Sherpa makes making payment for your lessons simple.
When you set up a booking on Sherpa, you'll be asked to select a payment method for the booking. You can see how this works here.
Sherpa will place a hold on your card for a lesson 24 hours before a lesson is due to start. We'll send you an email at this time to confirm how much we've charged to your card.
If you cancel a lesson with more than 12 hours notice, you'll automatically receive a full refund to your bank account within 2-3 business days.
After the lesson is successfully completed, we'll take payment from your card.
If your tutor refunds a lesson later, it'll be automatically refunded.
Have a payment you're not sure about?
Some bank statements can be delayed and show the wrong date for a payment made on Sherpa. Rest assured, that you are only ever charged when a lesson is successfully completed.
FAQS
I have some unexpected charges on my bank statement from Sherpa. What do I do?
Sherpa places a hold on your card 24 hours before a lesson is due to start. However, Sherpa only actually 'captures' those funds immediately after the lesson is completed.
As a result, the payment may not always show as 24 hours before a lesson on your bank statement, due to factors outside of Sherpa's control. This also varies significantly from bank-to-bank. Payments may show on your bank statement a few days after a lesson has taken place.
The first port of call is to check your 'Payments Page'. Here, you can see all payments that have been taken by Sherpa, and match them up to the transactions on your bank statement.
If you're unsure at all, don't hesitate to get in touch with Sherpa's customer support using the live chat in the bottom right of the website.
My payment failed. What do I do?
If your payment fails, we'll drop you an email to let you know the reason, along with a link to retry the payment.
If it's more than 12 hours until the booking, you'll be able to visit your Bookings Page to either update your payment method or retry the payment.
If there's less than 12 hours until the booking starts, we'll automatically cancel the booking to ensure your tutor receives adequate notice.
You can always set up the booking again if you'd still like it to take place.
What payment methods are accepted?
We currently accept all major debit and credit cards. We don't accept PayPal or bank transfer for payment.
When is payment taken?
Payments are automatically taken 24 hours before each lesson. They can be refunded for free up to 12 hours before a lesson starts as per our cancellation policy.
The lesson must be approved by yourself and the tutor before the booking is confirmed and payment is eligible to be taken.
What happens if I no longer want the lesson?
You can cancel a lesson for free up to 12 hours before! You'll automatically receive a refund within 1-2 business days.
Everything related to cancelling bookings and receiving refunds is covered in our cancellation policy.
Changing the duration of a lesson
If you are planning on changing the duration of your lesson, you will have to do this before the 24 hour period. Once charged, the lesson duration cannot be altered.
How can I request a refund for a lesson?
The payments are held for 48 hours in line with our payment protection to allow customers a chance to raise any complaints or dispute any charges before we pay your tutor. See our refund policy on how to argue your case for a lesson that was unfairly charged.