Version dated 19 October 2026
This policy sets out the rules for cancelling and rescheduling booked online lessons and for monetary refunds at Sheverdina Music Studio (https://sheverdina-music-studio.com). The services are provided by entrepreneur Nadiia Sheverdina (Ukraine, Kharkiv, 118 Heroiv Kharkova Avenue).
1. Difference between cancelling a booking and receiving a refund
- 1.1. Booking cancellation releases the selected time in the schedule. If cancelled on time, the lesson is not forfeited and is automatically returned to your package balance in your account so you can choose a new date.
- 1.2. Monetary refund means returning money paid for unused lessons to the original payment method through Stripe, following a separate request from the purchaser.
1.3. The rules below preserve all mandatory consumer rights that cannot be restricted by contract under applicable law.
2. Timely cancellation by the student
2.1. A student may cancel a booked lesson themselves in the “My Lessons” section of their account strictly more than 24 hours before the scheduled start time.
- 2.1.1. If cancelled more than 24 hours before the start, the lesson credit is immediately returned to the original package balance, and you can choose another available time.
- 2.1.2. To remind you that this deadline is approaching, the website automatically sends an email reminder approximately 25 hours before the lesson, stating the exact deadline for self-cancellation in your time zone.
- 2.1.3. At exactly 24 hours before the lesson and later, the self-cancellation button in the account is unavailable.
- 2.1.4. If a paid lesson returned after timely cancellation is no longer offered for rebooking because of a technical package expiry limit in the account, email [email protected] and we will manually restore access.
- 2.1.5. If a free PROMO lesson is cancelled on time, the opportunity to book that same bonus lesson is retained (no additional second bonus is credited).
3. Late cancellation, lateness, and failure to attend
- 3.1. If a student did not cancel the booking more than 24 hours before the start or does not join the lesson, the booked time is considered used, provided that the teacher was ready to conduct the lesson and made it possible to join. This rule applies to paid lessons and free PROMO lessons.
- 3.2. If the student is late, the lesson takes place during the remaining booked time and is not extended into the next slot unless the parties agree otherwise.
- 3.3. A problem with the student’s microphone, camera, audio, lack of the required app, or internet connection is not grounds for a free additional lesson.
4. Cancellation by the teacher and general video service outages
4.1. If a lesson cannot take place or is interrupted because of illness, cancellation, or a technical problem on the teacher’s side, or due to a global technical outage of the video platform itself (Zoom, Google Meet, etc.), the lesson is not deducted: the parties agree on a new date and time for the lesson (or the part not delivered) without additional payment. This rule does not limit statutory consumer rights if a service is not provided.
5. How to request a monetary refund
5.1. The purchaser submits the refund request (if lessons were purchased for a child, the parent or legal representative does so). You can:
- 5.1.1. write to [email protected]; or
- 5.1.2. tell the teacher during a lesson that you wish to request a refund (the calculation will then be confirmed by email).
5.2. In your message, state your account email and the purchase for which you are requesting a refund. Explaining the reason may help us improve the Studio, but it is not a required condition for a refund or for exercising a statutory right to withdraw from a contract.
5.3. If you have lost access to your account email: you may write from another email address and identify the purchase using the payment number on the receipt and, if you paid by bank card, the last four digits of the card. We will match these details against the original transaction. You do not need to send a photograph of the bank card, its full number, or its CVV. Only if there are reasonable doubts about the applicant’s identity may we ask you to send an identity document image with unnecessary details covered to [email protected]. An image of a document submitted to verify a refund request is deleted from our mailbox within 30 calendar days after verification is complete.
6. Calculation of a voluntary refund
- 6.1. Fully unused purchase: if no lesson has been conducted or counted as missed due to non-attendance under a paid single lesson, trial lesson, or package, 100% of the amount paid is refunded.
- 6.2. Partially used lesson package: for a voluntary refund of the remaining balance of a package of identical lessons, used lessons are valued at the actual price per lesson within the purchased package, without recalculating completed lessons at the higher single-lesson price.
6.3. Calculation formula: refund amount = amount paid for the package − used lessons × (amount paid for the package / total number of lessons in the package), minus any partial refunds previously made for that order (total refunds cannot exceed the amount originally paid).
6.4. Example: if you bought a package of 4 lessons for $100 (the package price per lesson is $25) and used 1 lesson, the refund for the remaining 3 lessons is $100 − 1 × $25 = $75.
6.5. Before initiating the refund, we send the purchaser a clear calculation by email.
7. Refund method and processing times
7.1. Refund method: all refunds are made through Stripe exclusively to the original payment method (for a card payment, to the bank card used for the purchase). Funds are not transferred to third-party cards or other account details. If the original card has been replaced or closed, the credit is handled under the issuing bank’s rules.
7.2. Voluntary refund processing times:
- 7.2.1. response to the initial request — within 5 calendar days after receipt;
- 7.2.2. verification of the purchase and remaining lessons and agreement on the calculation — within 14 calendar days after receipt of the request;
- 7.2.3. initiation of an approved refund in Stripe — within 14 calendar days after verification is complete.
7.3. The actual time for funds to reach your account after the refund is sent through Stripe depends on the payment system and the purchaser’s bank.
8. Consumer’s statutory right to withdraw from a distance contract
8.1. The internal time limits and voluntary refund rules above do not restrict or extend mandatory time limits established by applicable consumer protection law.
8.2. If the law of your country of residence (for example, for consumers in the European Union) gives you the right to withdraw from a distance contract within 14 days of purchase without giving a reason, you can exercise this right by sending us an unequivocal statement in any form to [email protected]. For contracts governed by mandatory EU distance-selling rules, any amount due is refunded no later than 14 days after we receive notice of withdrawal, subject to applicable rules on payment for lessons actually delivered at your request before withdrawal.