights under the consumer protection laws that apply to you.

If anything about a cancellation or refund seems unfair, write to us at serendib.learn@gmail.com. A real person reads every message.