1. Cooling-off period:

(a) You may cancel within 7 calendar days of payment, provided your child has not yet attended their first session.
(b) If you cancel within this period, we will refund the fees paid, less any non-recoverable bank or card processing charges and any third-party fees you expressly authorised (for example, exam registration fees).
(c) Once the 7-day period has ended, or once your child has attended their first session (whichever happens first), programme fees become non-refundable, except where required by law.

2. After your program has started:

Fees are for a complete programme or bundle of tutoring hours, not a pay-as-you-go service. Once your child has attended their first session, no refunds are given if you choose to stop early, except where required by law (see also Section 8). For Private Tutoring Bundles and the Grade Booster Challenge, unused hours must be used within 90 days of the first session and may be applied to another IGCSE subject with our approval, subject to mentor availability. Customised Programmes run for the programme period stated in your Service Agreement.

3. Missed and rescheduled sessions:

Sessions may be rescheduled with at least 24 hours’ notice to our team, subject to mentor and timetable availability. Sessions cancelled with less than 24 hours’ notice, or no‑shows, may be treated as delivered and deducted from the bundle. If XLR8 needs to cancel or reschedule a session, we will offer a replacement time at no additional cost.

4. Grade Booster Challenge (group program) specifics:

The Grade Booster Challenge has limited seats and runs on fixed cohort dates, which are confirmed to you in writing before your seat is secured. Once your child's seat is confirmed in a cohort, fees are non-refundable, except within the 7-day cooling-off period in Section 1 or where required by law.
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f your child cannot attend, you may request in writing to transfer the seat to another eligible student, or to apply the fee as a credit toward a future Challenge cohort or 1-2-1 bundle, subject to our approval and available capacity.
If XLR8 cancels a cohort, you may choose either a full refund of fees paid or a 100% credit toward another cohort or 1-2-1 bundle.

5. How refunds are processed:

When a refund is approved under this policy or required by law: Refunds are issued to the original payment method where reasonably possible. Processing times may vary by bank / card provider, but we aim to process approved refunds within 10–14 business days. If you paid through a third-party instalment or pay-later provider (such as Atome), approved refunds are processed through that provider, and your instalment balance is adjusted under the provider's terms.

6. How to request a cancellation or credit:

All requests must be submitted in writing by the contracting parent/guardian to the email address shown on your invoice or Service Agreement. Please include the Student’s full name, Program purchased, Date of payment, Reason for your request

7. Local consumer rights

Nothing in this policy is intended to limit any rights you may have under mandatory consumer protection laws in your country of residence. If those laws provide you with rights that differ from this policy, we will follow the minimum requirements of the applicable law.

8. Full Programme Fee Commitment:

8.1 Enrolment is a commitment to the full programme:

When you enrol your child, you agree to pay the full programme fee stated on your invoice or Service Agreement (the "Programme Fee"). This applies however you pay: in one payment, in instalments to XLR8, or through a third-party instalment or pay-later provider such as Atome.

8.2 Why we require this.

When your child is enrolled, we reserve a limited seat and dedicated mentor time for them, build their study plan, and turn away other families for that capacity. Our programmes are priced as complete programmes, not per session.

8.3 If your child withdraws after the cooling-off period:

If your child stops attending, or you withdraw your child for any reason after the cooling-off period in Section 1 has ended:
(a) any amount already paid is non-refundable;
(b) any unpaid balance of the Programme Fee remains payable on the original payment schedule; and
(c) if you paid through a third-party instalment or pay-later provider, your repayment obligations to that provider continue under its own terms and are not cancelled by the withdrawal.

8.4 Payment disputes:

You agree not to raise a chargeback or payment dispute for services that were delivered or made available to your child under these terms. If a dispute is raised, the Programme Fee remains owed, and we may provide the payment provider with your signed Service Agreement, attendance records and session records.

8.5 When this section does not apply.

This section does not apply:
(a) within the 7-day cooling-off period in Section 1;
(b) where XLR8 cancels a programme or cohort, or is unable to deliver the programme (Section 4 applies instead); or
(c) where a refund is required by applicable law.
Instead of a refund, you may request a seat transfer or programme credit under Section 4, subject to our approval.

8.6 Written agreement.

Every enrolment is confirmed by a Service Agreement signed by the contracting parent or guardian (electronic signature accepted). This policy forms part of that agreement. By signing and paying, you confirm you have read and understood this section.