Cancellation and Rescheduling Policy

Tutors reserve lesson times and prepare in advance. This policy is intended to support continuity for students, respect tutor time, and give families a clear and consistent process for schedule changes.

A booking confirmation, invoice, package description, promotion, or written agreement may contain additional terms. A more specific written term applies when it addresses the same issue, subject to mandatory consumer rights.

For this policy, a calendar week normally runs from Monday through Sunday using the time zone recorded for the student, unless the academy confirms a different arrangement in writing.

A parent or guardian should send the request through an approved academy communication channel before the scheduled lesson begins. Telling the tutor alone may not complete the request unless the academy or an authorized scheduling administrator confirms it.

The request should identify the student, tutor, lesson date and time, and the requested action. A schedule change is not final until the academy confirms it.

A package, booking, or written offer may establish a longer advance-notice period. That requirement applies when it was clearly communicated before the lesson or package was confirmed.

Unless a different written arrangement applies, one lesson for the same student may be cancelled and requested for rescheduling during a calendar week.

The replacement lesson should normally be completed during the same calendar week. It remains subject to tutor, classroom, and schedule availability, and a requested replacement time is not guaranteed.

A rescheduling request does not extend a package expiry date unless the academy confirms an extension in writing.

A second cancellation, missed lesson, or student absence during the same calendar week will normally be counted as a used lesson and deducted from the student’s balance.

This rule normally applies even when the family asks to move the lesson to a later week, unless the academy approves an exception based on the circumstances.

A student with an active recurring schedule is expected to attend at least one lesson during each calendar week unless the academy has approved a pause, holiday arrangement, or exceptional absence.

Repeated interruption may affect tutor availability, the reserved recurring time, learning continuity, package administration, or the ability to maintain the same schedule.

When the tutor or academy cancels a lesson, the lesson will not be deducted as a completed student lesson.

The academy will normally offer a replacement time, restore the lesson to the balance, coordinate an available substitute where appropriate, or apply another reasonable correction.

The academy will make reasonable efforts to communicate the change. To the extent permitted by law, it is not responsible for indirect costs resulting from a scheduling change.

The academy may consider a documented emergency, serious illness, bereavement, widespread outage, severe weather event, displacement, or another exceptional circumstance on a case-by-case basis.

An exception is not automatic and does not create a permanent waiver of this policy. The academy may request reasonable supporting information while avoiding unnecessary sensitive details.

Families should provide advance notice for known travel, examinations, school holidays, or temporary pauses.

A pause may affect the recurring time and tutor assignment. Holding a tutor’s time during an extended pause is not guaranteed unless confirmed in writing.

Package validity and payment obligations continue according to the applicable package terms unless the academy confirms otherwise.

Requests to change a recurring day or time are subject to tutor availability. The academy cannot guarantee that the original tutor will be available at the new time.

The academy may review or release a recurring time when attendance is inconsistent, payment is overdue, communication is not maintained, or the schedule is repeatedly changed.

A cancellation or rescheduling request does not automatically create a cash refund. Lessons are administered according to this policy, the package terms, the payment record, and any specific written refund arrangement.

Used, missed, expired, promotional, complimentary, or discounted lessons may be non-refundable to the extent permitted by applicable law and the written terms accepted by the customer.

When the academy verifies an attendance or lesson-balance error, it may correct the record by restoring a lesson, applying credit, rescheduling, issuing an eligible refund, or making another reasonable adjustment.

The family should contact the academy and allow a reasonable opportunity to review attendance, balances, and communications before initiating a payment dispute, except where urgent legal action is reasonably necessary.

Trial, complimentary, promotional, and discounted lessons may be subject to separate eligibility, expiry, rescheduling, and one-per-student or one-per-family conditions.

A missed trial or complimentary lesson may be considered used and may not be replaceable when a tutor reserved the time and the academy did not confirm a timely cancellation.

The scheduling or administration team may review attendance records, messages, platform information, payment records, and the circumstances reported by the family and tutor.

A one-time exception does not require the academy to make the same exception again. Decisions remain subject to applicable consumer law and any written agreement.

Questions or review requests can be sent to successpathmentors@gmail.com.

Nothing in this policy removes a cancellation, refund, disclosure, or other consumer right that cannot legally be waived.

Where the law gives a customer a right that is more favourable than this policy, the mandatory legal right applies.

The academy may update this policy to reflect scheduling practices, service changes, package structures, or legal requirements. The revised version will show an updated date.

Changes do not retroactively remove rights that cannot legally be waived.