LETO Class

Legal

Dispute & Refund Policy

This Dispute & Refund Policy forms part of the Terms of Service and governs cancellations, refunds, and dispute resolution on the LETO Class platform.

1. OVERVIEW

LETO Class uses an escrow-based payment system to protect both Students and Tutors. When you book a lesson:

1. Funds are reserved from your Wallet into Escrow when the booking is created;

2. Funds remain in Escrow until the lesson is completed;

3. After completion, a 48-hour cooldown period allows time for any issues to be raised;

4. After the cooldown, funds are released to the Tutor (minus Platform fees).

This system ensures that Students only pay for lessons that occur, and Tutors are protected from non-payment for confirmed bookings.

2. CANCELLATION POLICY

2.1 Applicable Policy

The cancellation policy in effect at the time your booking is confirmed will apply to that booking. If we update this policy, existing confirmed bookings will continue to be governed by the policy that was in place when you made the booking.

2.2 Student Cancellation

If you are a Student and need to cancel a booking, your refund depends on how much notice you provide:

Cancellation Timing Refund to Wallet* Tutor Receives

More than 24 hours before lesson 100% 0%

12 to 24 hours before lesson ~50%** 50% (net of Platform Fee)

Less than 12 hours before lesson 0% 75% (25% Platform Fee)

** Refund amount is calculated after deducting the Platform Fee (net of Platform Fee).

Cancellation timing is calculated from the scheduled start time of the lesson. For example, if your lesson is scheduled for 3:00 PM on Tuesday:

(a) Cancelling before 3:00 PM on Monday (\>24h): 100% refund;

(b) Cancelling between 3:00 PM Monday and 3:00 AM Tuesday (12-24h): 50% refund;

2.3 Tutor Cancellation

If a Tutor cancels a confirmed booking:

(a) The Student receives a 100% refund to their Wallet;

(b) The Tutor receives a cancellation penalty badge visible on their profile for 7 days;

We understand that emergencies happen. If you are a Tutor and need to cancel due to an emergency, please contact us as soon as possible and we will handle it on a case-by-case basis.

2.4 How to Cancel

To cancel a booking:

1. Go to your Bookings page;

2. Find the booking you wish to cancel;

3. Click "Cancel Booking";

4. Confirm the cancellation.

Refunds are processed automatically and credited to your Wallet immediately upon cancellation.

3. NO-SHOW POLICY

3.1 Definition of No-Show

A "no-show" occurs when one party fails to join the scheduled video call within 15 minutes of the lesson start time without prior cancellation.

3.2 Student No-Show

If a Student fails to join the lesson:

(a) The lesson is considered completed;

(b) The Tutor is entitled to 75% of the lesson amount (25% Platform Fee applies);

Evidence: The Platform logs when participants join video calls. A Tutor no-show claim requires evidence that the Tutor joined and waited for the Student.

3.3 Tutor No-Show

If a Tutor fails to join the lesson:

(a) The Student receives a 100% refund to their Wallet;

(b) The Tutor receives a no-show penalty (equivalent to a cancellation penalty);

Evidence: The Platform logs when participants join video calls. If the Student joined and the Tutor did not, this is automatically flagged.

3.4 Technical Failures

If a lesson cannot take place due to technical issues (e.g., video platform outage affecting both parties):

(a) The parties should first attempt to reschedule;

(b) If rescheduling is not possible, either party may request a review;

(d) Decisions are made on a case-by-case basis, typically resulting in a full refund or rescheduled lesson;

(e) No penalty is applied to either party for genuine platform technical failures.

Note: Issues with your own internet connection or equipment are not considered platform technical failures. We recommend testing your setup before lessons.

3.5 Partial Lessons

If a lesson is interrupted or ends early:

(a) If the Tutor ends the lesson early without valid reason, a proportional refund may be issued based on the time actually delivered;

(b) If the Student leaves early, no refund is provided;

(c) If both parties mutually agree to end early (not due to fault or technical issue), the Tutor keeps the full amount unless both parties agree otherwise;

(d) In cases of platform technical failure (confirmed by our status logs), either a full refund or rescheduling will typically be offered.

Default rule for fault-based early endings: Where a lesson ends early due to Tutor fault or platform failure (not mutual agreement), and less than 50% of the scheduled time was completed, a full refund is typically issued. Where 50% or more was completed, a proportional refund may apply. The final decision rests with the Platform based on the circumstances.

Evidence: Call duration logs are used to determine the actual lesson length.

4. DISPUTES

4.1 When to Raise a Dispute

You may raise a dispute if:

(a) A lesson did not take place as scheduled through no fault of your own;

(b) There was a significant issue with the lesson that was not resolved directly with the other party;

(d) You have concerns about a transaction or payment.

Before raising a formal dispute, we encourage you to try to resolve the issue directly with the other party through the Platform's messaging system.

4.2 Dispute Timeline

Important: Disputes must be raised within the 48-hour cooldown period after lesson completion.

Once funds have been released to the Tutor after the cooldown period, it becomes significantly more difficult to process refunds. If you have an issue with a lesson, please raise it promptly.

4.3 How to Raise a Dispute

To raise a dispute:

1. Contact our support team at support@letoclass.com;

2. Include your booking reference number;

3. Describe the issue clearly and concisely;

4. Provide any relevant evidence (screenshots, messages, etc.).

4.4 Evidence

When reviewing disputes, we may consider:

(a) Video call logs (join times, duration, participants);

(b) Messages between the parties;

(d) Booking details and transaction history;

(e) Previous dispute history of both parties.

Please note: We cannot access the content of your video calls. Any recordings must be provided by the parties involved and should be made with appropriate consent. We process call metadata (join times, duration, participants) for the purposes of contract performance and dispute resolution in accordance with our Privacy Policy.

4.5 Review Process

Our dispute resolution process:

1. We acknowledge receipt of your dispute within 24 hours;

2. We review the evidence and may contact both parties for additional information;

3. We aim to reach a decision within 5 business days (complex cases may take longer);

4. Both parties are notified of the outcome and any resulting actions.

4.6 Resolution Options

Depending on the circumstances, dispute resolutions may include:

(a) Full refund to the Student's Wallet;

(b) Partial refund to the Student's Wallet;

(d) Voucher or credit for a future booking;

(e) Warning or penalty applied to either party;

(f) Account restrictions or suspension for policy violations.

4.7 Platform Authority

The Company's decision on disputes shall be final for the purposes of our internal dispute resolution process. We aim to be fair and balanced in all decisions, taking into account the evidence provided and the circumstances of each case.

This internal resolution process does not affect your statutory rights or your right to seek remedies through courts, consumer protection authorities, or other legal means available under applicable law.

5. REFUNDS

5.1 Refund Destination

All refunds are credited to your Wallet balance, not to your original payment method. This allows you to use the refunded amount for future bookings immediately.

If you wish to withdraw refunded funds from your Wallet to your original payment method, please refer to the Payments & Wallet Terms for withdrawal procedures.

5.2 Refund Timing

Refund processing times:

(a) Automatic refunds (from cancellations): Credited to Wallet within minutes;

(b) Dispute refunds: Up to 5 business days after decision;

5.3 Non-Refundable Situations

Refunds are generally not provided for:

(a) Lessons that took place as scheduled;

(b) Student no-shows (Tutor joined, Student did not);

(d) Dissatisfaction with teaching style or quality (unless there is a policy violation);

(e) Disputes raised after the 48-hour cooldown period has ended and funds have been released.

We encourage Students to review Tutor profiles, ratings, and reviews carefully before booking.

6. SPECIAL CIRCUMSTANCES

6.1 Rescheduling

If both parties agree to reschedule a lesson instead of cancelling:

(a) The original booking should be cancelled;

(b) A new booking should be made for the new time;

You can reschedule up to 2 times per booking by using the reschedule flow in your Calendar.

6.2 Multiple Lessons / Packages

If you have booked multiple lessons:

(a) Each lesson is treated as a separate booking;

(b) Cancellation and refund policies apply to each lesson individually;

6.3 Fraudulent Activity

If we detect fraudulent activity (including but not limited to fake bookings, collusion to abuse refund policies, or chargeback fraud):

(a) We may immediately suspend the accounts involved;

(b) Funds may be held pending investigation;

(d) We may report fraudulent activity to relevant authorities.

7. CONTACT

For questions about this policy or to raise a dispute, please contact us:

Email: support@letoclass.com

When contacting us about a specific booking or dispute, please include your booking reference number to help us assist you faster.

* * *