1. POLICY OVERVIEW

This Refund and Cancellation Policy outlines the terms and conditions for refunds and cancellations of tutoring services provided by Prestige Education ABN 20 623 864 755. This policy is designed to be fair to both students and our business whilst complying with Australian Consumer Law.

By enrolling in our services, you acknowledge that you have read, understood, and agree to the terms set out in this policy.

2. PAYMENT STRUCTURE AND MINIMUM TERM

2.1 Minimum Commitment

• All tutoring programs require a minimum 10-week commitment
• Full payment for the 10-week minimum term is required before commencement
• This minimum term ensures continuity of learning and effective academic progress
• The 10-week period begins from the date of the first scheduled lesson

2.2 Payment Requirements

• Payment must be received in full before the first lesson
• Accepted payment methods include credit card, bank transfer, or other specified methods
• Payment plans may be available in exceptional circumstances (subject to approval)
• Late payment may result in suspension of services

3. MONEY-BACK GUARANTEE

3.1 First Lesson Satisfaction Guarantee

We offer a 100% money-back guarantee after your first lesson.

• If you are not completely satisfied with our tutoring service after the first lesson, you may request a full refund
• The refund includes the entire amount paid for the 10-week minimum term
• This guarantee demonstrates our confidence in the quality of our tutoring services
• No questions asked - if you're not satisfied, we'll refund your money

3.2 Conditions for First Lesson Refund

• Refund request must be made within 48 hours of completing the first lesson
• Student must have attended the full first lesson as scheduled
• Refund applies only to the first lesson experience, not subsequent lessons
• Written notice of dissatisfaction must be provided

4. REFUND ELIGIBILITY AFTER FIRST LESSON

4.1 Limited Refunds After Commencement

After the first lesson satisfaction period expires, refunds are limited and subject to the following conditions:

4.2 Exceptional Circumstances

Partial refunds may be considered in exceptional circumstances including:

• Serious Illness: Student's serious illness preventing continuation (medical certificate required)
• Family Emergency: Major family circumstances beyond control (documentation required)
• Relocation: Permanent relocation making attendance impossible (proof of relocation required)
• Service Failure: Significant failure by Prestige Education to deliver promised services

4.3 Calculation of Exceptional Circumstance Refunds

• Refund calculated based on remaining unused lessons
• Administrative fee of $100 may apply to process exceptional circumstance refunds
• Refunds processed within 14 business days of approval
• All exceptional circumstance refunds require management approval

5. CANCELLATION POLICY

5.1 Individual Lesson Cancellations

• 24-Hour Notice Required: Minimum 24 hours' notice required for lesson cancellations
• Make-up Lessons: Cancelled lessons with proper notice may be rescheduled subject to availability
• Short Notice Cancellations: Less than 24 hours' notice may result in forfeited lesson
• Emergency Cancellations: Genuine emergencies considered on case-by-case basis

5.2 Program Cancellation

• Program cancellation after the first lesson satisfaction period is subject to our exceptional circumstances policy
• 30 days' written notice required for any cancellation request
• Cancellation without valid exceptional circumstances results in forfeiture of remaining fees
• All cancellation requests must be submitted in writing

6. NON-REFUNDABLE CIRCUMSTANCES

6.1 Change of Mind

No refunds are provided for:

• Change of mind after the first lesson satisfaction period
• Dissatisfaction with academic progress or results
• Student's lack of engagement or effort
• Scheduling conflicts that can be reasonably accommodated

6.2 Student Conduct Issues

• Termination due to breach of Code of Conduct
• Inappropriate behaviour towards staff or other students
• Failure to comply with our terms and conditions
• Non-payment of additional fees or charges

7. PRESTIGE EDUCATION CANCELLATIONS

7.1 Service Interruptions

If Prestige Education needs to cancel or significantly modify services:

• Alternative arrangements will be offered where possible
• Pro-rata refunds available if alternative arrangements unacceptable
• Force majeure events may affect refund eligibility
• Reasonable notice will be provided of any service changes

7.2 Tutor Unavailability

• Replacement tutors will be provided where possible
• If suitable replacement unavailable, lessons may be rescheduled
• Refunds considered if alternative arrangements unsuitable

8. REFUND PROCESS AND TIMEFRAMES

8.1 How to Request a Refund

• Submit written refund request to info@prestige.edu.au
• Include student name, enrollment details, and reason for refund
• Provide supporting documentation if required
• Allow 5-10 business days for initial assessment

8.2 Processing Timeframes

• First Lesson Refunds: Processed within 5 business days of approval
• Exceptional Circumstances: Assessment within 10 business days, processing within 14 business days if approved
• Prestige Education Cancellations: Processed within 14 business days
• Refunds returned via original payment method where possible

9. AUSTRALIAN CONSUMER LAW RIGHTS

This policy operates alongside your rights under Australian Consumer Law. Nothing in this policy:

• Excludes, restricts, or modifies consumer rights that cannot be excluded under Australian Consumer Law
• Limits your right to seek remedies for major failures in service delivery
• Prevents you from seeking compensation for reasonably foreseeable loss or damage
• Affects your rights to consumer guarantees regarding services provided with due care and skill

If our services fail to meet consumer guarantees, you may be entitled to additional remedies beyond this policy.

10. DISPUTE RESOLUTION

10.1 Internal Resolution

• Refund disputes will first be handled through our internal complaints process
• Management will review all disputed refund decisions
• Written response provided within 14 business days
• Fair and reasonable consideration given to all circumstances

10.2 External Resolution

If you are unsatisfied with our refund decision, you may contact:

• Consumer Affairs Victoria: 1300 558 181
• Australian Competition and Consumer Commission (ACCC)
• Victorian Civil and Administrative Tribunal (VCAT)