Refund Policy

At ZPD Tutoring Services, we strive to provide high-quality tutoring services. This refund policy outlines the circumstances under which refunds may be granted and our process for handling refund requests.

Full Refunds

You are eligible for a full refund in the following circumstances:

Within Cooling-Off Period

• Within 7 days of purchase: If no tutoring sessions have commenced
• Cancellation before service: If you cancel before any tutoring has occurred

Service Unavailability

• Our inability to deliver: If we are unable to provide the agreed tutoring service due to unforeseen circumstances
• Technical issues: If we cannot resolve critical technical problems preventing service delivery
• Tutor unavailability: If we cannot provide a suitable replacement tutor

Partial Refunds (50%)

You may be eligible for a 50% refund in these situations:

Late Cancellations

• After cooling-off period: Cancellations made after 7 days but before the first session
• Tutor changes: When we need to change your assigned tutor and you choose to cancel

Special Circumstances

• Medical circumstances: With appropriate documentation showing inability to continue
• Significant life changes: Major changes in circumstances that prevent continuation

No Refunds

Refunds are not available in the following cases:

After Service Commencement

• After the first tutoring session has been completed
• For dissatisfaction with tutoring outcomes or progress
• For changes in personal circumstances after services have begun

Attendance and Notice

• For no-shows or late cancellations without proper notice
• When sessions are missed due to student absence without rescheduling

Australian Consumer Law Rights

Processing Time

All approved refunds will be processed within 10-14 business days of approval. Refunds will be issued to the original payment method with the following typical processing times:

• Credit/debit cards: 3-5 business days to appear on your statement
• Bank transfers: 1-2 business days for funds to clear
• Digital wallets: Instant to 24 hours depending on provider

How to Request a Refund

To request a refund, please follow these steps:

1. Contact us promptly: Within the eligible timeframe for your refund type
2. Provide details: Include your enrolment reference number and account information
3. Explain your situation: Clearly describe the reason for your refund request
4. Submit documentation: Provide any required supporting documentation (medical certificates, etc.)

Refund Review Process

All refund requests are handled carefully to ensure fairness:

• Initial review: Within 5 business days of receiving your request
• Additional information: We may request documentation to support your claim
• Decision notification: You will be notified of the outcome via email
• Processing: Approved refunds are processed within the stated timeframe

Disputes and Appeals

If you disagree with our refund decision:

• Internal appeal: Contact us to discuss your concerns and provide additional information
• External resolution: Seek resolution through relevant consumer protection agencies
• Legal rights: Your Australian Consumer Law rights remain unaffected

Contact Information

Policy Updates

This refund policy may be updated periodically to reflect changes in our services or legal requirements. We will:

• Notify you of significant changes via email or website notice
• Ensure existing enrolments are not adversely affected by policy changes
• Post updates on our website with the effective date