Cancellation, Refund and Returns Policy

Last updated: 20 May 2025

Thank you for choosing Shani’s Tutoring. This Refund and Cancellation Policy sets out the conditions for refunds, cancellations, and rescheduling. It complies with UK consumer law and aligns with best practices in the EU, US, and California, USA.

Definitions

• Student: Any individual receiving tutoring, regardless of whether they are the purchasing party.
• Tutor: Any individual delivering educational sessions on behalf of Shani’s Tutoring.
• Parent/Guardian: Any individual or organisation arranging tutoring for a student, including legal guardians, family members, or educational institutions.
• Session: A scheduled appointment for tutoring—whether one-to-one, group, lecture, or event.
• Complete Session: A session attended by the tutor and free from tutor/platform disruptions, regardless of student attendance.
• Incomplete Session: A session disrupted due to tutor absence, tutor-side technical issues, or verified platform failures.
• No-Show: A session the student fails to attend without notice, or cancels/reschedules with less than 12 hours’ notice.
• Reschedule: A mutually agreed change to the scheduled session time, made with at least 12 hours’ notice.
• Bundle: A prepaid set of discounted sessions.
• Lecture: A structured teaching session for 16+ students, usually with accompanying resources.
• Membership: A subscription granting access to course content over time.
• Office Hours: Designated drop-in slots for follow-up support.
• Digital Product: Downloadable or online-only materials (e.g. courses, ebooks, revision packs).
• Physical Product: Tangible goods (e.g. printed materials or merchandise).

1. Refund request timeframe

To request a refund, please email hello@shanistutoring.com with your order number and a brief explanation.

• Refunds may be requested within 30 calendar days of purchase.
• After 30 days, payments are non-refundable, except in cases of incomplete sessions.
• Unused sessions may still be rescheduled with at least 12 hours’ notice.
• Approved refunds are processed within 14 calendar days. Please allow for payment provider processing times.

2. Cooling-off period (UK, EU and California residents)

Under the Consumer Contracts Regulations 2013 (UK), EU Consumer Rights Directive, and California Civil Code Section 1750 (Consumers Legal Remedies Act), customers have a 14-day statutory cooling-off period for online purchases.

As a gesture of goodwill, Shani’s Tutoring extends this to 30 days, subject to the conditions in this policy.

If you book a session to occur within 14 days of purchase, you waive your legal right to cancel once the session is scheduled and the tutor attends. This waiver is activated at the point of booking.

3. Single-session refunds

Refunds may be granted if:

• The cancellation is made at least 24 hours in advance and within 30 days of purchase.
• The tutor misses the session without notice.
• A technical fault on the tutor’s or platform’s side disrupts the session for 5+ minutes.
• The session was booked or paid for in error.

Refunds are not available if:

• The cancellation is made less than 24 hours in advance. (You may reschedule with 12+ hours’ notice, except for last-minute bookings.)
• The student is 15+ minutes late or misses the session without prior notice.
• Technical issues are on the student’s side.
• You are dissatisfied with a grade or outcome, despite proper session delivery.

3.1 Last-minute sessions (booked less than 24 hours prior to start time)

• Sessions booked less than 24 hours before the scheduled start time are, by default, considered non-refundable, unless:
  • The tutor fails to attend the session without prior notice;
  • A duplicate payment or booking has occurred;
  • An administrative or technical error has resulted in a double booking or overcharge.
• Rescheduling of last-minute sessions is permitted provided that the rescheduling request is submitted with no less than 12 hours’ notice prior to the session start time. Any rescheduling request received with less than 12 hours’ notice will render the session a no-show, and it will be considered non-refundable and complete.
• By proceeding with a last-minute booking, the purchaser accepts full responsibility for ensuring their availability at the scheduled time. Booking a last-minute session constitutes explicit acceptance of these terms.
• Rescheduling is allowed for last-minute sessions, provided you give at least 12 hours’ notice. Requests made with less than 12 hours’ notice will be treated as no-shows and are not eligible for rescheduling or refund.

Please only book a last-minute session if you are fully available to attend.

4. Rescheduling policy

• Sessions may be rescheduled with 12+ hours’ notice.
• This applies only to one-to-one sessions (single or bundle).
• Group sessions and lectures cannot be rescheduled by individual participants.
• Group sessions may only be rescheduled with:
  • Group consensus
  • At least 3 days’ notice
  • Tutor approval
• Requests made with less than 12 hours’ notice will be treated as no-shows and will not be refunded.

5. No-shows

6. Lateness

• If the student is late, the session will still end at the scheduled time.
• If the tutor is late, the missed time will be:
  • Added to a future session, or
  • Offered as a partial refund.

7. Session completion criteria

• Complete Session: Tutor attended; no tutor/platform disruption.
• Incomplete Session: Tutor absent or major fault on the tutor’s side.

8. Bundles

• Full refund within 30 days, if unused.
• If partially used, refunds will be pro-rated, with the value of each completed or missed session deducted at the full single-session rate (not the discounted bundle rate). This ensures the remaining balance reflects only the unused portion of the bundle.
• No refunds are given after 30 days, even if sessions remain unused.

9. Group sessions and lectures

• If disrupted by tutor or platform fault:
  • A 60-minute make-up session will be provided for group sessions at no extra charge.
  • A recording and free office hour will be provided for lectures.
• Missed sessions due to student absence are considered complete.

10. Memberships and digital products

• These are non-refundable, including within the 14-day statutory period.
• By purchasing, you agree to waive cancellation rights due to immediate access.

11. Physical products

Refunds are available within 30 days of delivery, if:

• The product is unused, in original packaging, and
• Accompanied by proof of purchase.

We do not accept returns for:

• Perishable goods
• Health/personal care items
• Downloadable products
• Final sale items

Return postage is the customer’s responsibility unless the product is defective or incorrect.

12. Learning outcomes and grade expectations

Tutoring is a collaborative process, and success depends on student effort and engagement.

We do not guarantee grades, offers, or results.

Refunds will not be granted due to dissatisfaction with academic outcomes where sessions were delivered as agreed.

13. Code of Conduct

All students, parents/guardians, and institutional clients are expected to conduct themselves professionally and respectfully at all times. By using Shani’s Tutoring services, you confirm that you have read, understood, and agree to comply with the Code of Conduct, which forms part of our terms of service.

• The student or parent/guardian is solely responsible for ensuring that all required equipment, software, and internet connections are tested and functioning prior to the session. Sessions missed or disrupted due to personal technical issues are considered complete and are not eligible for rescheduling or refund.
• Tutors are required to wait a maximum of 15 minutes after the scheduled start time.
• Inappropriate behaviour, harassment, disruption, or failure to follow instructions will result in the session being marked as complete and non-refundable.
• Serious or repeated misconduct may lead to removal from sessions, memberships, or the platform entirely.
  • In such cases, no refunds will be issued for the current billing cycle.
  • Any active subscriptions will be cancelled moving forward.
• Repeated disruption, harassment, or inappropriate behaviour will result in session forfeiture without refund.
• Severe/repeated misconduct may result in permanent removal from sessions or memberships.
  • You will not be refunded for the current billing cycle.
  • Your subscription will be cancelled going forward.

14. Duplicate payments and errors

• Duplicate bookings or accidental payments will be fully refunded.

15. Exceptional circumstances

• Refunds may be granted at our discretion in cases of:
  • Bereavement
  • Hospitalisation
  • Verified emergencies

16. Pricing and policy changes

Shani’s Tutoring is committed to fair and transparent pricing. While we aim to provide advance notice wherever possible, we reserve the right to revise our prices and update this policy at any time in response to changes in market conditions, platform costs, or service enhancements.

• Any pricing adjustments will apply to future purchases only and will not be applied retroactively.
• Past purchases are not eligible for price-matching or reimbursement if the same product or service is later offered at a discounted rate or as part of a promotion.
• Refunds for discounted products or services will be issued at the price actually paid, not the full standard rate.
• We encourage customers to review our policies periodically to stay informed of any changes.

17. Policy updates and governing law

• We reserve the right to amend this policy at any time. Any updates will take effect upon publication and will not apply retroactively to past purchases or sessions.
• We may also modify or discontinue access to digital content or services, provided that such changes do not materially reduce the overall educational value of the offering.
• This policy shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or relating to this policy shall be subject to the exclusive jurisdiction of the English courts.

Contact

For refund, rescheduling, or technical issues:

• Email: hello@shanistutoring.com
• Website: www.shanistutoring.co.uk