We pride ourselves on the quality of our tutors but we understand that there are various reasons that an online lesson might have to be refunded. In this case, you are able to request a refund with the help of this article. How to request a refund?
Once the refund request has been accepted. Sherpa processes the refund request immediately. However, after this, it can take up to 5-10 business days for the money to show up in your account.
The money leaves Sherpa instantly but is temporarily blocked on the side of your bank. Even though both parties may be UK-based, banks do this for such online transactions to fight fraud and other financial discrepancies.
We are able to give out an ARN number (unique transaction reference number) upon your request. With this, you can track your refund and contact the relevant parties if it is stuck at any point.
What about Late Cancellations?
We put a hold on your payment card 24 hours in advance for the lesson amount.
If you or your tutor cancels the lesson before it starts, the card hold will be dropped (or adjusted in line with the cancellation policy) through a reversal rather than a refund that would arrive in your account as a new transaction. The original charge on your card should disappear (or change) within 1-2 business days.
We are able to give out a STAN number (unique transaction reference number) upon your request. With this, you can track your refund and contact the relevant parties if it is stuck at any point.