Refund & Cancellation Policy

At Excelia Learning Hub, we value your time and commitment to learning. Our Refund and Cancellation Policy ensures clarity and fairness for both students and tutors.

1. Cancellations by Students or Parents

If you need to cancel or reschedule a tutoring session, please notify us at least 24 hours in advance of your scheduled session time.

Sessions cancelled with less than 24 hours’ notice will be charged in full and are not eligible for a refund, except in exceptional circumstances (e.g., illness or emergencies), which will be reviewed on a case-by-case basis.

2. Cancellations by Excelia Learning Hub

In rare cases where a tutor is unavailable or a session must be rescheduled due to unforeseen circumstances, we will provide as much notice as possible and offer an alternative time or a full refund for that session.

3. Refunds for Prepaid Packages

Students who purchase a block of sessions in advance (e.g., 5 or 10 lessons) may request a refund for any unused sessions within 14 days of purchase, provided lessons have not commenced. Once tutoring begins, refunds for remaining sessions are assessed individually and may be subject to an administrative fee.

If a student chooses to discontinue tutoring, we ask for at least 7 days’ written notice via email to info@excelialearninghub.co.uk.

4. Missed or Late Sessions

Students who arrive late to a session will not be entitled to additional time. Tutors will wait up to 15 minutes for a student to join before marking the session as missed.

Missed sessions without prior notice are non-refundable and cannot be rescheduled.

5. Online Lesson Connectivity

If a session is disrupted due to technical issues on the student’s side (e.g., poor internet connection, device malfunction), the session may not be refunded. However, if the issue arises on our side or the tutor’s side, a free replacement session or refund will be offered.

6. Trial Sessions

Where a free trial session is offered, it is limited to one per new student and cannot be exchanged for a paid session or transferred to another individual.

7. How to Request a Refund

To request a refund, please email info@excelialearninghub.co.uk with your name, contact details, and session information. Refunds will be processed within 7–10 working days of approval, using the original payment method.

8. Policy Updates

We may update this Refund and Cancellation Policy from time to time. Any changes will be published on our website. Continued use of our services after updates constitutes acceptance of the revised policy.