Refund & Cancellation Policy

This Policy is incorporated into the Terms of Service and applies to tutoring, packages, fixed-term or instalment plans, group intensives and related paid educational services. The accepted Order Summary may give you more favourable cancellation rights or service-specific dates; it cannot remove a mandatory legal right.

A refund right is not a promise of academic results. Grades, scores, admission, scholarships and improvement are never guaranteed and do not, by themselves, create a refund entitlement.

We honour every non-waivable consumer remedy. In the EU and EEA, and under similar UK rules, a consumer generally has 14 days after a distance service contract is concluded to withdraw. If the consumer expressly asks us to start during that period, we may retain only the proportionate price of service actually supplied before withdrawal. The right ends after full performance only with the required express request and acknowledgement.

Ontario does not impose one universal change-of-mind period on every online tutoring service. Ontario internet-agreement remedies and applicable provincial rules remain available if mandatory disclosure, confirmation, delivery or other requirements are not met. Quebec distance-contract and sequential-service rules apply when applicable.

Hong Kong currently has no general statutory cooling-off period for all online tutoring purchases. Mandatory remedies for misleading trade practices, non-conforming service and failure to exercise reasonable care and skill remain available. Switzerland and other jurisdictions receive any mandatory local right; we do not represent that all have an EU-style 14-day period.

This optional model may be copied into an email. Address it to Bespoke Learning Inc., 103-2727 Steeles Ave West, Toronto, Ontario M3J 3G9, Canada, legal@bespokelearning.io: “I/We hereby give notice that I/We withdraw from the contract for the following service: [service]. Ordered on: [date]. Customer name: [name]. Customer address: [address]. Date: [date].” A signature is needed only for a paper notice.

Using the model is not mandatory. Any unequivocal statement sent before the deadline is sufficient. If you submit an electronic withdrawal, we acknowledge receipt on a durable medium without undue delay.

A new student’s first paid one-to-one engagement includes a one-time fit window. Notify us in writing within 48 hours after the first completed lesson and before the second lesson. You may request a tutor rematch or end the engagement.

If you end it, the first lesson is charged at the then-published single-lesson rate and the remaining unused prepaid balance is refunded. The Promise is limited to fit and cannot be claimed for academic outcome, group intensives, delivered written feedback, digital products, a missed lesson or after a second lesson is taken.

Standard one-to-one credits are valid for three months from purchase unless a different period was clearly disclosed. Expired credits are not contractually refundable merely because they were not booked. We extend or restore credits when Bespoke could not supply reasonable availability or where mandatory law requires it.

After statutory and Right Fit rights, an early package cancellation requires 30 days’ written notice unless the Order Summary is more favourable. Delivered and properly late-cancelled lessons may be repriced at the single-lesson or smaller-package rate disclosed at purchase. We then refund the unused prepaid balance after only lawful, reasonable and documented deductions.

Instalments are payment dates for the agreed programme, not automatically separate monthly contracts. An early end requires 30 days’ written notice unless a shorter period is stated. Amounts for delivered service, late-cancelled sessions and firmly scheduled service within the notice period remain payable.

We do not apply the former automatic 50%–100% remaining-balance termination table. Any early-cancellation deduction must instead reflect delivered value and reasonable, documented, non-recoverable loss, be disclosed where required, and be lawful. Any balance after those deductions is refunded; any unpaid lawful balance remains due.

Mandatory withdrawal or deficient-service rights override this table. If an intensive begins during a statutory cooling-off period, we obtain the required request to start early and charge only as the applicable law permits.

If Bespoke does not supply a paid service, supplies something materially different from the agreed description, or fails to exercise the care and skill required by law, contact us promptly with relevant details. Depending on the right and circumstances, the remedy may be repeat performance, correction, price reduction, restored credit or refund.

We may reasonably investigate and request evidence, but do not make a mandatory remedy conditional on accepting credit. Nothing here limits rights concerning misrepresentation, unfair practice or breach of a statutory guarantee.

A free or gifted add-on has no separate cash refund value. If a bundled paid order is partly refunded, any discount is allocated reasonably across the paid components and the refund is based on the amount actually paid. A promotional label does not reduce a mandatory legal remedy.

A referral, scholarship or third-party-funded amount is returned to the original payer or funding source unless law or the written programme rules require otherwise.

• Write to legal@bespokelearning.io from the purchasing email and include the customer and student name, invoice, service, relevant dates, reason and requested outcome.
• We will acknowledge the request promptly and may ask only for information reasonably needed to verify identity, authority and entitlement.
• We aim to decide complete requests within 10 business days. Statutory deadlines are followed where shorter or otherwise different.
• Approval or refusal will be explained in writing, including the calculation of any deduction.

An approved refund is made to the original payer and, where practicable, the original payment method. Bank-transfer refunds are sent to a verified account in the payer’s name. We may require a secure verification step to prevent fraud and will never ask for an online-banking password.

Refunds are calculated in the invoice currency. Bespoke does not guarantee the amount received after exchange-rate movement or charges imposed by a customer’s bank or an intermediary, but we do not add a refund fee unless lawfully disclosed. Taxes are adjusted as required.

Where EU, EEA, UK or another mandatory rule applies, reimbursement is made within the statutory period, generally 14 calendar days from valid withdrawal. Otherwise we initiate an approved refund within 10 business days; bank settlement may take additional time outside our control.

Please let us investigate a billing issue before initiating a chargeback when safe and practical. A chargeback does not expand or reduce either party’s legal rights, and we may provide the payment provider with the contract, confirmation, attendance and correspondence needed to answer it.

You remain free to use a lawful chargeback, consumer-protection complaint, court or mandatory dispute process. Ontario law governs subject to mandatory protections and forums of your habitual residence.