Refund Policy

Last updated: 4 November 2026

This policy explains what happens to lessons you have paid for with AA Tutoring (Ascend Academic). In short: paid lessons never expire, and any lesson you don't use is kept as credit for you.

Unused lessons are kept as credit

If you cancel a lesson with at least 12 hours' notice, or stop part way through a package, the lessons you haven't used stay on your account as credit. You can use them at any time, with any of our tutors, and they do not expire. We do not usually give cash refunds for change-of-mind cancellations, because credit is always available.

If you move to a tutor with a different rate, we will convert your credit to that tutor's rate and let you know how many lessons it covers before you book.

Single lessons

A single lesson cancelled with at least 12 hours' notice becomes credit. A lesson cancelled with less notice, or missed without notice, is charged in full, as set out in our Cancellation Policy.

When we will give a refund

You will receive a refund to your original payment method if:

• we cancel a lesson, group session or workshop and can't offer a time that suits you, and you would prefer a refund to credit;
• we stop providing tutoring to your child for any reason, in which case all unused paid lessons are refunded; or
• you are entitled to a refund under the Australian Consumer Law.

Your rights under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If a lesson is not provided with due care and skill, or there is a major problem with our service, you may be entitled to a refund or to have the service provided again. Nothing in this policy limits those rights.

How to ask for a refund or check your credit

Email sheranzey.h@hotmail.com with the student's name and the lessons involved. We will reply within two business days, and approved refunds are paid within 10 business days.