1. General Cancellation & Rescheduling Rules
Students may cancel or reschedule a booked lesson subject to the notice periods set out below.
The cancellation and rescheduling rules apply to both individual lessons and lessons included within a lesson package.
A cancellation or rescheduling request should be made as soon as reasonably possible.
Cancellation or rescheduling requests must be made by email to contact.teacherashley@gmail.com .
12 hours or more before the lesson
A student may cancel or reschedule a lesson without losing the lesson.
Where a lesson is cancelled with at least 12 hours' notice, the lesson credit remains available to the student and may be booked for another available time within the applicable validity period.
More than 4 hours but less than 12 hours
A student may still change or reschedule the lesson.
However, this is treated as the student's one permitted late change for that particular lesson.
The lesson credit is retained and the student may book the lesson for another available time.
Once this permitted late change has been used, the lesson cannot be changed again under the normal cancellation rules.
4 hours or less before the lesson
A lesson cannot normally be cancelled, rescheduled or changed within 4 hours of the scheduled start time.
If the student does not attend, the lesson will normally be treated as used and will be forfeited, with no refund or replacement lesson.
2. First No-Show Goodwill Exception
Teacher Ashley may, at their discretion, provide a one-time goodwill exception for a student's first no-show.
Where this exception is granted, the student may rebook the missed lesson without losing the lesson credit.
This is a goodwill exception and does not create an ongoing entitlement to replacement lessons for future no-shows.
The exception is limited to one occasion per student and may not be transferred to another person.
3. Late Arrival
Students are expected to attend lessons at the scheduled time.
Teacher Ashley will normally remain available for the full scheduled lesson period.
If a student arrives late, the lesson will still end at the originally scheduled time.
For example, if a 45-minute lesson starts at 10:00 and the student joins at 10:20, the lesson will normally finish at 10:45 and the student will receive the remaining 25 minutes.
Late arrival does not normally entitle the student to additional lesson time, a refund or a replacement lesson.
4. Teacher Cancellation or Rescheduling
If Teacher Ashley needs to cancel or reschedule a lesson, the student will be offered an appropriate alternative.
Depending on the circumstances, the student may choose to:
- Reschedule the lesson for another available time.
- Receive the relevant lesson credit or refund where appropriate.
Teacher Ashley will make reasonable efforts to provide notice as early as possible when a lesson needs to be changed.
6. Technical Problems and Internet Connection
Lessons are delivered through an agreed online video platform.
Students are responsible for having a suitable device and internet connection.
If a technical problem occurs on the student's side and the lesson cannot continue, the normal cancellation and attendance rules will apply.
Where a technical problem occurs on Teacher Ashley's side, or where an issue with the agreed video platform prevents the lesson from reasonably continuing, Teacher Ashley will normally reschedule the affected lesson without the student losing the lesson credit.
Where reasonably possible, Teacher Ashley will work with the student to restore the connection and continue the lesson.
7. 14-Day Cancellation Period
Where applicable, consumers have a statutory 14-day cancellation period for distance contracts under UK consumer law.
If a customer purchases a lesson or lesson package and cancels within the applicable statutory cancellation period, they may be entitled to a refund in accordance with applicable consumer law.
Where no lesson has been provided before the customer exercises an applicable statutory cancellation right, Teacher Ashley will provide a 100% refund, subject to any applicable legal requirements.
If a customer expressly requests that lessons begin during the statutory cancellation period and lessons are provided before the customer cancels, the customer may be required to pay an amount proportionate to the services provided up to the point of cancellation, where permitted by law.
8. Single Lesson Refunds
Single lessons are available as:
- 20-minute Speaking Practice — £15
- 45-minute English Coaching — £30
| Lesson | Duration | Price | Validity |
|---|---|---|---|
| Speaking Practice | 20 minutes | £15 | 30 days |
| English Coaching | 45 minutes | £30 | 30 days |
Single lessons are valid for 30 days from the date of purchase.
Unused lessons expire after the 30-day validity period, subject to any statutory rights that may apply.
Refund requests for single lessons are considered in accordance with this policy, applicable statutory consumer rights and the circumstances of the request.
Where a lesson has been provided, the relevant lesson is treated as used.
Where a lesson has been cancelled or rescheduled in accordance with the rules in this policy, the lesson credit remains available within its applicable validity period.
9. Package Refunds
Lesson packages are discounted bundles of 45-minute English Coaching lessons.
The current packages are:
| Package | Lessons | Price | Effective Value |
|---|---|---|---|
| Starter Package | 4 × 45 minutes | £115 | £28.75 per lesson |
| Progress Package | 10 × 45 minutes | £280 | £28 per lesson |
| Advanced Package | 20 × 45 minutes | £550 | £27.50 per lesson |
For refund purposes, completed lessons are valued at the standard £30 single-lesson price, rather than the discounted package value.
After the applicable statutory cancellation period has ended, where a customer requests a refund before the package expires, the refund, if any, will normally be calculated by deducting the standard £30 value of lessons that have actually been provided from the original package purchase price.
The refund calculation will not result in a negative amount. Where the value of completed lessons is equal to or greater than the package purchase price, no refund will normally be due, subject to any statutory consumer rights that apply.
Example — Advanced Package
If a customer purchases the £550 Advanced Package and has completed five lessons:
£550 − (5 × £30) = £400 refund
If no lessons have been provided, there is no lesson value to deduct from the package price.
This calculation is based on the services actually provided and does not treat unused lessons as completed solely because time has elapsed.
Refunds remain subject to any statutory consumer rights that apply.
10. Package Expiry
Package validity begins from the date of purchase, not from the date of the first lesson.
| Package | Lessons | Validity |
|---|---|---|
| Starter Package | 4 × 45 minutes | 2 months |
| Progress Package | 10 × 45 minutes | 5 months |
| Advanced Package | 20 × 45 minutes | 10 months |
Students may use their lessons at their preferred pace during the validity period, subject to available booking times.
Students may schedule lessons intensively where availability allows.
Unused lessons remaining after the package expiry date will normally expire and cannot be refunded, transferred or extended, subject to any statutory rights that may apply.
Where Teacher Ashley is temporarily unavailable for an extended period and students cannot reasonably use their package during that period, the package expiry may be paused or extended in accordance with Section 5.
11. Teacher-Initiated Termination of a Package
In rare circumstances, Teacher Ashley may become unable to continue providing a package, for example because of an unexpected significant personal or other circumstance.
Where Teacher Ashley is unable to continue providing the purchased package, the customer will be offered an appropriate resolution.
Where the package cannot reasonably be continued, Teacher Ashley will provide any refund due for the unused portion of the package in accordance with this policy and applicable consumer law.
Example — Advanced Package
If a customer purchased the £550 Advanced Package and completed eight lessons before Teacher Ashley became unable to continue providing the service:
£550 − (8 × £30) = £310 refund
The refund calculation is based on the original package purchase price, with completed lessons valued at the standard £30 single-lesson price.
12. Lesson Credits Are Personal
Lesson credits and lesson packages are personal to the customer who purchased them.
They cannot normally be transferred, sold or assigned to another person unless Teacher Ashley expressly agrees otherwise.
This applies to both individual lesson credits and package lessons.
13. Refund Processing
Where a refund is due under this policy or applicable consumer law, it will normally be returned to the original payment method used for the purchase.
Payments are processed through Stripe, and refunds will normally be initiated through Stripe to the original payment method.
The time taken for the refund to appear in the customer's account may depend on the payment provider, card issuer or financial institution.
Teacher Ashley cannot control the processing time once the refund has been submitted to the payment provider.
14. No Guarantee of Examination or Learning Results
Teacher Ashley provides English coaching, IELTS Speaking preparation and learning support.
While lessons are designed to support improvement, Teacher Ashley cannot guarantee a particular IELTS band score, examination result or level of English improvement.
Students remain responsible for their own participation, practice and learning progress.
15. Questions and Refund Requests
Customers who wish to cancel a lesson, request a refund or ask a question about this policy should contact Teacher Ashley using the contact details provided on the website.
Refund requests should be made as soon as reasonably possible and should include sufficient information to identify the relevant purchase.
Teacher Ashley will consider requests fairly and in accordance with this policy and applicable consumer law.
16. Statutory Rights
Nothing in this Cancellation & Refund Policy is intended to remove, restrict or reduce any statutory rights that a consumer has under applicable UK consumer law.
Where a statutory right provides a customer with a right to cancel, obtain a refund or receive another remedy, that right will continue to apply regardless of the terms of this policy.
17. Changes to This Policy
Teacher Ashley may update this Cancellation & Refund Policy when necessary to reflect changes to the services, business practices or applicable law.
The latest version will be published on this website together with the date it was last updated.
Changes will not retrospectively remove or reduce rights that apply to purchases already made where this would be contrary to applicable law.