Cancellation and Refund
Cancellations and refunds, in plain English.
This is Steero’s interim cancellation and refund policy, operated by WHD Ltd, trading as Steero. It describes how cancellations work on the platform today. We review and update this policy as the business grows.
1. Paying for a lesson
Lessons are paid by card at the time of booking, before the lesson. Payments are handled by Stripe. When you first pay, you authorise Steero to keep a secure card token on file so the cancellation policy below can be applied.
2. Cancelling a lesson
- Cancel with at least 48 hours’ notice before the lesson start time: you are refunded in full, including any Steero commission on that lesson.
- Cancel with less than 48 hours’ notice, or do not attend (a no-show): the full lesson fee is charged to the card on file and paid to the instructor, because the instructor reserved that time for you.
You agree to this 48-hour policy when you make your first booking; it is shown to you at the point of payment.
3. Refunds
- Eligible refunds are for the full amount, including Steero’s commission. We do not keep our cut on money that is returned.
- Refunds are made to the original payment card. Your bank typically shows the money back within 5 to 10 working days.
- If an instructor cancels a lesson, or cannot deliver it, you are refunded in full regardless of notice.
4. Prepaid packages
If you buy a block of hours (a package) and are entitled to a refund, unused hours are refunded at the package’s per-hour rate. Hours already taken are not refunded.
5. Your legal rights as a consumer
This policy sits alongside your statutory rights and does not remove them. Under UK consumer law you may have a right to cancel a distance contract within a short cooling-off period; where that applies and conflicts with the above, your statutory right prevails. Booking a lesson for a specific date and time may affect how that right applies.
6. How to cancel
Cancel through the platform, or contact your instructor. For anything about a charge or refund you do not understand, email support@steero.co.uk before disputing it with your bank, and we will help put it right.
7. Related
See also our Terms of Service and Privacy notice.