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    Cancellation and Refund Policy

    Version 1.0 · Last updated: March 2026

    Nothing in this policy limits any rights you have under the Australian Consumer Law. Our services come with consumer guarantees that cannot be excluded, restricted, or modified. All prices are in Australian dollars inclusive of GST. Current per-session rate: AU$75.90 (incl. GST). Total per subject per term (10 sessions): AU$759.

    1. Quick Reference Summary

    The table below is a summary only. The full terms for each scenario are set out in the sections that follow.

    SituationRefund Available?Admin FeeNotice RequiredHow to Request
    Cancel before first sessionFull refundNoneWritten noticeEmail or WhatsApp
    Within 7-day cooling-off (after Session 1)Unused sessions refunded at $75.90 eachNoneWithin 7 days of first sessionEmail
    Mid-term withdrawal, >5 sessions remainingUnused sessions refunded less AU$150 admin feeAU$150Written noticeEmail
    Mid-term withdrawal, ≤5 sessions remainingNo refundN/AWritten noticeEmail
    Session cancelled >48 hrs noticeSession rescheduled at no chargeNone48+ hoursEmail or WhatsApp
    Session cancelled <48 hrs noticeNo reschedule. 50% cancellation fee charged (AU$37.95)N/A<48 hoursEmail or WhatsApp
    No-show (no notice given)No refund. Full session rate charged (AU$75.90)N/AN/AN/A
    TutorGator cancels a sessionSession rescheduled at no chargeNoneN/AN/A, we contact you
    TutorGator discontinues program mid-termFull pro-rated refund for unused sessionsNoneN/A, we notify youN/A

    2. Cancellation Before the First Session

    ✓ Full Refund

    • If you cancel your enrolment before your child's first session takes place, you are entitled to a full refund of all fees paid.
    • No cancellation fee applies.
    • Refund will be processed within 10 business days of your written cancellation request.
    • To cancel, email admin@tutorgator.com.au or contact us via WhatsApp.

    3. 7-Day Cooling-Off Period (After Session 1)

    TutorGator offers a 7-day money-back guarantee. If you are not satisfied after your child's first session, you may request a refund of all fees paid for unused sessions within 7 days of that first session.

    ✓ How the 7-Day Guarantee Works

    • Email admin@tutorgator.com.au within 7 days of your child's first session.
    • State that you are invoking the 7-day money-back guarantee.
    • TutorGator will refund the unused session balance (total sessions enrolled minus sessions attended, multiplied by AU$75.90).
    • No questions asked. No penalty.
    • Refund processed within 10 business days of your request.

    Example: You enrolled in 10 sessions (AU$759). Your child attended 1 session. You request a refund within 7 days of that first session. You receive a refund of 9 × AU$75.90 = AU$683.10.

    4. Mid-Term Withdrawal (After the 7-Day Cooling-Off Period)

    If you wish to withdraw from your enrolment after the 7-day cooling-off period, the following terms apply.

    4.1 More Than 5 Sessions Remaining

    ⚠ Partial Refund with Administration Fee

    • Refund amount: unused sessions × AU$75.90, less an administration fee of AU$150.
    • The AU$150 administration fee covers tutor re-allocation, scheduling adjustments, and administrative processing costs.
    • Refund processed within 10 business days of your written request.
    • Minimum refund to be processed after admin fee: AU$0 (the admin fee cannot result in a negative balance).

    Example: You enrolled in 10 sessions (AU$759). Your child attended 4 sessions. 6 sessions remaining. Refund = (6 × AU$75.90) − AU$150 = AU$455.40 − AU$150 = AU$305.40.

    4.2 Five or Fewer Sessions Remaining

    ✕ No Refund

    • Where 5 or fewer sessions remain in the enrolled term, no refund is available for those sessions.
    • You may still pause your enrolment. See Section 7.
    • To discuss your circumstances, contact admin@tutorgator.com.au.

    5. Individual Session Cancellation

    If you need to cancel a single session, the following terms apply. These apply regardless of the reason for cancellation, including illness, unless TutorGator agrees otherwise in its absolute discretion.

    5.1 More Than 48 Hours' Notice

    ✓ Free Reschedule

    • If you notify TutorGator more than 48 hours before the scheduled session start time, the session will be rescheduled at no charge.
    • The rescheduled session must occur within the same term wherever possible.
    • Notify us by email at admin@tutorgator.com.au or via WhatsApp.

    5.2 Less Than 48 Hours' Notice

    ⚠ Cancellation Fee Applies

    • If you notify TutorGator less than 48 hours before the scheduled session start time, a cancellation fee of AU$37.95 (50% of the per-session rate of AU$75.90) will be charged.
    • The session will be forfeited and cannot be rescheduled.
    • The cancellation fee will be deducted from your enrolment balance or invoiced separately.

    5.3 No-Show (No Notice Given)

    ✕ Full Session Rate Charged

    • If the student does not attend the session and no notice is given before the session start time, the full session rate of AU$75.90 will be charged.
    • The session will be forfeited and cannot be rescheduled.
    • Repeated no-shows may result in suspension of the enrolment without refund.

    6. Cancellation by TutorGator

    6.1 TutorGator Cancels an Individual Session

    ✓ No Charge, Free Reschedule

    • If TutorGator or the assigned tutor cancels a session, we will notify you as early as possible.
    • The session will be rescheduled at no charge within the same term.
    • If rescheduling within the term is not possible, the session fee will be credited or refunded.

    6.2 TutorGator Discontinues a Program

    ✓ Full Pro-Rated Refund

    • If TutorGator must discontinue a tutoring program before the end of a paid term, affected parents will be notified promptly.
    • A full pro-rated refund will be issued for all unused sessions.
    • Refund processed within 10 business days of notification.

    7. Pausing Your Enrolment

    You may pause your enrolment at any point during the term. There is no fee to pause.

    ✓ How to Pause

    • Email admin@tutorgator.com.au to request a pause.
    • All unused sessions at the time of the pause will be held and available when you resume.
    • Resumption is subject to tutor availability at the time.
    • Paused enrolments must be resumed within 12 months or the unused sessions will lapse.

    8. How to Request a Refund or Cancellation

    All cancellation and refund requests must be submitted in writing. Verbal requests will not be accepted.

    MethodDetailsResponse Time
    Emailadmin@tutorgator.com.au: include your full name, student name, enrolled subject, and reason for cancellationWithin 2 business days
    WhatsAppContact number provided at enrolment. Written message required, verbal calls not accepted for cancellations.Within 2 business days

    Once your request is confirmed in writing by TutorGator, any applicable refund will be processed within 10 business days to the original payment method.

    9. Refund Processing

    • Refunds are processed to the original payment method used at enrolment
    • Processing time: 10 business days from written confirmation of the refund
    • Bank processing times may mean the refund takes an additional 2 to 5 business days to appear in your account
    • If payment was made via Afterpay, the refund will be applied to your Afterpay account in accordance with Afterpay's terms

    10. Australian Consumer Law

    Our services come with consumer guarantees under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Nothing in this Policy excludes, restricts, or modifies those rights. If you believe TutorGator has failed to meet a consumer guarantee, you may also contact the Australian Competition and Consumer Commission (ACCC) at accc.gov.au or your state consumer protection agency for assistance.

    11. Disputes

    If you disagree with a refund decision, email admin@tutorgator.com.au in writing. We will acknowledge within 2 business days and aim to resolve within 10 business days. If the matter cannot be resolved informally, it will be referred to mediation under the laws of New South Wales. Your rights under the Australian Consumer Law are not affected.

    12. Changes to This Policy

    TutorGator may update this Policy from time to time. Where changes are material, we will notify enrolled families by email at least 14 days before the changes take effect. The updated Policy will apply to enrolments made after the effective date of the change. Existing term enrolments will be governed by the Policy version in effect at the time of enrolment.

    13. Contact Us

    For any cancellation, refund, or billing queries:

    Emailadmin@tutorgator.com.au
    Phone1300 042 867
    AddressLevel 27, International Towers, 100 Barangaroo Avenue, Sydney NSW 2000
    Websitetutorgator.com.au

    TutorGator Pty Ltd

    ABN 38 667 820 680 | ACN 667 820 680

    Level 27, International Towers, 100 Barangaroo Avenue, Sydney NSW 2000

    admin@tutorgator.com.au | 1300 042 867 | tutorgator.com.au

    Call us now1300 0GATOR