Return Policy

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1. Overview

At Drizelonaz, we strive to provide exceptional online language tutoring services. We understand that circumstances may change, and we have established this Return Policy to outline the terms and conditions under which refunds and cancellations are processed. This policy applies to all tutoring packages, individual sessions, and related services purchased through our website.

By purchasing our services, you acknowledge that you have read, understood, and agree to be bound by this Return Policy. We encourage you to review this policy carefully before making a purchase. If you have any questions or concerns about this policy, please contact us before completing your purchase.

2. Cancellation Policy

2.1 Student-Initiated Cancellations

We understand that schedules can be unpredictable. You may cancel or reschedule any tutoring session with the following conditions:

  • Cancellations made 24 hours or more before the scheduled session time will receive a full credit that can be applied to future sessions
  • Cancellations made between 12 and 24 hours before the scheduled session will receive a 50% credit
  • Cancellations made less than 12 hours before the scheduled session will not be eligible for any credit or refund
  • No-shows without prior notification will result in forfeiture of the full session fee

2.2 Tutor-Initiated Cancellations

In the rare event that a tutor needs to cancel a scheduled session, we will:

  • Provide you with as much advance notice as possible
  • Offer to reschedule the session at a time convenient for you
  • Provide a full credit or refund if rescheduling is not possible
  • Make every effort to match you with an alternative qualified tutor if your regular tutor is unavailable

2.3 Emergency Cancellations

We recognize that genuine emergencies occur. In cases of documented medical emergencies, family emergencies, or other extenuating circumstances, we may waive our standard cancellation policy at our discretion. Please contact us as soon as possible to discuss your situation.

3. Refund Policy

3.1 Individual Session Refunds

Refunds for individual tutoring sessions are subject to the cancellation timeframes outlined above. Sessions that are cancelled within the appropriate timeframe will be refunded to the original payment method within 5-10 business days.

3.2 Package Refunds

For multi-session packages:

  • Unused sessions from packages may be refunded within 30 days of purchase, minus a 15% administrative fee
  • After 30 days from purchase, package refunds will be calculated based on the number of completed sessions at the individual session rate, with the difference refunded minus a 15% administrative fee
  • Promotional or discounted packages may have different refund terms, which will be clearly stated at the time of purchase
  • Package credits do not expire but are non-transferable to other users

3.3 Satisfaction Guarantee

We stand behind the quality of our tutoring services. If you are not satisfied with your first session, please contact us within 48 hours of the session completion. We will work with you to address your concerns, which may include:

  • Matching you with a different tutor who better suits your learning style
  • Adjusting the curriculum or teaching approach
  • Providing a full refund for the first session if we cannot resolve your concerns

4. Technical Issues

We utilize reliable video conferencing technology for our online sessions. However, technical difficulties can occasionally occur:

4.1 Platform-Related Issues

If technical problems on our end prevent a session from taking place or significantly disrupt the quality of instruction:

  • We will provide a full credit or refund for the affected session
  • We will make every effort to resolve the issue and reschedule the session at no additional cost
  • If the issue persists, we will offer alternative solutions or a full refund

4.2 Student-Side Technical Issues

If technical difficulties on your end prevent you from attending a session:

  • We recommend testing your equipment and internet connection before each session
  • If you experience issues, please contact us immediately during the scheduled session time
  • We will make reasonable efforts to troubleshoot the problem
  • If the issue cannot be resolved within 15 minutes, we may offer to reschedule or provide a partial credit at our discretion
  • Sessions missed due to student-side technical issues without notification are subject to our standard cancellation policy

5. Refund Processing

5.1 Refund Methods

All refunds will be processed using the original payment method used for the purchase. We do not offer refunds in cash or to alternative payment methods. If your original payment method is no longer valid, please contact us to arrange an alternative refund method.

5.2 Processing Time

Once a refund is approved:

  • Credit card refunds typically appear within 5-10 business days
  • PayPal refunds typically appear within 3-5 business days
  • Bank transfer refunds may take up to 10 business days
  • Processing times may vary depending on your financial institution

5.3 Refund Notifications

You will receive an email confirmation when your refund has been processed. This email will include the refund amount, the payment method to which the refund was issued, and the expected timeframe for the funds to appear in your account.

6. Non-Refundable Items

Certain items and services are non-refundable:

  • Completed tutoring sessions that were attended
  • Digital materials, resources, or downloadable content that have been accessed or downloaded
  • Administrative fees associated with package purchases
  • Sessions cancelled outside of our cancellation policy timeframes
  • Promotional or bonus sessions provided at no charge
  • Gift certificates or promotional codes once they have been redeemed

7. Rescheduling Policy

We encourage rescheduling rather than cancellation when possible:

  • Sessions can be rescheduled up to 24 hours before the scheduled time without penalty
  • Rescheduling requests should be made through your student account or by contacting us directly
  • We will make every effort to accommodate your preferred alternative time
  • Rescheduled sessions must be completed within 90 days of the original scheduled date
  • Multiple rescheduling requests for the same session may be subject to review

8. Package Transfers

Tutoring packages are personal and non-transferable:

  • Package sessions cannot be transferred to another person
  • Package sessions cannot be transferred between different language programs without approval
  • In exceptional circumstances, such as relocation or medical issues, we may consider transfer requests on a case-by-case basis
  • Any approved transfers may be subject to administrative fees

9. Promotional Offers and Discounts

Special terms may apply to promotional offers:

  • Promotional packages may have modified refund terms, which will be clearly stated at the time of purchase
  • Discounted rates may not be eligible for partial refunds
  • Free trial sessions are non-refundable as no payment was collected
  • Promotional codes and discounts cannot be applied retroactively to previous purchases
  • Only one promotional offer may be used per purchase unless otherwise specified

10. Dispute Resolution

If you have a concern about a charge or believe you are entitled to a refund:

  • Contact us directly before initiating a chargeback with your financial institution
  • Provide detailed information about your concern, including dates, session details, and the reason for your refund request
  • We will investigate your claim and respond within 5 business days
  • If we cannot reach a mutually satisfactory resolution, we will provide information about further dispute resolution options
  • Initiating a chargeback without first contacting us may result in suspension of your account and services

11. Account Credits

In some cases, we may issue account credits instead of refunds:

  • Account credits can be used toward future tutoring sessions or packages
  • Credits do not expire and remain in your account until used
  • Credits are non-transferable and cannot be redeemed for cash
  • Credits will be automatically applied to your next purchase
  • You can check your credit balance by logging into your account

12. Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to our 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.

For purchases made before a policy change, the policy in effect at the time of purchase will apply. We will make reasonable efforts to notify existing customers of significant policy changes via email.

13. Exceptions and Special Circumstances

We understand that every situation is unique. While we have established this policy to ensure fairness and consistency, we recognize that exceptional circumstances may warrant special consideration. If you believe your situation warrants an exception to this policy, please contact us to discuss your specific circumstances. We will review each request individually and make decisions at our sole discretion.

14. Contact Information

For questions about this Return Policy, to request a refund, or to discuss a cancellation, please contact us:

Drizelonaz
156 Sheppard Avenue West
North York, ON M2N 1M8
Canada
Phone: +1 647-373-5826
Email: inquiry@drizelonaz.world

Our customer service team is available Monday through Friday, 9:00 AM to 8:00 PM EST, and Saturday from 10:00 AM to 6:00 PM EST. We strive to respond to all inquiries within 24 hours during business days.