Refund Policy

Introduction

The Australian Consumer Law sets out consumer rights that are called consumer guarantees. These include your rights to a repair, replacement or refund where a product or service you buy fails to meet our consumer guarantee.

Purpose and scope

This policy applies to the refund of English course fees that have been paid by students of English Accelerator.

Background

English Accelerator requires the payment of courses or program session fees in advance. The student or parent can cancel or reschedule a scheduled live one on one session at any time up to 48 hours before the scheduled session for no charge by emailing learn@english-accelerator.com and receiving a confirmation.

Cancellation or rescheduling of the scheduled one on one session by the student or parent on the day of or the day before the scheduled tutoring session will incur the full session fee as the Teacher has been confirmed and will be paid for the session regardless. There will also be no refund where a student fails to turn up for an online session at the scheduled time.

Requests for refunds for a one-on-one session that does not meet the quality requirements will be considered by English Accelerator on a case by case basis.

Policy

Cancellation where there is a failure in delivery of a session

Under the Australian Consumer Law, the tutoring sessions offered by English Accelerator come with guarantees that they will be:

• provided with acceptable care and skill or technical knowledge and taking all necessary steps to avoid loss and damage
• fit for the purpose or give the results that English Accelerator and the student agreed to
• delivered within a reasonable time frame of the scheduled session time

English Accelerator is legally obliged to provide a student with a full refund if requested where there is a ‘major failure’ of one or more of the guarantees. A major failure occurs where the service:

• Has a problem that would have stopped the consumer from buying it if they had known about it
• Is substantially unfit for its purposes and cannot easily be fixed with a reasonable time;
• Does not meet the specific purpose that the student asked for and cannot easily be fixed within a reasonable time.
• If the Teacher fails to deliver a session due to equipment failure or other reasons.

If the failure that has occurred is not a major failure but is still a failure on the part of English Accelerator, English Accelerator is required to rectify the failure. This might involve, but is not limited to, rescheduling a session, or part of a session.

Procedures for refund request

The customer must raise a request for refund through the complaints process which triggers an “informal complaint” which is investigated by separate team within English Accelerator authorised to process a refund and well as other remedies.