Refund policies and procedures

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 the partnership A.C CHAN & Y.Y KIM & K.W TAN (‘EX Learning’).

3. Background


EX Learning offers a series of small group tutoring programs (Maximum 8 students) (‘programs’) that is payable upfront via PayID, Bank transfer, Credit/Debit card and AliPay. Our programs will run sessions for the number of weeks specified upon which the customer will be enrolling. For all intents and purposes, all methods of payment are treated equally in the context of refund provision.
 

How we charge you/your child:

  • You/your child will be charged for the program ahead of the first tutoring session in advance. 

  • Once the invoice is sent and the payment is made, you will not be asked for further payments (subject to damages made by you/your child).
     

4. Policy

4.1 Refund parameters
 

  • If you miss a session without notifying us, you will not get that session refunded, nor will the program be prorated to reflect that. 

  • In the event that you/your child is unable to attend any sessions that has been booked, we require you to give us notice prior to the session and in doing so, you/your child will be entitled to:

    • A comprehensive written summary of the lesson and the relevant content for the lesson that was missed

  • You may wish to terminate yourself/your child from the program at least seven days before the next scheduled session at no charge.
    Example: You/your child has been enrolled to one of our programs and are in the fourth week of the program and decide to discontinue. If you/your child had given us notice prior to or on the same day of week four’s session, we will refund you the amount from week five onwards. If you/your child had given us notice a day or more after the week four session, we will refund you the amount from week six onwards


Requests for refunds outside of the above criteria will only be considered by EX Learning under exceptional circumstances and on a case by case basis.
 

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

 

Under the Australian Consumer Law, the tutoring sessions offered by EX Learning 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 EX Learning and you agreed to; and

  • delivered within a reasonable time frame of the scheduled session time/s
     

EX Learning 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 EX Learning, EX Learning is required to rectify the failure. This might involve, but is not limited to, rescheduling a tutoring session, or part of a tutoring session.


4.3 Procedures for refund request

Should you wish to request a refund, please contact EX Learning customer service at https://www.exlearning.com.au/contact. Alternatively, email us directly at contactus@exlearning.com.au.