What happens if you need to cancel a class, stop lessons or ask for a refund, in plain words. It sits alongside our Terms and Conditions.
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Every family starts with a free demo class, so you can decide whether we're right for your child before you pay anything. Because of that, classes already taught are not refunded, but classes you haven't had yet are, in any month.
Each child has one free demo class, with no payment or card details needed and no obligation to continue. If the demo isn't right for you, simply tell us and you won't be charged anything.
Please give at least 24 hours' notice to cancel or reschedule a class, through us or the parent portal. A class moved with enough notice isn't lost and costs nothing extra.
A class cancelled with less notice, or missed without any notice, is counted as taught and is still charged. If something unavoidable happens, tell us and we'll do our best to rearrange it.
If a teacher can't make a class, we'll reschedule it or arrange another teacher at no extra cost. If we can't offer a replacement within a reasonable time, we'll refund the fee for that class.
If you stop lessons in any month, we refund the classes that haven't taken place yet: what you actually paid (after any discount), divided by the number of classes in the month, for each class still to come. Classes already taught, and classes cancelled with less than 24 hours' notice, are not refunded.
Classes already taught are not refunded. You can stop at any time by telling us: either the classes still to come are refunded, or your child can keep attending them until the month you've paid for ends.
A refund isn't the only way we can help, though. If your plans change, ask us before the classes are due. At our discretion, and depending on the teacher's availability, we may be able to:
Nothing in this policy affects the rights you have by law as a consumer, including your right to a service provided with reasonable care and skill.
When a refund is due, we return it to the account or card used to pay, normally within 14 days of agreeing it. To ask for one, or to ask about any option in section 5, email us before the classes concerned take place, with your child's name and the month.
We sell tutoring, not physical goods, so there is nothing to send back. Teaching materials we share are for your child's own learning and are described in our Ownership Statement.
Questions about a class or a payment? Email support@thesterlingacademy.com, or write to info@thesterlingacademy.com or call +44 7898 114515 for anything else. You can also use our contact page.