Refund Policy

Effective Date: Immediately Implemented This Refund Policy applies to all educational support services provided by EAST LONDON ACADEMIC EXPERTS LTD, including online tutoring sessions, digital study materials, academic consultation and personalised learning planning services. This policy defines clear time frames and valid conditions for all refund requests.

1. General Refund Time Rules

• All valid refund applications must be submitted via official company email within the specified time limit.
• Once received, our team will review all requests and provide a formal response within 3 to 5 working days.
• Approved refunds will be completed through original payment methods within 5 working days after confirmation.
• Any dispute related to service orders must be raised within 7 days from the date of service purchase.

2. Online Tutoring & Guidance Session Refund Terms

This clause covers one-to-one subject coaching, small-group learning guidance, academic writing guidance and academic English training sessions.

• Cancellation requests made 72 hours or more before the scheduled session time are eligible for a full service credit or full refund.
• Cancellation requests made between 48 to 71 hours before the session start time are eligible for a partial refund.
• Requests submitted less than 48 hours before the arranged session will not be eligible for refund, and the session will be marked as utilised.
• Unattended sessions without prior notice will not qualify for any refund or resettlement.

3. Digital Study Materials Refund Terms

This clause applies to electronic handbooks, subject analysis documents, vocabulary manuals and independent learning toolkits.

• Unopened, undownloaded digital resources may apply for a full refund within 7 calendar days of purchase.
• Once download access has been activated or files have been saved locally, no refund application will be accepted.
• Free updated content provided within 6 months after purchase does not affect the original service refund rules.

4. Customised Consultation & Planning Service Refund Terms

This clause includes personalised learning plan creation, further study consultation and study adaptation guidance services.

• Refund applications may be submitted up to 5 working days before the delivery of customised documents.
• Once consultation communication has started or personalised document production has begun, partial work fees will be deducted from any refund request.
• After the final customised file is delivered to the user, no refund request will be accepted.

5. Non-Refundable Situations

The following circumstances are not eligible for refund or service exchange:

• Partially completed tutoring sessions or already consumed single service items.
• Downloaded, shared or forwarded digital learning resources.
• Services purchased through third-party channels without official company records.
• Requests made beyond the valid application time limit specified in this policy.

6. Policy Adjustment

We reserve the right to adjust this Refund Policy in line with daily service operation needs. Any official policy changes will be announced on this website at least 7 days before taking effect.

7. Contact for Refund Enquiries

All refund related enquiries and applications shall be sent to our official contact email for official review and processing.