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What are the policies I should know about?
What are the policies I should know about?

What are the rules around cancellations, rescheduling and attendance?

Carrie Heckel avatar
Written by Carrie Heckel
Updated this week

What is the lesson cancellation policy?

A lesson can be canceled or rescheduled up until 24 hours in advance of the start of the lesson. This can be done by logging in at Trala.com or through the Trala app. For more information on how to do this, click here.

Any lessons canceled 24 hours or more in advance will return to your account as an "unscheduled lesson". You have up to 90 days from the date of cancelation to reschedule this lesson!

If a lesson is canceled within 24 hours online or via the Trala app, the teacher will be notified, but the lesson will be forfeited. If you would like to notify your teacher of a last-minute emergency, you may contact your teacher directly.

I'm running late to my lesson. How long will my teacher wait?

Trala teachers will wait up to 10 minutes after the scheduled start time. If students do not join or communicate with their teacher during this time, the lesson will be forfeited and no reschedules or refunds will be provided. Missed time will not be made up. If you are running late, we recommend contacting your teacher immediately!

I have unscheduled lessons on my account. How long do they last? Do they expire?

Unscheduled lessons (lessons that will appear on your account after a lesson is canceled) can be rescheduled again for up to 90 days from the date the lesson was canceled, before they will expire. This gives you 3 months to makeup any missed lessons!

Students who subscribed prior to July 2024 may have a few different policies still in effect under their legacy subscriptions. If you subscribed prior to July 2024 and have a legacy subscription, click here to learn more.

Any unscheduled lessons purchased prior to July 2024 will expire 365 days from the date of purchase.

How much notice do I need to give before canceling my subscription?

Students can cancel their subscription any time online by logging in at Trala.com. In order to pause or stop payments, be sure to cancel before your next renewal date. Click here to learn more about seeing your renewal date.

NOTE: It's best to schedule out any remaining unscheduled lessons before canceling your subscription, if you plan to cancel your subscription for more than 3 months. If you have questions or need help with a unique situation, please feel free to contact support@trala.com

How do I cancel or pause my payments?

In order to cancel your subscription, you must visit student.trala.com, select Account & Subscription and click Manage subscriptions. You may also do this in the Trala app. Click here to learn more.

Note: Verbally communicating a subscription cancellation request to your teacher will not guarantee that the subscription is paused or canceled.

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