I am not satisfied with the service of this company, and my complaint is: I had to cancel my session due to back pain. In addition, I had a sick note from my GP. Having no knowledge of the cancellation policy, I was charged a one-hour fee. As my instructor booked the slot using her mobile app, I did not receive any written or verbal information about the policy from her during the booking process, nor did I sign any paperwork. As the AA told me when I got in touch with them, all instructors are self-employed, and only the teacher is able to provide a refund. So, my query is: Who is defending the students' rights, and what purpose does this business fulfil? When I spoke with the instructor and informed him that I had no knowledge of any policy, instead of discussing the policy, he stated that "he would have cut the entire 2-hour session if I had cancelled via the app, but he applied only a one-hour deduction". I want to emphasise that he once cancelled the class without giving any notice. Normally, when classes are booked and cancelled, I receive a message from the AA, but I did not receive any information through any means. I waited outside in the cold for thirty minutes, and since I work for the NHS, I had to shorten my shift by two hours, take a taxi, and head straight to work. And when I explained this inconvenience, not even an apology was offered. I have all the texts that I received from theaa and instructor as proof. I would like to ask for a refund, as I did find this fair play.