REFUND & CANCELLATION POLICY

Effective Date: 19th January 2026

This Refund and Cancellation Policy (“Policy”) governs all refunds, cancellations, withdrawals, and fee-related disputes in relation to Courses and Services offered by TutorExel LLP (“TutorExel”, “we”, “us”, or “our”).

This Policy forms an integral part of TutorExel’s Terms & Conditions and must be read in conjunction with them. By enrolling in any Course or using any Service, the Parent or Guardian (“you”) agrees to be bound by this Policy.

1. GENERAL PRINCIPLES

  1. TutorExel offers online educational services, including:
    • live online tutoring classes,
    • co-curricular classes,
    • NAPLAN Bootcamp (live and self-study),
    • assessments, quizzes, recordings, and digital learning material.
  2. Due to the intangible, time-bound, and personalised nature of these Services, refunds are limited and conditional.
  3. No oral assurances, sales discussions, WhatsApp messages, or verbal representations shall override this written Policy.

2. COMMENCEMENT OF SERVICES

Services shall be deemed to have commenced when any one of the following occurs (whichever is earliest):

  • the Student attends the first live class;
  • access credentials to the Platform, recordings, or learning material are shared;
  • any session (live or recorded) is consumed;
  • any assessment, worksheet, or digital content is accessed.
  • issuance of login credentials for NAPLAN Bootcamp – Self-Study.

Once Services have commenced, refunds are strictly limited as outlined below. No refund, extension, credit, or substitution shall be permitted for NAPLAN Bootcamp – Self-Study once login credentials are issued.

3. CANCELLATION BY PARENT / GUARDIAN

3.1 Before Commencement of Services

If a cancellation request is received before Services commence, TutorExel may process a refund after deducting:

  • payment gateway charges,
  • administrative and onboarding costs,
  • taxes already remitted (if applicable).

Refund eligibility and amount may vary depending on the Course type.

3.2 After Commencement of Services

No refund shall be provided for:

  • any class already attended,
  • any recorded session accessed,
  • any learning material, worksheet, assessment, or test accessed,
  • any subscription period already started.

For Courses spanning multiple sessions or months (excluding NAPLAN Bootcamp – Live and Self-Study), any refund, if approved, shall be calculated on a pro-rata basis and shall apply only to unconsumed Services, at TutorExel’s sole discretion.

4. COURSE-SPECIFIC REFUND RULES

4.1 Live Online Classes (1:1 or Small Group)
  • Once the first class is attended or access is provided, no refund for consumed sessions.
  • Missed classes due to Student absence are non-refundable.
  • Make-up classes may be offered at TutorExel’s discretion but do not entitle refund.
  • For Live Online Classes (excluding NAPLAN Bootcamp – Live), if a refund is approved after commencement of Services, such refund shall be calculated on a pro-rata basis and shall apply only to unconsumed sessions.
4.2 NAPLAN Bootcamp – Live

No refund once:

  • the bootcamp starts, or
  • any live session, mock test, or material is accessed.

This applies regardless of attendance or performance.

4.3 NAPLAN Bootcamp – Self-Study

For NAPLAN Bootcamp – Self-Study, the sharing of login credentials to access the learning platform, practice material, mock tests, or any related content shall constitute commencement of Services.

Once login credentials are issued, the enrolment shall be deemed active and non-refundable, irrespective of whether the Student accesses or consumes the content.

Access to all NAPLAN Self-Study materials shall remain valid only until 31 March 2026, after which all access shall automatically expire without notice.

TutorExel shall have no obligation to extend access, provide refunds, or offer continued availability of content beyond the stated expiry date under any circumstances.

4.4 Co-Curricular Classes (Music, Activities, etc.)
  • Same rules as live academic classes apply.
  • Trial or demo classes (if any) do not guarantee refund eligibility.

5. CANCELLATION BY TUTOREXEL

TutorExel may cancel or discontinue a Course or enrolment due to:

  • instructor unavailability,
  • operational constraints,
  • force majeure events,
  • regulatory or technical reasons.

In such cases:

  • TutorExel shall refund only the unconsumed portion of Course Fees;
  • the refund shall not exceed the total amount paid for that enrolment;
  • no additional compensation, damages, or interest shall be payable.

6. PAYMENT REVERSALS, CHARGEBACKS & DISPUTES

  • Any payment reversal, chargeback, or dispute raised through banks or payment gateways:
    • shall result in immediate suspension of access to Services;
    • may lead to permanent account termination.
  • TutorExel reserves the right to recover dues, administrative costs, and penalties arising from chargebacks.

7. REFUND PROCESSING

  • Approved refunds shall be processed using the original payment method only.
  • Refund timelines depend on:
    • payment gateway,
    • banking partner,
    • regulatory timelines.
  • TutorExel does not guarantee immediate refunds and shall not be responsible for delays caused by third parties.

8. TAXES & FEES

  • Taxes already deposited with authorities are non-refundable, unless required by law.
  • Payment gateway fees and administrative charges are non-refundable.

9. NON-TRANSFERABILITY

  • Course Fees are non-transferable:
    • between Students,
    • between Courses,
    • between academic years or programs.

10. EXCLUSIONS

No refund shall be granted due to:

  • change of mind;
  • dissatisfaction with teaching style;
  • academic performance or results;
  • internet or device issues at the Student’s end;
  • scheduling conflicts or personal reasons.

11. FINAL AUTHORITY

  • All refund and cancellation decisions rest solely with TutorExel.
  • TutorExel’s determination shall be final and binding, subject to applicable law.

12. GOVERNING LAW & JURISDICTION

This Policy shall be governed by and construed in accordance with the laws of India.

Any dispute arising under this Policy shall be resolved through:

  • arbitration under the Arbitration and Conciliation Act, 1996;
  • seat and venue: Ahmedabad, India;
  • language: English.

Courts at Ahmedabad shall have exclusive jurisdiction, subject to arbitration.