Cancellations and refunds

Our guarantee applies once per family, to your first completed lesson with Ivory. If you are not happy with that lesson, contact Parent Support within seven calendar days after it takes place. We will waive the lesson charge or refund it if you have already paid.

If you prepaid a package, claim within that seven-day window and decide to stop before taking any further lessons, we will refund the full package price, including the first lesson. You do not have to accept a replacement tutor to receive this guarantee. If you continue with further lessons, the guarantee still covers the first lesson; the remaining lessons follow the usual package terms.

This seven-day claim window applies to our additional guarantee. It does not limit your rights or remedies under the Australian Consumer Law.

You can cancel or reschedule without a fee by giving at least 24 hours’ notice. Message your tutor through the agreed written contact channel and keep a copy. If the tutor is unavailable or does not acknowledge your message, contact Parent Support. Notice is measured from when your message was sent, not when it was read.

A replacement time must be agreed by both the family and tutor. A cancellation does not automatically confirm a new booking.

For less than 24 hours’ notice or a missed lesson, your tutor may choose to apply a cancellation fee of 50% of the agreed lesson price, or waive it. The applicable arrangement must be disclosed before booking. A fee must reflect the reasonable loss caused by the cancellation; it will be reduced or waived where that loss is avoided, including where the time is filled by another booking.

We encourage tutors to waive a family’s first late cancellation or missed lesson. The choice is your tutor’s discretion. Your tutor will tell Ivory their decision and reason. Ivory will confirm by email whether the fee is waived or applied, including the reason and any amount payable, before a charge is issued. Parent Support will review illness, emergencies and other exceptional circumstances fairly.

A package will not lose a whole lesson as well as being charged a cancellation fee. Only the applicable fee may be deducted or charged, with the adjustment shown clearly in your account.

If a student arrives late, the lesson normally ends at the booked time unless the tutor agrees otherwise. If the tutor is late, you will receive the full agreed teaching time or an appropriate fee adjustment.

If a tutor cancels, there is no cancellation fee for your family. We will offer an agreed replacement time, restore the lesson credit or refund the affected lesson where appropriate. For a planned withdrawal from an ongoing arrangement, tutors should give at least 14 calendar days’ notice where practicable. Illness and emergencies must be notified as soon as reasonably possible.

You may request a different tutor. If Ivory cannot provide the prepaid service within a reasonable time and an acceptable alternative cannot be agreed, we will refund the unused service. You will not be required to accept an unsuitable replacement.

Packages offer discounted tutoring hours for one student. Outside the first-lesson guarantee, we do not ordinarily offer refunds simply because you change your mind. This does not affect refunds, cancellations or other remedies required by law, or an arrangement we agree for exceptional circumstances.

Unused package hours do not expire. You can start using your package whenever you are ready and arrange lessons with your tutor as needed. Packages do not renew automatically.

Parent Support handles refund requests. Include the booking or payment reference, the lesson date and a short explanation. We normally acknowledge routine requests within one to two business days and will explain the decision and any information still needed.

Once a refund is approved, we aim to initiate it within five business days, usually to the original payment method. Your bank or payment provider may take additional time to make the funds available. If that method is unavailable, we will agree a secure alternative after verifying the recipient.

If you disagree with a decision, ask Parent Support for a review. We will provide reasons and the available next steps. This process does not prevent you from contacting a consumer regulator or pursuing any statutory remedy.