Refund Policy and Way to Claim
The Australian Consumer Law sets out consumer rights that are called consumer guarantees. These include your rights to a repair, replacement or refund where a product or service you buy fails to meet our consumer guarantee.
Aussie Tutor offers two payment methods to pay for tutoring session fees
- Pay as you go – payment for sessions are processed seven days prior to the scheduled session.
- Pre-paid bundle – a package of sessions purchased upfront for a discount. Pre-paid bundles are not refundable.
Aussie Tutor offers two services:
- One-to-one tutoring programs (‘Individual Learning’) and;
- Small group tutoring programs (between two and five students in the physical spot) (‘Class Room Learning’).
If you are enrolled in Individual Learning and pay-as-you-go:
- You will be charged for your first tutoring session in advance. This fee is non-refundable.
- You will be charged for your second tutoring session seven days prior to that second scheduled session. This fee is non-refundable.
- You will be charged for all subsequent scheduled tutoring sessions at least seven days prior to the scheduled date of that session.
- If you cancel a scheduled tutoring session (other than the first two sessions):
- More than 48 hours before the scheduled session, you can reschedule your session for a different time prior to your next session or request a full refund.
- The day before the scheduled session, you can reschedule for a different time before your next session or you will lose $40 of your session fee.
- The same day as that session is scheduled, (excluding the hour before your session – see below), you may reschedule your session for another time prior to your next session to avoid losing your session fee, and no refunds apply.
- Less than 1 hour before the scheduled session or if you fail to appear for a session, you will not be entitled to a refund for that session even if you wish to reschedule.
If you are enrolled in Individual Learning and pay via a pre-paid bundle:
- If you cancel a scheduled tutoring session:
- More than one hour before the scheduled session, you can reschedule your session for a different time prior to your next session. You are not entitled to a refund.
- Less than one hour before the scheduled session or fail to arrive for a session, you are not entitled to reschedule that session, nor are you entitled to a refund.
If you are enrolled in Class Room Learning:
- You will be charged for your first tutoring session in advance. This fee is non-refundable.
- You will be charged for your second tutoring session seven days prior to that second scheduled Session. This fee is non-refundable.
- You will be charged for all subsequent scheduled tutoring sessions at least seven days prior to the scheduled date of that session.
- If you miss a session or can’t make an upcoming session, no refund is available. You can still access recordings for any missed sessions.
- You may cancel a scheduled tutoring session up to seven days before the scheduled session at no charge (noting that where you have elected to pay via a pre-paid bundle, no refund is available).
Requests for refunds outside of the above criteria will be only be considered by Aussie Tutor under exceptional circumstances and on a case by case basis.
Policy
Cancellation where there is a failure in delivery of a session
Under the Australian Consumer Law, the tutoring sessions offered by Aussie Tutor come with the guarantee that they will be:
- provided with acceptable care and skill or technical knowledge and taking all necessary steps to avoid loss and damage.
- fit for the purpose or provide the services that Aussie Tutor and you agreed to; and
- delivered within a reasonable time frame of the scheduled session time/s
Aussie Tutor is legally obliged to provide a full refund if requested, where there is a ‘major failure’ of one or more of the guarantees. A major failure occurs where the service:
- has a problem that would have stopped you from buying it if they had known about it; or
- is substantially unfit for its purposes and cannot easily be fixed with a reasonable time; or
- does not meet the specific purpose that it was intended for and cannot easily be fixed within a reasonable time period.
If the failure that has occurred is not a major failure but is still a failure on the part of Aussie Tutor, Aussie Tutor is required to rectify the failure. This might involve, but is not limited to, rescheduling a tutoring session, or part of a tutoring session.
Procedures for refund request
Should you wish to request a refund, please contact Aussie Tutor Customer Support via contact email ID.