If for some reason you are unable to make your appointed session, italki advises that you reschedule your lesson with your teacher.
Please refer to the below rescheduling FAQ.
Only in very special circumstances in which there is agreement from BOTH the teacher and student does italki allow cancelling a lesson. Otherwise, it is best to simply reschedule your session to another day.
To request a lesson cancellation, please follow these instructions:
1. Contact your teacher
Inform your teacher that you would like to cancel the lesson. Ask your teacher to write their agreement in the lesson messages. Make sure to send a message and an email to ensure your teacher sees it. You could say:
"Hello. I am sorry, but I will not be able to reschedule. I would like to cancel this lesson. If you agree, please write your agreement in the lesson messages, and I will contact italki to request a cancellation."
2. Write in the lesson messages that you want to cancel the lesson
"I would like to cancel this lesson instead of rescheduling. I have contacted my teacher."
3. Make sure your teacher also writes in the lesson messages that they agree to cancel the lesson
"I agree to cancel this lesson instead of rescheduling."
italki staff must be able to see in the lesson messages that both teacher and student want to cancel the lesson.
4. Find the Lesson # and submit a ticket to our support team
You can use a message like this, and do not forget to include your lesson number:
"Hello, I would like to cancel Lesson# XXXXXXXXX. As you will see from the session messages, we have agreement to cancel the lesson."
What if the teacher doesn't respond?
As a courtesy, we ask that each person give the other 72 hours or 3 days to respond to a cancellation request. However, if you have tried to contact your teacher and waited, but 3 days have gone by with no response, then submit a ticket to our support team like below:
"As you will see from the lesson messages, I have contacted the teacher and waited at least 72 hours or 3 days, but there is no response. Please help me cancel this lesson."