Refund Policy
On our website, we strive to provide the highest quality educational experience to our students. We understand that sometimes things may not go as planned, and you may need to request a refund. This Refund Policy outlines the circumstances under which you may be eligible for a refund and the process for requesting one. By using our services, you agree to be bound by the terms of this Refund Policy.
1. General Policy
We are committed to offering a satisfying experience to our customers with the tutoring services provided. However, due to the nature of the services offered, all payments are generally non-refundable, except as outlined in this policy.
If you are not satisfied with the tutoring session, please contact us immediately. We will do our best to resolve any concerns you may have regarding the session or tutoring services. Our aim is to offer the best possible educational support.
2. Refund Eligibility
Refunds may be considered under the following circumstances:
a. Cancellation of Sessions
If you cancel a tutoring session by our cancellation policy (detailed below), you may be eligible for a refund, subject to the conditions outlined. If you cancel a session with sufficient notice (as specified in the cancellation policy), you will not be charged for the session. However, if you fail to cancel within the required time frame, you may be charged the full amount for the session.
b. Unfulfilled Sessions
If a tutor fails to show up for a scheduled session or if the session is otherwise not provided, you may be eligible for a full refund for that specific session. If the session is rescheduled to a mutually agreed-upon time, no refund will be provided, but you will be able to attend the rescheduled session.
c. Technical Issues
In the event of technical difficulties that prevent the completion of an online tutoring session (e.g., connectivity issues, or platform failure), we will offer to reschedule the session or issue a refund for the missed session, depending on the circumstances. Refunds for technical issues will be reviewed on a case-by-case basis.
d. Quality of Service
If you are dissatisfied with the quality of the tutoring session or the tutor’s performance, we encourage you to reach out to us within 48 hours of the session. We will investigate the situation and work to resolve any concerns. Depending on the outcome of the review, we may offer a partial or full refund. However, refunds for dissatisfaction are not guaranteed and will be determined on a case-by-case basis.
3. Non-Refundable Services
Certain services are non-refundable, including but not limited to:
Materials and Resources: Fees for any study materials, resources, or other non-refundable purchases associated with tutoring services are not eligible for a refund. If these materials are delivered or made available to you, you acknowledge that they are non-refundable.
4. Cancellation and Rescheduling Policy
To request a refund for a tutoring session, the session must be canceled in accordance with our cancellation policy. Our cancellation and rescheduling policy are as follows:
24-Hour Notice: You must cancel a session at least 24 hours before the scheduled time in order to receive a full refund or reschedule without penalty. If you cancel within 24 hours of the session start time, you may be charged for the full session.
Late Cancellations: If a session is canceled with less than 24 hours’ notice, you may be charged the full session fee, as we are unable to rebook the session with another student in that timeframe.
5. Requesting a Refund
If you believe you are entitled to a refund under this policy, please follow these steps:
1. Contact Us: Email us at [support email] or reach out through your account page to request a refund. Please provide the following information:
- Your full name
- Your account details (email address, phone number, etc.)
- Details of the session(s) in question (e.g., date and time of the session)
- Reason for the refund request
2. Review Process: Once we receive your request, we will review the circumstances surrounding the request. We may ask for additional information to process your request, including communication with the tutor or any technical support team.
3. Refund Decision: We will notify you of our decision regarding your refund request within 7 business days. If a refund is approved, it will be processed through the original payment method used for the transaction.
6. Refund Processing Time
Once your refund request has been approved, it may take 5 to 10 business days for the funds to be returned to your original payment method, depending on your financial institution and payment processor. Please note that we cannot control the processing time of your bank or credit card provider.
7. Chargebacks
If you initiate a chargeback with your bank or credit card provider without first contacting us to resolve your issue, it may result in the suspension or termination of your account and access to our services. We encourage you to reach out to us directly to resolve any issues before resorting to chargebacks.
8. Refund Policy Changes
We may update this Refund Policy from time to time. Any changes to the policy will be posted on this page, and the revised policy will take effect immediately upon posting. Please review this policy periodically to stay informed of any updates.