Cancellation & refunds

Before the first session

You may cancel a paid tuition booking before its first session and receive a full refund of the amount paid for that booking.

After tuition has started

You may cancel remaining tuition and request a refund for unused sessions or minutes at the agreed package rate. For a 480-minute monthly package, the unused portion is calculated as the paid package amount multiplied by unused eligible minutes divided by 480. The same delivered time is never deducted twice.

Delivered, reviewed learning time is not treated as unused. If the attendance record is incorrect or disputed, ask for a review so the calculation uses the corrected record. Unused minutes do not automatically carry forward into a new month; this does not remove your right to request a refund for the unused portion under this policy.

Hourly tuition is billed after attendance review. Unpaid cancelled time does not require a refund. Any verified overpayment or payment for undelivered time is reviewed and refunded as applicable.

If HelioLearn cancels

If we cancel an undelivered session, we will offer a replacement where available. If you do not accept a replacement, we will refund that undelivered session or unused portion at the agreed package rate.

How to request a cancellation or refund

1. Contact HelioLearn support from your adult account email, with your invoice or order reference, payment date and the booking you wish to cancel.
2. We review the verified payment and delivered learning time, resolve any attendance discrepancy, and confirm the eligible amount.
3. Once approved, we initiate the refund within 5–7 working days. Working days exclude weekends and public holidays.

Refunds are returned to the original payment method where supported. Your bank or payment provider may take additional time to credit the amount after initiation; the credit date is not guaranteed by HelioLearn. Contact us with your refund reference if you need help tracking it.

Duplicate charges and payment problems

Report duplicate debits or a paid invoice that has not updated. We reconcile the transaction before taking action. A failed or pending payment may be reversed by the bank or payment provider; do not make repeated payments while the status is uncertain.

Payments do not renew automatically. Cancelling a tuition booking and requesting a financial refund are separate actions; use support to ensure any paid unused portion is reviewed.