Refunds and Cancellations
Last updated: August 2026
If Xelarate is unable to match you with a suitable available tutor for the session you purchased, you will receive a full refund of the amount paid for that session.
Tutor availability may vary by subject, year level, time and demand. Payment does not guarantee that a tutor will always be available.
If you wish to cancel your request before a tutor has been confirmed, please contact Xelarate as soon as possible at support@xelarate.app.
Where tutoring has not yet been provided and Xelarate has not incurred a commitment in arranging the session, we will generally provide a full refund.
Once a tutor has been confirmed and the session has been arranged, please contact Xelarate as soon as possible if you can no longer attend.
Refund requests will be considered based on the circumstances, including how much notice was provided and whether the tutor had already committed time to the session.
This does not affect any rights you may have under the Australian Consumer Law.
For sessions booked for a later time, please contact Xelarate as early as possible if you need to cancel or change the booking.
Where reasonable notice is provided and the tutoring service has not yet been delivered, Xelarate may offer a rescheduled session or refund depending on the circumstances.
A requested rescheduled time remains subject to tutor availability.
5. Missed sessions
If a student does not attend a confirmed session, or is substantially late, Xelarate is not required to refund tutoring time during which the tutor was available and ready to provide the session.
If the tutor does not attend a confirmed session, Xelarate will either arrange suitable replacement tutoring or provide a refund for the tutoring time that was not provided.
Where a student joins late, the session may still finish at the originally scheduled end time depending on tutor availability.
6. Technical problems
Students are responsible for having a suitable device, working internet connection and access to Zoom or any other platform specified for the session.
If a technical problem on the student’s side prevents or shortens a session, a refund is not automatically available.
If a technical problem caused by Xelarate or the tutor materially prevents the tutoring service from being provided, Xelarate will consider the circumstances and provide an appropriate remedy where applicable. This may include replacement tutoring time or a refund for the affected portion.
7. Additional tutoring time
If a student chooses to continue beyond the originally purchased session length, additional tutoring time may be purchased in 20-minute blocks for $20 each, subject to tutor availability.
Additional tutoring time is only confirmed once the relevant payment has been successfully completed.
Tutoring time that has already been provided is generally not refundable unless required by law.
8. Change of mind
Xelarate does not generally provide refunds merely because a student changes their mind after tutoring has already been provided.
Where tutoring has not yet been provided, refund requests will be considered in accordance with the circumstances described in this policy.
Nothing in this policy limits any rights or remedies available under the Australian Consumer Law.
9. Australian Consumer Law
Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Depending on the circumstances, consumers may be entitled to remedies where a service does not meet those guarantees.
Nothing in this Refunds & Cancellations Policy is intended to exclude, restrict or modify any right or remedy that cannot lawfully be excluded.
10. Requesting a refund
To request a refund, contact support@xelarate.app.
Please include the student’s name, the email address used for the booking, the approximate session date and time, and the reason for the request.
Xelarate may request additional information where reasonably necessary to identify the payment or understand the circumstances of the request.
Approved refunds will generally be returned to the original payment method where practicable. Processing times may depend on the payment provider and financial institution.