Cancellations and Refunds
Teacher Cancellations
If a teacher cancels the class, the parents/learners receive a full refund of the enrolment fee. Teachers must cancel a class at least 12 hours prior to the start of the class. Any cancellations that happen after this point will trigger an automatic warning. Consecutive warnings may lead to suspension from the Zuzu platform.
If a teacher misses/skips the class, parents/learners may request and receive a full refund of the enrolment fee. Missing or skipping a class that parents/learners have registered for will trigger an automatic warning. Consecutive warnings may lead to suspension from the Zuzu platform.
Teachers must change the date or time of the class at least 12 hours prior to the start of the class. Any changes after this point will be open to disputes from customers and customers will have the right to receive a full refund if they want to.
Parent Cancellations
If a parent cancels the class 24 hours prior to the start of the class, then that particular slot for that learner gets cancelled and the parent is refunded the full amount minus a minor payment processing fee. The teacher does not receive any compensation or earning in this instance. For example - if the class slot is scheduled for March 24th at 7PM, the parent/learner can cancel the class without consequence and receive a full refund if they cancel before March 23rd, 6:59 PM.
If a parent cancels the class within 24 hours of the start of the class, then the teacher will receive a compensation of 20% of the enrolment fee for reserving a slot for that learner which they now potentially cannot replace. Continuing the same example used above - if the parent/learner cancels the class on March 24th at 9AM, then the teacher will receive a compensation of 20% of the enrolment fee.
There is an exception to the above scenario - parents/learners have a 2 hour grace period from the time of booking a class to cancel the class without any consequence for whatever reason. Continuing the above example - if the parent/learner books the class on the same day of the class start date, i.e, 24th March at 8AM, then they can cancel at any time before 24th March 10AM and receive a full refund.
Disputes
In the event that the parent/learner challenges or disputes the class, Zuzu will launch an investigation to resolve the dispute. Until the dispute is resolved, Zuzu will hold on to the enrolment fees paid by that learner/parent.