Return and Refund Policy

Last updated:

Overview

At Phraxellfrfroz, we are committed to providing high-quality online tutoring services in languages, music, design, and photography. We understand that sometimes circumstances change, and we want to ensure that our policies are fair and transparent. This Return and Refund Policy outlines the terms under which refunds may be requested and processed.

Please read this policy carefully before making a purchase. By purchasing our tutoring packages or services, you agree to the terms outlined in this policy.

Satisfaction Guarantee

We stand behind the quality of our tutoring services. If you are not satisfied with your first tutoring session, we offer a satisfaction guarantee. Within 7 days of your first session, if you feel that our services do not meet your expectations, you may request a full refund for unused sessions in your package.

To be eligible for this guarantee:

  • You must have completed at least one tutoring session.
  • The refund request must be submitted within 7 days of your first session.
  • You must provide specific feedback about why the service did not meet your expectations.
  • This guarantee is available once per customer.

Refund Eligibility

Full Refund Eligibility

You may be eligible for a full refund under the following circumstances:

  • Cancellation of a package before any sessions have been used, provided the request is made within 14 days of purchase.
  • Technical issues on our end that prevented sessions from being delivered as scheduled, which we were unable to resolve.
  • Significant changes to the tutoring program that materially differ from what was originally purchased.
  • Duplicate charges due to payment processing errors.
  • Service unavailability in your region after purchase.

Partial Refund Eligibility

Partial refunds may be issued in the following situations:

  • Cancellation of a package after some sessions have been used. The refund will be calculated based on the remaining unused sessions at a prorated rate.
  • Extended service interruptions that prevented you from using scheduled sessions.
  • Tutor unavailability that could not be resolved with an alternative tutor matching your requirements.
  • Package expiration with unused sessions remaining, subject to review.

Non-Refundable Items

The following are not eligible for refunds:

  • Completed tutoring sessions that have been delivered as scheduled.
  • Sessions missed without proper cancellation notice (less than 24 hours before the scheduled time).
  • Promotional or discounted packages marked as non-refundable at the time of purchase.
  • Gift cards or vouchers unless required by law.
  • Administrative fees or processing fees where applicable.
  • Sessions that expired due to the package validity period ending.

Cancellation Policy

Session Cancellations

Individual session cancellations are handled as follows:

  • Cancellations made 24 hours or more before the scheduled session: Full credit retained, session can be rescheduled.
  • Cancellations made between 12-24 hours before the session: Session credit may be retained at our discretion.
  • Cancellations made less than 12 hours before the session: Session will be counted as used with no credit.
  • No-shows without prior notice: Session will be counted as used with no credit.

Package Cancellations

If you wish to cancel an entire tutoring package:

  • Contact our support team with your cancellation request.
  • Provide your order details and reason for cancellation.
  • Refund amounts will be calculated based on unused sessions and the time since purchase.
  • A cancellation fee may apply for packages with promotional pricing.

Refund Process

How to Request a Refund

To request a refund, please follow these steps:

  • Contact our customer support team via email or through the contact form on our website.
  • Include your full name, email address associated with your account, and order number.
  • Provide a detailed explanation of the reason for your refund request.
  • Include any relevant documentation or evidence supporting your request.
  • Allow up to 5 business days for our team to review your request.

Refund Processing Time

Once your refund request is approved:

  • Credit card refunds typically appear within 5-10 business days.
  • Bank transfer refunds may take 7-14 business days.
  • PayPal refunds are usually processed within 3-5 business days.
  • The exact timing depends on your financial institution's processing times.

Refund Method

Refunds will be issued using the original payment method whenever possible. If the original payment method is no longer available or valid, we will work with you to arrange an alternative refund method. Please note that we are unable to refund to a different payment method than the one used for the original purchase without verification of identity.

Package Transfers

In some cases, you may have the option to transfer your unused sessions rather than requesting a refund:

  • Sessions may be transferred to a different tutoring subject within our offerings.
  • Package credits may be converted to gift cards for future use or for another user.
  • Transfers between users may be permitted with approval from our support team.
  • Some packages may have restrictions on transferability.

Disputed Charges

If you believe you have been charged incorrectly, please contact us before initiating a dispute with your payment provider. We are committed to resolving billing issues promptly and fairly. Filing a chargeback without first contacting us may result in:

  • Suspension of your account until the dispute is resolved.
  • Additional fees if the dispute is found to be invalid.
  • Complications in resolving the issue efficiently.

Special Circumstances

We understand that exceptional situations may arise that are not covered by the standard terms of this policy. In such cases, please contact our support team to discuss your situation. We evaluate special circumstances on a case-by-case basis and strive to find fair solutions for both parties.

Examples of special circumstances that may warrant consideration include:

  • Serious illness or hospitalization preventing service use.
  • Relocation to an area without adequate internet connectivity.
  • Significant personal emergencies or family circumstances.
  • Natural disasters or other force majeure events.

Changes to This Policy

We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to the website. Your continued use of our services after any changes indicates your acceptance of the modified policy.

We encourage you to review this policy periodically to stay informed about our refund practices. The "Last updated" date at the top of this page indicates when this policy was last revised.

Contact Us

If you have any questions about our Return and Refund Policy or need to request a refund, please contact us:

Phraxellfrfroz
701 Constitution Ave NW
Phone: +1 866-272-6272
Email: cooperation@phraxellfrfroz.world

Our customer support team is available Monday through Friday, 9 AM to 7 PM EST, and we aim to respond to all inquiries within 24-48 business hours.