Life happens! This page explains what to do if you need to move a lesson, what happens if we miss one, and how refunds work.
This Refund and Cancellation Policy forms part of our Terms and Conditions. It explains how lesson cancellations, missed lessons and refunds work at Bloomtivo Academy.
Moving or cancelling a lesson
Please tell us at least 24 hours before the lesson. Then we can move it to another time for free.
- 24 hours’ notice or more: we will reschedule the lesson at no extra cost, or add it as a make-up lesson.
- Less than 24 hours’ notice, or a missed lesson without notice: the lesson is counted as taken, because your child’s teacher has kept that time free for them.
- Running late: if your child joins late, the lesson will still finish at the planned time.
- Illness or emergencies: we understand that things happen. Please message us as soon as you can and we will always try to be flexible.
If we cancel a lesson
If the teacher can’t make it, your child never loses the lesson.
If your child’s teacher is unable to attend, or a lesson cannot go ahead because of a problem on our side, we will offer you a make-up lesson with the same teacher or a suitable substitute teacher, or add the lesson as a credit to your account.
Technical problems
- If a lesson is cut short because of a problem with our teacher’s connection or equipment, we will make up the missed time.
- If a problem with your own internet or device stops the lesson, please message us. We will try to help, but the lesson may be counted as taken.
Make-up lessons
Make-up lessons should be used within 30 days. We will offer times that suit you as best we can.
Stopping lessons
You can stop at any time. Just let us know before your next payment is due.
- You can stop lessons at any time by messaging us.
- To avoid being charged for the next period, please let us know before your next payment date.
- Any lessons you have already paid for can still be used before you stop, or refunded as explained below.
Refunds
If you stop, we refund the lessons you paid for but did not use.
- If you stop lessons, we will refund any paid lessons that have not yet been taken.
- Lessons already taken, and lessons counted as taken under the 24-hour rule, are not refunded.
- Refunds are paid back using the original payment method, normally within 14 days of your request.
- The free trial lessons are always free, so there is nothing to refund.
Your 14-day right to cancel
Under UK consumer law, when you buy lessons online you normally have 14 days to change your mind and cancel. If you ask lessons to start within those 14 days and then cancel, we will refund the amount you paid minus the cost of lessons already taken. This does not affect any of your other legal rights.
How to contact us
To move a lesson, stop lessons or ask for a refund, please message us on WhatsApp or through our Contact page. We will confirm every request in writing.
