1. Introduction

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.

2. Purpose and scope

This policy applies to the refund of tutoring session fees that have been paid by students/parents (‘You’ or ‘you’) to Learn with Miss B (‘LWMB’).

3. Background

Learn with Miss B offers one payment method to pay for tutoring session fees

• Pre-paid bundle – a package of sessions purchased upfront. Pre-paid bundles are not refundable other than under clause 4 of this Policy.

Learn with Miss B 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 via a pre-paid bundle:

• You will be charged for your tutoring sessions in advance. This fee is non-refundable.
• If you cancel a scheduled tutoring session
• More than one hour before the scheduled session, you can reschedule your session to the following week. You are not entitled to a refund.
• Less than one hour before the scheduled session or fail to arrive for a session, you are not entitled to reschedule that session, nor are you entitled to a refund.

If you are enrolled in Group Learning and pay via a pre-paid bundle:

• You will be charged for your tutoring sessions in advance. This fee is non-refundable.
• If you cancel a scheduled tutoring session (other than the first two sessions).
• More than 24 hours before the scheduled session, you can request to change group times (subject to availability and scheduled group times). You are not entitled to a refund.
• If you miss a session or can’t make an upcoming session, no refund or option to move group times is available if less than 24 hours' notice is provided. You can still access recordings for any missed sessions.

Requests for refunds outside of the above criteria will be only be considered by Learn with Miss B under exceptional circumstances and on a case by case basis.

4. Policy

4.1 Cancellation where there is a failure in delivery of a session

Under the Australian Consumer Law, the tutoring sessions offered by Learn with Miss B 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 Learn with Miss B and you agreed to; and
• delivered within a reasonable time frame of the scheduled session time/s

Learn with Miss B is legally obliged to provide a full refund if requested, where there is a ‘major failure’ of one or more of the guarantees. A major 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 with 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 Learn with Miss B, Learn with Miss B is required to rectify the failure. This might involve, but is not limited to, rescheduling a tutoring session, or part of a tutoring session.

4.2 Procedures for refund request

Should you wish to request a refund, please contact Learn with Miss B - info@learnwithmissb.com.au