Cancellation & refunds

Last updated 2 October 2026

This page explains what happens when a lesson is cancelled, moved or missed, and how to withdraw from a purchase. It is part of our Terms of service.

1. Free cancellation up to 24 hours before

You can cancel a lesson for free up to 24 hoursbefore it starts. This is the teacher’s cancellation window; the window that applies to your booking is shown when you book and when you cancel. Up to the same point you can also ask to move a lesson to another time, and your teacher confirms the new time.

2. When you cancel

More than 24 hours before: you get the lesson back in full — the money goes back to your original payment method, or the pack or subscription credit goes back to your balance.
Less than 24 hours before: the lesson counts as taken (the payment or credit is used), because the teacher has kept that time for you.

3. When the teacher cancels

If the teacher cancels, for any reason, you always get a full refund or your credit back, whatever the timing. Where possible the teacher will offer you another time.

4. Missed lessons

If you don’t join within a reasonable time, the lesson counts as taken. If the teacher doesn’t join, it counts as a teacher cancellation and you get the lesson back in full.

5. Technical problems

If a lesson can’t go ahead because of a fault on our side, email hello@hispanea.appand we’ll move the lesson or give you the payment or credit back.

6. Packs and subscriptions

A returned pack credit goes back into the same pack and keeps that pack’s original expiry date.
A returned subscription credit goes back into the current billing period. Cancelling a subscription stops future renewals; past periods aren’t refunded, except under your right of withdrawal (section 7).
Unused credits can’t be exchanged for cash, except where the law requires it.

7. Your 14-day right of withdrawal

If you’re a consumer in the European Union, you can withdraw from a purchase (a lesson, a lesson pack or a subscription) within 14 days of buying it, without giving a reason.

Lessons within the 14 days: when you book a lesson that takes place within those 14 days, you are asking us to start the service before the withdrawal period ends.
After a lesson has been given: once a lesson has been fully given, you can no longer withdraw from that lesson.
Withdrawing after a lesson has started: you pay only for the part that was provided until you told us you were withdrawing, and we refund the rest.
Packs and subscriptions: if you withdraw within 14 days of buying, we refund the price minus the lessons you have already had.

To withdraw, email hello@hispanea.appwith a clear statement that you are withdrawing — you can use the model form below, but you don’t have to. We’ll refund you within 14 days of receiving it, to your original payment method. Your right of withdrawal is separate from the 24-hour cancellation rule above, which doesn’t limit it.

Model withdrawal form

To: Hispanea, hello@hispanea.app
I hereby give notice that I withdraw from my contract for the following service (lesson, lesson pack or subscription): ……
Ordered on: ……
Name: ……
Email address of my account: ……
Date: ……

8. How to cancel

Cancel from the lesson in your dashboard, or email hello@hispanea.app. Refunds go back to your original payment method through Stripe and can take a few business days to show.

9. Other refunds

Apart from the cases on this page — cancelling more than 24 hours before, a teacher cancellation, a fault on our side, and your right of withdrawal — lessons are paid in advance and aren’t refundable. There is no money-back guarantee on a first lesson. If a lesson doesn’t feel right, tell your teacher: the plan can be adjusted.

10. Your statutory rights

Nothing on this page limits the consumer rights you have under the law of the country where you live.

Contact

Email: hello@hispanea.app
Website: hispanea.app