This policy explains how to cancel, pause, or ask for your money back. It is part of our Terms of use.
In short
- You can ask for a refund at any time from the app. Our office looks at each request and decides the amount.
- We do not offer an automatic money-back guarantee, and there is no fixed refund rule.
- If a refund is agreed, we pay it within 14 days of the decision.
- Cancelling your plan stops future invoices. The plan ends at the end of the period you have paid for.
- A pause of 1 to 4 weeks may suit you better than cancelling.
Free trial class
A free trial class costs nothing, so there is nothing to refund. If you cannot come, please cancel it as early as you can, so the teacher can offer the time to someone else.
Cancelling or moving a one-to-one lesson
- Up to 24 hours before the start, you can cancel or move a one-to-one lesson free of charge. On a pack, the lesson goes back to your pack. On a monthly plan, you can book a make-up class instead.
- Later than 24 hours before the start, or if the student does not come, the lesson counts as used, and the teacher is paid for it.
- The app shows which rule applies before you confirm.
When a class does not happen because of us
- If the teacher cancels a class, we arrange a make-up class, usually within 7 days. If a make-up class cannot be arranged, our office gives your family a credit.
- If a class cannot happen because of a problem on our side, we offer a make-up class or a credit.
- If we cancel a course or a class group, we offer another teacher or time where possible. If you do not want that, we give back the money for paid classes that will not happen.
Group classes
Group classes go ahead as timetabled. Missing a class does not lower the fee on its own. You can watch the recording when the class was recorded, and the course documents stay open. If you have to miss several classes for a good reason, ask for a pause, or talk to our office.
Pausing instead of cancelling
- You can ask to pause for 1 to 4 weeks, with a reason such as Ramadan, exams, travel or illness.
- Ask at least 2 days before the pause starts. You can pause for up to 8 weeks in any 12 months.
- Our office approves each pause.
- The period you have paid for moves later by the days you paused, and your next invoice moves later too. No money changes hands.
- One-to-one classes during the pause are removed. In a group class you keep your seat; the live class closes for you during the pause, but recordings and documents stay open.
Cancelling your plan
- Open the course in My Learning and choose Cancel my plan.
- Your plan ends at the end of the period you have paid for. Classes continue until then.
- Invoices for later periods that are not yet paid are cancelled.
- You can undo the cancellation until the end date.
- Cancelling does not by itself give money back for the current period. If you want a refund, ask for one as well.
Asking for a refund
- In the app, open the course or the invoice and choose Ask for a refund. Choose a reason and tell us more.
- Or contact our office by WhatsApp or phone on +92 302 8201850, or by email at refund@education360.online. Please give the invoice number.
- You can follow your request in the app: asked, decided, paid. You can withdraw it while it is waiting.
How our office decides
There is no fixed rule. Our office looks at:
- how much you paid;
- which classes or lessons have been given or used, and which are still to come;
- your reason;
- anything that went wrong on our side;
- anything the law requires.
The office may agree to a full refund, part of the fee, a credit, or no refund. We tell you the decision and the reason in the app and by email (and by WhatsApp when it is switched on). If you disagree, reply and ask the office to look at it again.
How refunds are paid
We agree the way with you. It can be:
- back the way you paid;
- to a bank account you give us;
- to an Easypaisa or JazzCash account;
- as family credit, which is used on your next invoice.
If you paid an invoice in US dollars with Pakistani rupees, we use the exchange rate of your payment.
How long it takes
We pay an agreed refund within 14 days of the decision. Your bank or wallet may take a few more days to show it. Family credit shows on your account at once.
Packs, one-off courses, instalments and gift codes
- Packs and one-off courses: you can ask for a refund in the same way. The office looks at the lessons or classes still to come.
- Installments (when we offer them): cancelling your plan cancels the parts that are not yet due.
- Gift codes (when we offer them): a code is valid for 12 months. The buyer can get a refund until the code is used.
Invoices from independent teachers
Some teachers bill their own students directly. If your invoice number starts with TINV-, your refund request goes to that teacher, who decides and pays it. If you cannot agree, tell our office and we will try to help.
If you live in the United Kingdom or the European Union
- Consumer law there may give you the right to cancel a new enrollment within 14 days of making it, without giving a reason.
- If you asked for classes to start within those 14 days, we may keep a fair amount for the classes already given.
- To cancel, tell us within the 14 days. Use Ask for a refund, or email us. A clear message is enough.
- We will pay back what is due within 14 days of your message.
Your legal rights
Nothing in this policy takes away the rights you have under the law, including the consumer law of the place where you live.
Questions or disagreements
Email refund@education360.online, call or WhatsApp +92 302 8201850, or use our Contact page. We will reply within 15 days.