Transparency & Trust
Clear rules for a long-term partnership.
Refund & Cancellation Policy
Effective Date: March 18, 2026
Last Updated: March 18, 2026
Billing Currency Notice
All transactions are processed in Canadian Dollars (CAD) unless otherwise stated at checkout. Where prices are displayed in another currency (such as USD for Exam Intensive Programmes), the amount is converted to CAD at the prevailing exchange rate at the time of purchase. Refunds are issued in CAD at the original transaction amount. Your bank or card issuer may apply its own exchange rate and fees.
1. The "Right Fit" Promise
We believe the relationship between student and tutor is paramount. If, after your first scheduled session, you feel the match is not right, you may cancel your Academic Subscription immediately without any Early Termination Fee.
2. EU, UK, Switzerland & Quebec: Right of Withdrawal
Notice to Residents of the EU, UK, Switzerland, and Quebec:
You have a 14-day right of withdrawal from the date of purchase under applicable consumer protection law (including the EU Consumer Rights Directive 2011/83/EU, the UK Consumer Contracts Regulations 2013, the Swiss Code of Obligations, and sections 54.4 to 54.16 of Quebec's Consumer Protection Act / Loi sur la protection du consommateur).
Before your first lesson is booked or digital materials are accessed, you will be asked to confirm, via a separate checkbox at checkout, that:
- You request that performance of the service begin before the 14-day withdrawal period expires, and
- You acknowledge that once performance begins, you will lose your right of withdrawal.
If you do not check this box, you retain the full 14-day withdrawal right.
If you wish to exercise your withdrawal right before performance begins, contact us at hello@bespokelearning.io within 14 days of purchase for a full refund. Once services have commenced (first lesson booked or digital materials accessed after providing consent above), standard cancellation policies apply.
3. Subscription Early Termination
Our Academic Subscriptions are a commitment through May 31st. If you cancel after the "Right Fit" window, an Early Termination Fee applies based on the remaining value of your contract.
| Time Remaining | Early Termination Fee |
|---|---|
| > 6 Months | 50% |
| 5 Months | 60% |
| 4 Months | 70% |
| 3 Months | 80% |
| 2 Months | 90% |
| 1 Month or Less | 100% |
The fee is calculated as a percentage of the remaining contract value at the time of cancellation.
4. Session Cancellations (Lateness & No-Shows)
Student Lateness
Tutors wait 15 minutes. If you arrive after 15 minutes, the session is forfeited (marked as delivered), and 1 Credit is deducted.
Late Cancellation
Sessions cancelled with less than 24 hours' notice are forfeited (1 Credit deducted). No refunds.
5. Termination for Misconduct
If your access to Bespoke Learning services is terminated due to a violation of our conduct policy (as set out in the Terms of Service and the Student Enrolment Terms), all remaining prepaid credits, subscription balances, and Exam Intensive enrolments are forfeited. No refund, credit, or compensation will be issued.
This includes termination for:
- Verbal abuse, threats, or intimidation directed at tutors, staff, or fellow students
- Discriminatory language or harassment of any kind
- Persistent disrespectful conduct that interferes with session delivery
- Academic dishonesty (submitting tutor or AI work as the student's own)
The forfeiture applies to the maximum extent permitted by applicable law. Where mandatory consumer protection legislation in your jurisdiction limits our right to retain prepaid fees upon termination, that legislation prevails.
6. International Compliance & Governing Law
Global Consumer Rights:
Governing Law: In all other respects, this policy is governed by the laws of Ontario, Canada.
Questions?
If you have any questions about our refund or cancellation policies, please contact us.