Refund Principles
SILLR supports good-faith refunds and dispute handling where a session did not occur as booked, was materially misrepresented, or involved conduct that breached policy.
Refund outcomes depend on booking records, messages, classroom logs, teacher history, prior credits, and payment processor rules.
When Refunds May Be Available
Refunds may be granted where a teacher does not attend, where a verified technical failure prevents meaningful participation, or where the delivered service materially differs from the listing.
Partial credits or rescheduling may be used instead of cash refunds where that outcome is fairer or required by local policy.
- Teacher no-show or repeated late attendance.
- Verified classroom or platform failure preventing the class from taking place.
- Serious conduct or safety breaches confirmed by moderation review.
When Refunds May Be Limited or Denied
Refunds may be denied if the student or parent misses the class, joins late without platform fault, changes mind after substantial value is delivered, or circumvents support procedures.
Chargebacks filed without first using SILLR dispute tools may lead to account restrictions and evidence submission to the processor.
How to Raise a Dispute
Disputes should be opened from the booking or support workflow promptly after the issue occurs.
SILLR may ask for supporting details such as timeline, screenshots, teacher communication, lesson outcomes, child-safety concerns, or payment references.
Resolution and Processor Handling
We review disputes in good faith and may issue refunds, credits, reversals, or teacher-side adjustments depending on the evidence.
Refund timing depends on the original payment method, local banking systems, and the timelines of Stripe, Paystack, card networks, or issuing banks.