Changing your mind, and getting your money back

Fourteen days to change your mind

You can cancel any purchase within fourteen days. If no session has been delivered and no digital content has been opened, you get everything back. If some of it has been used, you are refunded the balance, worked out the same way as below.

This applies wherever you are. Buyers in the UK and the EU have this right by law for anything bought at a distance; we would rather run one policy than explain to a parent in Sydney why they get less than one in Dublin.

Tutoring hours

Hours are valid for the window stated on each package — two to four months for the hourly packages, longer for summer programs. Within that window you can extend once, for a small administrative fee, or ask for the unused hours back.

How a refund is worked out

Every package price on this site comes from one published rate ladder: the more hours you commit to, the lower the rate on all of them. A refund unwinds that. Hours you have already used are re-priced at the rate those hours alone would have earned, and the difference comes back to you.

We think this is the fairest reading of a volume discount: you keep the benefit of the hours you took, and we do not keep a discount that was given for a commitment that did not happen. It also means a refund never leaves you worse off than if you had bought the smaller package to begin with.

Individual sessions

• Reschedule free of charge with at least 24 hours’ notice.
• Cancel later than that and the session may draw a partial credit from your hours. We use judgement here — illness and emergencies are not a business model.
• New bookings need 48 hours’ notice so a specialist can prepare properly.
• If a tutor cancels on you, the session is restored in full and we will find you a replacement slot before anything else.

Question bank and mock papers

Question bank access is digital, and everything in it is readable the moment access is granted. So the rule is simple: refundable in full until you open it, and not afterwards. At checkout you are asked to confirm you want access straight away and that this is what you are agreeing to. If you would rather keep your fourteen days, say so and we will hold the access until they are up.

If access was granted but never used, tell us within fourteen days and you get all of it back.

Payment plans

Some packages can be paid over four or six monthly instalments. You can stop a plan at any time, by asking us or through your bank or card provider.

When a plan stops, we work out what was actually delivered using the same ladder arithmetic as above. If you have paid more than that, the difference comes back. If you have paid less, we will tell you the balance and how to settle it — and we will not chase you for instalments covering tuition you never received.

A failed payment is not a cancellation. Your provider will retry, and access to anything already delivered stays open while they do. We will get in touch before anything changes.

Diagnostics and consultations

The diagnostic assessment and the first consultation are free. There is nothing to refund and no obligation to go further.

How to ask

Email [email protected] with the name on the account and roughly what you would like to happen. You do not need to give a reason and you do not need to fill in a form.

We aim to reply within two working days and to approve or explain within five. Approved refunds go back to the card or account that paid, which is a requirement of how card payments work rather than a preference of ours. Once we send it, banks usually take five to ten working days to show it.

Your rights either way

Nothing here reduces the rights you already have. Our services come with guarantees under the Australian Consumer Law that cannot be excluded, including that they are provided with due care and skill and are fit for the purpose you told us about. If we fail one of those, you may be entitled to a refund or to have the service supplied again, whichever the law provides for. Buyers in the UK and the EU keep their statutory rights too.

If you think something has gone wrong, please tell us before you tell your bank. A conversation is faster than a chargeback for both of us, and we would rather fix it.