Refund Policy

The Australian Consumer Law sets out consumer rights that are called consumer guarantees. These include your rights to a repair, replacement or refund where a product or service you buy fails to meet our consumer guarantee.

PAYMENT

• Intuition Educational Support offers two payment methods to pay for tutoring session fees:
• Pay as you go – payment for sessions is processed seven days prior to the scheduled session.
• Pre-paid bundle – a package of sessions purchased upfront for a discount. Prepaid bundles are not refundable.

SERVICE

Intuition Educational Support offers two services:

• One-to-one tutoring programs (‘Individual Learning’) and;
• Small group tutoring programs (between two and eight students) (‘Group Learning’).

If you are enrolled in Individual Learning and pay-as-you-go:

• You will be charged for your first tutoring session in advance. This fee is non-refundable.
• You will be charged for all subsequent scheduled tutoring sessions at least seven days prior to the scheduled date of that session.

CANCELING AND RESCHEDULING

If you cancel a scheduled tutoring session (other than the first session):

• More than 48 hours before the scheduled session, you can reschedule your session for a different time prior to your next session or request a full refund.
• The day before the scheduled session, you can reschedule for a different time before your next session, or you will lose $40 of your session fee.
• The same day as that session is scheduled (excluding the 6 hours before your session – see below), you may reschedule your session for another time prior to your next session to avoid losing your session fee, and no refunds apply.
• Less than 6 hours before the scheduled session or if you fail to appear for a session, you will not be entitled to a refund for that session, even if you wish to reschedule.
• You may cancel a scheduled tutoring session up to seven days before the scheduled session at no charge (noting that where you have elected to pay via a pre-paid bundle, no refund is available).

If you are enrolled in Individual Learning and pay via a prepaid bundle:

If you cancel a scheduled tutoring session:

• More than 6 hours before the scheduled session, you can reschedule your session for a different time prior to your next session. You are not entitled to a refund.
• Less than 6 hours before the scheduled session or fail to arrive for a session, you are not entitled to reschedule that session, nor are you allowed to receive a refund.

If you are enrolled in Group Learning:

• You will be charged for your first tutoring session in advance. This fee is non-refundable.
• You will be charged for all subsequent scheduled tutoring sessions at least seven days prior to the scheduled date of that session.
• If you miss a session or can’t make an upcoming session, no refund is available. You can still access materials for any missed sessions.

The Australian Consumer Law sets out consumer rights that are called consumer guarantees. These include your rights to a repair, replacement or refund where a product or service you buy fails to meet our consumer guarantee. Under this law, there are certain instances where we can offer a refund.

Cancellations due to change of mind will not be refunded but instead given a credit of use. We will credit you in the amount of remaining lessons toward future lessons. Cash/monetary refunds for change of mind WILL NOT be honoured as per consumer law. If a monetary refund is granted, a $2 fee from each hour will be deducted from the refund, as this is a fee we would otherwise incur from our payment provider. Additionally, discounts for up-front fees will be forfeited.

" A business can refuse to give you a free repair, replacement or refund if: you simply changed your mind (No longer want tutoring); you misused the product or service in a way that contributed to the problem (Did not follow tutors advice); you asked for a service to be done in a certain way against the advice of the business (Was suggested you do certain things or don't sit the test but do so anyways), or were unclear about what you wanted."

Requests for refunds outside of the above criteria will only be considered by Intuition Educational Support under exceptional circumstances and on a case-by-case basis.

FAILURE TO DELIVER POLICY

Cancellation where there is a failure in the delivery of a session under the Australian Consumer Law, the tutoring sessions offered by Intuition Educational Support come with the guarantee that they will be:

• Provided with acceptable care and skill or technical knowledge and taking all necessary steps to avoid loss and damage.
• Fit for the purpose or provide the services that Intuition Educational Support and you agreed to; and 
• delivered within a reasonable time frame of the scheduled session time/s

Intuition Educational Support is legally obliged to provide a full refund if requested where there is a ‘major failure’ of one or more guarantees. A significant failure occurs where the service:

• has a problem that would have stopped you from buying it if they had known about it; or
• is substantially unfit for its purposes and cannot easily be fixed within a reasonable time; or
• does not meet the specific purpose that it was intended for and cannot easily be fixed within a reasonable time period.

If the failure that has occurred is not a major failure but is still a failure on the part of Intuition Educational Support, we are required to rectify the failure. This might involve but is not limited to, rescheduling a tutoring session or part of a tutoring session.

PROCEDURE FOR REFUND REQUEST

Should you wish to request a refund, please contact Intuition Educational Support Accounts via email at accounts@intuitionedsupport.com.au