Refund Policy

1. Introduction

The New Zealand Consumer Law, including the Consumer Guarantees Act 1993, provides certain rights known as consumer guarantees. These include your entitlement to a repair, replacement, or refund if a product or service fails to meet the standards required under these guarantees.

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2. Purpose and Scope

This policy outlines the circumstances under which tutoring session fees paid to NZ Class Online by students or their parents ("you") may be refunded.

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3. Background

NZ Class Online offers various subscription plans, each with its own pricing structure and terms. Your specific plan will determine:

• The session fee you are charged

• The frequency of your payments

• Your ability to reschedule sessions, and any associated fees, credits, or refund entitlements

• Your options for cancelling sessions or pausing your enrolment, along with any applicable fees or credits

• The required notice period to cancel services or change plans

• Any refund rules specific to your plan

You can find full details of NZ Class Online' s plans and associated policies on our website.

Regardless of your chosen plan, if you cancel your account and have unused credit remaining (in line with your plan’s terms and conditions), that credit will be refunded.

Requests for credits or refunds that fall outside the scope of your plan’s terms will only be considered in exceptional circumstances and are assessed on a case-by-case basis.

Please note that credit card surcharges (processing fees) are non-refundable.

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4. Policy

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4.1 Cancellations Due to Service Failures
Under New Zealand Consumer Law, our tutoring sessions are guaranteed to be:

• Delivered with reasonable care and skill

• Suitable for the intended purpose, as agreed between you and NZ Class Online

• Provided within a reasonable timeframe relative to the scheduled session

You are entitled to a full refund if  we fail to meet these guarantees and the issue cannot be resolved, or if the failure is considered to be of a "substantial character." A substantial failure includes:

• A serious issue that would have prevented you from purchasing the service had you known about it

• The service being significantly unfit for its purpose and not easily fixable within a reasonable time

• The service not aligning with its intended purpose and being unresolvable in a timely manner

If the failure is not considered substantial but still does not meet the required standard, NZ Online Class will take steps to correct the issue. This may include rescheduling a full or partial session.

4.2 How to Request a Refund or Credit
To request a credit or refund, please contact our Customer Support via: helloadmin@nzclass.co.nz