Refund Policy
Last updated: July 2026
This policy explains when learners receive refunds for bookings made through Elevator.
1. What you pay when booking
A booking may include the lesson price set by the teacher, an Elevator platform or service fee, and a payment processing fee charged to cover secure payment handling.
2. Learner cancels more than 12 hours before the lesson
If you cancel more than 12 hours before the scheduled lesson start time, you are eligible for a refund of the lesson price and the Elevator platform or service fee.
Payment processing fees are non-refundable.
3. Learner cancels within 12 hours of the lesson
If you cancel within 12 hours of the scheduled lesson start time, the booking is not eligible for an automatic refund. This protects teachers who have reserved time, prepared for the session, and may not be able to fill the slot at short notice.
4. Teacher cancels
If the teacher cancels a confirmed lesson, you are eligible for a full refund.
5. Teacher no-show
If the teacher does not attend and Elevator approves the teacher no-show report, you are eligible for a full refund.
6. Learner no-show
If a learner does not attend a confirmed session, the booking is generally not refundable. The teacher may still be eligible for payout, subject to Elevator review and platform rules.
7. Disputes
Elevator may review disputes case by case. We may issue a full refund, partial refund, no refund, or another resolution where appropriate.
8. Refund timing
Once a refund is processed, Stripe and the relevant payment networks handle the return of funds to the original payment method. Refund timing can vary depending on the card issuer, bank, and payment method.
9. Chargebacks
If you have a problem with a booking, please contact Elevator support first so we can investigate. False, abusive, or bad-faith chargebacks may result in account restrictions where permitted by law.
10. Changes to this policy
We may update this Refund Policy as Elevator develops. The version shown at the time of booking applies to that booking unless we are required by law to do otherwise or choose to provide a more favourable outcome.