Handbook & Policy

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1.    Trial session

A 30-minute trial will be provided. Students will pay £25 for the trial session in advance. If, after completing the trial session, the student then purchases a package, the trial fee will be deducted from the cost of that package.

2.    One-to-one booking policy

a.    A time slot will be selected 48 hours in advance of the session and requires tutor approval and confirmation.

b.    If you change your mind before the class:

a)    Change a tutor

You will apply for a change 48 hours before your scheduled tutorial. You can either cancel the original appointment and book another tutor or you can change tutors through our customer service portal.

b)    Change a timeslot

You will apply for a change 48 hours before your scheduled tutorial. You can either make a request on the booking system or contact our customer service portal.

c)    Cancel a tutorial

If cancellation is requested 48 hours in advance of the tutorial, the session can be cancelled and rescheduled unconditionally. If cancellation is requested more than 6 hours but less than 24 hours before the scheduled tutorial, the student may be refunded 50% of the payment or may reschedule the tutorial with the same tutor.  If cancellation is requested less than 6 hours before the scheduled tutorial, payment will not be refunded but the tutorial can be rescheduled with the same tutor. If the rescheduled lesson is then cancelled, payment will not be refunded.

c.    If you are late for your session:

a)    Up to 15 minutes, the session will continue as planned until the scheduled end time.

b)    More than 15 minutes, the session will be forfeited; you will be charged.

d.    After the tutorial, your feedback is welcome. You can rate our tutors’ performance, make a complaint or ask for compensation. If you have a specific request, please contact our after-sales service team.

3.    Seminar

The seminar is held at a set time. If it is offline, you will not be allowed to make a cancellation, change the time or place, as the venue must be reserved in advance. Up to 24 hours before the seminar, you can make a cancellation or change the seminar into a one-to-one class unconditionally. If you cancel more than 6 hours but less than 24 hours before the seminar, you will be refunded 50% of the payment. If you cancel less than six hours before the session, you will forfeit your payment.

You may change the seminar into a one-to-one tutorial by contacting customer service. If the tutor’s time slot is already fully booked, your application may not be approved.

A follow-on Q&A service will be provided by the tutor who delivers the seminar for up to 48 hours after the seminar. If a query is submitted after this 48-hour period, a reply cannot be guaranteed and may subject to an additional charge.

4.    Proofreading

a.    You will provide assignment requirements as well as your essay to enable the tutor to provide appropriate feedback and proofreading support. If the adequate supporting information is not provided, the quality of the service cannot be guaranteed and no compensation will be made for this.

b.    The proofreading service should be booked and paid one week prior to the delivery date. If the booking date is less than one week but more than 3 days before the delivery date, an additional 10% payment will be requested. If the booking date is less than three days before the delivery date, an additional 30% payment will be requested. Your request may also be declined. Once the order is accepted, your corrected essay will be returned on or before the specified date and time.

a)    If any additional request is made after the order has been accepted, the original delivery date cannot be guaranteed. A new delivery date will be calculated from the time the additional requests were received. In 90% cases, we will give feedback within three working days.

b)    If you are not satisfied with our proofreading service, you can contact customer service. We will process your complaint within 5 working days.

c)    If you cancel the order after it has been accepted, you will be refunded 50% of the original payment.

5.    Cancellation of the whole package

Your payment shall be wholly refunded within 14 days after purchase if you have not used the service. If you have already used part of your package, you are entitled to a refund of the balance if you cancel within 14 days of purchase. If you cancel after 14 days, you are entitled to a refund of 80% of the balance of your package.

6.    Teaching materials

Teaching materials offered by WinWin Tutoring include - but are not limited to - files like slides, text and video. They are provided for private learning only and shall not be subject to commercial use. WinWin retains all rights of interpretation and intellectual property. While WinWin is committed to delivering a high-quality tutoring service, your ultimate grade cannot be guaranteed as it depends on your own academic contribution.