Overview
At BrightMinds Tutoring, we strive to provide a flexible, student-centered learning environment. This policy outlines our guidelines for canceling scheduled sessions and requesting refunds. By registering for services, you agree to these terms.
All policies apply to individual sessions, monthly subscriptions, and test-prep packages. School holiday schedules and force majeure events are handled on a case-by-case basis.
Cancellation Policy
We understand that schedules change. To respect both students and tutors, please follow these cancellation guidelines:
- 24-Hour Notice: Sessions may be canceled or rescheduled free of charge with at least 24 hours' notice before the scheduled start time.
- Late Cancellation (Under 24 Hours): Cancellations made with less than 24 hours' notice will be counted as a used session. No make-up or refund will be provided unless extraordinary circumstances apply.
- No-Show Policy: Failing to attend a scheduled session without prior notification is treated as a late cancellation and will be charged accordingly.
- Tutor Initiated Cancellations: If a tutor must cancel or is unavailable, your session will automatically be rescheduled at no cost, or a credit will be issued immediately.
Rescheduling requests must be submitted through your student dashboard or by emailing our support team. Verbal requests do not count toward the 24-hour window.
Refund Policy
BrightMinds offers straightforward refund options to ensure satisfaction:
- First Session Guarantee: Your first paid session is fully refundable within 48 hours if you feel it wasn't the right fit. Simply contact support with the reason for the request.
- Monthly Plans: Refunds for monthly subscriptions are prorated based on unused sessions. Requests must be submitted before the 15th of the billing month to receive a partial refund for the current cycle.
- Package Deals: Prepaid session packages are refundable on a pro-rated basis, minus a 10% administrative fee, provided the refund request is made within 30 days of purchase and no more than 2 sessions have been used.
- Processing Time: Approved refunds are processed within 5–7 business days and returned to the original payment method.
Exceptions & Special Circumstances
We recognize that life happens. The following exceptions may apply:
- Medical Emergencies: Verifiable medical issues for the student may qualify for a session credit or refund without penalty.
- Platform/Technical Issues: Sessions disrupted by verified technical failures on BrightMinds' end will be fully credited or refunded.
- School Closures: During official school shutdowns or holidays, scheduled sessions may be paused without penalty upon written request.
Exception requests require documentation and must be submitted within 72 hours of the incident.
How to Request a Refund or Cancellation
To ensure fast processing, please follow these steps:
- Log in to your BrightMinds Student Portal
- Navigate to Account → My Bookings or Billing → Refund Requests
- Select the session/package and choose the reason for cancellation/refund
- Submit the form and await confirmation email (usually within 24 hours)
- For urgent matters, email billing@brightminds.com or call our support line
Contact Support
If you have questions about this policy, need an exception reviewed, or require assistance with a refund request, our support team is here to help.
Email: support@brightminds.com
Phone: (800) 555-1234 (Mon–Fri, 9am–6pm EST)
Live Chat: Available 24/7 on our website
We are committed to fair, transparent, and timely resolution of all policy-related inquiries.