In short
- Cancel 24+ hours before a session, or if your expert cancels or doesn’t attend, and you get a full refund.
- If a session falls short of our standards, raise it within 7 days and we will review it fairly.
- Unused sessions in a package can be refunded on a pro-rata basis.
- Approved refunds go back to your original payment method within 5–10 business days.
- Sessions used to attempt academic misconduct are not refundable.
About this policy
This policy applies to payments made on Unilearno for sessions, session series, packages, pre-booking orders and tailored programmes. It forms part of our Terms of Use and works with the Cancellation Policy, Payment Policy and Pre-Booking Order Policy.
When you can get a refund
| Situation | Refund |
|---|---|
| You cancel 24 hours or more before the session | Full refund, or full Unilearno credit |
| You cancel between 6 and 24 hours before | 50% refund, or 75% Unilearno credit |
| The expert cancels, or doesn’t attend | Full refund, or a free replacement session |
| The expert is more than 10 minutes late and you choose to cancel | Full refund |
| A technical problem on our side or the expert’s side stops the session | Full refund, or a free reschedule |
| A pre-booking order is not confirmed within 48 hours, or you cancel before confirmation | Full refund |
| The session did not meet our quality standards (see section 3) | Full or partial refund, or credit, after review |
| You were charged twice or incorrectly | Full refund of the incorrect amount |
| We cancel your Booking for a reason that is not your fault | Full refund |
If a session didn’t meet our standards
Every session should be delivered with due care and skill by a suitably qualified Academic Expert. If something went wrong, for example the expert was unprepared, did not cover the agreed topic, lacked the expertise described, behaved unprofessionally, or the session was significantly shorter than booked, you can ask for a review.
- Contact us within 7 days of the session at [email protected], or use Report a problem in My bookings.
- Tell us what happened and what you expected. Include any relevant messages or materials.
- We will review the session, which may include asking the expert for their account, and decide within 5 business days.
- If we agree the session fell short, we will offer a full or partial refund, a free replacement session with another expert, or Unilearno credit, depending on what happened and what you prefer.
Not liking an expert’s teaching style, or disagreeing with feedback, is not normally a reason for a refund, but please tell us. We can often match you with a better-suited expert for your next session.
Packages and session series
You can ask to cancel a package or session series at any time. We will refund the unused sessions on a pro-rata basis:
- Refund = amount paid − (sessions used × standard single-session price);
- if the result is zero or less, no refund is due, but any unused sessions remain available until they expire;
- package discounts apply only to sessions used as part of the full package, which is why used sessions are charged at the standard single-session price;
- unused sessions cannot be refunded after the package expires 6 months after purchase, unless the law requires otherwise.
What is not refundable
- Sessions cancelled less than 6 hours before the start, and learner no-shows.
- Sessions that were delivered as booked, where the issue was raised more than 7 days later (unless the law requires otherwise).
- Sessions cancelled, or accounts closed, because the learner breached our Academic Integrity Policy or Acceptable Use Policy, for example by asking for assessed work to be completed.
- Bank, card or currency conversion fees charged by your payment provider.
- Expired Unilearno credit and expired package sessions.
- Payments made outside Unilearno, which we cannot see or protect.
How refunds are paid
- Approved refunds go back to the original payment method. We start processing them within 2 business days of approval.
- Your bank or payment provider usually takes 5–10 business days to show the refund, depending on the method and country.
- Refunds are made in the currency you paid in. The amount you receive may differ slightly from the original charge if exchange rates have changed.
- If the original payment method is no longer available, we will agree another method with you after verifying your identity.
- If you choose Unilearno credit instead of a refund, it is added to your account straight away and can be used for 12 months.
Refunds for learners under 18
Refunds for learners under 18 are paid to the person who made the payment, usually the parent or guardian.
Chargebacks
Please contact us before raising a chargeback with your bank. We can usually solve the problem faster. If a chargeback is raised for a session we have already refunded, or one that was delivered as booked, see our Payment Policy.
Your consumer rights
Our services come with guarantees that cannot be excluded under consumer laws, including the Australian Consumer Law, the UK Consumer Rights Act 2015 and India’s Consumer Protection Act 2019. For example, under the Australian Consumer Law, services must be provided with due care and skill and be fit for any purpose you have told us about. If there is a major failure, you are entitled to cancel and get a refund for the unused portion, or to compensation for any drop in value. You are also entitled to compensation for any other reasonably foreseeable loss or damage. Nothing in this policy limits these rights.
Contact
To request a refund, email [email protected] with your booking reference. If you are not happy with our decision, you can ask for a review by our Grievance Officer, who will acknowledge your request within 24 hours.
Effective 9 October 2026 · Last updated 9 October 2026