Refund & Payment Policy

When you pay for lessons, your payment is converted into lesson hours credited to your balance with the specific teacher you bought them for. Booking a lesson deducts the corresponding hours; cancelling an eligible lesson returns them. All card payments are processed securely by Stripe — Ourguid never stores your card details.

More than 12 hours before the lesson: cancel or reschedule free of charge. The hours return to your balance immediately and can be used to book again with the same teacher.

Less than 12 hours before the lesson: the teacher has reserved this time for you, so late cancellations and no-shows are charged and the hours are not returned. If something serious and unforeseeable prevented you from attending, contact us and we will review it case by case.

If your teacher cancels or does not show up: your hours are always returned in full. If it was a trial, contact us and we will help you book with another teacher or refund your payment.

If you are not satisfied with your trial lesson, contact us within 7 days and we will either offer a trial with a different teacher or refund the trial payment to your original payment method — your choice.

You may request a refund of a completely unused package to your original payment method within 14 days of purchase. Once any hour from a package has been used, the remaining hours stay available as lesson credit with your teacher and do not expire, but are no longer refundable in money except where required by law.

Approved refunds are issued to your original payment method through Stripe. Depending on your bank, it can take 5–10 business days for the amount to appear on your statement.

Email us at company@ourguid.com from the address linked to your account, with the lesson or payment concerned and a short description. We respond within 3 business days.