Legal

Refund Policy

This Refund Policy explains the conditions under which refunds, cancellations, and rescheduling requests are handled by SuccessTracker.

Last Updated: 24 July 2026

1. Overview

At SuccessTracker, we want every parent and student to feel confident and fairly treated when booking a demo class, counselling session, or ongoing tuition with us. This Refund Policy explains, in plain language, when a refund may be available, when it may not, and how cancellations and rescheduling are handled. This policy works alongside our Terms & Conditions.

2. Demo Session Policy

The first demo class with a tutor is offered completely free of charge and without any payment or obligation. Since no fee is collected for a demo session, no refund is applicable to it. If you are not satisfied with your demo class, simply let your academic counsellor know, and we will help you find a better-suited tutor at no additional cost.

3. Fee Payment Policy

Fees for regular tuition sessions are only collected after you have decided to proceed, and only once your academic counsellor has shared clear, transparent pricing based on the student's class, subject, and the number of weekly sessions agreed upon. We do not charge any hidden fees beyond what has been communicated and confirmed with you in advance.

4. Refund Eligibility

Refund requests for paid tuition sessions are considered on a case-by-case basis and are generally evaluated based on factors such as:

  • The number of sessions already conducted versus sessions paid for in advance.
  • Whether the request is due to a genuine service issue, such as a tutor being unavailable without alternative arrangement.
  • The timeframe within which the request is raised after payment.

Where a refund is approved, it will typically be calculated proportionally, based on the sessions that have not yet been delivered.

5. Non-Refundable Situations

To keep this policy fair to both families and tutors, refunds are generally not available in situations such as:

  • Sessions that have already been conducted and completed.
  • A student's own change of mind after multiple sessions have already taken place, without any service issue.
  • Missed sessions due to the student or parent not being available at the scheduled time, without prior notice to reschedule.
  • Dissatisfaction with academic outcomes or exam results, as these depend on many factors beyond tutoring quality alone.

6. Cancellation by Student or Parent

You may request to cancel ongoing tuition at any time by informing our team directly. We ask that cancellation requests be raised as early as possible so we can settle any outstanding session adjustments fairly. Any refund due for sessions paid in advance but not yet delivered will be assessed as described in the "Refund Eligibility" section above.

7. Cancellation by SuccessTracker

In the rare event that we are unable to continue providing a tutor for your child — for example, if a tutor becomes permanently unavailable and no suitable replacement can be arranged within a reasonable time — we will inform you promptly and offer either a replacement tutor or a fair refund for any sessions paid for but not delivered.

8. Rescheduling Policy

We understand that schedules can change. Parents may request to reschedule a session by informing our team or the tutor directly, ideally at least a few hours before the scheduled time. Sessions rescheduled with reasonable notice do not affect your fee balance. Frequent last-minute rescheduling may, however, affect tutor availability for future sessions.

9. Exceptional Circumstances

We recognize that genuine emergencies — such as medical issues, family emergencies, or relocation — can affect a family's ability to continue tuition as planned. In such cases, please reach out to our team directly. We will review the situation with care and work towards a fair and reasonable resolution, which may include a partial refund, session credit, or a pause in scheduling, depending on the circumstances.

10. Refund Processing Timeline

Where a refund is approved, we aim to process it within a reasonable timeframe, typically within 7–10 working days from the date of approval. The exact time for the amount to reflect in your account may vary depending on your bank or payment provider, and is outside our direct control.

11. Policy Updates

We may update this Refund Policy from time to time to reflect changes in our services or for legal and regulatory reasons. Any changes will be posted on this page, and we encourage you to review it periodically if you have ongoing tuition with us.

12. Contact Information

If you have any questions about this Refund Policy, or would like to discuss a specific cancellation or refund request, please reach out to us:

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