Last updated: September 2026
If Xelarate is unable to match you with a suitable available tutor for the session you purchased, you will receive a full refund for that session to the original payment method.
Tutor availability may vary depending on the subject, year level, time of the request, demand and individual tutor availability. Payment does not guarantee that a suitable tutor will always be available.
If you wish to cancel your request before Xelarate has confirmed a tutor, please contact us as soon as possible at support@xelarate.app.
If tutoring has not commenced and a tutor has not been confirmed, you will receive a full refund to the original payment method.
Once Xelarate has confirmed your tutor and arranged the session, please contact us as soon as possible if you can no longer attend.
Refund requests will be considered based on the circumstances, including the amount of notice provided and whether the tutor has already committed time to the session. A refund is not guaranteed for a change-of-mind cancellation after a tutor has been confirmed.
This does not affect any rights or remedies available under the Australian Consumer Law.
4. Missed sessions
If a student does not join within 10 minutes after both the confirmed start time has arrived and working access to the Xelarate online classroom has been provided, Xelarate may treat the session as missed. Xelarate is not required to provide a refund where the tutor was available and ready to provide the session.
If the tutor does not attend a confirmed session, Xelarate will offer either a suitable replacement session or a full refund for the session that was not provided.
If a student joins late, the session may still finish at its original end time depending on tutor availability.
5. Technical problems
Students are responsible for having a suitable device, a working internet connection and access to the Xelarate online classroom.
If a technical problem with the student’s device, internet connection or setup prevents or shortens a session, a refund is not automatically available.
If a technical problem caused by Xelarate, the tutor or the Xelarate online classroom materially prevents the tutoring service from being provided, Xelarate will assess the circumstances and provide an appropriate remedy where required. This may include a replacement session, credit or refund for the affected service.
6. Additional tutoring time
If a student wishes to continue beyond the originally purchased session length, additional tutoring time may be purchased using the Xelarate extension payment link at the price displayed.
An extension is subject to tutor availability and is confirmed only after successful payment and confirmation from Xelarate and the tutor.
Tutoring time that has already been provided is generally not refundable unless required by law.
7. 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.
8. 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.
9. Requesting a refund
To request a refund, contact support@xelarate.app.
Please include the student’s name, the email address used for the tutoring request, 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. The time taken for the refund to appear may depend on the payment provider and the customer’s financial institution.