Novakid Removed Remaining Lessons Without Warning

About 10 months ago, I purchased an online English course through Novakid for my child. During enrollment, I was specifically told that payment was based on the number of lessons purchased, and that the time period shown in the system was merely a formality — what truly mattered was the number of lessons we had bought. Relying on this information, we paid $368 by credit card.

After some time, our assigned teacher left Novakid, and as a result, we were unable to continue lessons. It took time to convince my child to start lessons with a new teacher, so there was a break in attendance. Today, when we logged into the system, we saw that all of our remaining lessons had been reset to zero by Novakid. Despite being told that the time limit was just a formality, our lessons have now been deleted due to an alleged time expiration, which has caused us serious inconvenience and financial loss.

When I requested copies of our written communications from Novakid to prove the information given during enrollment, I was told that they could not provide the message records. My registered email address is a************@hotmail.com, and all communication took place through that address.

Due to both the deletion of our lessons based on a time limit and Novakid acting contrary to the information provided during enrollment, I request that my grievance be resolved. I demand that the lessons we rightfully purchased be reinstated, or that the full amount I paid be refunded.