At Level Up Tutoring®, we prepare our resources and staff schedules based on set student numbers per half-term. For this reason, we operate a strict refund policy as outlined below.

 

1. General Policy. Payments are made on a per half-term basis. Once a half-term has commenced, all fees are non-refundable. By making a payment, you are securing a place in a fixed-term program, and we are unable to fill that seat once the term has begun.

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2. Missed Lessons. No Refunds for Absence: Refunds, credits, or "make-up" live sessions are not provided if a student misses a lesson due to illness, holidays, or personal scheduling conflicts. Service Substitution: In lieu of a refund, Level Up Tutoring® provides a recorded version of the missed lesson. This ensures the student still receives the educational value of the session they paid for.

 

3. Technical Issues. Student-Side Issues: It is the responsibility of the parent/student to ensure they have a working internet connection and compatible device. No refunds will be issued for technical difficulties experienced by the student. Tutor-Side Issues: In the highly unlikely event that Level Up Tutoring® experiences a technical failure or staff emergency that prevents a lesson from taking place, we will offer a rescheduled "catch-up" session. If a catch-up session cannot be arranged, a pro-rata credit or refund for that specific lesson will be issued.

 

4. Cancellation by the User. Before the Term Starts: If you wish to cancel your booking, you must notify us in writing at least 7 days before the first lesson of the half-term. In such cases, a full refund will be issued. Mid-Term Cancellations: If you choose to withdraw a student during the middle of a half-term, no refund will be given for the remaining lessons.

 

5. Exceptional Circumstances. We understand that life can be unpredictable. At the sole discretion of Level Up Tutoring®, we may consider a partial refund or credit toward a future term in cases of: Prolonged serious illness (documented by a medical professional). Significant family bereavement. Relocation to a time zone where the lessons are no longer accessible. Note: Change of mind, extracurricular clashes, or a student deciding they "no longer want to do it" do not qualify as exceptional circumstances.

 

6. Termination of Service. Level Up Tutoring® reserves the right to terminate a student's enrolment without a refund if the Student Code of Conduct is repeatedly violated or if the tutor's ability to teach the group is significantly hindered by a student's behaviour.