Refund Policy

This Refund Policy explains when and how you can receive refunds or credits for Merit Tutoring services. We aim to be fair, transparent, and family-friendly in all our policies.

1.1 Our Subscription Model

Merit Tutoring operates on a fortnightly subscription basis:

• Foundation Access: $9/week (billed $18 fortnightly)
• Guided Mastery: $29/week (billed $58 fortnightly)

There are no lock-in contracts or minimum commitment periods. You can cancel at any time.

1.2 Payment Methods

We accept payment via major credit cards, debit cards, and other methods through our secure payment processor (Stripe). All prices are in Australian Dollars (AUD) and include GST where applicable.

All new students are entitled to a 7-day free trial to experience our services before committing to a paid subscription.

2.1 What's Included

• Full access to interactive videos and quizzes
• Access to weekly small-group classes (Guided Mastery plan)
• Progress tracking and parent updates
• All features of your selected plan

2.2 Trial Terms

• No payment is required to start the trial
• You may be asked to provide payment details, but you will not be charged during the trial period
• Cancel anytime during the trial with no charges
• If you do not cancel before the trial ends, your subscription will automatically commence and you will be charged for your selected plan

2.3 Cancelling During the Trial

To cancel during your free trial:

• Contact us via email at contact@merittutoring.com or phone at 0470 320 921
• Cancel at least 24 hours before the trial period ends to avoid being charged
• You will receive confirmation of your cancellation via email

You can cancel your subscription at any time—there are no lock-in contracts or cancellation fees.

3.1 How to Cancel

To cancel your subscription, contact us via:

• Email: contact@merittutoring.com
• Phone: 0470 320 921

3.2 When Cancellation Takes Effect

• Cancellation takes effect at the end of your current billing period
• You will retain access to all services until the end of the period you have paid for
• No further charges will be made after cancellation is processed

3.3 Confirmation

You will receive email confirmation when your cancellation has been processed, including:

• The date your access will end
• Confirmation that no further charges will be made
• Information about how to resubscribe if you change your mind

3.4 Resubscribing

If you cancel and later wish to return, you're welcome to resubscribe at any time. Simply contact us to set up a new subscription.

Need a break but don't want to cancel? You can pause your subscription instead.

4.1 Pause Terms

• Duration: Pause for up to 4 weeks at a time
• Notice: Request a pause at least 48 hours before your next billing date
• No charges: You will not be charged during the pause period
• Access: Access to services is suspended during the pause period
• Resume: Your subscription automatically resumes after the pause period ends

4.2 How to Pause

To pause your subscription, contact us via email or phone with:

• Your name and the enrolled student's name
• The date you wish to pause from
• The duration of the pause (up to 4 weeks)

4.3 Extending or Ending a Pause Early

• If you need to extend your pause, contact us before the pause period ends
• If you want to resume early, let us know and we can restart your subscription

Our refund policy is designed to be fair for all families. Here's when you may be eligible for a refund:

In some situations, we may offer service credits instead of, or in addition to, refunds.

6.1 When Credits Are Offered

Service credits may be offered when:

• A tutor is unavailable and no replacement or makeup session can be arranged
• Technical issues cause a session to be cut short or cancelled
• As a goodwill gesture in certain circumstances
• You prefer credit over a refund

6.2 Credit Terms

• No expiry: Service credits do not expire and can be used at any time
• Automatic application: Credits are automatically applied to your next billing cycle
• Account balance: You can check your credit balance by contacting us
• Non-transferable: Credits cannot be transferred to another account or converted to cash

6.3 Credits Upon Cancellation

If you have unused credits when you cancel your subscription:

• Credits remain on your account and can be used if you resubscribe
• Alternatively, you may request a refund of the credit value to your original payment method

To request a refund, please follow these steps:

1. Contact Us

   Email contact@merittutoring.com or call 0470 320 921 to submit your refund request.

2. Provide Details

   Include your name, the enrolled student's name, and the reason for your refund request. If applicable, attach any supporting documentation (e.g., medical certificate).

3. Await Review

   We will review your request and respond within 2 business days. We may contact you if we need additional information.

4. Choose Refund Method

   If approved, you can choose to receive your refund via your original payment method or as account credit.

5. Receive Refund

   Approved refunds are processed within 5-7 business days. You'll receive email confirmation when the refund is issued.

7.1 Information to Include

To help us process your request quickly, please include:

• Your full name (account holder)
• Student's name
• Email address associated with your account
• Reason for the refund request
• Preferred refund method (original payment method or account credit)
• Any supporting documentation (if applicable)

8.1 Processing Time

• Review: We will review your request within 2 business days
• Processing: Approved refunds are processed within 5-7 business days
• Bank processing: Depending on your bank, it may take an additional 3-5 business days for the refund to appear in your account

8.2 Refund Methods

You can choose to receive your refund via:

• Original payment method: Refunded to the card or account used for the original payment (via Stripe)
• Account credit: Applied to your Merit Tutoring account for future use (no expiry)

8.3 Partial Refunds

For pro-rata refunds, the refund amount is calculated based on:

• The unused portion of your billing period
• The amount you actually paid (including any discounts)
• Any services already delivered

8.4 Confirmation

You will receive email confirmation when:

• Your refund request is received
• Your refund is approved or declined (with reasons)
• Your refund has been processed

If your child misses a scheduled group session:

9.1 Makeup Sessions

• Where possible, we will offer a makeup session at an alternative time
• Makeup sessions are subject to availability
• Please let us know in advance if your child cannot attend, so we can try to arrange alternatives

9.2 Ongoing Access

• Even if a live session is missed, students retain access to interactive videos and quizzes for self-paced learning throughout the week
• This ensures continued learning even when a session is missed

9.3 No Refunds for Voluntary Absences

Refunds are not provided when a student chooses not to attend scheduled sessions. This includes:

• Forgetting about a scheduled session
• Conflicting activities or appointments
• Student not wanting to attend
• Other personal reasons

Occasionally, a scheduled tutor may be unavailable due to illness or other circumstances. Here's how we handle these situations:

10.1 Our Process

1. Replacement Tutor: We will first attempt to arrange a qualified replacement tutor to conduct the session
2. Makeup Session: If no replacement is available, we will offer a makeup session at an alternative time
3. Service Credit: If neither option is possible, we will apply a service credit to your account

10.2 Notification

If a session needs to be cancelled or rescheduled due to tutor unavailability:

• We will notify you as soon as possible
• We will advise you of the replacement tutor, makeup session, or credit arrangement

10.3 Extended Tutor Unavailability

In the unlikely event that tutor unavailability affects multiple sessions:

• We will work with you to find a suitable solution
• Pro-rata refunds may be offered if we cannot provide adequate replacement services

If you subscribed using a discount code, promotional offer, or special pricing:

11.1 Refund Calculation

• Refunds are calculated based on the amount you actually paid (the discounted amount)
• You will not receive a refund for the full undiscounted price

11.2 Example

11.3 Credits from Promotions

Service credits issued in relation to promotional subscriptions are calculated based on the discounted rate.

This Refund Policy operates alongside your rights under the Australian Consumer Law (ACL).

12.1 Consumer Guarantees

Under the ACL, you have certain consumer guarantees, including that services will be:

• Provided with due care and skill
• Fit for any specified purpose
• Provided within a reasonable time

12.2 Your Rights

If we fail to meet a consumer guarantee, you may be entitled to:

• Have the service performed again at no additional cost; or
• A refund for the service

12.3 Policy Limitations

Nothing in this Refund Policy:

• Excludes, restricts, or modifies any consumer guarantee, right, or remedy under the ACL that cannot be excluded, restricted, or modified by agreement
• Limits your right to seek remedies under the ACL

Here are some common situations and how our refund policy applies:

If you have questions about this Refund Policy, need to request a refund, or want to pause or cancel your subscription, please contact us:

We aim to respond to all refund enquiries within 2 business days.