We’re pleased to announce upgrades to our customer portal, which will make it easier for you to change scheduled tutoring sessions in just a few clicks, and to make up missed sessions.
We’d also like to let you know about changes to our refund policy, which will apply from January 15, 2020.
Changes to our refund policy
We offer access to top tutors from around Australia and as part of this, we ask tutors to schedule and save time for every session our students need.
Things come up from time to time and that’s fine, but in order to provide compensation to tutors for their lost income and last-minute changes to their timetables, the following policies apply:
Small Group sessions
If you miss a small group session or can’t make an upcoming session, no refund will be available. You can still access recordings for any missed sessions, allowing you to catch up during the week and ask any questions at your next session.
1-to-1 sessions
We realise that things can come up, many of which are outside of your control. The more notice you can give us of changes to your schedule, the better. Our refund policy reflects this:
- Less than 1 hour before your session or failing to appear for a session = no refund and no opportunity to reschedule.
- Same day changes (excluding the hour before your session) = reschedule for another time before your next session to avoid losing your session fee (no refunds will apply).
- The day before your session = reschedule for another time before your next session to avoid losing $40 of your session fee.
- More than 48 hours before your session = you can reschedule for a different time before your next session or request a full refund.
1-to-1 bundle purchases:
- Less than 1 hour before your session or failing to appear for a session = no refund and no opportunity to reschedule.
- More than one hour before your session = reschedule for another time before your next session to avoid losing your session fee (no refunds will apply).
Introducing our new manage session tool
On February 1, we’ll introduce a range of new features to our customer portal, including a new manage session tool.
- View your tutor’s availability, reschedule sessions or book a makeup session with another tutor
- Skip a session
- Submit a request to pause your learning sessions or permanently change your session times.
Please don’t hesitate to contact our wonderful support team with any questions or comments regarding our rescheduling policy updates.
We look forward to partnering with you on your unique learning journey in 2020.
