Thrive Tutors Right to Cancel or Refund Policy
Thrive Tutors reserves the right to cancel or refund orders prior to service delivery, even if the order has been previously accepted. Situations where this may apply include, but are not limited to:
Service Availability:
If Thrive Tutors’ tutors or scheduling systems are unable to accommodate the requested session(s). If pre-order product targets are not met, orders will be refunded in full.
Unforeseen Circumstances:
Events beyond Thrive Tutors’ control (e.g., natural disasters, pandemics, or other extraordinary events) prevent timely delivery of services.
Errors or Miscommunication:
Typographical errors or discrepancies regarding service details, pricing, or scheduling are identified and acknowledged by Thrive Tutors.
Verification Requirements:
Orders flagged for additional verification (e.g., for security or fraud prevention). If required documentation is not provided within a reasonable timeframe, the order may be cancelled.
If an order is cancelled, customers will be eligible for a refund. The original payment amount refunded to the original payment method.
This policy ensures fairness and transparency while prioritising customer satisfaction.
Rescheduling a Session
You may reschedule a session directly through your Account calendar before the Tutor accepts the Booking. Once a Booking is accepted by a Tutor, you agree that the clauses below apply in relation to cancellations. You can also view our cancellation policy here.
Cancelling a Session
You may cancel a scheduled session through your Account. You understand that:
- if you cancel more than 24 hours before the scheduled session, the cancellation will be free of charge, and you will not be required to pay for the cancelled lesson.
- if you cancel within 24 hours of the session, the applicable Tutoring Session Fee will be forfeited, and no refund will be issued. You agree this cancellation fee is a genuine pre-estimate of our loss we may suffer by reason of your late cancellation or rescheduling.
Tutor Unavailability
If a Tutor is unable to attend a scheduled session, they will contact you to reschedule at a mutually agreed time. If a suitable time cannot be arranged within 7 days, you will receive a credit to use with an alternative Tutor. Please note that repeat cancellations by either you or a Tutor may result in the Account and/or the Tutor being placed under review or suspended at our discretion.
Late Starts and No-Shows
If the Student is late to a session by more than 10 minutes or Student does not attend a scheduled session and has not cancelled the session in advance, the session will be marked a no-show and charged in full. No refunds or credits will be issued. You will not be entitled to make up for any missed portion of the session and sessions will not be extended past their original end time. Tutors will remain in the session for up to 10 minutes before closing the session.
Illness or Emergencies
We understand that unexpected circumstances can occur. If a session is missed due to illness or an emergency, you may request a credit by contacting us as soon as possible. Any credit issued is subject to our approval (at our discretion) and must be used within 90 days.
Cancelling an Enrolment
You may terminate your tutoring enrolment at any time by providing a minimum of two (2) weeks’ written notice via email to hello@thrivetutors.com.au . Failure to provide two weeks’ notice will result in a $100 termination charge. Termination does not entitle you to a refund for the current month’s prepaid lessons. Any unused lesson credits at the time of termination will immediately expire. We may terminate or suspend your tutoring services if you:
- Violate these Terms or our policies
- Demonstrate a consistent lack of commitment to weekly tutoring
- Fail to pay required fees
- Engage in inappropriate, harmful or disrespectful behaviour toward tutors or staff