Cancellation Policy


Rescheduling/Legal Cancellations

You are allotted a fixed number of legal cancellations. (To see the number of legal cancellations for your subscription plan, log in to your account and select 'My Profile')

You may you use these legal cancellations when you need to change an appointment you have booked:
1. cancel the appointment >24 hours in advance.
2. Book a new appointment at your preferred time. 


Late/Penalty Cancellations

Any appointments canceled <24 hours in advance will reduce your available lesson units. 


Technical issues

If you are unable to see or hear the Teacher due to NEI's technical issues, we will credit your account for that 1:1. If you are unable to see or hear the Teacher due to technical issues with your computer or network (e.g. audio/video not correctly configured, slow connection), the 1:1 will still be deducted from your account.


Punctuality

The Teacher has reserved the time that you scheduled. If you connect late to the 1:1 it will still end at the scheduled time.