If the lesson problem and solution are declined, the lesson is in dispute. italki will send emails to both parties, asking for evidence to resolve the dispute. Both student and teacher should submit evidence including communication records and screenshots within 3 days from the date of the dispute. Our support team will settle the italki credits based on the materials provided in 3 days from the date of the dispute. All italki decisions are final.
We suggest that you discuss lesson issues with your teacher before reporting a lesson problem to avoid disputes.
If you choose to reschedule your lesson by reporting “there was a problem”:
Please make sure that you select a new date and time once you and the teacher both agreed to "reschedule the lesson" as a resolution. When a proposed new time is agreed upon, the lesson is rescheduled.
If you choose to reschedule your lesson by reporting “there was a problem” but not proposing a new date and time for the lesson, italki will take the following steps to solve the lesson problem and distribute the credits:
- Neither student nor teacher proposed a new time/date
If in 7 days neither student nor teacher proposes a new time/date, the lesson will be canceled and the italki Credits will be evenly split between the student and the teacher. (italki will charge the 15% commission from the teacher's side)
- One party proposed a new time/date and the other party did not respond
If one party proposed a new time/date and the other party fails to respond (Accept/Decline/Modify the date and time) in 7 days, when the proposed new time/date comes, the rescheduling request will expire. The Lesson Credits will be transferred to the one who proposed the new date and time.
Be aware the party that fails to respond to a reschedule request will receive a ”no-show” after the lesson problem is resolved.