Refund and Cancellation Policy
When lessons, trial lessons, packages, group seats and software plans are refunded, how much, how fast, and how to ask.
Version 1.2 · effective 19 September 2026 · code T3 · All legal documents
The same rules apply to every tutor on Testlyn. This policy is part of the Terms of Service and the Marketplace Terms for Students. If you paid in Vietnamese dong by bank transfer, your refund is made by 8020 English under the same rules, as set out in the Terms for Students in Vietnam.
1. Summary
| What you bought | Full refund when | No refund when |
|---|---|---|
| Lesson or trial lesson | You cancel at least 12 hours before the start. The tutor cancels, at any time. The tutor does not join within 10 minutes of the start and you report it within 24 hours (section 5). The lesson could not take place because of the tutor's connection or equipment. | You cancel less than 12 hours before the start. You do not attend, or join more than 15 minutes late without telling the tutor. |
| Lesson booked from a package | Same as above, but the hour goes back into your package instead of money going back to your card. | Same as above; the hour is used. |
| Package of hours | Within 14 days of purchase, for the hours you have not used. | After 14 days. Unused hours stay usable until the package expires. |
| Seat in a group course | The tutor cancels the course. The course is not confirmed. You leave at least 48 hours before the first session and the course is not yet confirmed. | After the tutor confirms the course, or less than 48 hours before the first session. |
| Teach Pro or Center plan | You cancel a yearly plan within 30 days of payment: unused full months are refunded. | Monthly plans: no refund for the current month; access runs to its end. |
2. How to cancel
- Lessons and seats: open My lessons and press Cancel next to the lesson, or Leave next to the group course.
- Packages: open My lessons and press Refund unused hours.
- Tutors cancel from Teach → Tutor profile → Lessons or Group classes.
- Plans: Teach → Settings → Plan.
- If a button does not do what this policy says, email [email protected] with the lesson time or receipt and we apply the policy by hand.
The time of cancellation is the time our system records when you press the button, compared with the lesson's start time in UTC.
3. How much you get back
- Lessons, trials and seats: the full amount you paid, including any tax. Testlyn does not deduct its payment fees.
- Package hours: the price you paid for the package divided by its number of hours, multiplied by the unused hours. Example: 10 hours for $142.50, 3 hours used, refund = $142.50 ÷ 10 × 7 = $99.75. After a partial refund the package is closed.
- Hours returned to a package after a timely cancellation keep the package's original expiry date.
- Yearly plans: yearly price ÷ 12 × full months not yet started.
- Refunds are made in the currency and to the payment method you used. We cannot refund to a different card or person.
4. How long a refund takes
| Paid by | Refund sent | Money visible |
|---|---|---|
| Card through Stripe | Immediately when you cancel, or when we decide a complaint | Usually 5 to 10 business days, depending on your bank |
| Bank transfer in VND to 8020 English | Within 3 business days to the bank account you give 8020 English | Usually the same or next business day after sending |
If a card refund has not appeared after 10 business days, write to us and we will send the refund reference so your bank can trace it.
5. Attendance and no-shows
These rules follow common practice on tutoring marketplaces: the tutor has reserved the time for you, so a missed lesson is paid; a tutor who does not come is never paid.
If you do not attend
- A lesson still ends at its scheduled time if you join late.
- If you have not joined 15 minutes after the start and have not messaged the tutor, the tutor may mark you absent. The lesson counts as delivered, a package hour is used, and nothing is refunded. We email you when this happens.
- If you were in fact there and the tutor was not, press Tutor didn't show in My lessons within 24 hours after the scheduled end. The case goes to Testlyn and we decide within 7 days.
- A tutor may choose to offer you a free replacement lesson. That is their decision, not a right under this policy.
If the tutor does not attend
- From 10 minutes after the start until 24 hours after the scheduled end, press Tutor didn't show next to the lesson in My lessons. Do not press Confirm lesson happened.
- The tutor's payment for that lesson is held, and the tutor has 24 hours to press I taught this lesson if they disagree.
- If the tutor does not respond, the lesson is cancelled and you are refunded in full automatically: to your card, as an hour back in your package, or by 8020 English within 3 business days for VND payments. A missed trial does not count as one of your trials.
- If the tutor disputes it, Testlyn checks the lesson room log and the messages between you and decides within 7 days.
Confirming a lesson
Press Confirm lesson happened after a good lesson. The tutor is paid straight away. If you do nothing, the lesson is confirmed automatically 24 hours after its scheduled end (48 hours if neither of you marked it), and after that it can no longer be reported as a no-show from My lessons.
What happens to tutors who miss lessons
A tutor who cancels less than 12 hours before a lesson, or does not attend, gets a mark on their record. In any 60 days, 3 late cancellations, 2 no-shows or 1 missed trial hide the tutor from search for 14 days; repeated suspensions lead to the account being closed. Late cancellations that the student asked for do not count.
6. Other problems in a lesson
For anything else, write to [email protected] within 24 hours after the lesson's scheduled end, with the lesson time and what happened.
| What happened | What you get |
|---|---|
| Tutor did not appear, or joined more than 10 minutes late | Use Tutor didn't show (section 5): full refund, or the hour back in your package |
| Lesson impossible or cut by more than half because of the tutor's connection or equipment | Full refund or a free replacement lesson, as you choose |
| Tutor behaved in a way that breaks the Code of Conduct | Full refund, and we act on the tutor's account |
| Lesson took place but you were not satisfied | We review the booking, messages and any evidence, and may offer a partial refund or a replacement lesson |
| Problem on your side (your connection, you were late) | The lesson counts as delivered |
We may hold the tutor's payment for that lesson while we review, and we decide within 7 days. If we have already paid the tutor, we may recover the amount from their future earnings.
7. Tutor needs to move a lesson
A tutor who cannot teach at the booked time cancels the lesson, and you are refunded in full or get the hour back in your package, whenever they cancel. You can then book another time. If you want to move a lesson that starts in less than 12 hours, ask your tutor by message: if they agree, they cancel it for you (you are refunded in full) and you book the new time.
8. Package expiry
The expiry date of each package is shown in My lessons. Hours unused at expiry lapse and are not refunded, unless the tutor stopped offering lessons before the expiry date, in which case unused hours are refunded in full.
9. When a tutor leaves Testlyn
If a tutor's profile is closed, every future lesson with that tutor is cancelled and refunded, and unused package hours with that tutor are refunded in full, whatever the date of purchase.
10. Chargebacks
Please write to us before asking your bank to reverse a payment. We can almost always refund faster than a bank dispute. While a chargeback is open, we may pause new bookings on your account. If a chargeback is decided in your favour for a payment we had already refunded, we may recover the duplicate amount.
11. Your legal rights
Nothing in this policy limits a refund, withdrawal or cancellation right that you have under the consumer protection law of the country where you live. If such a law gives you more, you get more.
12. Contact
[email protected] · Testlyn LLC, 30 N Gould St Ste N, Sheridan, WY 82801, USA · For payments in VND: 8020 English, Zalo +84 332 747 169.