Cancellation, Absence, and Disputes

1. Free cancellation: cancellation completed more than 24 hours before class returns the deducted hour to the relevant learner balance.
2. Late cancellation: cancellation 24 hours or less before class consumes the hour because the teacher reserved the teaching time.
3. Learner absence: failure to attend or meet normal class conditions generally consumes the hour.
4. Teacher cancellation: a teacher cancellation or failure to deliver does not consume the learner hour; any deduction is returned and the institution may reschedule.
5. Technical incidents: classroom entry, device, network, and communication evidence is retained for support review. A one-sided device or network problem does not automatically qualify for a return.
6. Completion and consumption: completion creates the service-hour consumption record. Any manual return or adjustment requires a reason and audit trail.
7. Dispute window: the institution should submit evidence within 24 hours after a completion or exception status. A late dispute may be resolved from the existing record.
8. Teacher earnings: completion first creates pending teacher earnings, which become eligible for settlement only after the 24-hour dispute period and resolution of open disputes.
9. Duplicate or conflicting requests: class IDs, hour-ledger entries, and handling records control reconciliation. Duplicate requests do not create duplicate returns or deductions.

Updated: August 28, 2026