Refund & Rescheduling Policy

Every lesson – whether a single lesson or part of a bundle – is booked for a specific date and time you choose with your tutor. 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.

• 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, that session is forfeited – the lesson, or the bundle hour, is used up.

Sessions you miss without rescheduling (no-shows) are not refunded or re-credited. Please reschedule in good time instead.

If you miss a lesson 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. At our discretion we may reinstate the missed hour(s) so you can rebook them.

You are fully protected. If a tutor cancels, or our attendance records show the tutor did not join the lesson (or left almost immediately), the session is put right at no cost to you. By default we add the full value of the lesson to your account as Bantu Plaza credit, so you can rebook straight away – with the same tutor or a different one – and the credit is applied automatically at checkout.

Prefer your money back instead? While the credit is unused you can request a cash refund to your original payment method from your dashboard. Cash refunds are processed within 7 business days.

Because lessons are booked for set times, a lesson you cancel is not refunded – please reschedule instead (see above) so you do not lose the session. When a student cancels, a share of the lesson fee may be paid to the tutor as compensation for the time they set aside.

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 where you request a cash refund as described above.

A bundle is a block of prepaid hours with one tutor (4, 8, 12 or 16 hours), booked as a fixed weekly schedule across 4 weeks at the times you choose. The rescheduling and missed-lesson rules above apply to each session in the bundle.

Your first lesson with a new tutor is a 30-minute trial at the tutor’s trial price – a low-cost way to meet a tutor and decide whether to continue, with no obligation to book further lessons. Trial lessons are paid in full and are non-refundable once the lesson has taken place. You can switch to a different tutor free of charge at any time.

Reschedule from the Lessons tab of your dashboard, or email info@bantuplaza.com with your order number. Where we make a cancelled lesson right, we add account credit by default so you can rebook quickly; if you ask for cash instead, it is processed within 7 business days to the original payment method.

Under section 96 of the Consumer Protection Act, 2018 you may refer a dispute we cannot resolve to the Consumer Protection Office of the Ministry of Trade and Industry, Botswana.