Cancellation and Refund Policy

Each policy gives either a full refund or no refund for a lesson, depending on when you cancel. A full refund means the full lesson price. When you cancel, the 5% booking fee is not refunded.

• Flexible: Full refund if cancelled before the lesson starts. No refund once it has started.
• Moderate: Full refund if cancelled by 12:00 pm the day before the lesson. No refund after that.
• Strict: Full refund if cancelled by 12:00 pm one week before the lesson. No refund after that.

Cut-off times use the teacher's time zone. Every CadenzaHub teacher is in the GTA or Hamilton, so that is always Toronto time. For example, under the Moderate policy, a lesson on Thursday at 4:00 pm can be cancelled for a full refund until Wednesday at 12:00 pm.

Each lesson in a package or recurring booking is covered separately. Cancelling one lesson does not affect the others, and you can stop a recurring booking at any time. Lessons already cancelled within the policy's window are refunded; future lessons that have not been charged yet are simply not charged.

Open the booking in your dashboard and choose Cancel. You will see the refund amount before you confirm. Cancel through CadenzaHub, not only by message: the time we record is the time that counts for the policy.

If your teacher cancels a lesson, you always get a full refund of the lesson price, whatever their policy, plus the booking fee as CadenzaHub credit, or you can reschedule with them instead.

Rematch guarantee: if a teacher cancels three or more lessons in a row with less than 24 hours' notice, we refund the rest of your package and help you find a new teacher within 48 hours.

The 5% booking fee is not refunded in cash. It covers payment processing costs that our payment provider does not return when a payment is refunded, along with the vetting and support around every booking.

• If you cancel a lesson, you get the lesson price back under your teacher's policy. The booking fee is kept.
• If your teacher cancels, the rematch guarantee applies, or a lesson is refunded because there is no proof it happened, you get the full lesson price back and the booking fee for that lesson back as CadenzaHub credit.

Credit never expires while your account is open and can be used for any lesson on CadenzaHub. It cannot be exchanged for cash, except where the law requires it.

Refunds go back to the card you paid with. We issue them right away; your bank usually shows them within 5 to 10 business days.

Talk to your teacher first. Most problems are a scheduling mix-up that a message clears up.

If a lesson did not happen

You can report a lesson that did not happen within 48 hours of its start time, from the booking in your account. We do not decide who is telling the truth. We apply the same published rules to every report, using the records the Service keeps. Proof of attendance means the check-in code for an in-person lesson, entered by the teacher from the family's app, or both sides joining the CadenzaHub video link for an online lesson.

• Proof of attendance on record: the lesson counts as taught and the teacher is paid.
• No proof of attendance and no lesson note: the family gets a full refund of the lesson price, and the booking fee back as CadenzaHub credit.
• A lesson note but no proof of attendance: the family gets 50% of the lesson price back as CadenzaHub credit, and the teacher is paid the other 50%.
• Not reported within 48 hours of the lesson start: the lesson is confirmed and final on CadenzaHub.

Credit can be used for any lesson on CadenzaHub. If either a Family or a Teacher has 2 or more reports without proof of attendance within 6 months, we review the account and may suspend it.

These rules only decide what happens to the payment we are holding. They are not a finding about what happened, and they do not stop you from resolving the matter directly with your teacher, including in the Small Claims Court. If you dispute a charge with your card issuer instead, we will share the booking records with them.

You can also reach us any time at [email protected].