Cancelling a session
- More than 24 hours before: full refund, no questions.
- Less than 24 hours before: 50% refund, because the tutor's slot cannot be refilled.
- You do not attend and do not tell us: no refund.
- We cancel or reschedule: full refund, or a free replacement session — your choice.
If the work was not good enough
Tell us within seven days of delivery and explain what fell short. We will either reassign it to a different tutor and redo it at no cost, or refund it. You choose.
We would genuinely rather lose the fee than have you tell people our feedback was vague. There is no approval committee and no fixed quota for this.
Late delivery
If we deliver draft feedback after the agreed time, you get 25% back. If it arrives after your submission deadline and is therefore useless to you, you get everything back.
Your statutory rights
UK and EU consumers have 14 days to cancel a distance contract. If you asked us to start inside that window you may be charged for what we have already delivered, but not for the rest.
Australian and New Zealand consumers have non-excludable guarantees under the Australian Consumer Law and the Consumer Guarantees Act. Nothing in this policy reduces them.
When there is no refund
One situation only: where we terminate your account because you asked us to produce work for submission, sit an assessment, or otherwise cross the academic integrity line set out in our terms.
We will refuse that request the first time and explain why. If it continues, the agreement ends and the fee is not returned.
How to claim
Email [email protected] with your order reference and what went wrong. We respond within two working days and pay approved refunds to the original payment method within five working days.