Fee, cancellation and refund policy

New students can book a free 30-minute trial with a recommended tutor.

No payment or credit card is required for the trial.

The trial gives the student and family time to:

• meet the tutor
• discuss the curriculum and subject
• explain current academic priorities
• see how the tutor teaches
• decide whether to continue

There is no obligation to purchase regular lessons after the trial.

If the recommended tutor is not a suitable match, you can ask us to look for another tutor, subject to availability.

Because the trial is free, no refund applies to the trial itself.

We understand that school, family and health commitments can change.

More than 24 hours before the lesson

If you cancel or request a change at least 24 hours before the scheduled start time, you can normally:

• reschedule the lesson, or
• receive a lesson credit for the unused session

If a refund is appropriate instead of a credit, contact us and we will review the request based on the payment arrangement and applicable consumer rights.

Less than 24 hours before the lesson

If you cancel with less than 24 hours' notice, the lesson may be charged in full because the tutor's time has already been reserved.

We may make an exception for a genuine emergency or exceptional circumstance. Please contact us as soon as possible if this happens.

No-show

A lesson is treated as a no-show when the student does not attend and no cancellation notice has been given.

No-show lessons are normally charged in full and are not automatically eligible for a refund or replacement lesson.

Students should join lessons at the agreed start time.

If a student joins late, the lesson will normally still finish at the scheduled time.

A late arrival by the student does not normally qualify for a refund or extension.

If the tutor is late, the missed teaching time should be added to the lesson where practical or arranged separately.

If a tutor or Combo Tutors Academy has to cancel a paid lesson, the student will not lose the session.

You can normally choose between:

• rescheduling the lesson
• receiving a lesson credit
• receiving a refund for that undelivered lesson

Where appropriate, we can also recommend another tutor.

If you purchase several lessons in advance, payments for lessons already delivered are not refundable simply because the student later decides to stop tutoring.

Unused lessons may qualify for a refund depending on:

• when the request is made
• whether tutoring has started
• whether a package discount was applied
• any costs already incurred
• applicable consumer rights

Before any paid lessons have been used

If you request cancellation before using any paid sessions, contact us promptly.

Where a statutory cancellation right applies, we will process the request in line with that right.

After tutoring has started

If part of a package has already been used, any approved refund will normally relate only to eligible unused lessons.

If a package was sold at a discounted rate, completed lessons may be recalculated at the applicable standard lesson rate before the remaining balance is determined, provided this was made clear when the package was purchased and is permitted by applicable law.

We will explain any calculation before processing the refund.

Tutor fit matters, especially in one-to-one tutoring.

If the current tutor is not suitable, contact us with the reason. We may:

• review the concern
• discuss it with the tutor
• change the lesson plan
• recommend another tutor

Changing tutor does not automatically create a right to refund lessons that were already delivered.

Unused prepaid lessons can normally be transferred to a replacement tutor where the price and subject arrangement allow.

If the replacement tutor has a different hourly rate, we will confirm any price difference before further lessons are booked.

If you believe a paid lesson was materially below the standard agreed, contact us within 48 hours of the lesson where possible.

Please explain the issue clearly. Examples may include:

• the wrong subject or course being taught
• a tutor being materially unprepared
• a significant portion of the lesson not being delivered
• repeated tutor-side technical problems
• conduct inconsistent with our tutoring standards

We will review the lesson and available information. Depending on the circumstances, we may provide:

• a replacement lesson
• lesson credit
• a tutor change
• a full or partial refund for the affected session

A refund is not automatic simply because a student found the lesson difficult or did not achieve a particular grade.

Tutoring outcomes depend on several factors, including attendance, prior knowledge, independent study and assessment performance.

Problems caused by Combo Tutors Academy or the tutor

If a significant part of a lesson cannot be delivered because of a technical problem on our side or the tutor's side, we will normally arrange:

• replacement teaching time
• a replacement lesson, or
• an appropriate refund or credit

Problems on the student's side

Students are responsible for having:

• a working device
• a stable internet connection
• access to the agreed lesson platform
• working audio where required

A refund is normally not available where the lesson cannot proceed because of the student's device, internet connection or local setup.

If both sides experience technical problems, we will review the circumstances and agree a reasonable outcome.

We recognise that genuine emergencies happen. Examples can include:

• sudden illness
• serious family emergency
• significant local internet or power outage
• other circumstances outside the family's reasonable control

Where possible, contact us before the lesson.

Requests are reviewed individually, and we may offer a reschedule or credit even where the normal 24-hour notice period was not met.

Tutoring fees pay for the tutoring service provided.

Combo Tutors Academy does not guarantee:

• a specific examination grade
• admission to a school or university
• a particular mark increase
• passing an examination

A disappointing exam result by itself does not create a right to a refund for lessons that were properly delivered.

Discounts, referral credits and promotional rates may have separate conditions.

Any material conditions will be shown when the promotion is offered.

Where a refund is due, promotional discounts may be taken into account when calculating the amount actually paid for the affected lessons.

Combo Tutors Academy works with families in several countries.

Payments may involve currency conversion by:

• your bank
• card provider
• payment processor

Where we issue a refund, we refund the amount due through the original payment method where possible.

The final amount received in your local currency may differ because of exchange-rate movements or fees charged by third parties.

Combo Tutors Academy cannot normally refund independent currency-conversion or bank charges that it did not receive.

Please contact us before starting a chargeback where possible.

Many billing issues can be resolved more quickly by checking:

• lesson records
• payment receipts
• cancellations
• package balances

This does not remove any right you have to dispute a payment through your card issuer or payment provider.

Send your request to:

Email: admin@combotutorsacademy.com
WhatsApp: +44 7502 488500

Please include:

• parent or student name
• registered email address
• subject
• tutor name, if relevant
• lesson date
• payment or invoice reference
• reason for the request

We may ask for additional information where needed to review the request.

Once a refund is approved, we normally submit it to the original payment method within 5 to 10 business days.

Your bank or payment provider may take additional time to display the funds.

We cannot control processing times after the refund has been released to the payment provider.

Combo Tutors Academy Ltd is a UK-based online tutoring company.

Consumers may have statutory cancellation rights when purchasing services online.

UK distance-selling rules can require businesses to provide information about cancellation rights before an online service contract is entered into. Where a customer asks for a service to start during an applicable cancellation period, additional rules can affect what they may have to pay for services already supplied.

Any statutory rights that apply to your purchase take priority over conflicting terms in this policy.

Customers outside the UK may also have rights under the consumer laws of their country.

We review refund and cancellation requests according to the circumstances of the booking.

Any amount retained after cancellation should reflect the service already supplied, tutor time reserved, or other reasonable loss connected with the cancellation.

UK consumer guidance warns against blanket terms that allow businesses to keep substantial advance payments regardless of the circumstances.

We may update this policy when our tutoring, payment or booking arrangements change.

The latest version will be published on this page with its effective date.

A change will not retrospectively remove statutory rights or refund rights that already applied to a completed purchase.