Rescheduling, cancellations and refunds
Clear cancellation and refund rules before you pay
You can see what happens if plans change. This policy is written for IGCSE UK tutoring, mock marking, diagnostic review, exam planning, guided study and small group revision. Specific booking terms are confirmed before payment, but the rules below explain the normal approach.
Before work starts
Paid services can normally be cancelled before delivery begins. A small administration and payment-processing fee may be deducted.
After work starts
Delivered lessons, reports, marking, planning work and guided-study checkpoints are not refunded.
Unused package value
Unused lesson or programme value can be refunded or held as credit under the rules confirmed at booking.
Refund policy by service
The principle is simple: families do not pay for undelivered work, and tutors or markers are paid for work already completed or started.
| Service | If cancelled before work starts | After work has started | Typical fee or deduction |
|---|---|---|---|
| Free assessment | No payment is taken. | No refund issue because the assessment is free. | £0. |
| Single lesson | Can be cancelled or rescheduled with at least 24 hours’ notice. | Late cancellation, missed lesson or no-show may count as delivered. | No fee for timely rescheduling; late cancellation may use the lesson credit. |
| 10 or 20 lesson package | Refundable before the first lesson, minus an administration and processing fee. | Delivered lessons are not refunded. Unused lessons can be refunded based on the package lesson value, minus the administration and processing fee. | £25 administration and processing fee for a package refund. |
| Diagnostic review | Refundable before a tutor starts reviewing the evidence. | Not refundable once review work has started or the written recommendation has been delivered. | £15 administration and processing fee if cancelled before work starts. |
| Mock marking | Refundable before a marker starts reviewing the paper. | Not refundable once marking has started or feedback has been delivered. | £15 administration and processing fee if cancelled before work starts. |
| Exam planning | Refundable before planning work starts. | Not refundable once the route review, written planning or planning call preparation has started. | £15 administration and processing fee if cancelled before work starts. |
| Guided study programme | Refundable before the setup review or first weekly plan begins. | Completed weeks and started checkpoints are not refunded. Remaining weeks may be refunded pro rata or held as credit. | £25 administration and processing fee for a programme refund. |
| Small group revision | Refundable if cancelled at least 7 days before the first group session. | Once the group has started, missed sessions are not normally refunded because the group place has been reserved. | £15 administration and processing fee if the family cancels before the group begins. |
How unused lesson refunds are calculated
For lesson packages, refund value is based on unused lessons, not the original headline package price alone.
| Package | Package lesson value | Example |
|---|---|---|
| 10 lessons from £399 | £69.90 per unused lesson. | If 3 lessons have been delivered, 7 unused lessons remain. Refund before any other agreed deduction: 7 × £69.90 = £489.30, then deduct the £25 administration and processing fee. |
| 20 lessons from £749 | £64.95 per unused lesson. | If 8 lessons have been delivered, 12 unused lessons remain. Refund before any other agreed deduction: 12 × £64.95 = £779.40, then deduct the £25 administration and processing fee. |
| Custom package | Package price divided by confirmed lesson count. | The invoice or booking confirmation shows the package scope before payment. |
Rescheduling lessons
Rescheduling rules protect the student’s learning rhythm and the tutor’s reserved time.
| Situation | Normal handling |
|---|---|
| More than 24 hours’ notice | The lesson can normally be rescheduled without losing the lesson credit, subject to tutor availability. |
| Less than 24 hours’ notice | The lesson may be counted as delivered unless there is an accepted emergency or the tutor agrees otherwise. |
| Student late arrival | The lesson usually still ends at the scheduled time because the tutor’s next booking may be affected. |
| Tutor unavailable | We will try to reschedule, provide a suitable replacement or refund the affected undelivered lesson credit. |
| Repeated rescheduling | The package may be paused, re-timetabled or reviewed if repeated changes make delivery impractical. |
If IGCSE UK cancels or cannot deliver
If we cannot provide the confirmed service, the family does not pay for undelivered work.
- If a tutor becomes unavailable, we first try to offer a suitable replacement or new time.
- If no suitable replacement is available, unused lesson value can be refunded without the family cancellation fee.
- If a small group is cancelled before it begins, families can choose a refund or an alternative route if suitable.
- If we decline a request after payment because the service cannot be delivered responsibly, undelivered service value is refunded.
How to request cancellation or refund
Send cancellation or refund requests in writing so there is a clear record for the family and service team.
| Step | What to include |
|---|---|
| 1. Send a written request | Use the contact route confirmed at booking. Include parent name, student name, service purchased, payment date and reason for cancellation. |
| 2. Confirm delivered work | We check lessons delivered, reports started or delivered, guided-study weeks started and any group sessions reserved. |
| 3. Confirm refund or credit | The family receives a written summary of refund amount, credit amount or reason a service is not refundable. |
| 4. Processing time | Approved refunds are normally processed within 5 to 10 working days, then bank or payment-provider timing may vary. |
Important: refund rules are confirmed in the booking communication before payment. This practical policy overview is not legal advice and does not affect any mandatory consumer rights that may apply in the customer’s location.
Cancellation timing
The key question is whether the work has started
Refund and cancellation handling is clearer when a family can see the point at which a tutor, marker or planner has already begun work. These are practical service rules, not legal advice.
Cancellation is usually simpler
If no tutor time, marking time, planning work or reserved group place has been used, cancellation can normally be handled against the agreed policy.
Delivered work is counted
Lessons delivered, marking started, planning prepared and guided-study checkpoints normally count as used service value.
The family should not pay for undelivered value
If IGCSE UK cannot provide the confirmed service, the usual route is a suitable replacement, new time or refund of undelivered value.
When work is usually considered started
| Service | Before work starts | Usually started when | Confirm before payment |
|---|---|---|---|
| Diagnostic Review | Before a reviewer starts reading the submitted evidence, cancellation is normally possible under the agreed policy. | A reviewer has opened the file, assessed the evidence or begun writing the recommendation. | Subject, evidence file, scope, expected turnaround and whether the file is ready for review. |
| Mock Marking | Before a marker starts checking the paper or answer file, cancellation is normally easier. | A marker has begun reviewing answers, applying the mark scheme or preparing feedback. | Paper count, subject, exam board, readable file quality, marking scope and turnaround. |
| Exam Planning | Before route checking, planning preparation or written route work begins, cancellation can normally be reviewed. | A planner has started checking route questions, exam-board details, timelines or written recommendations. | Single-route or multi-subject scope, official questions to check and what remains outside IGCSE UK control. |
| Study Plan or Guided Study | Before the first plan, weekly structure or tutor checkpoint starts, cancellation is normally reviewed against unused value. | A plan has been prepared, a week has started, a checkpoint is underway or tutor feedback has been scheduled. | Start week, checkpoint rhythm, included feedback and what is not daily teaching or full online school. |
| One-to-one Lessons | Before the first lesson and before tutor time is reserved beyond the cancellation window, cancellation is normally simpler. | A lesson has happened, the student misses a reserved lesson inside the notice window or tutor preparation has been specifically agreed. | Lesson time, notice period, tutor fit, package value per unused lesson and communication route. |
| Small Group Revision | Before a group place is confirmed and the group start condition is met, cancellation is normally reviewed against the policy. | A group place has been held, the cohort has started or the session has run even if the student misses it. | Cohort fit, start date, minimum group condition and whether a one-to-one route would be safer. |
How to make a cancellation or refund request easier to process
| What to prepare | Why it helps | Usual next step |
|---|---|---|
| Parent name, student name, paid service and payment date | This lets the service team identify the booking without asking the family to repeat the whole history. | Confirm the service record and the work-start point. |
| Reason for cancellation, pause or schedule change | Some cases are better handled by rescheduling, tutor-fit review or holding credit rather than a refund. | Offer the responsible route: reschedule, review fit, credit unused value or refund where applicable. |
| Any lesson dates, report delivery dates or material upload dates | Dates help distinguish unused value from work that has already started or been delivered. | Calculate unused lesson value or explain why a one-off report is already in progress. |
| Preferred outcome | Families may want refund, credit, pause, new tutor, new time or a smaller service instead. | Send a written summary of the available options and expected processing time. |
Policy summary, not legal advice
Exact handling is confirmed with the booking terms before payment. Mandatory consumer rights in the customer location still apply where relevant.