Refund & Cancellation Policy
This policy applies to Trust InTuition services and products. It preserves applicable statutory consumer rights. Refund requests and complaints: admin@trustintuition.co.uk. Postal address: 1 Whitlow Close, St Helens, WA9 5YT, United Kingdom.
General cancellation and consumer rights
Cancellation and refund arrangements below are voluntary business terms alongside statutory rights. Where services begin during a statutory cancellation period, the required express request, information and payment consequences apply. Where digital supply begins during that period, the required express consent, acknowledgement and durable confirmation are required before the statutory cancellation right is lost.
Regular tutoring
At least 48 hours’ notice is required to cancel without charge unless different written package terms apply. Short-notice cancellations and missed sessions are ordinarily charged at the full agreed rate. Tutor or Trust InTuition cancellations are not charged; prepaid lessons will be rearranged by agreement or appropriately credited. A late student’s session ordinarily ends at the scheduled time and remains payable. Tutor lateness will be addressed with reasonable efforts to compensate lost time. After more than 10 weeks of regular tutoring, two weeks’ notice is ordinarily required to end the arrangement. Properly due fees remain payable. The New Client Contract & Student Information form governs each arrangement.
Live Parent Lessons
Bookings are confirmed following payment and booking confirmation. Each listing identifies date, time, price, format and replay access. A full voluntary refund is available for cancellation at least seven calendar days before the workshop, provided included digital content has not already been supplied under arrangements affecting cancellation rights. Less than seven days’ notice ordinarily receives no additional discretionary refund outside statutory rights. If replay is included, it remains available after a missed live session. If Trust InTuition cancels, a full refund or agreed alternative is provided. If postponed, customers may decline the rearranged date and receive an appropriate refund.
Individual educational assessments and screening
Assessments may be cancelled or rearranged without charge with at least 48 hours’ notice. Less than 48 hours’ notice does not ordinarily guarantee a refund or rearrangement outside statutory rights. If Trust InTuition cancels, a full refund or mutually agreed alternative is provided. Listings identify price, duration, location, scope and included report or feedback. Assessments are delivered with reasonable care and skill. Dyslexia screening is not a formal diagnosis or full diagnostic assessment.
Group assessment mornings
A full voluntary refund is available for cancellation at least seven calendar days before the assessment morning. Less than seven days’ notice ordinarily receives no discretionary refund outside statutory rights. Where practical, a transfer to another available date may be offered but is not guaranteed. If Trust InTuition cancels, a full refund or mutually agreed alternative is provided. These rules are separate from regular weekly tutoring.
Digital downloads and recorded workshops
This includes downloadable resources, printable PDFs, digital books and pre-recorded Parent Lessons. Listings explain file format, content and access arrangements. Once digital supply has lawfully begun and the customer has validly lost the statutory cancellation right, change-of-mind refunds are not ordinarily available. Statutory remedies for faulty, inaccessible or misdescribed digital products remain. Products are for personal or expressly stated educational use and must not be resold, redistributed, publicly uploaded or shared outside the licence. Where digital content is supplied immediately, any loss of the statutory cancellation right will only apply where the legally required express consent, acknowledgement and confirmation requirements have been satisfied.
Physical products and books
Eligible online physical products are subject to the applicable 14-day cancellation period after delivery, with generally a further 14 days to return after notice. Customers pay direct return postage for change-of-mind returns where disclosed before purchase. Standard outward delivery charges are refunded as required by law, and refunds are issued within the applicable statutory timeframe. Faulty, damaged or misdescribed goods retain statutory remedies. A standard signed book is not automatically exempt; genuinely personalised or custom-made products may qualify for a lawful exception. Request a return at admin@trustintuition.co.uk.
The Tutor for Tutors fixed-term programme
The six-month programme is not a rolling subscription or cancel-any-time membership. Foundation is £249 per month for six months (£1,494 total); Premium is £369 per month for six months (£2,214 total). Monthly payments are instalments of the total programme price and enrolment commits the participant to the full six-month financial commitment. Missed sessions or unused resources do not ordinarily create a discretionary refund. The programme ends after six months and does not automatically renew. Statutory cancellation rights for the combined digital content and live services apply, including separate requirements for early digital supply and early service commencement. Where a deposit is required to secure a programme place, the amount, payment terms and how it is credited towards the total programme fee will be clearly explained before payment.
Refund requests and complaints
Complaints may be emailed to admin@trustintuition.co.uk. We acknowledge complaints within five working days and aim to provide a substantive response within 14 calendar days. If further investigation is required, we will provide an update explaining the delay. Customers retain statutory rights and other remedies available under applicable law.