01When you can get a refund
- Before a Service starts: if you request a refund within 7 days of payment and before your first session or programme start date, you will receive a full refund.
- Unused sessions: if you stop a Service after it has started, you can request a refund for unused, prepaid sessions, less any discount you received for buying a bundle.
- If we cancel: if we cancel a Service or cannot provide a mentor, you will receive a full refund for the affected part, unless you choose an alternative.
- Service concerns: if a session did not go ahead as booked or fell clearly short of what was described, tell us within 48 hours and we will offer a free replacement session or a refund for that session.
- Duplicate payments are always refunded.
02How partial refunds are calculated
For unused sessions, we refund the number of unused sessions multiplied by the standard single-session price that applied when you bought them, up to the total amount you paid. This means a bundle discount applies only to the sessions you used.
Example: you pay 9,000 for a pack of 10 sessions (standard price 1,000 each) and use 4. The value of sessions used at the standard price is 4,000, so the refund is 9,000 − 4,000 = 5,000.
03Instalment plans
If you pay by instalments and stop a Service, we will cancel future instalments and refund any amount paid for sessions not yet delivered, calculated as above.
04When refunds are not available
- Sessions that have been completed, or treated as completed under our Cancellation Policy.
- Digital resources that have been downloaded or accessed, unless they were faulty.
- Requests made only because of a grade, result or outcome, which we cannot guarantee.
- Services suspended or ended because of a breach of our Acceptable Use Policy or Terms of Use.
- Payments made outside official Acadeosity channels.
05How to request a refund
Email [email protected] with the subject "Refund request" and include your name, order or payment reference, the Service and the reason for your request.
06How long it takes
We will review your request within 5 working days and tell you the outcome. Approved refunds are made to your original payment method within 7 to 10 working days. Your bank or payment provider may take additional time to show the credit.
07If you are not satisfied with the outcome
If you disagree with our decision, reply to our email within 14 days and ask for it to be reviewed. A senior member of the team will review your request and give you a final response within 10 working days. You can also contact our Grievance Officer as described in our Terms of Use.
08Currency and charges
Refunds are made in the currency of the original payment. We are not responsible for differences caused by exchange rates or charges applied by your bank or payment provider.
09Organisation contracts
Refunds for Services bought by a school, university or other organisation are handled under the written agreement with that organisation.
10Your consumer rights
This policy does not affect any rights you have under the consumer protection laws of the country where you live.