Refund & Rescheduling Policy

Every lesson – whether a single lesson, a group-class seat or part of a bundle – is booked for a specific date and time. Please treat each session like a standing appointment: join it from your dashboard at the scheduled time (you can join from 15 minutes before the start). We email you a reminder before each session.

A lesson must be booked at least 12 hours before it starts, so that you and your tutor both have time to prepare. Time slots less than 12 hours away are not available to book.

• More than 12 hours before a lesson: you can reschedule it yourself from your dashboard, subject to your tutor’s availability.
• Within 12 hours of the start: a change is only possible with your tutor’s agreement and availability. If your tutor cannot accommodate it, you can cancel under the short-notice rule below.

If you cancel within 60 minutes of paying, you get a full refund to your original payment method, even if the lesson is due to start within the next 12 hours. If the lesson was booked from a bundle, the lesson is returned to your bundle instead. After that first hour, the normal rules below apply.

• 12 hours or more before the start: you get a full refund to your original payment method. If the lesson was booked from a bundle, the lesson is returned to your bundle instead. No fee is charged and your tutor is not paid, because the time is freed for them to rebook.
• Less than 12 hours before the start: a short-notice charge of 50% of the lesson price applies. It is paid to your tutor, in full, to compensate them for the time they reserved for you and are unlikely to rebook at short notice. The other 50% is refunded to your original payment method. If the lesson was booked from a bundle, the lesson is used and 50% of its value (the bundle price divided by the number of lessons in the bundle) is added to your account as credit.

You can cancel from the Lessons tab of your dashboard or by emailing info@bantuplaza.com. The time we receive your cancellation is the time that counts.

If you do not join a lesson and did not cancel or reschedule it, the lesson is charged in full and your tutor is paid for the time they kept free. It is not refunded or re-credited.

If you miss or cancel a lesson late because of a genuine emergency – for example a bereavement, a hospital stay or a comparable serious event – email info@bantuplaza.com with brief details as soon as you can. We may reinstate the lesson or refund the charge.

You are fully protected. If a tutor cancels at any time, or our attendance records show the tutor did not join the lesson (or left almost immediately), you do not pay for that lesson. You choose how it is put right:

• a full refund to your original payment method; or
• the full value as Bantu Plaza account credit, so you can rebook straight away with the same tutor or a different one (for a bundle lesson, the lesson is returned to your bundle).

If we add credit and you later prefer your money back, you can request a cash refund of that credit at any time while it is unused, including after it would otherwise expire.

A group-class seat follows the same cancellation rules as a single lesson. If a group class is cancelled or rescheduled by the tutor or by Bantu Plaza (for example because too few students enrolled), you get a full refund of your seat, or account credit if you prefer.

Every tutor has a short intro video on their profile so you can hear how they speak and teach before you book anything. There is no obligation to book a second lesson with the same tutor, and you can switch to a different tutor free of charge at any time. A lesson that has already taken place is paid in full and is non-refundable, unless the tutor did not deliver it.

A bundle is a pack of prepaid lesson credits with one tutor, sold at a discount. One credit pays for one standard lesson, which you book with your tutor for a set date and time, just like a single lesson.

• 5-lesson bundle (8% off): all 5 lessons must be used within 1 month of purchase.
• 10-lesson bundle (15% off): all 10 lessons must be used within 3 months of purchase.

Lessons that have not been used by the end of that period expire. Expired lessons are not refunded or re-credited, so please book your lessons early enough to fit them in.

7-day cooling-off. You can cancel a bundle within 7 days of buying it for a full refund, as long as none of its lessons has taken place yet. Once the first lesson has taken place at your request, this cooling-off right ends.

Each lesson booked from a bundle follows the same rules as a single lesson: cancel or reschedule 12 hours or more before the start and the lesson goes back into your bundle; cancel with less than 12 hours’ notice and the short-notice rule above applies. If your tutor cancels or does not show up, the lesson is returned to your bundle. If your tutor stops teaching on Bantu Plaza before your bundle expires, we refund your unused lessons or, if you prefer, help you move them to another tutor.

A gift card you have bought can be cancelled within 7 days of purchase for a full refund, as long as it has not been redeemed. Credit added to your account is redeemable against any tutor on Bantu Plaza, is applied automatically at checkout, and is valid for 12 months from the day it is issued. Credit has no cash value, except that credit given in place of a refund (for example after a tutor cancellation) can be exchanged for a cash refund on request.

Study guides, language packs and interactive lessons are digital content. You access them online from your Bantu Plaza account (your student dashboard) for as long as you own them; they are not supplied as files to download.

7-day cooling-off. You can cancel a digital purchase within 7 days of buying it for a full refund, as long as you have not opened or started using the content. At checkout we ask you to confirm that you want access to start straight away and that you understand you lose this cooling-off right once you start using the content.

Faulty content. If digital content you bought is faulty, does not work as it should, or is not as described, email info@bantuplaza.com with your order number. We will put it right or, where we cannot, refund you. This applies whether or not you have started using it. If a purchase is refunded, access to that content ends.

If you live in the EU or the UK, the cooling-off periods above are 14 days instead of 7 days, and you keep any other right to withdraw that the law of your country gives you. Where you ask us to start a service within that period and then withdraw, you may be asked to pay for the part already provided.

Refunds go back to the payment method you used (for example your PayPal account). We process them within 7 business days of approving them, and in any case within 30 days of your cancellation. Your bank or PayPal may take a few extra days to show the money.

Use the Lessons tab of your dashboard, or email info@bantuplaza.com with your order number.

Please contact us first so we can try to put things right. If we cannot resolve your complaint, you may refer it to the Competition and Consumer Authority of Botswana, which handles consumer complaints under the Consumer Protection Act, 2018. If you live outside Botswana, you may also be able to contact the consumer authority in your own country.