I can’t attend a lesson and there’s no option to cancel it
On italki, cancellation or reschedule within 24h is not allowed. Each time slot of a teacher needs to be booked in advance and can only be booked once. If you can't take a lesson, make sure you're notifying your teacher at your earliest convenience. Talk with your teacher and see if a refund or rescheduling can be arranged. If your refund request is not agreed upon, your teacher is entitled to receive full payment.
To receive an agreed refund or reschedule the lesson, you can visit your lesson page and report a problem after the lesson time.
My teacher didn't show up
If in rare cases - teachers didn't attend a lesson without giving prior notice due to technical issues or personal emergencies - or there are other problems with your lesson, after the lesson, you can report a problem and let us know what happened.
How can I report a lesson problem?
Click "My Lessons" and find the problematic lesson under the "Waiting" category.
Click “there was a problem” on the right side of the lesson page (Why can't I find the "there was a problem" button?)
Select the lesson problem and a solution - rescheduling the lesson (if you have reached an agreement with your teacher) / return the credits to the students / transfer the credits to the teacher (if you did not attend the lesson or have finished the lesson with your teacher at another agreed time).
- Click "Confirm" and wait for the reply.
I've reported a problem. What now?
When a lesson problem is reported and a solution proposed, the other party has 7 days to respond to the request.
- If the lesson problem and solution are accepted, the lesson problem will be resolved in accordance with the solution proposed when the problem was reported.
Note that if both have agreed to "reschedule a lesson", the lesson can no longer be canceled but should proceed with a new date and time. Should there be further issues, you can report a problem again after the new lesson date and time.
- 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 dispute team will settle the italki credits based on the materials provided in 3 days since 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.
Why can't I find the "there was a problem" button?
A lesson will be automatically confirmed as completed after three days of the lesson time. Lesson credits will be transferred to the teacher. So students and teachers have three days to report a lesson problem.
If there is an issue with your lesson, make sure your stay in touch with your teacher, or turn to italki in time to solve the problem.
I have submitted a wrong lesson problem/resolution. Can I undo and select a new one?
Information submitted to italki, unfortunately, cannot be withdrawn. You may ask your teacher to decline your request. Our Dispute Team will follow up and settle the lesson problem based on your agreement by selecting the right options.
If you need to contact customer support, please provide your lesson ID.