I paid and I’m not getting my lessons: claiming a payment

NowLesson doesn’t receive the money for lessons: card payments go to your teacher’s Stripe account and direct payments (bank transfer, Bizum, PayPal or Wise) go straight to them. That’s why we can’t refund it ourselves, but we can help if something goes wrong.

To pay safely

• By card is the most protected: if something goes wrong, your bank can give you your money back. With direct debit, you have 8 weeks to request a refund.
• With a direct payment, always include the reference and keep the receipt. Start with a small payment (the trial or a plan of 1 lesson a week) until you know your teacher.

If your teacher doesn’t confirm the payment or doesn’t give you the lessons

1. Message them in the chat first: sometimes it’s just an oversight.
2. In Payments, next to the payment, press Problem with this payment?. A direct payment can be claimed 3 days after you press “I’ve paid” (right away if your teacher says they can’t find it); a payment with unused lessons, at any time.
3. Tell us what happened. Your teacher has 5 days to respond; then we review it based on what you both say and write to you with the decision.

If your teacher confirms or refunds the payment, the claim closes on its own. If they don’t deliver, we can suspend their account and remove them from the directory. The claim page shows the payment details (reference, amount and dates) in case you also want to claim with your bank.

If you teach

Claims reach you by email and appear at the top of Payments. If you’ve received the money, press Yes, I received it and it closes. If not, explain what happened before the deadline: we never decide without hearing both sides, and a student can only claim a specific payment they marked as done or that still has lessons left.