1. Purpose
This Refund Policy explains when a payment for Educere tutoring, a self-paced course, a class, a bundle, or another learning service may be refunded, credited, corrected, or declined. It is intended to make outcomes predictable while recognising consumer rights, genuine emergencies, technical failures, and the preparation time reserved for a learner.
This policy forms part of the Terms of Service. Appointment changes are also governed by the Cancellation and Rescheduling Policy. The service description and checkout may contain a specific refund term. A specific term applies only if it was clearly shown before purchase and does not remove a right that applicable law makes mandatory.
Educere's current operating rules are set out below. The final legal entity and governing jurisdiction are still being confirmed, so the policy is published with an express commitment that non-excludable local consumer rights prevail.
2. Core principles
Educere applies refunds according to five principles: clarity before purchase, fair treatment, consistency across channels, protection against misuse, and preservation of mandatory rights. We consider what was purchased, how much was delivered or accessed, why the service could not proceed, when notice was given, and whether Educere can reasonably correct the problem.
A refund returns eligible money to the original payment method where practical. A credit places value on the learner's Educere account for future use. A reschedule moves an appointment without returning money. A correction fixes an overcharge, duplicate charge, or payment error. These remedies are different, and the appropriate one depends on the circumstances.
Educere will not deny a lawful remedy merely because a learner used the word refund instead of cancellation, complaint, or charge correction. We will review the substance of the request.
3. Mandatory consumer rights
Nothing in this policy excludes a refund, repeat performance, price reduction, cancellation right, warranty, or other remedy that applicable consumer law does not permit Educere to limit. If a local cooling-off period, digital-content rule, distance-contract right, or service guarantee gives a customer greater protection, that rule prevails.
Some laws treat a service differently after performance begins at the customer's express request. Some treat immediately accessible digital content differently after download or substantial use. Educere will request any legally required acknowledgement during checkout rather than relying on hidden wording here.
This policy offers operational remedies in addition to mandatory law. Providing a discretionary credit or refund does not mean the same legal rule applies to every transaction.
4. Requesting a refund
Submit a request through the Contact page. Include the account name, purchase email, transaction or order reference, service name, purchase date, session date if relevant, reason for the request, and preferred resolution. Do not provide a full card number, security code, password, or unnecessary identity document.
Send the request promptly. Delay may affect the records available and whether a session can be released to another learner. Educere may ask a reasonable follow-up question or request evidence of a duplicate charge, outage, access error, or emergency. Verification will be proportionate and limited to what is needed.
A parent or guardian should submit requests concerning a minor's purchase. Educere may verify authority before discussing account or transaction information.
5. One-to-one tutoring cancelled on time
Unless a booking page clearly states a different approved rule, a learner may cancel a confirmed tutoring session at least 24 hours before its scheduled start and choose a full refund of the session price or an equivalent account credit. The payment provider's non-refundable external fee may be excluded only if it was disclosed before purchase and applicable law permits that exclusion.
The booking system's timestamp determines whether the request met the 24-hour window. Session times are stored using Coordinated Universal Time, or UTC, and displayed to users in their selected or detected local timezone. A timezone display error caused by Educere will not be held against the learner.
Instead of cancelling, the learner may use the rescheduling option described in the Cancellation and Rescheduling Policy. Rescheduling is often faster and avoids payment-processing delays.
6. Late tutoring cancellation
A cancellation made less than 24 hours before the scheduled start is ordinarily not refundable because the instructor reserved the time and may have prepared for the session. Educere may offer one discretionary reschedule or credit for a documented emergency, sudden illness, bereavement, major outage, or comparable event.
Discretion considers timing, previous exceptions, whether notice was given as soon as reasonably possible, and whether the slot could be used by another learner. Educere will not require excessive sensitive details. A concise explanation or suitable non-sensitive evidence is enough where verification is reasonable.
A denied late-cancellation refund does not affect a remedy where Educere failed to provide the service, the booking displayed the wrong time because of an Educere system error, or mandatory law requires a refund.
7. Learner no-shows
A learner who does not join within 15 minutes after the confirmed start and has not contacted Educere is ordinarily treated as a no-show. The session may be treated as delivered and is not normally refundable. The instructor is not required to extend beyond the original end time.
If the learner contacts Educere during the session window, the instructor may use the remaining time if practical. If a verified platform failure, widespread internet outage, emergency, or timezone defect prevented attendance, Educere will review a reschedule or credit fairly.
Repeated no-shows may lead to booking restrictions until the learner confirms availability and account details. The aim is to protect teaching time, not to impose a penalty unrelated to loss.
8. Late arrival
A learner arriving within the first 15 minutes may receive the remaining portion of the scheduled session. The session still ends at the original time unless the instructor chooses to extend and no later booking is affected. The unused opening minutes are not refundable.
When Educere or the instructor is late, the learner will receive the full purchased teaching time through an extension, reschedule, proportional refund, or credit. If the instructor has not joined within 15 minutes and no reliable update is provided, the learner may leave and request a full remedy.
9. Educere cancellation
If Educere cancels a tutoring session before it begins, the learner may choose a full refund, an equivalent credit, or a mutually acceptable reschedule. No late-cancellation restriction applies. If Educere ends a session early for reasons not caused by the learner, the remedy will reflect the undelivered portion and circumstances.
Educere may first propose an alternate instructor or time, but the learner is not required to accept a materially different service. A refund for an Educere cancellation should include the amount paid for the affected service, subject to payment-provider mechanics and mandatory law.
10. Technical failure during tutoring
Both parties should take reasonable steps to test their device, connection, microphone, camera where required, and meeting link. If Educere's platform, account configuration, or instructor connection prevents delivery, Educere will offer a reschedule, credit, or refund appropriate to the lost teaching time.
If the learner's device or connection causes the failure, the session is ordinarily not refundable after the 24-hour deadline. Educere may provide troubleshooting, use an alternate approved channel, or offer a discretionary credit when circumstances are unusual and the learner acted promptly.
If responsibility cannot reasonably be determined, a fair shared solution may include a partial credit, shortened replacement session, or reschedule. No rule limits rights arising from a defective service under applicable law.
11. Self-paced course review period
Unless a course page states a more generous term, a learner may request a full refund within 14 calendar days after purchase if no more than 20 percent of the substantive course content has been accessed or completed and no substantial downloadable resource has been downloaded. This review period allows a learner to check fit without consuming most of the product.
Course progress, video or lesson access, quiz attempts, and downloads may be used to assess the threshold. Navigation to an introduction, syllabus, or welcome page does not by itself amount to substantive use. Educere will interpret ambiguous activity reasonably.
If local law provides a longer cooling-off period or different digital-content rule, that law applies. If checkout lawfully asks the customer to request immediate performance and acknowledge an effect on cancellation rights, the acknowledgement will be displayed separately and clearly.
12. Course refunds after the review period
After the 14-day review period or more than 20 percent substantive use, a change of mind is ordinarily not refundable. Educere will still provide an appropriate remedy when the course is materially misdescribed, persistently inaccessible, technically defective, unlawfully supplied, or missing a substantial promised component.
Educere may first attempt repair, alternative access, an extension, or replacement content if that can be done promptly and without significant inconvenience. A full or proportional refund may be appropriate when correction is impossible, delayed, or insufficient.
Dissatisfaction based only on personal preference, failure to study, a changed schedule, or an outcome that was never guaranteed does not ordinarily make a course defective. Educere will nevertheless consider accessibility and serious hardship requests individually.
13. Course access and expiry
The course page should state how long access lasts. Failure to use a course before a clearly disclosed expiry is not ordinarily refundable. If no access period was disclosed, Educere will provide a reasonable period or a fair remedy rather than impose an unexpected expiry.
If Educere retires a paid course early, learners will receive reasonable notice and an opportunity to complete or download permitted materials. When the remaining access or educational value is materially reduced, Educere may provide replacement content, extend another course, issue credit, or grant a proportional refund.
Account suspension for serious misuse does not automatically create a refund right, although Educere will distinguish consumed services from unused value and will respect mandatory law.
14. Bundles and packages
A bundle may combine tutoring sessions, courses, resources, or support. A refund for an unused bundle will account for the value already used. Unless the checkout states a different fair allocation, used items may be valued at their ordinary standalone price and the remaining eligible balance refunded.
The calculation will not create an amount greater than the price paid or apply undisclosed penalties. Promotional bonus items may have zero refund value. If Educere cancels the remaining bundle, the learner receives a fair refund for the unused portion without losing a promotional benefit already consumed in good faith.
Tutoring appointments inside a bundle remain subject to the 24-hour change rule. A course inside a bundle remains subject to its digital-content review threshold.
15. Subscriptions and recurring plans
If Educere introduces a subscription, the checkout will state the billing frequency, price, included services, renewal date, cancellation method, and effect of cancellation. Cancelling a subscription stops future renewal but does not automatically refund the current billing period.
A refund for the current period may be available if requested promptly after an unintended renewal and little or none of the renewed service has been used, or where applicable law requires it. Educere will not use unreasonable cancellation barriers.
Pauses, credits, unused sessions, and rollover rules will be stated before purchase. No recurring plan is created merely because a learner makes more than one separate purchase.
16. Group classes and cohorts
Group classes may depend on a minimum enrolment, fixed start date, and shared schedule. The class page will state any special cancellation deadline. If Educere cancels a cohort or materially changes its schedule, learners may choose an appropriate replacement or full refund for the affected amount.
A learner withdrawing after a cohort begins may receive a proportional refund only where the published term, exceptional circumstances, or law provides it. Materials already accessed and live classes already delivered may be deducted fairly.
If another participant's conduct disrupts a class, Educere will address that conduct. A disruption does not automatically create a refund for every attendee, but Educere will remedy a material loss of teaching time.
17. Duplicate and incorrect charges
Educere will correct a verified duplicate charge, overcharge, wrong currency caused by checkout configuration, or payment captured after a confirmed cancellation. Contact Educere promptly with the transaction references and amounts.
A temporary bank authorisation that later disappears may not be a completed charge. Educere may ask the learner to wait for the provider's normal settlement period or provide a statement showing both completed transactions. Only the minimum transaction information needed should be shared.
Where Educere made the error, the full erroneous amount will be returned without an administrative deduction. External exchange-rate movements may affect the amount displayed by a bank, but Educere will provide transaction evidence and cooperate reasonably.
18. Discounts, coupons, and credits
A refund does not exceed the amount actually paid. If a coupon reduced the price, the refund is based on the discounted amount. A single-use coupon may be restored when a purchase is fully refunded before meaningful use, but restoration is not guaranteed if the promotion expired or its terms prohibit reuse.
Account credits are applied according to their stated terms. Purchased credit should generally retain its paid value, while free promotional credit may expire and may not be redeemable for cash. A refund paid partly by card and partly by credit may be returned proportionally to those sources.
Referral rewards, gifts, and prizes follow their published rules and mandatory law. Educere will not describe paid value as non-refundable merely by relabelling it promotional.
19. Gifts and purchases for another learner
The purchaser ordinarily receives the monetary refund to the original payment method. The learner may receive a replacement, reschedule, or credit only with appropriate authorisation. Educere will protect transaction and account privacy when the purchaser and learner differ.
If a gift course is unredeemed, the purchaser may request a refund within the applicable review period. Once redeemed and substantially accessed, course-use rules apply. A gift does not remove the learner-safety and parental-authority requirements for minors.
20. Payment-provider and bank timing
After Educere approves a refund, it will submit the instruction to the payment provider as soon as reasonably practical, ordinarily within five business days. The provider or receiving bank may take an additional five to ten business days or longer to display funds. International, wallet, and closed-card refunds may require extra handling.
Educere cannot accelerate a bank's internal process but will provide a refund reference where available. If the original method is unavailable, Educere may request a lawful alternative after verifying the purchaser. Never send replacement bank details through an insecure or unverified channel.
Refunds are generally returned in the original transaction currency. Exchange-rate differences and independent bank charges are outside Educere's control unless law assigns responsibility differently.
21. Chargebacks and payment disputes
Customers may use rights available through their bank or payment provider. Contacting Educere first often allows a faster correction, but this policy does not require a person to surrender a lawful dispute right.
If a chargeback is opened, Educere may provide the provider with relevant transaction, booking, access, communication, and policy records. Access to the disputed service may be paused while duplicate recovery is prevented. Educere will not retaliate for a good-faith dispute.
Fraudulent or knowingly false chargebacks may lead to account restriction and recovery of lawful costs, subject to evidence and applicable law. A resolved provider dispute will be reflected in Educere's account records.
22. Emergencies and compassionate exceptions
Serious illness, bereavement, disaster, caregiving crisis, or another exceptional event may justify a reschedule, credit, extension, or refund outside ordinary rules. Contact Educere as soon as reasonably possible and share only enough information to support the request.
Educere will consider the learner's age, notice, prior exceptions, unused value, instructor preparation, and possibility of an alternative. We aim for humane consistency rather than rigid proof requirements. Approval remains discretionary unless law creates a right.
23. Abuse and repeated requests
Educere may decline a refund that appears to involve substantial consumption followed by an opportunistic request, account sharing, repeated late cancellation, copied or downloaded materials, false evidence, or payment fraud. A decision will be based on records and circumstances, not a blanket assumption.
Before denying a significant request for suspected abuse, Educere will normally explain the concern and allow a response, unless doing so would create a security or legal risk. Legitimate complaints, accessibility needs, and statutory rights are not abuse.
24. Complaint and review
If you disagree with a refund decision, reply through the Contact page and request a review. Identify the decision, explain what was overlooked, and provide relevant information. A person not directly responsible for the first decision should review the matter where staffing reasonably allows.
Educere will provide a concise explanation of the final operational outcome. You may also contact a consumer authority, privacy authority, payment provider, or court with jurisdiction. Internal review does not extend or shorten a mandatory external deadline.
25. Relationship to cancellation rules
Cancellation determines whether a booking will proceed. Rescheduling moves it. Refund determines what happens to money. A timely cancellation may create a refund choice; a late cancellation may not. An Educere cancellation creates a full remedy. The Cancellation and Rescheduling Policy gives the detailed scheduling procedure.
If the two policies appear inconsistent, the provision that is more specific to the event controls, while mandatory law always prevails. Educere will update both documents together when operational windows change.
26. Changes and contact
Educere may update this policy for new services, payment providers, legal requirements, or operational lessons. The effective and updated dates will appear on the page. A material change will not retroactively reduce the rights attached to an earlier purchase unless law requires the change or the customer agrees.
For a refund request or question, use the Educere Contact page. Include the order or booking reference and a clear summary. Educere will add its verified legal entity, address, and dedicated billing contact after final business confirmation and legal review.
27. Record of the outcome
When a request is approved, Educere will identify the remedy, amount, currency, destination, and date submitted to the payment provider. When a request is declined or only partly approved, Educere will explain the main operational reason and point to the relevant rule. This record helps the customer, Educere, and any authorised reviewer understand what happened.
Keep the order confirmation, cancellation acknowledgement, and refund reference until the funds appear. If the expected period passes without receipt, contact Educere before sending sensitive bank information. We may ask for a redacted statement showing the missing transaction, but never a password, card security code, or full card number.