Q: What are the rules regarding recurring class cancellations?
In the case of recurring Private lessons, cancelations up to 24 hours before the start time will return points to your account—but only twice per calendar month (between the first and last day of the current month. For example, January 1-31) per weekly lesson. After that, points will not be refunded, even if the recurring Private lesson is canceled within 24 hours of the lesson start time. This limitation applies only to recurring bookings. Once points are returned, you can make a new reservation. We recommend one-time reservations for those whose schedules change frequently.
For recurring Group classes, you can't cancel and get the points back. However, if there is at least one student attending the class, you can watch the video of the class for two weeks after it takes place. If there are no participants in the lesson, there will be no class recordings for the lesson. If you want to watch the class recording later, you can keep your booking even if you know that you are not able to attend in advance.
Q: What’s the deadline for canceling/rescheduling one-time lessons?
For one-time lessons, cancelations up to 24 hours before the lesson start time are free, and you’ll get your points back. For cancelations within 24 hours of the start time, there will be a 100% cancelation fee and no point refunds. Once points are returned, you can make a new reservation.
Q: I was not able to have my lesson because I couldn't connect to my internet. Can I get back the points?
If the connection is lost due to a problem on the part of the student, the points will be digested. Please refer to our lesson policy regarding the Internet Connection Disruption below:
If the connection is lost during a lesson, the following actions will be taken
- If the connection is lost due to a problem on the part of the instructor, points will be returned to your account.
- If the connection is lost due to a problem on the part of the student, the points will be digested. If the connection is lost, the instructor will take all possible measures to reconnect.
Please be sure to test your connection in advance. We do not recommend taking courses in public Wi-Fi environments such as cafes and restaurants.
Also, if you encounter any connection problems, please make sure to report them using the Problem Report Form.
We will review the report function and use it to verify the issue.
Q: What happens if I cancel a class booking after my points have expired?
If you book a lesson held after the expiration date of points used to book, and then cancel it, the points will be invalid.
For example: Your points expire on February 1. On January 28, you book a lesson for February 4. If you cancel on January 30, the points will be returned, and you can reschedule for a future date. If you cancel on February 2, the points will be returned but will expire immediately.
Q. I have a recurring lesson for a group class. I cancelled one of my bookings more than 24 hours before the lesson start time, but the points were not returned to my account. Why?
For group recurring reservations, you can't cancel and get the points back. However, if there is at least one student attending the class, you can watch the video of the class for two weeks after it takes place. If there are not participants in the lesson, there will be no class recordings for the lesson.
Q: Where can I find the Coto Terms & Conditions?
Coto Terms & Conditions are…. in the menu in the upper right corner.
Q: Is it possible to take a month off from recurring Private lessons?
It’s not possible to put a recurring Private lesson reservation on hold, so please cancel your recurring lessons and reserve them again when you’re ready. If you have a point subscription, your booking reservation and your point subscription are separate and must be canceled separately.
Please note that cancellations of your recurring lessons take two weeks to process; cancellations take effect two weeks after the date of your cancellation request. Once you cancel a recurring reservation, there’s always the chance your teacher or timeslot may not be available when you resume.
If you’d like to keep taking lessons with the same teacher and on the same schedule, keep your recurring reservation and cancel the individual classes you won’t be attending. But please note: Free cancellations up to 24 hours before the start time of the lesson are only available twice a month.