Refund & Cancellation Policy

Last updated: 16 March 2026

This policy applies to all tutoring services and digital resources purchased from EdTailor, operated by Tailored Education Services Limited (Hong Kong Company No. 79733111).

1. Session Cancellations

We understand that plans change. Our cancellation terms are designed to be fair to both students and tutors.

More than 24 hours’ notice: The session is cancelled at no charge. You may reschedule at your convenience.
Less than 24 hours’ notice: The full session fee is charged. We reserve tutor time exclusively for your session and cannot reallocate it at short notice.
No-show (no notice): The full session fee is charged.

To cancel or reschedule a session, please email hello@edtailor.com or message us via WhatsApp.

2. Cancellation by EdTailor

In the rare event that your tutor is unable to deliver a scheduled session (illness, emergency, technical failure), we will:

Notify you as soon as possible
Offer a replacement session at no additional cost
If a replacement cannot be arranged, issue a full refund for that session

3. Package Cancellations

Starter Package (5 sessions)

The Starter package is paid in full before session 1.

You may cancel at any time by emailing hello@edtailor.com.
Sessions already delivered are non-refundable.
Unused sessions will be refunded in full.

For example, if you cancel after 3 delivered sessions, you will receive a refund for the remaining 2 sessions at the per-session rate.

Term Package (10 sessions)

The Term package is paid in two instalments: 50% before session 1, and 50% before session 6. Full upfront payment is also accepted.

You may cancel at any time by emailing hello@edtailor.com.
Sessions already delivered are non-refundable.
Unused sessions will be refunded at the per-session rate.
If you cancel before paying the second instalment, only the first instalment is used to calculate sessions delivered and any remaining balance is refunded.
If you cancel after paying both instalments, your refund is calculated as total paid minus sessions delivered at the per-session rate.

For example, if you have paid both instalments for A-Level Maths ($900 total) and cancel after 7 delivered sessions, your refund would be $900 minus 7 sessions at $90 each ($630), giving a refund of $270 for the 3 unused sessions.

The A* Intensive

The A* Intensive is a bespoke programme with terms agreed during your consultation. Cancellation and refund terms for the Intensive will be set out in your individual programme agreement before payment is taken.

4. Pausing a Package

If your child is unable to attend sessions due to illness or an extended absence, please contact us. We will work with you to pause your package for up to 4 weeks. Sessions are not forfeited during a pause.

Pause requests must be made in writing to hello@edtailor.com. We may ask for reasonable evidence in the case of extended pauses beyond 4 weeks.

5. Package Expiry

All packages must be used within the following timeframes from the date of purchase:

Starter (5 sessions): 3 months
Term (10 sessions): 6 months

Unused sessions beyond these timeframes are not eligible for a refund. If exceptional circumstances prevent you from completing your package, please contact us and we will review your situation on a case-by-case basis.

6. Stopping Ongoing Single Sessions

If you book sessions individually (no package), no notice period is required to stop. Simply stop booking. There is no ongoing commitment.

7. Refund Processing

Refunds are initiated within 1 business day. Please allow 5 to 10 business days for the refund to appear on your statement, depending on your bank or card provider.

All refunds are processed to the original payment method via Stripe.

8. Trial Sessions

If we offer a free consultation or trial session, this carries no obligation to continue with further tutoring or to purchase a package.

9. Digital Resources

Purchases of digital resources (worksheets, question banks, on-demand courses) are non-refundable once access has been granted, due to the nature of digital content delivery.

If you experience a technical issue preventing access to a purchased resource, please contact us within 7 days of purchase and we will resolve the issue or provide a full refund.

10. Disputes

If you believe a charge is incorrect or wish to dispute a payment, please contact us at accounts@edtailor.com within 14 days of the charge. We will review and respond within 5 business days.

11. Changes to This Policy

We may update this policy from time to time. Any changes will be posted on this page with an updated revision date. Changes will not apply retroactively to packages already purchased.

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