Refund Policy

Introduction

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.

Purpose and Scope

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").

Background

• Tutor Lim offers two payment methods for tutoring session fees:

  • Pay as you go (Hourly type) – Payment for sessions is processed seven days prior to the scheduled session.
  • 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.
• Tutor Lim offers two services:

• • One-to-one tutoring programs (referred to as "Individual Learning")
  • Small group tutoring programs (between two and ten students) (referred to as "Group Learning")

• Tuition Session:

  • You will be charged for your first tutoring session in advance, and this fee is non-refundable.
  • You will be charged for your second tutoring session seven days prior to the session, and this fee is non-refundable.
  • You will be charged for all subsequent scheduled tutoring sessions at least 48 hours prior to the scheduled date.
  • If you cancel a scheduled tutoring session:
    • More than 48 hours before the session, you can reschedule within the same week without any refunds.
    • The day before the session, you can reschedule within the same week or lose 50% of your session fee without any refunds.
    • 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.
    • Less than 1 hour before the session or if you fail to appear, you will not be entitled to a refund or rescheduling.
• Termination:

• • 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.

• Tuition Session:

  • More than one hour before the session, you can reschedule prior to your next session. You are not entitled to a refund.
  • Less than one hour before the session or if you fail to arrive, you are not entitled to reschedule or a refund.
• Termination:
  • 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.

• Tuition Session:

  • You will be charged for your first tutoring session in advance, and this fee is non-refundable.
  • You will be charged for your second tutoring session at least 48 hours prior to the session, and this fee is non-refundable.
  • You will be charged for all subsequent scheduled tutoring sessions at least 48 hours prior to the scheduled date.
  • 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.
• Termination:
  • 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.

Refund Policy

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:

• The lesson must have taken place within 7 days of the refund request.
• 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.

Procedures for Refund Request

Should you wish to request a refund, please contact Tutor Lim Customer Support here.