At Sutton Education, we understand that unexpected events can occur, prompting the need to cancel or reschedule an appointment. To ensure fairness and to facilitate smooth operations, we have instituted the following cancellation policy.
24-Hour Notice: To cancel or reschedule a tutoring session without incurring any charges, clients are required to provide at least 24 hours' notice before the scheduled session.
Late Cancellation Fee: If a cancellation is made less than 24 hours before the scheduled session, a late cancellation fee amounting to 100% of the session cost will be charged. This fee compensates our tutors for their time and maintains a standard of respect and courtesy.
No-Show Policy: In the event that a student fails to show up for a scheduled session without prior notification, a no-show fee equivalent to the full session cost will be charged.
Rescheduling: Clients may reschedule sessions at no extra cost, provided the change is made at least 24 hours before the original appointment time. Rescheduling within the 24-hour window may incur the late cancellation fee.
Late Policy: If a student arrives up to 10 minutes late, then the lesson will continue until the agreed scheduled finish. The lesson will be charged at the full fee. If a student arrives more than 10 minutes late, it will be deemed a No-Show and is subject to the No Show policy.
Emergency Situations: We understand that emergencies happen. In such cases, please contact us as soon as possible to discuss the situation. We may waive the cancellation fee at our discretion in genuine emergencies. We ask for documentation including medical certificates.
Repeated Cancellations: Clients who cancel multiple appointments may be asked to pre-pay for future services to secure a slot with a tutor.
Tutor Cancellation: In the rare event that a tutor needs to cancel a session, we will notify clients at the earliest opportunity and reschedule the session to a mutually convenient time, without any additional charges.
Refund Policy: Refunds will only be provided at the sole discretion of Sutton Education Pty Ltd.