If you encounter a problem with your lesson, such as you or the other party missing or being late to the lesson, or any of you facing technical issues, please communicate to each other and then use the “there was a problem” button when the lesson time passes.
Both the student and teacher can report a lesson problem within 3 days of the lesson finishing. If you would like to report that the student missed the lesson, please make sure that you have waited for your student the entire booked lesson time. For details please refer to the Lesson Policy.
italki will only resolve issues in extreme cases where a student and teacher cannot agree on a resolution and it becomes a dispute.
Here’s how to report a lesson problem:
- Click “There was a problem” and then select a problem and the desired resolution.
- After submitting, the other party has up to 7 days to respond.
- If the other party accepts or does not respond, the problem will be resolved according to your request.
- If the other party declines, the lesson will be recorded as a "dispute" and will need to handled by italki.
italki mediates disputes by taking a look at all the evidence and circumstances surrounding the dispute. italki makes their final decision based on supporting evidence including:
Lesson Problem Report
The lesson problem report submitted by the party reporting the problem.
Messages and Chats
In addition to the lesson problem report, we will also look into communications between the teacher and student in their messages and interactions on italki.
Sources outside of the italki system (such as Skype chat, screenshots) will sometimes come into play if the above information is not sufficient.
Based on the above evidence italki will arbitrate the dispute. Outcomes vary based on the specific situation. The Credits could be returned in full to the student, released in full to the teacher, split between the two parties, or the lesson could be rescheduled.
All italki decisions are final.