REFUND & CANCELLATION POLICY
Last updated: [01/02/2026]
Company: Sivaard Limited
Website: www.elastute.com
This Refund & Cancellation Policy (“Policy”) sets out the terms on which Sivaard Limited (“we”, “us”, “our”) provides refunds and accepts cancellations for online tutoring services purchased through www.elastute.com (“the Website”). This Policy forms part of our Terms of Service and should be read in conjunction with them.
By booking or paying for tutoring services, you (“you”, “your”, “Parent”) agree to be bound by this Policy.
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1. Definitions
For the purposes of this Policy:
a) “Services” means online tutoring sessions delivered via Zoom, including one to one lessons, group lessons, assessments, and educational materials.
b) “Student” means the child receiving tutoring services.
c) “Booking” means any confirmed purchase of lessons or packages.
d) “Working Day” means Monday to Friday, excluding public holidays in England and Wales.
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2. Statutory Right to Cancel (14 Day Cooling Off Period)
2.1
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your Booking within 14 days of purchase (“Cooling Off Period”) without giving any reason.
2.2
However, this right does not apply where:
a) You request that lessons begin during the Cooling Off Period; or
b) The Student attends any lesson during the Cooling Off Period.
2.3
By requesting or allowing lessons to commence within the Cooling Off Period, you expressly acknowledge that:
a) You waive your statutory right to cancel; and
b) You will be liable for the cost of any lessons delivered.
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3. Cancellations by the Parent
3.1 Individual Lesson Cancellations
3.1.1
You may cancel or reschedule an individual lesson by providing at least 24 hours’ notice prior to the scheduled start time.
3.1.2
Lessons cancelled with less than 24 hours’ notice are non refundable and non transferable.
3.2 Package or Block Booking Cancellations
3.2.1
Where you have purchased a package of lessons, unused lessons may be refunded only if:
a) You are within the Cooling Off Period and no lessons have been taken; or
b) We agree to a discretionary refund in exceptional circumstances.
3.2.2
Refunds for partially used packages will be calculated based on the full, non discounted price of lessons already delivered.
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4. Cancellations by Sivaard Limited
4.1
We reserve the right to cancel or reschedule lessons due to tutor illness, technical issues, or other unforeseen circumstances.
4.2
Where we cancel a lesson, you will be offered:
a) A rescheduled lesson; or
b) A full refund for the affected session.
4.3
We are not liable for any consequential losses arising from cancellations.
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5. Missed Lessons
5.1
If the Student fails to attend a scheduled lesson without prior notice, the lesson will be deemed missed.
5.2
Missed lessons are non refundable and non transferable, regardless of the reason for non attendance.
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6. Technical Issues
6.1
You are responsible for ensuring that the Student has:
a) A stable internet connection
b) A suitable device with camera and microphone
c) Access to Zoom
d) A safe and appropriate learning environment
6.2
Refunds will not be issued for lessons missed or disrupted due to technical issues on your side.
6.3
If a lesson is disrupted due to technical issues on our side, we will:
a) Reschedule the lesson; or
b) Provide a refund for the affected session.
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7. Refund Process
7.1
All refunds will be issued to the original payment method via Stripe.
7.2
Refunds may take 5–10 Working Days to appear in your account, depending on your bank.
7.3
We reserve the right to request reasonable evidence to support refund claims.
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8. Non Refundable Items
The following are strictly non refundable:
a) Lessons attended by the Student
b) Lessons cancelled with less than 24 hours’ notice
c) Missed lessons
d) Lessons disrupted due to Parent/Student technical issues
e) Digital materials already delivered
f) Administrative or processing fees (if applicable)
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9. Exceptional Circumstances
9.1
We may, at our sole discretion, consider refunds or credits in exceptional circumstances, including:
a) Serious illness
b) Bereavement
c) Long term technical failure beyond your control
9.2
Any such refunds are discretionary and not guaranteed.
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10. Changes to This Policy
We may update or amend this Policy from time to time. The updated version will be published on the Website and will take effect immediately upon posting.
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11. Contact Us
For questions or refund requests, please contact:
Sivaard Limited
Email: contact@elastute.com
Address: 60 Tottenham Court Road, Office 810, Fitzrovia, London, England, W1T 2EW