Refund Policy
Last updated: 10/24/2025
At Nextglas, we strive to ensure that every learner has a positive educational experience. This Refund Policy outlines the circumstances under which refunds may be issued for lessons booked through our platform.
All refund requests are subject to review and approval by our administrative team. We reserve the right to modify this policy at any time.
Full Refund Eligibility:
- Tutor Cancellation: If a tutor cancels a confirmed booking more than 24 hours before the scheduled lesson time
- Tutor No-Show: If the tutor fails to appear for the scheduled lesson without prior notification
- Platform Technical Issues: If platform-wide technical issues prevent the lesson from taking place
- Emergency Cancellations: In cases of documented emergencies, natural disasters, or other unavoidable circumstances
Partial Refund Eligibility:
- Learner Cancellation (24+ hours notice): 80% refund of the agreed lesson price
- Learner Cancellation (12-24 hours notice): 50% refund of the agreed lesson price
- Quality Issues: Partial refunds may be available if the lesson quality significantly deviates from the agreed-upon lesson plan
Refunds will not be issued in the following circumstances:
- Late Cancellations: Cancellations made less than 12 hours before the scheduled lesson time
- Learner No-Show: If the learner fails to attend the lesson without prior notification
- Change of Mind: General change of mind about the lesson or subject matter
- Scheduling Conflicts: Personal scheduling conflicts or other personal commitments
- Completed Lessons: Lessons that have been conducted as agreed upon, even if the learner is unsatisfied with the content (quality issues should be addressed through our dispute resolution process)
- Communication Preferences: Disagreements about teaching style or communication methods
Standard Refund Requests:
Must be submitted within 7 days of the scheduled lesson date. Requests submitted after this period will not be considered.
Quality or Service Issues:
Must be reported within 48 hours of the lesson completion. Include detailed information about the issue and any supporting evidence.
Processing Time:
Refund requests are typically processed within 5-7 business days. The funds will be returned to the original payment method used for the booking.
Refund Request Process:
- Log into your Nextglas account and navigate to the lesson booking in question
- Click on "Request Refund" and select the appropriate refund reason from the dropdown menu
- Provide detailed information about your refund request, including any supporting documentation or evidence
- Submit the request and wait for admin review
- You will receive email notification of the decision within 3-5 business days
Required Information:
- Booking reference number
- Detailed reason for refund request
- Date and time of the issue
- Any supporting evidence (screenshots, emails, etc.)
- Contact information for follow-up
Step 1: Initial Review
Our admin team will review the refund request and any provided evidence. We may contact both parties for additional information.
Step 2: Mediation
If there's a disagreement between the learner and tutor, we may attempt to mediate a resolution that satisfies both parties.
Step 3: Final Decision
Our admin team will make a final decision based on all available information. This decision is binding and final.
Important Note: Nextglas retains the 20% platform commission on all transactions, including refunds. When a refund is processed:
- Full refunds will return 80% of the total transaction amount to the learner
- Partial refunds will be calculated based on 80% of the agreed lesson price
- The platform commission is non-refundable as it covers operational costs and payment processing fees
Medical Emergencies:
For documented medical emergencies affecting either party, we may consider exceptions to our standard refund policy. Valid medical documentation may be required.
Technical Difficulties:
If technical issues prevent a lesson from taking place, we will work to resolve the issue and may offer rescheduling or partial/full refunds depending on the circumstances.
Group Lessons:
For shared lessons, refunds will be processed on an individual basis. If one participant cancels, the lesson may continue for remaining participants.
For questions about our Refund Policy or to inquire about the status of your refund request, please contact us:
Email: support@nextglas.com
Support Hours: Monday - Friday, 9:00 AM - 6:00 PM (WAT)