The key points, in plain English
- Cancel a lesson 24 hours or more before it starts: full refund.
- Tutor doesn't turn up, cancels or is removed: full refund.
- Lesson more than 10 minutes short: refund for the time not taught.
- Report a problem within 3 days. We hold the tutor's payment while we look into it.
- Refunds go back to the card or account you paid with, usually within 5 to 10 working days.
- School plans: stop any time, effective at the end of the paid term. 7-day money-back on your first payment if you haven't run a live exam.
This summary helps you find your way. The full text below is what applies.
1. How paying for lessons works
- You pay through FideLearn, before lessons start, for one class or for several (up to 24). Nothing is monthly or automatic.
- We hold your money until each lesson has happened. The tutor is paid only for lessons that take place.
- After each lesson you can confirm it, or report a problem. If you do nothing, it confirms itself 3 days after it ends.
2. When you get your money back
| What happens | Refund |
|---|---|
| You cancel a lesson at least 24 hours before it starts | Full refund of that lesson |
| You cancel less than 24 hours before it starts | No refund, because the tutor kept that time for you. You can ask the tutor to move it instead. |
| The tutor cancels, or doesn't turn up (no check-in) | Full refund of that lesson |
| The lesson runs more than 10 minutes short of the time you paid for | Refund for the minutes not taught |
| The tutor is suspended or leaves FideLearn | Full refund of every lesson not yet taught |
| FideLearn's systems fail and the lesson can't happen | Full refund, or a new time if you prefer |
| You report a problem within the confirmation period and we uphold it | Full or part refund, depending on what happened |
| You paid twice, or were charged in error | Full refund of the extra amount |
| A group class is cancelled by the tutor | Full refund of the sessions not held |
3. Moving a lesson
A lesson can be moved by agreement between you and the tutor at least 12 hours before it starts. Use the booking page, so the new time is recorded and protected. Moving a lesson doesn't change its price.
4. Reporting a problem
Use the Report a problem button on the lesson within 3 days of it ending, and tell us what happened. We look at the records we hold (booking, check-in and check-out times, classroom join times and recording, and messages), may ask both you and the tutor for information, and usually decide within 5 working days. While we review, the tutor's payment for that lesson is held. Our decision on refunds from money we hold is final, without affecting your legal rights.
5. How and when refunds are paid
- Refunds go back to the card or bank account you paid with, through Paystack. We cannot refund in cash or to a different person.
- We start the refund within 2 working days of it being agreed. Banks normally take 5 to 10 working days to show it, sometimes longer.
- You will receive an e-mail and see the refund on your booking and receipt.
- Payments made outside FideLearn can't be refunded by us. Never pay a tutor directly.
6. School plans
- The free plan has no charge. Paid plans are paid in advance for each term or year.
- You can stop at any time. Your plan then ends at the end of the term or year you have paid for, and won't renew. We don't refund the unused part of a term or year you have started, except as below.
- If you change your mind within 7 days of first paying for a plan, and you haven't run a live exam on it, we refund the full amount.
- If we charged you in error, or twice, we refund the extra amount in full.
- If FideLearn's online service is unavailable for a long period because of our fault (more than 3 working days in a term), we give a fair credit or pro-rata refund on request.
- Where these terms or the law give a right to a refund, it is paid back to the account you paid from.
7. Free services
FideLearn Schools (the directory) and listing a school are free, so there is nothing to refund. Payments a family makes to a school it found on FideLearn are between the family and that school. FideLearn does not collect them and can't refund them.
8. Asking for a refund
For lessons, use the buttons on your booking page, which is fastest. For anything else, write to hello@fidelearn.com with your booking or receipt number. If you are not happy with how we handled your request, see section 16 of our terms. You may also contact the Federal Competition and Consumer Protection Commission.
Questions about this page? Write to hello@fidelearn.com. We usually reply within two working days.
FideLearn, a Nigerian education technology business. These pages are written in English. If they are translated, the English version applies.