Cancellation & Refund Policy
Last updated: 27 July 2026
This page explains how cancellations and refunds work across Ensena. It is intended for review by a qualified legal professional before being treated as final, particularly against Nigeria's Federal Competition and Consumer Protection Act.
Table of contents
1. Overview
This policy explains how cancellations and refunds work for bookings made through Ensena: private lessons, Discovery Sessions and Group Classes. It works alongside the Cancellations, Refunds and Pre-approvals sections of the Terms of Service.
2. Cancelling a Private Lesson
You can cancel or reschedule an upcoming private lesson from Manage on the lesson card in My Classes. The booking shows whether a full refund, partial refund or no refund applies before you confirm. This depends on how much notice you give before the scheduled lesson time.
3. Cancelling a Discovery Session
Discovery Sessions are free, so there's nothing to refund if one is cancelled. Cancelling a Discovery Session does not use up your one free session with that tutor unless you've actually attended it.
4. Cancelling a Group Class Enrolment
You can cancel your enrolment in a Group Class from Manage on the class card. Refund eligibility depends on how close to the next session the cancellation is made, consistent with the terms shown at enrolment.
5. Tutor-Initiated Cancellations
If a tutor cancels a confirmed lesson or Group Class session, the student is notified and offered rescheduling, a credit, or a refund, depending on the circumstances. Students should not be left paying for a session that didn't take place.
6. No-Shows
A no-show is when a user misses a confirmed lesson without cancelling in advance. Refund treatment differs depending on whether the student or the tutor was the one who didn't attend, and repeated no-shows may affect a user's standing on the platform.
7. Technical Problems
If a lesson can't reasonably proceed because of a significant technical problem with the Ensena platform itself, affected users may be offered rescheduling, a credit or a refund. Report technical problems as soon as possible through Contact Support.
8. Refund Method and Timing
Approved refunds are returned to the original payment method (or wallet balance, where used) through Ensena's payment provider. Processing times depend on the provider and are outside Ensena's direct control.
9. Non-Refundable Circumstances
Late cancellations, no-shows by the person requesting the refund, and completed lessons are generally not eligible for a refund, except where required by applicable consumer law.
10. Disputing a Refund Decision
If you disagree with a refund decision, contact Ensena Support with your booking reference. A member of the team will review the booking and respond.
11. Changes to This Policy
Ensena may update this policy from time to time. Material changes will be reflected by an updated "Last updated" date on this page.
12. Contact
Questions about a specific booking or refund can be sent through the Ensena Contact page.