Cancellation & Rescheduling
This policy sets out what happens if you need to change or cancel a booking, and what happens if we do. It forms part of our Terms & Conditions and should be read with Clause 3 and Clause 9 of those Terms.
Last updated: [DATE ON PUBLICATION]
Section 1
Free consultations
The initial fifteen-minute consultation is free. You can cancel or reschedule it at any time at no cost, and if you are unable to attend you are welcome to book again.
Consultation requests are confirmed on approval and the earliest available slot is the next business day. We may decline a request without giving reasons.
Section 2
Individual lessons and sessions
This applies to English tutoring lessons and exam preparation sessions booked by the hour.
More than [24 / 48] hours
Rescheduled at no charge
Less than [24 / 48] hours
[Charged in full, or one free reschedule per term]
No notice and no attendance
Charged in full
Where the learner is under 18, notice given by a parent or guardian is treated as notice given by the client.
Section 3
Session blocks
Blocks of ten sessions are paid in advance at a lower per-session rate.
Individual sessions within a block can be rescheduled under the notice periods in Section 2
Sessions [do not expire, or must be used within PERIOD]
Unused sessions are [refundable at the individual session rate, or non-refundable]
Section 4
Advisory packages
Because admissions and career packages are priced by deliverable rather than by the hour, cancellation is assessed against the work completed, as set out in Clause 3 of our Terms.
If you cancel before we have begun any work, you may be eligible for a full refund, minus any transaction or bank fees.
If we have already begun work, a partial refund may be possible depending on how much has been done.
There are no refunds for portions of the service already delivered.
If your own deadline moves, a package can be paused for up to [PERIOD] rather than cancelled.
Section 5
If we cancel or reschedule
You can take an alternative time at no cost, or receive a full refund of the affected sessions
If your adviser or teacher becomes unavailable, we will offer a replacement of equivalent background, or a refund of the undelivered portion
You may request a different adviser at any point without giving reasons
Section 6
Refunds
Approved refunds are processed within 15 business days of approval, to the original payment method, after deducting any applicable fees or costs already incurred.
Section 7
Your statutory rights
[FOR LEGAL REVIEW. Clients in the United Kingdom buying services at a distance generally have a statutory cancellation period, with specific rules where the service begins during that period. The Swiss and Indian positions differ. This section must be drafted by a lawyer and must not conflict with Sections 2 to 4 above.]
Nothing in this policy affects rights you have under consumer law that cannot be excluded.