Cancellation Policies for One-on-one Sessions

Cerbo instructors choose one of four cancellation policies (Flexible, Standard, Slightly Firm, and Firm) when creating their courses. Each single-session course has a specific cancellation policy, and each session must be canceled individually. Multi-session packages have a standard cancellation policy. Only the entire package or all remaining sessions can be canceled—packaged sessions cannot be canceled individually. These policies are intended to protect both learners and Cerbo instructors. One-on-one and group sessions have different sets of rules. Rescheduling policies apply only to one-on-one sessions—group sessions cannot be rescheduled. Learners may review penalties, reschedule sessions, and cancel from the dashboard. After clicking the “Modify” button, they can click “Reschedule” or “Cancel” on the appropriate session. Cerbo instructors may accept or reject rescheduling requests. Cancellation is handled depending on the cancellation policy and when the cancellation request is made.

  • The Cerbo service fee is only refundable for a learner’s first booking. The Cerbo service fee is non-refundable for all subsequent reservations.
  • Session fees (the total session rate) are refundable in certain circumstances as summarized below.
  • If there is a complaint from either party, Cerbo must be notified at least 24 hours before the session time at the learner’s location. If a session starts on Thursday at 2:00 pm at the learner’s location, Cerbo must be notified by 2:00 pm on the preceding Wednesday.
  • Cerbo will mediate when necessary and has the final say in all disputes.
  • A session is officially cancelled when the learner clicks the “Cancel” button on the cancellation confirmation page, found at Dashboard > Future Sessions > Modify > Cancel.
  • In multi-session packages for one-on-one sessions, learners may only cancel the entire package or all remaining sessions; single sessions cannot be canceled.
  • If a learner cancels an entire multi-session package or all remaining sessions, the cancellation policies for Multi-Session Packages must apply.
  • 1 day before

    For a full refund of session fees, the session must be canceled at least 24 hours before the session time at the learner’s location. For example, if a session is on Thursday at 2:00 pm at the learner’s location, it must be canceled by Wednesday at 2:00 pm.

    Wednesday 2:00 pm
  • Session starts

    If a learner cancels fewer than 24 hours before a session, that session is non-refundable. If a session starts on Thursday at 2:00 pm at the learner’s location, and is canceled later than the preceding Wednesday at 2:00 pm, that session is non-refundable.

    Thursday
    2:00 pm
  • 3 days before

    For a full refund of session fees, the session must be canceled at least 72 hours before the session time at the learner’s location. For example, if a session is on Thursday at 2:00 pm at the learner’s location, it must be canceled by Monday at 2:00 pm.

    Monday
    2:00 pm
  • 1 day before

    If a learner cancels fewer than 72 hours but at least 24 hours before a session at the learner’s location, 50% of the session fees will be refunded. For example, if a session starts on Thursday at 2:00 pm at the learner’s location, it must be canceled before Wednesday at 2:00 pm.

    Wednesday 2:00 pm
  • Session starts

    If a learner cancels fewer than 24 hours before a session time at the learner’s location, that session is non-refundable. If a session starts on Thursday at 2:00 pm at the learner’s location, and is canceled later than the preceding Wednesday at 2:00 pm, that session is non-refundable.

    Thursday
    2:00 pm
  • 1 week before

    For a full refund of session fees, the session must be canceled within 48 hours of booking and at least 7 full days in advance. For example, if a session starts on Thursday at 2:00 pm at the learner’s location, it must be canceled within 48 hours of making the reservation, and by the previous Thursday at 2:00 pm.

    48 hours or 2 days after booking
  • 3 day before

    For a 50% refund of session fees, the session must be canceled at least 72 hours before the session time at the learner’s location. For example, if a session starts on Thursday at 2:00 pm at the learner’s location, it must be canceled by Monday at 2:00 pm.

    Monday
    2:00 pm
  • Session starts

    If a learner cancels less than 72 hours before the session’s starting time at the learner’s location, that session is non-refundable. If a session starts on Thursday at 2:00 pm at the learner’s location, and is canceled later than the preceding Monday at 2:00 pm, that session is non-refundable.

    Thursday
    2:00 pm
  • 5 days before

    For a 50% refund of session fees, the session must be canceled at least 5 full days before the session time at the learner’s location. For example, if a session starts on Saturday at 2:00 pm at the learner’s location, it must be canceled by Monday at 2:00 pm.

    Monday
    2:00 pm
  • Session starts

    If a learner cancels fewer than 5 days before a session time at the learner’s location, that session is non-refundable. If a session starts on Saturday at 2:00 pm at the learner’s location, and is canceled later than the preceding Monday at 2:00 pm, that session is non-refundable.

    Saturday
    2:00 pm
  • Wednesday 2:00 pm
    24h before 1st session starts

    For a full refund of multi-session package fees, the package must be canceled at least 24 hours before the first session time at the learner’s location. For example, if the first session is on Thursday at 2:00 pm at the learner’s location, the package must be canceled by Wednesday at 2:00 pm.

  • Friday 3:00 pm
    24h after 1st session finishes

    If a learner cancels a package fewer than 24 hours before the first session time at the learner’s location, that session is non-refundable. For a full refund of all remaining sessions, they must cancel the package within 24 hours of the end of the first session at the learner’s location. For example, if the first session ends on Thursday at 3:00 pm at the learner’s location, the package must be canceled by Friday at 3:00 pm.

    Thursday 2:00 pm
    1st session starts
  • Friday 2:00 pm
    5th session starts

    If a learner has already taken one or more sessions in a package, and cancels the package within 24 hours of the next session, that session is non-refundable. For all remaining sessions scheduled at least 24 hours after cancellation at the learner’s location, 50% of the session fees will be refunded. For example, if the third session of a six-session package is on Tuesday at 2:00 pm at the learner's location, the package must be canceled by Monday at 2:00 pm for a 50% refund on the third through sixth sessions.

    Tuesday 2:00 pm
    3rd session starts
    4th session
  • Last session

    If a learner takes all but the final session in a package, the last session is non-refundable. For example, if the fifth session of a six-session package is on Friday at 2:00 pm, and the package is canceled after the fifth session starts, the last session is non-refundable.

Cancellation Policies for Group Sessions

Cerbo instructors choose one of four cancellation policies (Flexible, Standard, Slightly Firm, and Firm) when creating their courses. Each single-session course has a specific cancellation policy, and each session must be canceled individually. Multi-session packages have a standard cancellation policy. Only the entire package or all remaining sessions can be canceled—packaged sessions cannot be canceled individually. These policies are intended to protect both learners and Cerbo instructors. One-on-one and group sessions have different sets of rules. Rescheduling policies apply only to one-on-one sessions—group sessions cannot be rescheduled. Learners may review penalties, reschedule sessions, and cancel from the dashboard. After clicking the “Modify” button, they can click “Reschedule” or “Cancel” on the appropriate session. Cerbo instructors may accept or reject rescheduling requests. Cancellation is handled depending on the cancellation policy and when the cancellation request is made.

  • The Cerbo service fee is only refundable for a learner’s first booking. The Cerbo service fee is non-refundable for all subsequent reservations.
  • Session fees (the total session rate) are refundable in certain circumstances as summarized below.
  • If there is a complaint from either party, Cerbo must be notified at least 24 hours before the session time at the learner’s location. If a session starts on Thursday at 2:00 pm at the learner’s location, Cerbo must be notified by 2:00 pm on the preceding Wednesday.
  • Cerbo will mediate when necessary and has the final say in all disputes.
  • A session is officially cancelled when the learner clicks the “Cancel” button on the cancellation confirmation page, found at Dashboard > Future Sessions > Modify > Cancel.
  • In multi-session packages for one-on-one sessions, learners may only cancel the entire package or all remaining sessions; single sessions cannot be canceled.
  • If a learner cancels an entire multi-session package or all remaining sessions, the cancellation policies for Multi-Session Packages must apply.
  • 2 day before

    For a full refund of session fees, the session must be canceled at least 24 hours before the session time at the learner’s location. For example, if a session is on Thursday at 2:00 pm at the learner’s location, it must be canceled by Wednesday at 2:00 pm.

    Tuesday
    2:00 pm
  • Session starts

    If a learner cancels fewer than 24 hours before a session, that session is non-refundable. If a session starts on Thursday at 2:00 pm at the learner’s location, and is canceled later than the preceding Wednesday at 2:00 pm, that session is non-refundable.

    Thursday
    2:00 pm
  • 5 days before

    For a full refund of session fees, the session must be canceled at least 72 hours before the session time at the learner’s location. For example, if a session is on Thursday at 2:00 pm at the learner’s location, it must be canceled by Monday at 2:00 pm.

    Saturday
    2:00 pm
  • 2 day before

    If a learner cancels fewer than 72 hours but at least 24 hours before a session at the learner’s location, 50% of the session fees will be refunded. For example, if a session starts on Thursday at 2:00 pm at the learner’s location, it must be canceled before Wednesday at 2:00 pm.

    Tuesday
    2:00 pm
  • Session starts

    If a learner cancels fewer than 24 hours before a session time at the learner’s location, that session is non-refundable. If a session starts on Thursday at 2:00 pm at the learner’s location, and is canceled later than the preceding Wednesday at 2:00 pm, that session is non-refundable.

    Thursday
    2:00 pm
  • 1 week before

    For a full refund of session fees, the session must be canceled within 48 hours of booking and at least 7 full days in advance. For example, if a session starts on Thursday at 2:00 pm at the learner’s location, it must be canceled within 48 hours of making the reservation, and by the previous Thursday at 2:00 pm.

    48 hours or 2 days after booking
  • 3 day before

    For a 50% refund of session fees, the session must be canceled at least 72 hours before the session time at the learner’s location. For example, if a session starts on Thursday at 2:00 pm at the learner’s location, it must be canceled by Monday at 2:00 pm.

    Monday
    2:00 pm
  • Session starts

    If a learner cancels less than 72 hours before the session’s starting time at the learner’s location, that session is non-refundable. If a session starts on Thursday at 2:00 pm at the learner’s location, and is canceled later than the preceding Monday at 2:00 pm, that session is non-refundable.

    Thursday
    2:00 pm
  • 5 days before

    For a 50% refund of session fees, the session must be canceled at least 5 full days before the session time at the learner’s location. For example, if a session starts on Saturday at 2:00 pm at the learner’s location, it must be canceled by Monday at 2:00 pm.

    Monday
    2:00 pm
  • Session starts

    If a learner cancels fewer than 5 days before a session time at the learner’s location, that session is non-refundable. If a session starts on Saturday at 2:00 pm at the learner’s location, and is canceled later than the preceding Monday at 2:00 pm, that session is non-refundable.

    Saturday
    2:00 pm
  • Tuesday 2:00 pm 48h before 1st session starts

    For a full refund of multi-session package fees, the package must be canceled at least 24 hours before the first session time at the learner’s location. For example, if the first session is on Thursday at 2:00 pm at the learner’s location, the package must be canceled by Wednesday at 2:00 pm.

  • Friday 3:00 pm 24h after 1st session finishes

    If a learner cancels a package fewer than 24 hours before the first session time at the learner’s location, that session is non-refundable. For a full refund of all remaining sessions, they must cancel the package within 24 hours of the end of the first session at the learner’s location. For example, if the first session ends on Thursday at 3:00 pm at the learner’s location, the package must be canceled by Friday at 3:00 pm.

    Thursday 2:00 pm 1st session starts
  • Friday 2:00 pm 5th session starts

    If a learner has already taken one or more sessions in a package, and cancels the package within 24 hours of the next session, that session is non-refundable. For all remaining sessions scheduled at least 24 hours after cancellation at the learner’s location, 50% of the session fees will be refunded. For example, if the third session of a six-session package is on Tuesday at 2:00 pm at the learner's location, the package must be canceled by Monday at 2:00 pm for a 50% refund on the third through sixth sessions.

    friday 2:00 pm 3rd session starts 4th session
  • Last session

    If a learner takes all but the final session in a package, the last session is non-refundable. For example, if the fifth session of a six-session package is on Friday at 2:00 pm, and the package is canceled after the fifth session starts, the last session is non-refundable.

Rescheduling Policies (a button on the right side of the Cancellation Policies)

Cerbo instructors choose one of four cancellation policies (Flexible, Standard, Slightly Firm, and Firm) when creating their courses. Each single-session course has a specific cancellation policy, and each session must be canceled individually. Multi-session packages have a standard cancellation policy. Only the entire package or all remaining sessions can be canceled—packaged sessions cannot be canceled individually.

Our policies are intended to protect both learners and Cerbo instructors. One-on-one and group sessions have different sets of rules. Rescheduling policies apply only to one-on-one sessions—group sessions cannot be rescheduled. Learners may review penalties, reschedule sessions, and cancel from the dashboard. After clicking the “Modify” button, they can click “Reschedule” or “Cancel” on the appropriate session. Cerbo instructors may accept or reject reschedule requests. Cancellation requests are handled depending on the cancellation policy and when the request is made.

  • Learners may reschedule each one-on-one session once, including in multi-session packages. Cerbo instructors may accept or reject reschedule requests.
  • Learners may only cancel a group session—they may not reschedule it.
  • If a Cerbo instructor rejects a reschedule request (or doesn’t reply), the learner must cancel that session to guarantee their rights according to the cancellation policy. If they do not cancel, the session will remain scheduled at the original day and time.
  • Rescheduling requests do not depend on cancellation policies. They are an option for learners who want to change the session time for a course they have already booked.