Please refer to our refund policy below. If you have any additional inquiries, please contact us today, and we will gladly assist you.
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1.1 The Australian Consumer Law sets out consumer rights known as consumer guarantees. These guarantees include your rights to a repair, replacement, or refund when a product or service you buy fails to meet our consumer guarantee.
2.1 This policy applies to the refund of tutoring session fees paid by students/parents (referred to as "You" or "you") to Tutor Lim Pty Ltd (referred to as "Tutor Lim").
3.1 Tutor Lim offers two payment methods for tutoring session fees:
(a) Pay as you go (Hourly type) – Payment for sessions is processed seven days prior to the scheduled session.
(b) Pre-paid bundle – A package of sessions purchased upfront for a discount. Pre-paid bundles are non-refundable, except under "Policy" clause stated within this knowledge article.
3.1 Tutor Lim offers two services:
(a) One-to-one tutoring programs (referred to as "Individual Learning")
(b) Small group tutoring programs (between two and ten students) (referred to as "Group Learning")
4.1 Tuition Session:
(a) You will be charged for your first tutoring session in advance, and this fee is non-refundable.
(b) You will be charged for your second tutoring session seven days prior to the session, and this fee is non-refundable.
(c) You will be charged for all subsequent scheduled tutoring sessions at least 48 hours prior to the scheduled date.
(d) If you cancel a scheduled tutoring session:
(d.1) More than 48 hours before the session, you can reschedule within the same week without any refunds.
(d.2) The day before the session, you can reschedule within the same week or lose 50% of your session fee without any refunds.
(d.3) On the same day as the session (excluding the hour before the session), you may reschedule prior to your next session to avoid losing your session fee without any refunds.
(d.4) Less than 1 hour before the session or if you fail to appear, you will not be entitled to a refund or rescheduling.
4.2 Termination:
(a) After notifying us of the termination of tutoring via email to hello@tutorlim.com, all PAYG students will be charged for any remaining lessons as usual. Cash refunds are not available for PAYG.
5.1 Tuition Session:
(a) More than one hour before the session, you can reschedule prior to your next session. You are not entitled to a refund.
(b) Less than one hour before the session or if you fail to arrive, you are not entitled to reschedule or a refund.
5.2 Termination:
(a) After notifying us of the termination of tutoring via email to hello@tutorlim.com, any unused balance will be refunded as tutoring credit. Cash refunds are not available
5.1 Tuition Session:
(a) You will be charged for your first tutoring session in advance, and this fee is non-refundable.
(b) You will be charged for your second tutoring session at least 48 hours prior to the session, and this fee is non-refundable.
(c) You will be charged for all subsequent scheduled tutoring sessions at least 48 hours prior to the scheduled date.
(d) If you miss a session or can't make an upcoming session, no refund is available. For online tutoring, you may still access recordings for missed sessions.
5.2 Termination:
(a) After notifying us of the termination of tutoring via email to hello@tutorlim.com, any unused balance will be refunded as tutoring credit. Cash refunds are not available.
Cancellation where there is a failure in the delivery of a session Under the Australian Consumer Law, Tutor Lim is obligated to provide a full refund if there is a 'major failure' in the tutoring sessions. Tutor Lim is required to rectify any other failure that is not a major failure.
We offer refunds within 7 days from the date of the first lesson, provided no subsequent lessons have been undertaken. To be eligible for a refund, the following conditions must be met:
(a) The lesson must have taken place within 7 days of the refund request.
(b) Only one lesson has been undertaken.
Prior to processing any refund, our service team will make every effort to find a replacement tutor for you, free of charge. Our goal is to match you with a tutor who better suits your specific needs and learning style.
Engagements purchased under a discounted pack are only entitled to a credit refund. A credit refund means that students/families can use the credit hours to request a replacement tutor or credit transfer to another student.
Refunds will be evaluated on a case-by-case basis. Any approved refund may take up to 30 days to process.
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