Refund Policy
Refund Policy
Last updated: 27 July 2025
At Excellence Science Tutoring, we aim to provide high-quality, personalized science tutoring. As a service-based business that charges monthly in arrears based on lessons delivered, our refund policy reflects our commitment to fairness and transparency.
1. Billing Process
-
Clients are charged monthly based on the actual number of tutoring hours delivered by our tutors.
-
All payments are collected via Direct Debit using GoCardless.
-
Tutors log completed lessons, and invoices are generated at the end of each calendar month.
2. Refund Eligibility
We may issue a refund only under the following circumstances:
-
A billing error has occurred (e.g. you were charged for a lesson that was cancelled with sufficient notice or never took place).
-
A tutor failed to attend a scheduled lesson without notice and no rescheduling was offered.
-
A duplicate payment or processing error was made by GoCardless.
In all other cases, we do not routinely offer refunds once lessons have been delivered.
3. Non-Refundable Situations
Refunds will not be provided in the following cases:
-
You cancel a lesson with less than 24 hours’ notice — as per our cancellation policy, the full lesson fee is still charged.
-
You are dissatisfied with a lesson but did not notify us during the billing period.
-
You forget to cancel your account or stop using the service without notice.
4. Exceptional Circumstances
If a cancellation was made under genuinely unavoidable or exceptional circumstances (e.g. medical emergency), we may waive or refund charges at the discretion of the tutor and director.
We review these on a case-by-case basis, and documentation may be requested.
5. Requesting a Refund
To request a refund, please email us at:
Include:
-
Your full name
-
The student’s name (if different)
-
The date and time of the lesson in question
-
A brief explanation of the issue
Refund requests must be submitted within 14 days of the invoice date.
6. Processing Time
If a refund is approved:
-
It will be issued via your original payment method (GoCardless)
-
Please allow 5–10 business days for processing
7. Contact
If you have questions about your invoice or a specific lesson charge, please contact: