Late Arrival & No-Show Policy (KIWI Japanese)

Effective date: [2025-12-12]
This policy applies to all booked live lessons / appointments on https://kiwijapanese.com (“KIWI Japanese”, “we”, “us”, “our”).

1) Key idea

Your lesson time is reserved just for you. Late arrivals and no-shows prevent instructors from offering that time to other learners, so we apply the rules below consistently.

2) Late arrival

  • A lesson still ends at the scheduled end time, even if you join late (for example, if you arrive 8 minutes late, you receive the remaining time).

  • Please message us as soon as possible if you will be late.

3) Grace period and “No-Show” definition

  • We provide a 10-minute grace period from the scheduled start time.

  • If you have not joined within 10 minutes and we have not received communication, the lesson may be marked as a No-Show. This is a common standard in tutoring/appointment systems.

4) Cancellations and rescheduling

  • Free cancellation/reschedule: request at least 24 hours before the lesson start time.

  • Late cancellation/reschedule (less than 24 hours): the lesson is normally counted as used (no credit/refund), except where required by law or where we approve an exception under Section 7.

5) No-Show outcome

If a lesson is marked as a No-Show:

  • The lesson is counted as used (no refund / no make-up credit by default). 

  • Repeated no-shows may result in temporary restrictions on booking (to protect instructor availability). Universities and learning centers commonly restrict scheduling after repeated no-shows. 

6) If the instructor is late

  • If the instructor is 15 minutes late or more, you may choose to cancel at no charge or reschedule.

  • If the instructor is late but joins within 15 minutes, the session may still proceed and will generally end at the scheduled time unless we extend it at our discretion.

7) Technical issues and special circumstances

We understand real life happens. We may approve a make-up credit at our discretion if:

  • there is a verified platform outage, or

  • a documented emergency (serious illness, accident), or

  • a major connectivity failure outside your control that prevents joining at all.

Note: Internet/device issues on the learner’s side are common; please test your device, browser, microphone, and connection before class.

8) How to notify us

To cancel, reschedule, or report an issue, contact:

Send an email to cancel a Schedule

Please include:

  • Order/booking number (or the email used to book)

  • Lesson date/time and your time zone

  • A short explanation

  • Screenshots (only if relevant)

9) Updates

We may update this policy to reflect operational changes. The latest version will be posted on this page with an updated “Last updated” date.

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