If you can't make a lesson, you can message your tutor to find another time, or cancel the lesson. Lessons more than 48 hours away are cancelled straight away. Closer than that, your tutor has to agree.
1. Open Can't make it?
Open the lesson (from Home or Lessons) and select Can't make it? (1).
In Lessons you can also select ⋯ on the lesson's row, then Can't make it? (1).
A panel opens with the lesson's subject, date and time, and up to three choices. Each choice says what will happen before you commit.
On a phone the panel opens from the bottom of the screen:
2. Ask your tutor to move it
Select Message followed by your tutor's name (1). Your conversation with your tutor opens with a message already written for you (1), for example "Hi Tara, I can't make our Physics lesson on Sun 18 Oct 2026 at 10:00. Could we find another time?"
Change the message if you like, then select Send. Nothing is cancelled until you or your tutor cancel the lesson.
3. Cancel a lesson more than 48 hours away
Under Cancel this lesson the panel says "More than 48 hours' notice: the lesson is cancelled straight away and you won't be charged for it." (2)
Select Cancel this lesson… (3).
Add a Reason if you like. Your tutor will see it.
Select Cancel lesson (1). Keep lesson goes back.
You see "Lesson cancelled." The lesson now shows Cancelled with your reason, and under Billing the Payment status reads Not charged.
4. Ask to cancel a lesson less than 48 hours away
Closer to the lesson, the panel says "This lesson is less than 48 hours away, so your tutor has to agree before it's cancelled. Until they do, it may still be charged." (1)
Select Cancel this lesson….
Add a Reason if you like.
Select Ask to cancel lesson (1).
You see "Cancellation request submitted." The lesson shows Cancellation requested and "You have asked to cancel this lesson." Until your tutor accepts, the lesson stays scheduled.
5. Cancel from the lesson's cancel page
The ⋯ menu on a lesson in a reservation's schedule offers Cancel lesson, which opens a separate page. At the top it says what cancelling will cost (1), using the same 48-hour rule as Can't make it?. Below that are the tutor, subject, level and time, and a Reason box.
More than 48 hours away: the page says "You won't be charged for this lesson". Select Cancel lesson (2), then confirm with Yes, cancel lesson.
Less than 48 hours away: the page says "Your tutor has to agree to this cancellation". The button reads Ask to cancel lesson. Confirm with Yes, ask to cancel.
The confirmation repeats what will happen. Keep lesson in the confirmation, or Back on the page, leaves the lesson booked.
Good to know
Cancel the whole plan in the panel cancels the whole reservation. See Cancel a reservation.
Until your tutor agrees to a late cancellation, the lesson stays booked and may still be charged. Message them if you need an answer quickly.
A cancelled lesson you weren't charged for shows Not charged in Lessons and on the lesson page.