Nothing fails only in Madonna’s song 🎶 of the same name. Lessons do. SOMETIMES 😉.
But don’t worry: at LiveXP, we’ve got you covered with our lesson warranty. So when things don’t go as planned, there's no need to stress!
Returns of Trial Lessons
We offer two options if your trial lesson didn’t meet your expectations.
Lesson Return: Our priority is always to ensure you have a smooth and positive learning experience. That’s why, we initially credit such lessons back to your balance, so that you can immediately reschedule with any tutor of your choice, saving you time and keeping your learning momentum going.
Monetary Refund: If you’ve decided not to continue using LiveXP, we can provide a monetary refund for your trial lesson.
Returns of Subscription Lessons
If your subscription lesson didn’t take place due to the tutor/platform's fault, we return such a lesson to your LiveXP balance.
Monetary refunds for subscription lessons are subject to our Subscription Cancellation and Refund Policy.
Replacement for Low-Quality Trial and Subscription Lessons
If a trial/subscription lesson took place but was of unsatisfactory quality (reported in a timely manner of 24 hours after the session's end & under sufficient grounds), you are eligible for a free replacement lesson.
When requesting a lesson return/refund, please ensure the following conditions are met:
1. Issues must be reported within 24 hours after the lesson.
You can report any issues with the lesson in one of two ways:
During the lesson confirmation step: When confirming the lesson, indicate whether the lesson took place and detail any issues encountered.
Via support chat: If you are unable to complete the confirmation step, please contact our support team directly through the chat within 24 hours of the lesson’s end.
☝🏻Keep in mind, a lesson may be auto-confirmed by the system if no issues are reported within 24 hours after the lesson’s completion. Once auto-confirmed, the lesson is considered successful, and the tutor is paid. No returns are possible after this point.
2. If you miss a lesson & fail to reschedule/cancel it in the system before it begins, the lesson is considered completed and is non-refundable.
When sending a rescheduling request, monitor its status to confirm the lesson has been technically rescheduled in the system. Until the other participant accepts your request, the lesson will remain in its original time slot and is not considered rescheduled.
Rescheduling via chat alone is insufficient. If you notify the tutor via chat but fail to officially reschedule or cancel the lesson in the system, and the tutor attends, the lesson will be marked as completed.
Please note that tutors can also decline rescheduling requests. Once you book a time slot, it is removed from their schedule, meaning they lose the opportunity to offer it to other students. If you miss such a lesson but the tutor attends it, the tutor is entitled to receive payment.
For more detailed guidance on handling situations when you cannot attend a lesson, please refer to our Manage Your Booked Lessons Successfully article.
3. The lesson is booked with a teacher who does not meet your requirements (does not teach the desired language, does not study at a certain level, etc.), but at the same time, there is a corresponding warning in the teacher's profile.
Please pay attention to all the details in a tutor's profile when booking a lesson. If your lesson return request relates to something clearly described in the tutor's profile, we cannot offer a return. It can be time zones, a tutor's specialty (teaching students of a certain age, language level, etc.), or anything specified in the tutor's profile.
4. Lessons rated 4 or 5
If you rate a lesson 4 or 5, it is considered that the tutor met your expectations, so there is no reason for a lesson return. Please carefully consider how you rate lessons.
To learn how to request a lesson refund/return/replacement, please refer to our Lesson Terms and Conditions & Subscription Cancellation and Refund Policy for detailed guidelines.