Refunds and cancellation
This policy takes effect when public enrollment opens and is incorporated into the LeLoLa Terms of Use.
Monthly subscription
The one-student and two-student plans renew monthly until canceled. A parent may cancel online through the Stripe Customer Portal from the Family App Billing page.
Cancellation timing
Cancellation normally takes effect at the end of the current paid billing period. The family will not be charged for a later billing period after a timely cancellation. Access continues through the paid-through date while Stripe reports the subscription as active.
If the portal is unavailable, email support@lelolaschool.com from the parent account before the next renewal. We do not require a telephone call or retention conversation.
Initial purchase refund
The initial monthly subscription charge and associated one-time enrollment fee are eligible for a refund only when both conditions are met:
- The request is received within seven calendar days after the first payment.
- No paid lesson has been opened for any student covered by that purchase.
Once a paid lesson is opened or the seven-day period expires, the initial charges are nonrefundable except as required by law or under an exception below.
Renewal charges
Monthly renewal charges are not normally refundable or prorated. LeLoLa will review and, when verified, refund a duplicate charge, a charge made after a timely cancellation due to processing error, an unauthorized charge, a period in which a material LeLoLa failure prevented access without a reasonable correction or credit, or any amount required by law.
Failed payments
Paid lessons pause while Stripe reports the monthly subscription as unpaid, past due, incomplete, paused, or canceled. Access resumes after Stripe confirms an active or trialing status. LeLoLa does not charge a separate reactivation fee.
Independent provider fees
Enrollment and fees charged by a certification or academic-record provider are separate from LeLoLa and paid directly to the provider selected by the family. Those payments are governed by that provider's agreement and refund policy. LeLoLa cannot refund money it did not collect.
Requesting a refund
Email support@lelolaschool.com from the parent account and include the family name, charge date, and reason. Do not send full card numbers or sensitive identity documents.
We will acknowledge the request and communicate the decision. Approved refunds return to the original payment method. The card network and financial institution determine when the credit appears. This policy does not limit rights that cannot legally be waived.