Refund policy

Last updated: April 27, 2026

At Cohort Tutoring, we value our tutors' time and the commitment required to prepare for each session. This policy outlines the requirements for canceling, rescheduling and requesting refunds for our tutoring services.

1. Cancellation & Rescheduling

We understand that plans change; however, to ensure the sustainability of our services, we require a minimum notice period for any changes to your bookings.

  • 12-Hour Notice Required: You must cancel or request to reschedule your appointment at least 12 hours prior to the scheduled start time.

  • Late Cancellations: If you cancel with less than 12 hours' notice (late cancellation), no refund or credit will be provided. If a student fails to attend a session (no-show), the full fee that has been charged for that session will be ineligible for a refund or credit.

  • How to Cancel: Cancellations must be made through the cancellation function on your original booking email or by emailing support@cohorttutoring.com.au with your order/booking number.

2. Refunds

  • Eligible Refunds: A full refund or service credit will be issued if a session is cancelled at least 12 hours before the appointment time.

  • Processing Time: Refunds are processed back to the original method of payment via Shopify. Please allow 5-10 business days for the funds to appear in your account, depending on your financial institution.

3. Tutor Cancellations

In the rare event that a tutor needs to cancel or reschedule a session:

  • We will notify you as soon as possible via email or phone.

  • You will be offered the choice of a full refund for that session or a credit to reschedule at a time that suits you.

4. Technical Issues

  • Online Tutoring: If a session cannot proceed due to a technical failure on the part of the tutor or our platform, a full credit or refund for that session will be provided.

  • User Technical Issues: We are not responsible for technical issues on the student's end (e.g., poor internet connection, device failure). If the session cannot proceed due to student-side technical issues, it will be treated as a late cancellation.

5. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. If the tutoring service fails to meet a consumer guarantee (e.g., it is not provided with due care and skill), you are entitled to a remedy under the law.

6. Contact Us

For any questions regarding this policy, please contact support@cohorttutoring.com.au