Refund & Cancellations Policy

1) 14-day cooling-off period (online/phone purchases)

• You may cancel within 14 days of purchase for any reason.
• If no service has been delivered: full refund.
• If you asked us to start within 14 days and a lesson has taken place: pro-rata refund (we retain only the value of lessons already delivered and any expressly agreed, reasonable, non-returnable costs).
• If the service is fully completed within the 14 days at your request, the cancellation right for those completed services no longer applies.

2) Cancellations & rescheduling (outside the 14-day period)

• Reschedule window: free reschedule up to 24 hours before the lesson start time.
• Late cancellation (<24h) or no-show: charged at 100% of the session price.
• Tutor cancellation: free reschedule or a full refund for that session—your choice.
• Technical issues: if a lesson is disrupted by our platform/tutor connection, we’ll re-deliver the missed time or refund it.

3) Bundles & validity

• Validity: bundle credits are valid for 6 months from purchase unless stated otherwise.
• Refunds:
  • Within 14 days: pro-rata refund if any lessons were used.
  • After 14 days: on request we convert unused lessons to store credit (valid 12 months). If we can’t reasonably supply the service (e.g., no suitable tutor), you may choose a cash refund for unused lessons.

4) Quality concerns (Consumer Rights Act 2015)

If a service isn’t delivered with reasonable care and skill, you can request repeat performance within a reasonable time; if that’s impossible or not timely, you’re entitled to a fair price reduction (partial refund).

5) Digital resources

For downloads supplied immediately, we’ll ask you to consent to instant access and acknowledge that the 14-day cancellation right ends once download begins. If you don’t consent, you can wait 14 days or cancel.

6) How to request a refund

Email refunds@gradelift.co.uk with your order name, email, order number, product, and reason. We respond within 2 business days and issue approved refunds within 14 days to the original payment method.

7) Model wording you’ll see at checkout

Start within 14 days (services)

Instant access (digital downloads)

8) Examples

• Single lesson tomorrow: you tick “start within 14 days,” attend the lesson, then cancel → no refund for that completed session under cooling-off rules.
• 10-lesson bundle, cancel on day 10 after 2 lessons: refund 8/10ths of the bundle price.
• Late cancellation 4 hours before start: charged 100% of that session (fair, proportionate late-cancellation term).