Cancellation & Refund Policy
Last updated: August 27, 2026
This page states the cancellation and refund terms families are billed under, in plain language. It summarises the same terms set out in the Program Commitments and Terms, which is the governing document if the two ever differ.
Cancelling or rescheduling a session
| When you tell us | What happens |
|---|---|
| 24 hours or more before the session | No charge. The session is returned to your package or rescheduled at no cost. |
| Less than 24 hours before the session | May be billed at 50% of the applicable session rate. |
| No-show (student does not join within 15 minutes) | Billed in full. |
| Educator cancels or cannot attend | Never charged. We reschedule, or arrange cover where the family prefers it. |
Cancel or reschedule using the link in your confirmation email, or email info@think-nth.org. Illness, bereavement, exam emergencies and school closures are reviewed sympathetically and the late-cancel charge is routinely waived.
Consultations
The 15-minute consultation is free and nothing is charged. Cancel it at any time — there is no fee and no obligation to continue.
Refunds on packages and plans
- Sessions already delivered are not refundable, because the instruction and the written session record have been provided.
- Unused sessions in an active package are refundable case by case in line with the plan purchased. Tell us why you are stopping and we will review it.
- Refunds are returned to the original payment method. Card refunds usually settle within 5–10 business days once approved.
- Where a family prefers it, unused value can be held as credit against a future program instead of refunded.
Pausing and upgrading
Packages can be paused for holidays, exams or travel if you contact us before the break; remaining sessions are held. We make reasonable efforts to preserve the same educator and time slot, but availability after an extended pause cannot be guaranteed.
Moving to a larger program while a package is still active: the value of unused sessions is credited at the rate originally paid and applied to the new program, and you pay only the difference. Upgrade credit covers unused sessions only, is available once per package and is not refundable in cash.
If the educator match is not right
If the tutor–student fit is not right within the first two sessions, tell us. We review the match and provide a rematch at no additional cost, subject to educator availability. See Program Commitments.
Small-group classes
Group-class seats are priced per student, per class, and cohorts run with 3–6 students. If a class does not reach the 3-student minimum and therefore does not run, seats are refunded in full or moved to another cohort, whichever the family prefers.
How to request a refund
Email info@think-nth.org with the student's name, the program purchased and the reason for the request. We aim to respond within two business days and to resolve refund requests within ten business days. If you are unhappy with the outcome, ask for the decision to be reviewed by the founder before raising a dispute with your card issuer — we would rather fix it directly.