1. Scope of This Policy
This policy applies to one-to-one online lessons, group classes, courses and tutoring services booked with Mixt Academy Malaysia.
Cancellation rules may vary by booking type. By confirming a booking, you agree to follow the notice periods, refund conditions and rescheduling rules set out below.
2. One-to-One Lesson Cancellations
You may cancel or reschedule a one-to-one lesson without losing the session if you give at least 24 hours’ notice before the start time. Where appropriate, we may refund the payment or apply a session credit.
Requests made with less than 24 hours’ notice are normally non-refundable and cannot be rescheduled.
3. Course Cancellations
If you cancel a course at least 7 days before it starts, you may receive a full refund. If you cancel three to six days before the start date, you may receive a 50% refund. Cancellations made less than 48 hours before the course begins are normally non-refundable.
Requests made between 48 and 72 hours before the start time may be reviewed in accordance with the booking terms provided at confirmation.
4. Group Class Cancellations
Group classes generally follow the cancellation rules for the relevant course or programme. If you miss a session without notice, it may be marked as non-attended and will be non-refundable.
Repeated non-attendance without notice may affect future bookings if it disrupts the class or tutor.
5. Rescheduling Requests
You should request a reschedule as early as possible. For one-to-one lessons, you normally need at least 24 hours’ notice to reschedule without charge.
Rescheduling depends on tutor availability, and we can’t always guarantee your preferred date or time. We may treat a late request as a late cancellation.
6. Late Cancellations
A cancellation made less than 24 hours before a one-to-one lesson is considered a late cancellation. The lesson will normally remain chargeable because the tutor has reserved that time and may not be able to accept another booking.
We may review emergencies on a case-by-case basis, but we do not guarantee approval of a refund or credit.
7. Missed Sessions and No-Shows
If you do not attend a lesson and do not give notice, we may treat the session as completed. Missed sessions without notice are normally non-refundable and cannot be rescheduled.
If you expect to miss a lesson, contact us promptly so we can confirm whether an alternative arrangement is available.
8. Late Arrivals
Lessons begin at the scheduled time even if you join late. We cannot normally extend the lesson beyond its end time because tutors may have another booking afterwards.
If you know you will be late, contact the tutor or our support team promptly. Repeated late arrivals may be treated as missed learning time.
9. Cancellations by Mixt Academy
If we cancel a lesson, class, or course due to tutor unavailability, low enrolment, technical issues, or unforeseen circumstances, we will contact you as soon as possible.
Depending on the booking, we may offer a replacement tutor, a new date, a session credit, a transfer to another course or a full refund.
10. Refunds
When a refund is approved under this policy, we will normally return it to the original payment method unless we agree on an alternative arrangement.
Processing times may depend on the payment provider or bank and can be outside our control. We may need to confirm booking details before processing any refund request.
11. Session Credits
In some cases, we may offer a session credit instead of a cash refund. Unless we tell you otherwise, a credit is valid for 30 days from the date it is issued.
Credits may be used towards a future Mixt Academy Malaysia booking but cannot normally be transferred to another person or exchanged for cash.
12. Exceptional Circumstances
We understand that serious illness, family emergencies or events outside your reasonable control can affect attendance.
If this happens, contact us as soon as possible and explain the situation. We may review the booking individually and may offer a reschedule, credit or refund where appropriate. In some cases, we may request supporting information.
13. How to Cancel
To cancel or reschedule, contact our support team and provide your full name, the student’s name, the lesson or course details, and the scheduled date and time.
You may include the reason for cancellation if you wish. Your request is not complete until we receive it and confirm the cancellation or next steps.
14. Changes to This Policy
We may update this cancellation policy from time to time to reflect changes in our services, booking processes, or operations. The latest version will be published on this page. Updated rules will apply from the stated effective date.
Where a booking has already been confirmed, we will normally apply the cancellation terms communicated at the time of booking.