Cancellation and Refund Policy
Purpose and Consumer Law
This policy applies to every enrolment with TutorMunk (ABN: TBC, ACN: TBC). By enrolling, you accept it.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law, which is Schedule 2 of the Competition and Consumer Act 2010, or any other law that cannot lawfully be excluded. If you believe we have not met a consumer guarantee, contact us and we will work through it with you.
For current pricing, please contact TutorMunk on 1300 00MUNK or email hello@tutormunk.com.au.
Why Notice Matters
TutorMunk is an in-person service. When a session is booked, a tutor sets aside that time and, for in-home sessions, travels to your home. A late cancellation cannot be filled by another family and the travel has usually already happened. That is why the notice periods below matter more than they would for an online service.
Quick Reference
| Situation | Outcome |
|---|---|
| Cancel before the first session | Full refund of anything paid |
| Cancel a session, 24 hours notice or more | Rescheduled at no charge, subject to tutor availability |
| Cancel a session, less than 24 hours notice | Session forfeited and charged in full |
| No-show, no notice given | Session forfeited and charged in full |
| No responsible adult present at an in-home session | Treated as less than 24 hours notice |
| Withdraw from a paid block of sessions | Refund of unused sessions, less an administration fee |
| Change of mind after sessions delivered | No refund for sessions already delivered |
| TutorMunk cancels a session | Rescheduled at no charge, or refunded |
| TutorMunk ends a program early | Pro-rata refund of unused sessions |
The full terms below apply where this summary and the detail differ.
Cancelling Before the First Session
If you cancel in writing before the student's first session, you receive a full refund of anything you have paid. No administration fee applies. We process the refund within 10 business days of your written request.
Cancelling an Individual Session
24 Hours Notice or More
Tell us at least 24 hours before the scheduled start time and we will reschedule the session at no charge, subject to tutor availability, normally within the same term. The rescheduled session is the original session, not an additional booking.
Less Than 24 Hours Notice
Tell us less than 24 hours before the start time and the session is forfeited and charged in full. It cannot be rescheduled. Where you have paid for a block, the session is deducted from that block.
No-Show
If nobody is home, or the student does not attend the centre, and no notice was given, the session is forfeited and charged in full. The tutor will wait up to 15 minutes. Repeated no-shows may result in the enrolment being ended.
No Adult Present
If a tutor arrives for an in-home session and no responsible adult is present, the tutor will not begin the session. This is a child safety requirement and it is not negotiable. The session is treated as a cancellation with less than 24 hours notice.
Unsafe or Unsuitable Conditions
If the tutor cannot safely deliver the session because of conditions at the premises, and this has been raised with you previously, the session is treated as a cancellation with less than 24 hours notice.
Illness
Please do not have a session go ahead if the student is unwell. Where you tell us as soon as you reasonably can on the day, we will normally waive the late cancellation and reschedule, at our discretion. This is offered in good faith and is not intended to be used repeatedly.
Withdrawing From a Paid Block
Refund Calculation
If you have paid for a block of sessions and withdraw before all of them are used, you receive a refund for the unused sessions at the applicable per-session rate, less an administration fee. The administration fee covers tutor reallocation, scheduling and processing. The fee is advised at enrolment and is also available by contacting us.
The administration fee cannot produce a negative refund. If the value of unused sessions is less than the fee, the refund is zero and you owe us nothing further.
How to Withdraw
Email hello@tutormunk.com.au with your name, the student's name, the subject and the date from which you are withdrawing. We will confirm the withdrawal and the refund amount in writing, and process the refund within 10 business days of that confirmation.
Where No Refund Is Available
No refund is available for sessions already delivered. No refund is available where:
- you change your mind about continuing;
- the student's needs were not explained to us before sessions began;
- you required a specific teaching approach that the tutor could not reasonably support;
- a session was forfeited under clause 6.
These do not override your rights under the Australian Consumer Law. If a consumer guarantee applies to your situation, contact us and we will assess your request on that basis.
Cancellation by TutorMunk
An Individual Session
If we or the tutor cancel a session, we will tell you as early as we can and reschedule at no charge. If we cannot reschedule within a reasonable time, the session is credited or refunded.
Tutor Unavailable
If your usual tutor becomes unavailable, we will offer a replacement tutor. If you would prefer not to continue with a different tutor, you may withdraw and receive a refund of unused sessions with no administration fee.
Program Discontinued
If we discontinue a program before the end of a paid block, we will tell affected families promptly and issue a pro-rata refund of unused sessions within 10 business days.
Pausing an Enrolment
You may pause an enrolment at any time at no cost. Unused sessions are held and available when you resume, subject to tutor availability. Paused enrolments must be resumed within 12 months. Email hello@tutormunk.com.au to request a pause.
How to Request a Refund
All cancellation and refund requests must be in writing. We do not action verbal requests. Email hello@tutormunk.com.au with your name, the student's name, the subject and the reason. We respond within 2 business days. Approved refunds are processed within 10 business days to the original payment method. Your bank may take a further 2 to 5 business days.
Disputes and Complaints
If you disagree with a decision, email hello@tutormunk.com.au. We acknowledge complaints within 7 days and aim to resolve them within 10 business days. If it will take longer we will tell you why. Your rights under the Australian Consumer Law are not affected.
Changes to This Policy
We may update this policy from time to time. Where a change is material we will give enrolled families at least 10 days written notice by email. Sessions already paid for are governed by the policy in force when they were purchased.
Contact Us
Email: hello@tutormunk.com.au
Phone: 1300 00MUNK (1300 006 865)
Business address: Level 27, International Towers, 100 Barangaroo Avenue, Sydney NSW 2000
Tutoring centre: TutorMunk Gregory Hills, The HUB, 31 Lasso Road, Gregory Hills NSW 2557
Website: tutormunk.com.au