Payments, packages & cancellations
How paying for lessons, discounted packages, cancellations and refunds work.
Updated October 19, 2026
How you pay
Payments are handled securely through Stripe. You choose how you pay:
- Per lesson — pay for one lesson at a time.
- Package — buy several lessons with the same tutor up front, at a discounted price. Package lessons are credits you spend whenever you book with that tutor.
Every lesson credit is valid for 12 months from the payment that bought it, and you can use it until the end of the day shown, in your own time zone. A credit Vocally funds to settle a problem is valid for 12 months from when it is given. The exact date is on your credits and in every email about them. We email you once, about 30 days before unused credits expire, unless an email has just given you the date. A credit that comes back to you after a cancellation stays usable for at least another 30 days. Lessons you already booked with a credit still happen after it expires. Free lessons from Vocally last until the date set when they were given, if any.
You always see the full price before you confirm. Lessons are always charged in US dollars; prices shown in another currency are estimates.
Trial lessons
A trial is your first lesson with a tutor, so you can meet them before committing. Each tutor chooses which lengths they offer as a trial — 25 minutes, 50 minutes, or both — and a trial costs the same as a regular lesson of that length. You take one trial per tutor: once you have a trial reservation with them, your later lessons are regular lessons and you can buy a package. Free lessons granted by Vocally are regular lessons, not trials, and reserving one also counts as that first lesson. You can still take a trial with as many different tutors as you like.
Changing tutor
If you would rather continue with another tutor, you can move your unused credits to them, whether they came from a package or from a cancelled lesson. Open the new tutor’s profile or booking page and choose Use your credits here, or start from Use with another tutor next to your lesson credits.
- You move the credits of one purchase at a time, and each cancelled lesson is its own credit. Lessons you already booked stay with your current tutor.
- Your credits are counted at what you paid for them and turned into whole lessons at the new tutor’s price, rounded up. If those lessons cost more than your credits are worth, you pay the difference before the move, even with a cheaper tutor. A difference under 50 cents is not charged, and no value is left over. You can also add lessons, up to 16.
- The new credits keep the expiry date of the credits they came from.
- If you have not had a lesson with them before, your first lesson with the new tutor is your trial with them.
- Free lessons granted by Vocally, credits on hold for a card dispute and credits waiting for a refund cannot be moved.
Cancelling or rescheduling
You can cancel a lesson on your own up to 12 hours before it starts. What you paid for it becomes a lesson credit with the same tutor, straight away. No money goes back to your card, and the cancel screen tells you so before you confirm. If the lesson came from a package, the credit simply returns to that package.
Inside those last 12 hours, cancelling is no longer yours to decide alone: open the lesson and ask your tutor to reschedule, saying why. Your tutor can offer you new times or decline. If they decline or don’t answer, the lesson stands and stays paid.
Your tutor can cancel at any time before the lesson starts, and you get a lesson credit for the full value of a paid lesson when they do. Once it has started, it can no longer be cancelled.
What you get back
| What happened | What you get |
|---|---|
| You cancel 12+ hours before the start | A lesson credit with that tutor |
| You ask to reschedule inside 12 hours and your tutor declines or doesn’t answer, or you don’t show up | Nothing — the lesson counts as taught |
| Your tutor cancels | A lesson credit with that tutor |
| Your tutor declines your request, or doesn’t confirm it within 24 hours or before the lesson starts | A lesson credit with that tutor |
| You block your tutor, or they block you | A lesson credit for each paid upcoming lesson; while the block lasts, your credits with them can only be moved to another tutor |
| Your tutor leaves Vocally | A lesson credit for each paid upcoming lesson. Move your credits to another tutor by the date in the email (at least 30 days) |
| Your tutor doesn’t show up | Report it within 7 days and the team sorts it out — see Something went wrong with a lesson |
A request your tutor hasn’t confirmed closes on its own 24 hours after you paid, or when the lesson starts if that comes first. If your tutor proposes another time instead, the request stays open until the lesson time, and if they accept a time you proposed, they have another 24 hours to confirm it.
A lesson credit is worth exactly what you paid for that lesson. You can book with it, or move it to another tutor as described in Changing tutor. A credit that comes back after a cancellation stays usable for at least 30 days.
Free lessons from Vocally are given for one tutor. They cannot be moved, and they end if that tutor leaves Vocally; the team can give you new ones with another tutor.
A lesson booked from a package goes back to that package. A free lesson from Vocally goes back to your free lessons with the same tutor and cannot be moved. A booking nothing was paid for gives no credit. The cancel dialog tells you which one applies before you confirm.
Your payment history, under Settings → Payments, marks each payment that became a credit, was refunded in full or in part, or had its credits removed after a card dispute.
Getting money back
Money goes back to your card on its own only when a payment should never have happened: you were charged twice, you paid for a time someone else had just taken, a payment went through with no lesson attached to it, a payment to move credits arrived after those credits had changed, or a package payment arrived after you or the tutor blocked the other.
In any other case there is no refund button, but you can still ask. Write to support@vocallyglobal.com and the team can send the unused value of your credits back to your card, case by case. What goes back is the whole unused value of a purchase, and we email you when the money is on its way; until then those credits cannot be moved. Lessons already taught or booked are not refunded, lessons Vocally gave you for free have no cash value, and expired credits or credits on hold for a card dispute cannot be sent back. If the law gives you the right to withdraw from an online purchase, we honour it when you ask.
Card disputes
Please write to support@vocallyglobal.com before disputing a charge with your bank. While a dispute is open, the credits that payment bought are on hold: you see them apart and cannot book or move them. If the dispute is decided in Vocally’s favour, they come back with their expiry extended by the time they were on hold. If it is decided in your favour, upcoming lessons paid by that payment are cancelled without a credit and its unused credits are removed.
Deleting your account
You can delete your account from your settings. Before you confirm, the screen shows how many credits you still hold and what they are worth. Deleting cancels your upcoming lessons and ends your credits, and nothing is paid out. Use or move your credits first, or write to support@vocallyglobal.com before deleting if you want the money back. The same happens if Vocally closes your account. If it is restored later, your credits do not come back on their own; write to support@vocallyglobal.com.
For the full policy, see the Terms of Service.