Refund & Cancellation Policy
This Refund & Cancellation Policy (“Policy”) explains how refunds, cancellations, and rescheduling are handled for tutoring services provided by Walyo Academy (“we”, “us”, “our”). By booking or receiving tutoring services, you agree to this Policy.
- General Principles
1.1 All lessons must be paid for in advance. 1.2 Refunds are issued only in accordance with this Policy. 1.3 This Policy applies to all parents, guardians, students, and users of our tutoring services.
- Cancellation by the Parent/Student
2.1 You may cancel or reschedule a lesson with at least 24 hours’ notice before the scheduled start time. 2.2 Cancellations made with less than 24 hours’ notice are non‑refundable. 2.3 Failure to attend a lesson (“no‑show”) is non‑refundable. 2.4 Repeated cancellations may result in suspension of services.
- Cancellation by the Tutor
3.1 If a tutor cancels a lesson, you are entitled to:
- a replacement lesson at no additional cost, or
- a full refund for that lesson.
3.2 We will make reasonable efforts to provide a substitute tutor where possible.
- Refunds for Lesson Packages
4.1 Lesson packages (e.g., bundles of 5, 10, or 20 lessons) are refundable only for unused lessons. 4.2 Used lessons are charged at the standard single‑lesson rate. 4.3 The 24‑hour cancellation rule applies to each individual lesson within a package.
- Technical Issues
5.1 If a lesson is disrupted due to Walyo Academy’s technical issues, you will receive:
- a rescheduled lesson, or
- a full refund for that lesson.
5.2 If disruption is caused by your internet, device, or environment, the lesson is considered delivered and is non‑refundable.
- Quality Concerns
6.1 If you believe a lesson was not delivered to a reasonable standard, you must notify us within 24 hours. 6.2 We may offer:
- a replacement lesson, or
- a partial or full refund, at our discretion.
6.3 Refunds are not guaranteed for subjective dissatisfaction.
- Safeguarding‑Related Refunds
7.1 If a lesson is terminated due to safeguarding concerns, refunds will be assessed on a case‑by‑case basis. 7.2 We reserve the right to refuse refunds where safeguarding rules have been breached by the student or parent.
- Payment Processing
8.1 Refunds are issued to the original payment method (Stripe or PayPal). 8.2 Refunds may take 5–10 business days to appear, depending on the payment provider. 8.3 We do not issue cash refunds.
- Non‑Refundable Items
The following are non‑refundable:
- Lessons cancelled with less than 24 hours’ notice
- Missed lessons (“no‑shows”)
- Completed lessons
- Administrative fees (if applicable)
- Tutor matching or onboarding fees (if applicable)
- Termination of Services
10.1 You may terminate tutoring services at any time. 10.2 Refunds for unused lessons will be issued in accordance with Section 4. 10.3 We may terminate services immediately for breach of our Terms or Safeguarding Policy. 10.4 Refunds are not guaranteed if termination is due to misconduct.
- Contact for Refund Requests
To request a refund or raise a cancellation issue, contact:
📧support@walyo.co.uk
Please include:
- Student name
- Lesson date/time
- Reason for request
- Any supporting information