How refunds work on Unox
Cancelling a lesson before it happens is priced by the clock and pays you back on its own — no one approves it. Once the lesson has been taught nothing is automatic: only a person at Unox can approve a refund, and the request you can send from the app notifies nobody and sends you no reply. If you want an answer, use the contact form: that one goes to a real inbox. This page says exactly what happens, including what does not.
The first-lesson guarantee
This is the only request you can send yourself, and it covers your first completed lesson on Unox.
1. Take your first lesson
The guarantee applies to your first completed lesson. Once the lesson is marked complete, the request option appears on that lesson in your history.
2. Send the request within 24 hours
Choose one of three reasons — the teacher did not show up, the style was not a fit, or a technical problem — and add the details. After 24 hours the option closes.
3. A person decides — quietly
Sending the request moves no money and sends no email — not to you, not to us. It waits until a Unox admin resolves it by hand with one of the three outcomes below. You are not notified when that happens: if the outcome is a credit, it appears in your Unox balance. For anything else, ask support.
The three possible outcomes
A reviewer picks exactly one of these. There are no others.
| Outcome | What happens to your money | Where it lands |
|---|---|---|
| Approved — lesson credit | The amount you paid for that lesson is credited back. | Your Unox balance — not your card. It shows up as a line in your wallet history. |
| Approved — rebooking | Nothing moves. The claim is closed as approved for a rebooking; arranging the new lesson happens over support, not automatically. | Nowhere — your payment stays with the lesson you rebook. |
| Declined | Nothing moves. The reviewer can leave a note, but it is stored with the claim — the app never shows it to you. Ask support if you want the reason. | Nowhere. |
Everything else, in plain terms
Lessons after your first
There is no self-serve request for later lessons — no button, no form. Write to support: that form does send an email to a real inbox, which is more than the in-app guarantee request does.
If you cancel the lesson
More than 24 hours before the lesson: full refund. Between 12 and 24 hours: 50% refunded. Less than 12 hours: no refund. A lesson paid from your wallet balance comes back in full any time up to 12 hours before. If your teacher cancels, you are refunded in full whatever the notice.
If your teacher cancels
You get the full amount back, however late the cancellation comes. The notice ladder above prices your own cancellations only — it does not apply when the lesson is taken away from you. The money returns the way it was paid: to your card, or to your Unox balance.
Where the money actually goes back to
A card refund is issued by Unox through Stripe, the booking is cancelled, and the teacher's share of that payment is reversed. Stripe sends it immediately; your bank usually posts it within a few business days. A lesson paid from your Unox balance never involves your card at all: the credit goes straight back to the balance and is there the moment the booking is cancelled.
What cannot be refunded
A lesson that cost nothing — a booking made with a 100%-off promo code, for example — has no payment to return. Neither does a payment that has already been refunded in full.
Still not sure where you stand?
Tell us what happened in the lesson and we will tell you honestly what we can and cannot do about it.
Contact support →