Cancellations & Refunds Policy

1. Who this policy applies to

This policy applies to all 1-to-1 online tuition provided by Spacetime Education Ltd (“we”, “us”, “our”) including:

  • KS3, GCSE/IGCSE and A-Level/IB/AP lessons

  • PAYG (single) lessons

  • All Spacetime packages and programmes (Topic Mastery, Exam Accelerators, Full Mastery, Exam Labs and other named programmes)

If separate terms apply to future group classes or courses, these will be clearly stated at the point of booking.

2. General principles

Our goal is to balance:

  • Clear, predictable rules for families

  • Fair working conditions for educators

  • Protection of the integrity of each programme (so students complete within a sensible timeframe)

By booking with us, you agree to the cancellation, rescheduling and refund rules below.

3. 24-hour cancellation & rescheduling rule

We operate a 24-hour notice period for all 1-to-1 lessons.

  • If you cancel or reschedule more than 24 hours before the lesson start time:

    • The lesson is not charged.

    • We will work with you to find another suitable slot within your programme’s expiry window.

  • If you cancel or reschedule less than 24 hours before the lesson start time:

    • The lesson is normally treated as used and is not refundable.

    • In genuine emergencies, we may offer a goodwill make-up lesson at our discretion (see Section 6).

4. If your educator cancels

Sometimes an educator may need to cancel due to illness or emergency.

  • If the educator cancels more than 24 hours before the lesson:

    • We will offer a rescheduled lesson at a mutually convenient time.

  • If the educator cancels less than 24 hours before the lesson:

    • We will offer you a free replacement lesson at a time that works for you, in addition to rearranging the missed one where possible.

    • This “extra” lesson is our way of recognising the inconvenience to you.

5. No-shows (student does not attend)

If a student does not attend a scheduled lesson and no contact is made:

  • The lesson is treated as used and is not refundable.

  • The educator will remain online for at least the first 15 minutes of the scheduled time. If no one joins and no message is received, the session is considered a no-show.

    Repeated no-shows may lead to a review of whether we can continue working with the family.

6. Genuine emergencies & goodwill make-up lessons

We understand that genuine emergencies happen (e.g. sudden illness, family emergencies).

  • If you contact us as soon as reasonably possible, we may offer a goodwill make-up lesson even if the 24-hour window has passed.

  • Goodwill make-ups are:

    • Decided case-by-case

    • Not guaranteed

    • Scheduled within your programme’s expiry window where possible

      We ask families not to rely on goodwill lessons as a regular alternative to giving 24-hour notice.

7. Packages, programme expiry and unused lessons

Our packages are designed with both a teaching plan and an expiry window:

  • Tier 1 / Topic Mastery (typically 4–6 lessons): recommended 4–6 weeks, expiry around 60 days

  • Tier 2 / Exam Accelerators (typically 10–12 lessons): recommended 10–12 weeks, expiry around 120 days

  • Tier 3 / Full Mastery and larger programmes (typically 20–24+ lessons): recommended 20–24 weeks, expiry around 240 days

    Key rules:

  • You are encouraged to follow the recommended pacing so momentum and progress are maintained.

  • The longer expiry window gives space for holidays, illness and school events.

  • Lessons not used before the expiry date are forfeited and are not refundable.

  • In exceptional circumstances (e.g. serious illness), we may, at our discretion, extend an expiry date or convert unused lessons to credit against future support.

8. Refunds for packages and programmes

Because programmes reserve educator time over a period and space is limited, we do not generally offer refunds for change of mind once a programme has started.

  • Before the first lesson:

    • If you request to cancel a package before any lesson has taken place, we may offer a refund minus any non-recoverable fees (e.g. payment processing costs), or convert the full value into credit that can be used within 12 months.

  • After the first lesson / once the programme has begun:

    • We normally do not refund remaining lessons.

    • In some cases, we may offer to:

      • Transfer remaining value to another subject, level or sibling, or

      • Convert remaining value into credit to be used within 12 months.

  • If we decide a programme is not appropriate:

    • If, after initial sessions, we believe we are not the right fit or a programme is clearly unsuitable, we will discuss this with you and may offer a partial refund or credit for unused lessons as a goodwill gesture.

Any refunds that are agreed will normally be returned via the original payment method.

9. PAYG (single) lessons

PAYG lessons give families flexibility for top-ups and special cases.

  • The same 24-hour cancellation rule applies.

  • For cancellations more than 24 hours before the lesson, we can:

    • Reschedule the lesson, or

    • Offer a refund or credit at our discretion.

  • For cancellations less than 24 hours before the lesson, or no-shows, the fee is normally non-refundable.

10. Lesson recordings

Where lessons are recorded (for example, for students to review or for quality and safeguarding purposes):

  • Recordings remain the property of Spacetime Education Ltd.

  • Access to recordings may be provided to the student and parent/guardian for a limited period.

  • Recordings are not a substitute for live lessons and do not affect the cancellation or refund rules above.

  • We do not permit families to share lesson recordings publicly or use them for any purpose other than the student’s own learning.

11. Changing educator or subject

If you wish to:

  • Move a student from one educator to another, or

  • Switch a programme from one subject to another (e.g. from GCSE Science to GCSE Maths),

    we will try to accommodate this where possible within your existing package value and expiry window. Changes are not guaranteed and may depend on availability and suitability.

12. How to request cancellations, changes or refunds

To cancel or reschedule a lesson, or to discuss a change or refund, please contact us using:

  • The links provided in your booking confirmation email, and/or

  • Email: [YOUR CONTACT EMAIL]

  • For cancellations close to the 24-hour window or emergencies, please contact us as soon as possible so we can review the situation fairly.

13. Updates to this policy

We may update this Cancellations & Refunds Policy from time to time to reflect changes in our services or legal requirements.

  • The “Last updated” date will be changed when we do so.

  • Where changes are significant, we may also highlight them on our website or in communications with current families.

By continuing to use our services after an updated policy is published, you are deemed to have accepted the revised terms.