Refund and Returns Policy

The Next Step Tuition
Last updated: 29 December 2025

This Returns and Refunds Policy applies to purchases made on www.thenextsteptuition.com through WooCommerce and covers tutoring sessions and packages delivered online by The Next Step Tuition, operated by Emmanuel Gibson Sampson, sole trader (“we”, “us”, “our”).

Contact: hello@thenextsteptuition.com

1. Important note, this is a service, not a physical product

We provide online tutoring services, not physical goods. So “returns” on this page means cancellations, rescheduling, refunds, and credits for tutoring services.

2. What you are buying

When you purchase from our Website you are buying either:

• a single online tutoring Session of 60 minutes, or

• a Package of multiple 60 minute Sessions

All Sessions are delivered online via Microsoft Teams or Zoom.

Sessions are scheduled manually after purchase, by email, so we can agree suitable times and prepare properly.

3. Multi tutor service, who you are buying from

When you buy from this Website, you are purchasing tutoring from The Next Step Tuition (Emmanuel Gibson Sampson, sole trader). Sessions may be delivered by Emmanuel or by another tutor in our tutor network.

All cancellations, refund requests, and complaints must be handled through hello@thenextsteptuition.com. Individual tutors cannot approve refunds, discounts, or policy exceptions.

4. Quick summary

• Rescheduling is available with 24 hours notice.

• Late cancellations within 24 hours, or no shows, are normally charged in full.

• If we cancel, you receive a reschedule or a refund or credit for that Session.

• If a tutor becomes unavailable, we can offer a replacement tutor, reschedule, or refund or credit for the affected Session only.

• Service issues must be raised within 48 hours.

• Packages are discounted for commitment, package refunds follow the rules in Section 9.

5. How to request a cancellation, reschedule, or refund

Email hello@thenextsteptuition.com and include:

• Student name

• Order number (WooCommerce order confirmation)

• What you want, reschedule, cancel, refund request

• The Session date and time (if already scheduled)

• Your reason (optional but helpful)

We will respond as quickly as reasonably possible.

6. Rescheduling policy, 24 hours notice

You can reschedule a Session if you give at least 24 hours notice before the scheduled start time.

Rescheduling requests within 24 hours are treated as a late cancellation unless we agree otherwise in writing.

7. Late cancellations and no shows

7.1 Late cancellation, less than 24 hours

If you cancel with less than 24 hours notice, the Session is normally:

• charged in full, and

• treated as used and not refundable

7.2 No show

If the Student does not attend and we receive no notice, the Session is treated as:

• used, and

• not refundable

7.3 Emergencies

Real emergencies happen. At our discretion we may offer a replacement Session, but this is not guaranteed and depends on circumstances and availability.

8. Tutor allocation, substitutions, and tutor change requests

8.1 Tutor substitutions

We allocate tutors based on subject, level, and availability. If your tutor becomes unavailable (for example illness or timetable changes), we may offer a suitable replacement tutor.

A change of tutor does not automatically entitle you to a refund.

If you do not want a replacement tutor, you may request a reschedule. If we cannot offer a reasonable reschedule option, we will refund or credit the affected Session only.

8.2 Requesting a different tutor

If you request to change tutors, we will try to accommodate where possible.

A tutor change request is not a cancellation and does not create a right to a refund. Sessions already delivered remain payable and are not refundable. Any unused Sessions continue under your existing purchase terms.

8.3 Packages delivered by multiple tutors

Packages may be delivered by more than one tutor in our network. Unless we have confirmed in writing that a package is reserved for a specific tutor, Sessions within a package can be delivered by any suitable tutor we assign.

9. Packages, cancellations, refunds, and discount protection

Packages are priced at a discount in exchange for commitment. To keep things fair, package cancellations work differently to single Sessions.

9.1 Package cancellation before any Session is delivered

If you cancel a package before the first Session is delivered, we will assess a refund as follows:

• We may deduct a Booking and Preparation Fee to cover work started after purchase, such as scheduling time, lesson planning, reviewing information you provide, and reserving diary space.

Booking and Preparation Fee: 10 percent of the package price, capped at £75.

This deduction is intended to reflect real work and direct loss, not a penalty. UK guidance on fairness warns that blanket “no refund” terms and keeping all advance payments are likely to be unfair. GOV.UK Assets+2GOV.UK+2

The remaining balance is refundable.

9.2 Package cancellation after the first Session is delivered

Once the first Session in a package has been delivered, the package becomes non refundable as a whole, except where required by law.

If you stop part way through, any refund for undelivered Sessions is calculated like this:

1. Completed Sessions are repriced at the standard single Session rate, meaning the package discount is removed, then

2. Any remaining balance for undelivered Sessions may be refunded or credited, minus any late cancellation or no show Sessions which are treated as used.

This prevents discount abuse and reflects that the discounted price was offered for commitment.

9.3 Late cancellations and no shows inside a package

Late cancellations within 24 hours and no shows are treated as used Sessions and are not refundable, even within a package.

9.4 Package expiry

Packages must be used within 12 months of purchase unless we agree otherwise in writing.

10. If we cancel or cannot deliver

If we cancel a Session, or a Session cannot be delivered due to an issue on our side, you will be offered:

• a reschedule, or

• a refund or credit for that Session

11. Session quality concerns and service issues

If you believe a Session was not delivered as agreed, you must notify us within 48 hours of the Session ending.

We will review the issue fairly and may offer one of the following where appropriate:

• a replacement Session

• a different tutor for future Sessions

• a partial refund

• a full refund for the affected Session

• a credit toward a future Session

Refunds are not provided purely because a Student did not enjoy a tutor’s style, or did not achieve a particular grade, exam result, or admissions outcome.

UK consumer law expects services to be delivered with reasonable care and skill, and provides remedies such as repeat performance or price reduction where appropriate. Legislation.gov.uk+2Which?+2

12. 14 day cooling off period for online purchases

If you buy online as a consumer, you generally have a 14 day cooling off period to cancel a service contract. GOV.UK Assets+2Trusted Shops+2

Because Sessions are scheduled manually after purchase, we typically start providing the service soon after checkout by carrying out scheduling and preparation work. If you expressly request that we start within the 14 day period, and you later cancel during that period, you may still be required to pay for the services already provided. GOV.UK Assets+1

In practice, this means:

• If you cancel within 14 days and no service has started, you can receive a full refund.

• If you cancel within 14 days after we have started scheduling and preparation, we may deduct the Booking and Preparation Fee in Section 9.1, and refund the remainder.

• If Sessions have already taken place, you will not receive a refund for Sessions already delivered, and any further refund will be calculated under the rules in Section 9.

13. How refunds are issued and timing

Refunds are normally returned to the original payment method where possible:

• Stripe card payments, back to the same card where possible

• PayPal, back to the same PayPal account

• Bank transfer, back to the account you provide

Where a refund is due, we aim to process it promptly, typically within 14 days of agreeing the refund. Which?

14. Chargebacks and payment disputes

If something has gone wrong, please contact us first so we can resolve it quickly.

If a chargeback is raised and we have evidence the Session was delivered (booking confirmations, attendance, emails), we may challenge the chargeback.

Repeated or abusive chargebacks may result in refusal of future service.

15. Changes to this policy

We may update this Returns and Refunds Policy from time to time. The latest version will always be posted on this page with an updated date.

16. Contact

For rescheduling, cancellations, refund requests, or complaints:

thenextsteptuition@gmail.com