Refund Policy

Refund Policy of ELearning Complex

ELearning Complex is an online tutoring company that brings personalized learning to students’ doorsteps, offering one-on-one instruction in a wide range of subjects — from academic core topics like mathematics, science, and language arts to specialized learning such as Quran tutoring and programming skills.

A well-defined refund policy is essential for building trust with learners and ensuring transparency in financial transactions. This policy outlines when refunds are provided, under what conditions, how the process works, and the rights and responsibilities of both learners and ELearning Complex.

1. Introduction and Purpose

A refund policy is a formal set of rules that specifies how and when learners may request a refund for tutoring services they have purchased. The purpose of the policy is to:

  • Protect learners by clearly stating their rights.

  • Ensure fairness in providing refunds or credits.

  • Promote transparency between the company and its customers.

  • Comply with consumer laws applicable to digital services.

A clear refund policy also reduces disputes and helps the company maintain a positive reputation.

2. General Principles

The refund policy of ELearning Complex is based on these key principles:

  1. Clarity — All refund terms are clearly communicated before purchase.

  2. Fairness — Refunds are handled impartially and consistently.

  3. Legal Compliance — The policy respects applicable consumer protection laws.

  4. Service Integrity — Refunds are considered in line with the extent of services delivered.

This ensures that learners understand their options while protecting the company from misuse of the refund process.

3. Eligibility for Refunds

Refunds are not automatic; learners must meet certain criteria to qualify. Generally, eligibility depends on the type of service purchased and whether the service has already been used.

a. Digital Tutoring Sessions

  • Before First Session: A full refund is available if the request is made before any tutoring session begins.

  • After First Session: Partial refunds may be calculated on a pro-rata basis depending on how many sessions have been attended.

  • No Refund After Full Completion: No refunds are issued once all tutoring sessions in a package have been completed.

b. Subscription Packages

For learners who subscribe to monthly or annual tutoring packages:

  • Cooling-Off Window: A refund may be possible if the request is made within a short period (e.g., 7–14 days) of the subscription start date — provided minimal or no usage of the service has occurred.

  • Cancellation After Usage: Refunds are typically not provided for fully or mostly used subscription periods.

c. Trial Classes

Many tutoring services offer free trial sessions. Because trial classes are complimentary, refunds are not applicable for them.

4. Conditions That Affect Refunds

Certain situations may affect the amount refunded:

Access to Materials

If the learner has received and used digital materials (e.g., recordings, PDFs, practice content), refund eligibility may be limited, because those materials are considered delivered.

This is similar in principle to how some online course platforms handle digital content access: once a learner has accessed content, refunds are often restricted.

No-Show or Cancellation Without Notice

Refunds may be reduced or not issued if learners repeatedly miss scheduled sessions without prior notice.

Service-Related Complaints

If the learner is dissatisfied with service quality, support teams will review the matter. In some cases, credits for future tutoring may be offered in place of direct refunds.

5. How to Request a Refund

To request a refund, a learner should follow these steps:

  1. Submit a written request via email or the company’s support portal within the specified time frame.

  2. Provide proof of purchase, such as an invoice or receipt.

  3. Include reasons for the refund request If related to service quality, relevant details help assessment.

The company aims to respond to all refund requests within 5–10 business days.

6. Refund Calculation and Example Scenarios

Refunds are typically calculated using one of the following methods:

a. Full Refund

Eligible when request is made before any tutoring session begins and within the allowed time window.

b. Partial Refund

Example scenario: A learner purchases a package of 10 sessions and attends 4. A partial refund could be calculated based on 6 unused sessions, minus administrative fees.

c. No Refund

No refunds are given when:

  • The package has been fully used.

  • The request is outside the specified refund window.

  • The learner has accessed all course materials associated with the service.

7. Processing Time

Once a refund is approved:

  • Payment Method: Refunds are usually returned via the original payment method.

  • Processing Window: It may take up to 10 to 15 business days for the refund to appear in the learner’s account, depending on the financial institution.

8. Exceptions and Special Circumstances

In certain exceptional situations — such as medical emergencies or extended technical issues that prevented access to tutoring services — ELearning Complex may, at its discretion, consider unique arrangements. These might include:

  • Extended credits

  • Free additional sessions

  • Refund negotiation beyond standard terms

Each case is assessed individually and requires supporting documentation.

9. Non-Refundable Items

Some items may not be refundable, including:

  • Fees charged for administrative processing.

  • Completed sessions or lesson hours.

  • Digital downloads that have already been accessed.

These exclusions are part of maintaining fairness and reflect the delivered value of services.

10. Cancellation Policy

Cancellations must be communicated in advance of scheduled sessions. Failure to cancel within an acceptable timeframe may affect refund eligibility.

For subscription plans:

  • Auto-Renewal: Learners should cancel before auto-renewal to avoid being billed for the next period.

  • Refund entitlements for renewal fees vary based on how much of the renewal period has been used.

11. Dispute Resolution

If a learner disagrees with a refund decision:

  1. They may file an internal appeal with customer support.

  2. The company will re-review the request within a defined period (e.g., 10 business days).

  3. If unresolved, external consumer rights channels may be used, depending on local laws.

12. Policy Changes

Refund policies may be updated from time to time. Learners will be notified of significant changes via email or updates on the website.

A clear, fair, and accessible refund policy benefits both ELearning Complex and its learners. It reinforces trust, provides transparency in financial terms, and ensures that learners feel secure investing in their education. By outlining refund eligibility, processes, timelines, and exceptions, ELearning Complex demonstrates a learner-centric approach — one that respects consumer rights and supports a positive online tutoring experience.