Request Process

To request a refund, kindly reach out to us in writing at [email protected] or contact a member of our tutoring team via telephone within 12 hours of your tutoring session’s scheduled start time.

Eligibility for Refunds

Refunds will be considered in the following circumstances:

• If the tutoring session was cancelled by NSEMM or the tutor without offering a reschedule.
• If the tutoring session was cancelled more than 12 hours before its scheduled start time.
• In case of a verifiable technical issue preventing you from accessing the tutoring session.
• The Society reserves the right to refund individuals at its sole discretion, as decided by the Education Management Team.

Quality Concerns

Before requesting a refund based on the quality of tuition, we encourage you to reach out to our education management team through the “contact us” page to allow us an opportunity to address your concerns.

Non-Eligibility for Refunds

Refunds will not be provided in the following instances:

• If you cancel a scheduled tutoring session less than 12 hours before its start time.
• In case of dissatisfaction with the progress made during sessions.
• If you fail to attend a scheduled tutoring session without cancelling.

Refund Processing

Refunds will be processed within 14 days of authorisation. NSEMM reserves the right to request the return of any materials or equipment provided before processing a refund.

Agreement

By utilising our tutoring services, you agree to abide by the terms of our refund policy. Should you have any questions or concerns, please feel free to contact us.

Cancellation Policy

Rescheduling

You may reschedule a lesson at no cost within 4 hours of its scheduled start time.

Cancellation Notice

Please notify us at least 24 hours in advance if you need to cancel or reschedule a tutoring session.

Late Arrival and No-Show Policy

If you arrive more than 5 minutes late, the full session may not be provided, and you may be charged accordingly.

Tutor Payment Policy

Completed Lessons

Tutors will be compensated for the full duration of completed tutoring sessions.

Partial Payment

Partial payment may be considered for sessions where the tutor has been present for at least 50% of the scheduled time, subject to manager and Director of Education discretion.

Cancelled Lessons

Tutors will not be compensated for cancelled lessons unless they were present for 75% or more of the scheduled time.