Refund Policy

1. Our satisfaction guarantee

If your first session isn't right, tell us within 24 hours and we'll rematch you or refund it in full.

The guarantee exists because a bad match is our problem to fix, not yours to pay for.

2. First session guarantee

If your first session with a new tutor does not meet expectations, tell us within 24 hours of the session ending. You may choose either:

• A full refund of that session, or
• A rematch to a different tutor with the session credited to your account

3. Package refunds

Unused sessions in a Starter or Growth package are refundable on the following scale, calculated from the date of purchase:

• Within 7 days — 100% of unused sessions refunded
• 8 to 30 days — 75% of unused sessions refunded
• 31 to 60 days — 50% of unused sessions refunded
• After 60 days — unused sessions remain available until the package expiry date, but are not refundable

Sessions already delivered are charged at the standard single-session rate before the refund is calculated.

4. Monthly subscription refunds

Monthly Unlimited can be cancelled at any time and will run to the end of the paid period. We do not prorate part-months, except where no sessions at all were taken in that period — in which case the month is refunded in full.

5. Cancellation policy

• More than 24 hours' notice — no charge, session returned to your balance
• Less than 24 hours' notice — session charged in full
• No-show — session charged in full
• Tutor cancellation — session returned to your balance in full, at any notice

6. How to request a refund

Email [email protected] with:

• The name on the booking
• The package or session dates concerned
• The reason for the request

We acknowledge within 2 working days and process approved refunds to the original payment method within 10 working days.

7. Exceptions

Refunds are not available in the following cases:

• Sessions already delivered, outside the first-session guarantee
• Dissatisfaction with a grade or admission outcome — we do not guarantee results
• Accounts closed for breach of our Terms or Academic Integrity Policy
• Requests made after a package expiry date has passed

8. Contact us

Questions about this policy can go to the address below.

Billing questions that are not refund requests can go to [email protected].