If something is not right, we put it right
We would rather fix a problem than argue about it. This policy sets out what you can expect if a session, feedback or research guidance falls short of what was agreed.
The short version
- Tell us within 7 days if something was not what we agreed, and we will fix it, redo it, or refund it.
- Revisions to feedback are part of the service, not an extra.
- Cancellations with notice are refunded or rescheduled in full.
- We never refund or compensate for grades, because grades depend on your own work and are awarded by your institution.
Sessions
- You cancel with at least 12 hours' notice: the session is rescheduled, or refunded in full if you prefer.
- You cancel with less than 12 hours' notice, or do not attend: the session may be charged. We are understanding about genuine emergencies; talk to us.
- We cancel or a mentor does not attend: you choose a reschedule or a full refund, and we will add a free session by way of apology.
- A session genuinely did not meet what was agreed (wrong topic, unprepared mentor, technical failure on our side): tell us within 7 days and we will provide a replacement session with the same or a different mentor, or refund it.
Draft feedback and research guidance
- Revisions: if feedback is unclear, or you have revised your draft and want a second look at the same piece, ask. One follow-up review of the same draft is included with every feedback round.
- Late return: if we miss an agreed return date without warning you, the feedback round is free.
- Not as agreed: if feedback covers the wrong criteria or the wrong task, we redo it at no charge.
Packages and prepaid support
If you have paid in advance for several sessions or a block of support and decide to stop, we refund the unused portion, less any sessions and feedback already delivered. Request this in writing on WhatsApp.
What we cannot refund
- Support that has been delivered as agreed.
- Outcomes such as grades, predicted grades or university offers.
- Requests that we declined because they would have breached academic integrity.
How to raise a concern
Message us on WhatsApp at +92 327 1105242 within 7 days of the session or feedback in question. Tell us what was agreed and what fell short. We aim to respond within two working days and resolve most concerns in the same conversation. Refunds are returned by the method you paid with, normally within 7 days of being agreed.
Changes
We may update this policy from time to time. The date at the top of the page shows the current version, and the version in force when you arranged support is the one that applies to it.