In short
- Cancel at least 24 hours before your session for a full refund, or full Unilearno credit if you prefer.
- Cancel between 6 and 24 hours before for a 50% refund. Later cancellations and no-shows are not refunded.
- Reschedule for free up to 12 hours before the session, up to 2 times per booking.
- If your expert cancels, is more than 10 minutes late or doesn’t attend, you get a full refund or a free replacement session.
- Technical problems on our side never cost you a session.
About this policy
This policy applies to all sessions booked on Unilearno, including single sessions, session series, packages and confirmed pre-booking orders. It forms part of our Terms of Use and works with our Refund Policy, Payment Policy and Pre-Booking Order Policy.
All times are calculated from the scheduled start time of the session, in the time zone shown in your Booking.
How to cancel or reschedule
- Sign in to your account and open My bookings.
- Choose the session, then select Reschedule or Cancel.
- For a reschedule, pick a new time from the expert’s availability. For a cancellation, choose a refund or Unilearno credit where offered.
- You will receive an email confirming the change and any refund or credit.
If you cannot access your account, email [email protected] with your booking reference. The time we receive your request is the time we use to apply this policy.
Cancellations by learners
| When you cancel | What you get |
|---|---|
| 24 hours or more before the session | Full refund to your original payment method, or full Unilearno credit |
| Between 6 and 24 hours before | 50% refund, or 75% Unilearno credit |
| Less than 6 hours before | No refund. The expert has reserved this time for you |
| No-show (you don’t join within 15 minutes of the start) | No refund. The session counts as used |
Within the first 24 hours after you make a Booking, you can cancel for a full refund as long as the session is still at least 6 hours away.
Exceptional circumstances. If you miss or cancel a session late because of a genuine emergency, such as illness, a family emergency or a disaster, contact us as soon as you can. We will look at each case fairly and may offer credit or a refund, even outside the timings above. We may ask for reasonable evidence.
Rescheduling
- You can reschedule for free up to 12 hours before a session, up to 2 times per Booking.
- The new time depends on the expert’s availability. If no suitable time is available, you can choose another expert at the same price or cancel under the rules above.
- Changes requested less than 12 hours before the session are treated as a cancellation, unless the expert agrees to the change.
If you are late
Your Academic Expert will wait for 15 minutes after the start time. If you join late, the session still ends at the scheduled time so the expert can keep their next commitment. If you do not join within 15 minutes, the session is marked as a no-show.
Cancellations by Academic Experts
Academic Experts commit to the sessions they accept. If an expert cancels or cannot attend:
| What happens | What you get |
|---|---|
| Expert cancels at any time before the session | Full refund, or a free reschedule with the same expert, or a replacement expert at no extra cost |
| Expert is more than 10 minutes late | You can choose to continue (and receive the full session length or credit for lost time) or cancel for a full refund |
| Expert does not attend | Full refund, plus 10% Unilearno credit as an apology |
Experts who cancel late or miss sessions repeatedly face action under the Mentor Code of Conduct, including removal from the Platform.
Technical problems
- Problems on our side, such as a Platform outage or a failure of our session tools: we will reschedule the session at no cost or refund it in full.
- Problems on the expert’s side that prevent the session going ahead: treated as an expert cancellation.
- Problems on your side, such as your internet connection, device or software: please tell your expert or us as soon as possible. If the session cannot continue and you contact us within 24 hours, we will try to arrange a partial reschedule. Otherwise, the usual cancellation rules apply.
We recommend testing your device, camera and microphone before your first session.
Cancellations by Unilearno
We may cancel a Booking if:
- the expert becomes unavailable and no suitable replacement can be found;
- the requirement breaches our Academic Integrity Policy or Acceptable Use Policy;
- payment fails or is reversed;
- we need to protect someone’s safety or comply with the law.
If we cancel for a reason that is not your fault, you will receive a full refund. If we cancel because you broke our policies, a refund may not be due.
Session series and packages
- Each session in a series or package follows the cancellation rules above.
- Sessions cancelled with enough notice are returned to your package to rebook.
- Unused sessions expire 6 months after purchase unless the offer says otherwise. We will remind you before they expire.
- To cancel a whole package, see the Refund Policy for how unused sessions are refunded.
Pre-booking orders
Before an expert is confirmed, you can cancel a pre-booking order for a full refund. After confirmation, this Cancellation Policy applies to the confirmed session. See the Pre-Booking Order Policy.
Your consumer rights
This policy does not affect your rights under consumer law, including the Australian Consumer Law, the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations, and India’s Consumer Protection Act 2019. Where the law gives you a cooling-off or cancellation right for online purchases, you can use it. If you ask for a session to start within a cooling-off period, you agree that you may have to pay for any part of the service already provided.
Contact
To cancel or reschedule, use My bookings in your account. For help, email [email protected].
Effective 9 October 2026 · Last updated 9 October 2026