Refunds policy

1. Your consumer rights come first

Everything in this policy sits alongside the consumer guarantees in the Australian Consumer Law. If a product fails to meet a consumer guarantee, you are entitled to the remedies the law provides, and nothing here limits them.

2. Papers (digital downloads)

Change of mind

Because papers are delivered digitally and instantly, we do not offer refunds or exchanges for change of mind after a paper has been delivered, please check the subject, year level and sample material before you buy. If you purchased the wrong paper and have not downloaded it, contact us and we’ll do our best to help.

Faulty or misdescribed files

If a paper is faulty (for example the file won’t open, pages are missing, or the marking guide doesn’t match the paper) or is materially different from its description, tell us and we will fix the file, replace it, or refund your purchase, whichever the law and the circumstances call for. That’s your right under the consumer guarantees, and our preference too.

Duplicate purchases

If you accidentally buy the same paper twice on the same account, we’ll refund the duplicate. Just get in touch.

3. Tutoring

Rescheduling

You can reschedule a session free of charge at any time up to 24 hours before it starts, using the manage link in your confirmation email or from your account. Rescheduled sessions carry your payment across, with nothing extra to pay.

Cancelling

Cancel 24 hours or more before your session and we refund the full session fee. Cancel inside 24 hours and the fee is not refundable, because your tutor has held that time for you and can no longer offer it to someone else.

If your tutor cancels

If your tutor cancels or reschedules a session and the new time doesn’t work for you, you are always refunded in full, whatever the notice period.

Missed sessions

A session you don’t attend, without cancelling, is treated as a cancellation inside the 24-hour window. If something outside your control kept you away, tell us. We’re reasonable people.

4. Teacher services

Workshops and exam-marking engagements are quoted and agreed individually; the refund and cancellation position for each engagement is set out in its quote.

5. How refunds are paid

Approved refunds are paid to the original payment method, normally within 5–10 business days depending on your bank. To request one, use the contact form or call us.