If something went wrong with a booking, like a class that never happened or a refund you're owed, start with the host: they received your payment and can refund it. If that doesn't work, email support@movementors.com with the details. Disputes are handled by email, not through a form in the app.
Common reasons for a dispute:
- The host refused a refund that the cancellation policy says you're owed.
- The host cancelled and never sent a refund.
- The class never happened.
- The class was very different from what you booked: wrong place, time, teacher or content.
If you just didn't enjoy the class, that's a review. If a class breaks the rules, report it.
Before opening a dispute
Refunds normally come from the host. Card payments go straight to the host's own Stripe account, and direct payments like cash or bank transfer go straight to the host.
Send the host a polite message explaining what happened and what you'd like: a full refund, a partial refund or a place in another class. You can message a teacher with the Contact button on their profile. Give them a little time to reply before taking it further.
How to open a dispute
If the host doesn't reply, or you can't agree, email support@movementors.com. Include:
- Your booking details: the class, the date and the email address you booked with.
- What happened, with dates and times.
- What you've already tried with the host.
- The outcome you're looking for.
- Anything that backs it up, such as screenshots of messages with the host, receipts or photos.
Our team looks into it, may ask the host for their side, and replies to you by email.
What evidence helps
- Messages with the host. Especially anything where the host agrees a refund is due, or refuses one.
- Proof of payment. A receipt, a bank statement or a payment app confirmation.
- Photos. For example, if the venue wasn't where the class page said.
- Times. "The class was due at 7pm, I arrived at 6:55pm and the host arrived at 7:35pm" is clear and specific.
Disputes and card chargebacks
If you paid by card, your bank may let you dispute the charge. This is called a chargeback. It's run by your bank, not by MoveMentors, and it can take weeks. Try the host and our support team first: a chargeback can also cost the host a fee.
Direct payments
For cash, bank transfer, PayPal and other direct payments, MoveMentors doesn't process the payment. For refunds or disputes, contact the host directly. If you paid through an app like PayPal, it may have its own way to report a problem.
Common questions
How long do I have to raise a dispute? Raise it as soon as you can, while messages and receipts are easy to find.
Will the host see what I send? We may share the details with the host so they can respond.
What if the host retaliates with a negative review of me as a student? Hosts can't review students. Only students review classes.
Can I leave a review as well? Yes. A review is your public opinion of the class, and it's separate from a dispute.
Next steps
- Not sure whether it's a dispute or a review? See Leaving a review.
- For our standards in general, see Community guidelines.