1. Introduction
This Cancellation & Refund Policy explains the rules regarding lesson cancellations, rescheduling and refunds for BrightUp Learning ("BrightUp Learning", "we", "our", or "us"), in plain, easy-to-find language.
This policy provides more detail on, and must always exactly match, Sections 3 (Right to Cancel), 6 (Cancellations & Refunds), and 7 (Tutor Availability) of our Terms & Conditions. Where the two ever differ due to an update, the most recently dated version is correct, but they should never be allowed to drift apart.
By booking a tutoring session with BrightUp Learning, you agree to this policy.
2. Your 14-Day Right to Cancel
Under the Consumer Contracts Regulations 2013, you generally have the legal right to cancel a booking within 14 days of making it, without giving a reason, and receive a full refund.
This right is separate from, and in addition to, the cancellation terms below.
3. Lesson Bookings
Tutoring sessions are booked and confirmed once payment has been successfully received through Stripe.
Each booking reserves a specific time slot with a tutor, meaning that time may no longer be available for other students.
4. If You Need to Cancel a Lesson
If a parent or guardian needs to cancel a lesson, they should contact BrightUp Learning as soon as possible.
BrightUp Learning may provide a refund of up to 75% of the lesson fee, depending on:
- •How much notice is provided before the lesson.
- •The reason for cancellation.
- •Whether the tutor has already prepared resources for the session.
- •The availability of alternative lesson times.
Refund requests are assessed individually.
5. Rescheduling Lessons
Where possible, BrightUp Learning may offer a replacement lesson instead of a refund.
Rescheduled lessons are subject to tutor availability.
6. If We Need to Cancel or Cannot Deliver a Lesson
This is different from Section 4 above: here, the lesson fee was paid for a service BrightUp Learning did not deliver, through no fault of the parent or guardian. If BrightUp Learning cannot provide a lesson due to issues on our side (for example, tutor unavailability or a technical failure), we will offer:
- •A rescheduled lesson at no extra cost; or
- •A full (100%) refund of the lesson fee.
This is not the same as, and should not be reduced to, the 75% rate in Section 4: that rate applies only when the parent/guardian is the one cancelling, not when BrightUp Learning fails to deliver.
7. Student Absence
If a student does not attend a scheduled lesson without prior notice, a refund may not be provided.
Parents or guardians should inform BrightUp Learning as early as possible if a student is unable to attend.
8. Refund Processing
Approved refunds will be processed through Stripe to the original payment method.
The time taken for funds to appear may depend on the payment provider and bank processing times.
9. Exceptional Circumstances
We understand that unexpected situations can occur.
BrightUp Learning may consider refund requests outside of this policy in exceptional circumstances.
10. Contact
BrightUp Learning
Website: https://brightuplearning.co.uk
Email: ronrobin2020@gmail.com
Phone: +44 7361 857 974