Refund & Cancellation Policy

This policy explains when you can get a refund for a course, and how cancellations work for one-to-one tutoring and live classes. It forms part of our Terms of Service. If any part of this policy conflicts with a non-waivable consumer right in your country of residence, that right prevails — see Section 8.

You may request a full refund of a course purchase within 14 days of the purchase date, provided you have consumed no more than 25% of the course content.

• “Consumed” means the proportion of lessons marked complete, or video substantially watched, measured by our progress tracking.
• Above 25% consumption, or after 14 days, refunds are at our discretion. We do consider them — for example where a course was materially not as described, or where you had a genuine reason for delay. Ask us.
• Refunds are issued to the original payment method, in USD. We cannot refund to a different method or person.
• Once refunded, your access to the course, and to any certificate issued for it, is revoked.

• Cancelling in advance. Cancel or reschedule at least 24 hours before the session start time for a full refund or a free reschedule.
• Late cancellation. Cancelling less than 24 hours before the start time is not normally refundable, because the tutor has reserved the slot and usually cannot fill it.
• If you do not attend. If you do not join within 15 minutes of the start time and have not told the tutor, the session is treated as delivered and is not refundable.
• If the tutor does not attend. If your tutor fails to join within 15 minutes, or cancels at any point, you receive a full refund or a rescheduled session at no cost — your choice.
• Technical failure. If a session cannot go ahead or is substantially disrupted because of a failure of the platform or the video conferencing provider, we will reschedule it or refund it in full. Problems caused by your own equipment or internet connection are not refundable, though tutors will usually try to make the time up.
• Sessions cut short. If a session runs materially shorter than booked through no fault of yours, we refund pro rata or credit the balance to a future booking.

Email support@educationlabsai.com from the address on your account, including:

• the course or session concerned;
• the order reference from your dashboard or receipt;
• the date of purchase; and
• a brief reason for the request (this helps us improve, and is not a condition of a valid request within the refund window).

We acknowledge requests within 3 business days and decide within 10 business days. Approved refunds are submitted to our payment provider immediately, and typically appear on your statement within 5–10 business days depending on your bank or card issuer. We do not control that final step.

If you are a consumer resident in the UK or the EU, you normally have a legal right to cancel a distance contract within 14 days of purchase without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK and the Consumer Rights Directive (2011/83/EU) in the EU.

Nothing in this policy affects your statutory rights where digital content or a service is faulty, not as described, or not supplied with reasonable care and skill. In those cases you may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015 or equivalent local law.

If we permanently withdraw a course you have purchased, or materially reduce what it contains, we will give you notice and offer a full or pro-rata refund, or a comparable alternative course. If we suspend or terminate your account for breach of the Terms of Service, you are not entitled to a refund for content you can no longer access.

Please contact us before raising a chargeback with your bank or card issuer — we can usually resolve the matter faster. Where a chargeback is raised, we may suspend access to the associated content while the dispute is investigated, and we will provide the payment provider with the enrolment and usage records relevant to the claim. If a chargeback is decided in our favour, we may require the disputed amount to be settled before restoring access. Nothing here limits your right to dispute a genuinely unauthorised transaction.

Where a refund is issued for a course or session delivered by an instructor, the corresponding amount is reversed from that instructor’s earnings, whether or not it has already been reported as payable. See the Instructor & Tutor Agreement.

We may update this policy. The version in force at the time of your purchase is the one that applies to that purchase, so a later change will not reduce refund rights for something you have already bought. Questions can be sent to support@educationlabsai.com. Education Labs AI aims to resolve refund questions fairly and quickly.