Support & policies

Contacting us

The fastest way to reach a human is support@kololingo.com. Include your account email and, if it’s about a specific lesson, the teacher’s name and the lesson time so we can find it quickly.

Booking and joining a lesson

• Book a lesson from a teacher’s profile or the tutor marketplace. Your booking is confirmed once the teacher accepts it.
• Join the room from your dashboard at the lesson time — the lesson happens in Kololingo’s built-in video room, so there’s nothing to install.
• Enroll in a course from the courses catalog to work through video lessons and quizzes at your own pace; review is always free.

Instant lessons

An instant lesson connects you with a teacher who is available right now — no booking. You’re billed per minute at the teacher’s rate for the time you’re on the call, and you can hang up whenever you like. Only teachers who are genuinely reachable at that moment appear as available, so the person you call can actually pick up.

Cancellations and rescheduling

Plans change. Here is exactly how cancelling a one-to-one lesson works:

• Cancel 12+ hours before the start and the lesson is returned to you as a lesson credit — good for rebooking with the same teacher for the same lesson length.
• A lesson you requested but the teacher hasn’t accepted yet can be cancelled at any time.
• Cancelling less than 12 hours before the start isn’t eligible for an automatic credit, because the teacher held that slot for you.

Credits and refunds

When a lesson is refunded, it comes back as a lesson credit, not cash — money refunds aren’t available yet. A credit is tied to that teacher and lesson length, and it’s applied automatically when you rebook. If a booking that used a credit is later declined or cancelled, the credit is released back to you rather than lost.

If your teacher cancels

A teacher can cancel any time before a lesson is completed — for example if they’re unwell. When that happens you always get your credit back, and you can rebook another time or choose a different teacher. Course access you’ve already paid for is unaffected.

No-shows

If you don’t join a confirmed lesson and didn’t cancel in time, the teacher can mark it as a no-show within 72 hours of the start time. A no-show is treated as a delivered lesson — the slot was held for you — so it isn’t credited. If something genuinely went wrong, email support@kololingo.com and we’ll take a look.

Teaching on Kololingo

Want to teach? Apply through Teach on Kololingo. You set your own schedule, curriculum, and prices, manage availability from your teacher dashboard, and configure how you get paid out there too. For questions about applications or payouts, email support@kololingo.com.

Policies

For the full legal detail, see our Terms of Service and Privacy Policy.