Refund and Returns Policy

We offer online packages; each package is different in terms of the number of classes and the prices of each, which reflects the change in subjects taught within each course.

1. The free lesson package is offered at the discretion of the program and is equivalent only to 90 minutes of free tutoring, which cannot be converted into money and cannot be booked more than once per individual student, even if this particular student obtains multiple accounts, in which case the student will be liable to pay for any extra lessons that have been delivered.
2. All packages (Except the Pay as you go option) are made up of a set number of lessons, which can be delivered over the span of 3 months; however,  if the student wishes, they can book extra classes on top if they wish to have more frequent classes than the suggested total number of hours.
3. Any lessons purchased online via the website or via any means of contact on phone or by any other mean is subject to an expiry date of 14 weeks at the maximum which means that if these lessons are not used before the expiry date these lessons will expire and the student will not be able to book lessons after his credit has expired, no refund will be given for any payment received for those lessons which expire even if the student did not receive the lessons. So any lessons bought must be used before the expiry date. If booking of lessons has been neglected for too long until the expiry date is near, the student will NOT be able to book multiple lessons in a short period of time to make up for missed lessons unless by agreement of the tutor, who is his regular tutor and if the tutor's availability permits for such overcrowding of lessons.
4. Students have the right to cancel the purchase of any package within 14-days for a full refund after subtracting the fees for lessons already delivered, plus £10 administration fees, but after these 14 days, no refund will be given for any cancellation, and the student agrees to commit to having the lessons in a timely and orderly manner according to the availability of the Tutors.
5. In the extreme circumstances where the student is faced with emergency unforeseen conditions that requires them to cancel a course after the 14 days grace period have passed they may do so by writing to our website administration at admin@elbyan.org explaining the unforeseen circumstances and requesting a refund, it would be then at the discretion of the the website administration to either accept or reject the request and a refund may or may not be approved and might be either partially or in full and is a subject to paying the amount of classes already delivered plus 10 pounds administration fees.
6. Pay-as-you-go packages have no minimum monthly limit and can be any number of hours the student wishes to book, the difference is that they offer more flexibility, as the student can pay per lesson rather than per 3-monthly subscription. However,  they still follow the same rules above for cancellations and refunds, as well as the 14-week expiry dates.
7. Each student will receive instructions when joining the program explaining the process of cancelling or rescheduling a lesson. Please note that to request this directly by contacting your tutor, this will only be allowed if you try to do this > 12 hours in advance. This is to allow time for the tutor to change his/her schedule and to move lessons accordingly. If lessons are not rescheduled with more than 12 hours' notice,  the student will have to attend the class, and the time will be deducted from his/her total credit hours.
8. If a lesson is missed due to a tutor's fault or no show from the tutor, the lesson will be either rescheduled or a refund for that lesson will be issued to the student. And in case this is a recurring problem, the student will be entitled to a change of tutor free of charge OR a refund for the remaining hours (amount of money equivalent to the amount of hours left multiplied by the price per hour for the respective package he/she bought originally and not at the current rate at the time of cancellation).
9. If the student is not happy with their tutor, they can request a change of tutor once free of charge; any other subsequent change of tutor will incur a £5 administration fee.
10.  Monthly subscription packages and group lessons are not refundable in case of a no-show (student did not attend). Once scheduled, you must attend the class at the time agreed with the tutor. You may submit a request to cancel a lesson on a monthly subscription only twice per month, and only authorised absence by your tutor would be rescheduled.