Last updated: 10 October 2026
Our Refund Policy sets out when a Learner is refunded for a Session or a Bundle booked with a Mentor on the Leapfrog Platform, and what a Mentor is liable for when a Session does not go ahead as booked.
Most refunds under this Policy are made automatically, in the same way the Session was paid for, and need no action from the Learner. A Learner who is unsatisfied with a Session that did take place may ask us for a refund (a "Refund Request"), as set out under "Unsatisfactory Sessions" below.
When a Learner books a Session, the Fee is authorised on their card but not taken. The Learner's card is charged 12 hours before the Session's scheduled starting time. If the Mentor has not confirmed the Session by then, the booking is cancelled and nothing is charged.
A Bundle is charged in full when it is purchased.
Rescheduling
A Learner may request to reschedule a Session more than 12 hours before the Session's scheduled starting time with no penalty. Only the Learner may initiate a reschedule. A Learner cannot request to reschedule a Session within 12 hours before the Session's scheduled starting time.
The Mentor may accept or decline the Learner's rescheduling request. If the Mentor declines it, the Session is cancelled and the Learner is refunded in full.
Cancellations
If the Learner cancels a Session more than 12 hours before its scheduled starting time, before the card is charged, the Learner is refunded in full.
If the Learner cancels a Session within 12 hours of its scheduled starting time, after the card is charged, the Learner is refunded 50% of the Fee. The Mentor receives the remaining 50%, less Leapfrog's 15% Commission.
If the Mentor cancels a confirmed Session at any time, the Learner is refunded in full.
If the Mentor cancels within 12 hours of the Session's scheduled starting time, the Mentor shall be liable for paying Leapfrog the Commission on the Fee, plus the fee charged by the third-party payment provider on the Learner's original payment. This amount is deducted from the Mentor's next payout.
Session Attendance
Sessions take place on Google Meet, and attendance is taken from Google Meet's record of who joined. Refunds for missed Sessions are made automatically after the Session has ended.
If the Mentor does not attend a Session, the Learner is refunded in full. The Mentor is not paid for the Session and shall be liable for paying Leapfrog the Commission on the Fee, plus the fee charged by the third-party payment provider on the Learner's original payment.
If the Learner does not attend a Session, the Learner is not refunded and the Mentor is paid for the Session.
If neither the Mentor nor the Learner attends a Session, the Learner is refunded 85% of the Fee and Leapfrog retains the remaining 15%.
Where attendance cannot be determined from Google Meet's record, Leapfrog will decide the outcome by applying the same rules.
If Google Meet's record shows a Session as attended but the Learner believes it did not take place, for example because the Mentor left after a few minutes or the call could not be held, the Learner may tell Leapfrog from the Session in their dashboard, for 7 days after it ends. The Mentor's payment for that Session is held until Leapfrog decides the outcome by applying the same rules. Where Leapfrog decides the Session did not take place, any review the Learner left of it is removed.
If Google Meet's record shows the Learner as not attending a Session they did attend, for example because they joined under another name or could not get into the call, the Learner may tell Leapfrog in the same way, for 7 days after it ends. The Mentor's payment for that Session is held until Leapfrog decides the outcome by applying the same rules.
Unsatisfactory Sessions
If a Learner is unsatisfied with the delivery, advice, guidance or information received from a Mentor during a Session, they may make a Refund Request through our Contact Us form within 7 days of the Session. The Refund Request should state the date and time of the Session, the Mentor, and a reasonably detailed explanation of why the Session was not satisfactory.
Leapfrog shall refer the Refund Request to the Mentor. If the Mentor disputes it, Leapfrog reserves the right to determine the outcome. If the Mentor does not dispute it, the Learner is refunded 50% of the Fee and the Mentor is not paid for the Session.
A Refund Request may only be made by Users who are aged 18 years and over and who use the Leapfrog Platform as individual consumers, not on behalf of a group, club, business or organisation. Incomplete or late Refund Requests will not be accepted, and a Refund Request from a Learner we reasonably suspect of breaching our Terms and Conditions shall be rejected.
Unprofessional Behaviour
If a Mentor's behaviour during a Session is deemed to have violated Leapfrog's Mentor Code of Conduct, Terms and Conditions or Privacy Policy, the Learner shall be refunded in full after a successful Refund Request, and the Mentor is not paid for the Session. We reserve the right to remove the Mentor from the Leapfrog Platform in cases of serious breaches of our Policies.
If a Learner's behaviour during a Session is deemed to have violated Leapfrog's Terms and Conditions or Privacy Policy, we reserve the right to remove the Learner from the Leapfrog Platform in cases of serious breaches of our Policies.
Other Complaints
For other complaints related to Sessions, such as internet connection problems, Leapfrog will determine the outcome on a case by case basis and may refund all or part of the Fee. Please contact us through our Contact Us form.
If a Learner is charged twice for the same Session, or is charged without their authorisation, Leapfrog will refund that charge in full.
Whenever Leapfrog refunds all or part of a Session's Fee after a Refund Request or a complaint, the Mentor is not paid for that Session.
If a Session within a Bundle is cancelled, or its rescheduling is declined, by either the Learner or the Mentor, no money is refunded: the Session returns to the Bundle and the Learner may book it again.
A Session within a Bundle that Leapfrog has refunded, in whole or in part, is used and never returns to the Bundle. If its share of the Bundle Fee was refunded in full, the Learner cannot cancel it. If it was refunded in part, a cancellation by the Learner refunds what the Cancellations rules above would refund on that Session's share, less what was already refunded, and a cancellation by the Mentor refunds the rest of the share.
A missed Session within a Bundle is settled by Leapfrog under the Session Attendance rules above, for that Session's share of the Bundle Fee.
A Bundle is not otherwise refundable once purchased. The Learner may still make a Refund Request after attending an individual Session within a Bundle.
