Cancellation Policy

Overview

This policy describes how cancellations, refunds, and no-shows are handled for sessions booked through Lumora. By completing a booking, you agree to these terms.

Lumora is a booking platform. Independent tutors deliver sessions — Lumora is not a tutoring agency. Where this policy references tutor actions (approving, declining, or initiating a cancellation), those are decisions made by the individual tutor, not by Lumora.

Parent-Initiated Cancellations

At least 24 hours before the session

If you submit a cancellation request at least 24 hours before the scheduled session start time, the cancellation is approved automatically and a full refund is issued to your original payment method. You do not need to wait for tutor approval. The session slot is released.

The 24-hour threshold is based on the actual scheduled start time of the session, not your local display time. Exactly 24 hours before counts as early.

Less than 24 hours before the session

If you submit a cancellation request less than 24 hours before the session, the request is sent to your tutor for review. You are not guaranteed a cancellation or a refund. The booking remains confirmed and the slot remains unavailable while the request is pending.

Your tutor can take one of three actions:

• Approve with refund — The session is canceled and a full refund is issued.
• Approve without refund — The session is canceled but no refund is issued (late cancellation).
• Decline — The request is not approved. The session remains scheduled and no refund is issued.

If your tutor does not respond before the session start time, the request expires automatically. An expired request does not cancel the session. The normal post-session lifecycle continues, and no refund is issued.

Tutor-Initiated Cancellations

If your tutor cancels a session, a full refund is issued automatically to your original payment method regardless of how close to the session the cancellation occurs.

No-Shows

If you do not attend a confirmed session, your tutor may mark the booking as a no-show for their records. Any questions about payment or next steps should be handled directly with your tutor.

Rescheduling

Rescheduling is available for confirmed future sessions through your booking management page. You can request a new time from your tutor's available slots. Your original session time remains confirmed until the tutor approves the reschedule request. There is no automatic refund for reschedules — the booking continues under the same payment.

Refund Processing

Where a refund is applicable, it is initiated automatically through Stripe. Final posting to your bank account or card typically takes 5–10 business days depending on your payment provider. Lumora does not control the posting timeline and cannot accelerate it.

Refunds are issued to the original payment method used at checkout. If the original payment method is no longer available, contact your tutor directly to arrange an alternative.

Session Bundles (Credits)

Sessions paid with a session bundle (credits) follow the same cancellation timeline. For early cancellations, the credit is restored to your bundle balance. For approved late cancellations without a refund, no credit is restored. Contact your tutor if you have questions about your bundle balance.

Contact

Questions about a specific cancellation or refund? Contact your tutor directly through your booking management page. For platform-level support, reach us at support@booklumora.com.