Cancellations & Refunds

• 24 or more hours before the session: cancel from your account and the session returns to your balance immediately. No fee, no email required.
• Less than 24 hours before: the session is normally forfeited, because that time was held for your child and can rarely be filled at short notice. Tell us what happened anyway — if your child is sick or something urgent came up, Lana Millard will usually return the session.
• No-show: if nobody arrives and we have not heard from you, the session is forfeited after 15 minutes.
• Late arrival: the session ends at its scheduled time so the next family is not delayed. There is no partial credit for the shortened time.

If Lana Millard has to cancel — illness, weather, or an emergency — the session returns to your balance in full. If you would rather have the money back than the session, just ask and we will refund it to your original payment method.

Rescheduling is a cancellation and a new request. Cancel the existing session 24 or more hours ahead, then request a new time. Your balance is untouched in the process.

A session you paid for and then canceled at least 24 hours ahead becomes a credit on your account by default, so it is ready when you rebook. If you would prefer the money back instead, email hello@mooreprep.org and we will refund the card you used. Refunds usually appear within 5–10 business days depending on your bank.

• Within 30 days of purchase, you can request a refund of the unused portion of a bundle. Sessions you have already used are deducted at the standard single-session rate rather than the discounted bundle rate, and the remainder is refunded to your card.
• After 30 days, unused sessions stay on your account and remain bookable.
• Prepaid sessions do not expire.
• If we stop offering tutoring, or end our arrangement with your family, every unused session is refunded in full regardless of when it was purchased.

When a session is confirmed and you do not have a prepaid session available, we email you a payment link and hold the time for 24 hours. If the link is not used in that window, the time is released and you are not charged anything.

Email hello@mooreprep.org. This policy is the default, not a wall — we would rather sort out an unusual situation than hide behind a paragraph.

This policy is part of our parent agreement.