In short
- Place a pre-booking order up to 60 days ahead with your subject, level, requirement and preferred times.
- You pay the quoted price when you order. It is fully refundable until an expert is confirmed.
- We aim to confirm a suitable expert within 48 hours. If we can’t, you get a full refund automatically.
- Once confirmed, your order becomes a normal Booking and the Cancellation and Refund policies apply.
- A pre-booking order reserves expert time; it is not a guarantee of a particular expert unless confirmed.
What a pre-booking order is
A pre-booking order is a request to reserve guided learning support in advance when:
- you know you will need help at a specific time, such as before an exam or a deadline for your own work, but haven’t chosen an expert;
- you want a specialist whose availability is limited and need us to find a suitable match;
- you want to plan a series of sessions for a future period, such as a term or revision season;
- your preferred expert is fully booked and you want to be matched with them, or a similar expert, as soon as time becomes available.
Pre-booking orders follow our Academic Integrity Policy. Pre-booking is for learning support, so it cannot be used to reserve help with completing assessed work.
How it works
- Tell us what you need. Choose your subject, academic level, type of support, session length and two or more preferred time windows, up to 60 days ahead.
- See the price and pay. We show the price for your order, based on the level, subject and session type. You pay this amount when you place the order.
- We match you. Our team and matching tools find a suitable, available Academic Expert. We aim to confirm a match within 48 hours of your order (or within 48 hours of the date you ask us to start matching).
- You confirm, or we refund. We send you the expert’s profile and the confirmed time. Your order becomes a confirmed Booking. If you don’t like the match, you can ask for another option or cancel for a full refund before the session is confirmed.
- Learn. Join your session through the Platform at the confirmed time.
Payment
- You pay the quoted price in full when you place a pre-booking order, as described in our Payment Policy.
- If the confirmed expert’s price is lower than the amount you paid, we refund the difference. If it would be higher, we will ask for your agreement before confirming, and you can decline at no cost.
- Prices for pre-booking orders are locked once you pay, even if standard prices change before your session.
If we can’t confirm an expert
If we cannot confirm a suitable expert and time within 48 hours (or by the date you need), we will contact you to:
- offer alternative times or a different suitable expert; or
- extend the matching window, if you agree; or
- cancel the order and give you a full refund automatically to your original payment method.
You never pay for a pre-booking order that does not become a confirmed session.
Changing a pre-booking order
Before confirmation, you can change your requirement, preferred times or session length at no cost. Changes may restart the matching window and may change the price, which we will confirm with you first.
After confirmation, your order is a normal Booking. You can reschedule under the Cancellation Policy.
Cancelling a pre-booking order
| When you cancel | What you get |
|---|---|
| Before an expert and time are confirmed | Full refund |
| After confirmation | The Cancellation Policy applies, based on how long before the session you cancel |
| We cannot confirm an expert in time | Full refund automatically |
Series and term plans
If your pre-booking order is for several sessions, we may confirm them in stages, for example the first few sessions of a term plan. Each confirmed session follows the Cancellation Policy. Sessions not yet confirmed can be cancelled for a full refund of their share of the price. Unused confirmed sessions follow the package rules in our Refund Policy.
Busy periods
Demand for Academic Experts is highest before exams and major deadlines. We prioritise pre-booking orders in the order we receive them, and the earlier you order, the better your choice of experts and times. During busy periods, matching may take longer. We will keep you updated and you can always cancel unconfirmed orders for a full refund.
What pre-booking does not include
- A pre-booking order does not guarantee a particular named expert unless we confirm that expert.
- It does not guarantee any grade, result or outcome.
- It cannot be used to reserve help with completing assessed work, or to arrange help during a live exam or assessment.
Contact
For help with a pre-booking order, email [email protected] with your order reference.
Effective 9 October 2026 · Last updated 9 October 2026