The Masani Promise

How the 90 day guarantee works

1. Tell us what is not working

   Any time in your first 90 days, tell us however suits you: WhatsApp, email, a call, or your parent portal. We will confirm in writing that we have logged it.

2. We put it right within 14 days

   Within 2 working days we agree a plan with you. That could be a new teacher, a new learning plan, or both. We then have 14 days to show you the difference.

3. Still not happy? You choose

   A full refund

   Everything you paid us in your first 90 days, back to the card or account you paid from.

   Free lessons

   We keep teaching your child at your usual schedule, free, for up to 30 more days while we get it right.

The fair print

We keep these simple, and they are here so the promise stays fair for every family.

• Raise it first. The money back guarantee applies when you have told us about the problem during your first 90 days and given us the 14 days to fix it. A refund request with no earlier concern is treated as a normal cancellation, and unused sessions are refunded.
• Your first 90 days. The 90 days start on the date of your child's first paid lesson. You make your choice within 30 days of the end of the 14 day fix period.
• Lessons attended. Lessons missed without 48 hours' notice count as taken.
• Once per child. The guarantee covers each child's first 90 days with Masani, once.
• One choice. If you choose free lessons, the refund option ends when they begin. If you choose a refund, your child's lessons end when it is paid.
• How you are paid. Refunds go back to the original payment method, in the currency you paid, within 14 days. We cannot cover bank charges or exchange rate changes.
• Your rights. This promise is in addition to your legal rights as a consumer, including any right to cancel, and does not replace them.