Refunds and Cancellations Policy

Overview

We understand that plans change. This policy sets out clearly what happens when sessions are cancelled, rescheduled, or when a refund is requested. We aim to be fair to both learners and to Miss ICT as a small business.

1-to-1 Tutoring Sessions

This applies to GCSE tutoring, A Level tutoring, and A Level NEA Coursework Support sessions.

• Cancellation with more than 24 hours' notice: no charge; the session may be rescheduled without penalty
• Cancellation with less than 24 hours' notice: the full session fee is charged
• Non-attendance without notice: the full session fee is charged
• Cancellation by Miss ICT: the session will be rescheduled at a mutually convenient time, or a full refund issued if rescheduling is not possible

Group Intensives (Exam Camps)

This applies to GCSE Exam Rescue Intensives (max 4 students) and A Level Exam Intensives (max 4 students).

• Places are secured by payment in full in advance
• Cancellation more than 7 days before the block begins: full refund issued
• Cancellation 2–7 days before the block begins: 50% refund issued
• Cancellation less than 48 hours before or once the block has begun: no refund
• Cancellation by Miss ICT: full refund issued, or the block rescheduled if a majority of students agree

Arcade Live Sessions

Maximum 3 learners per 30-minute session, Monday and Thursday, 12:30–1:00pm.

Pay As You Go (£10/session)

• Cancellation with more than 24 hours' notice: session credit issued for a future session
• Cancellation with less than 24 hours' notice: no credit or refund

6-Session Pass (£8 each · £48 total)

• 6-Session Passes are non-refundable once issued, as they secure a reserved spot for the half term
• If a learner misses a session without notice, it is forfeited
• If Miss ICT cancels a session, a replacement session will be offered or a pro-rata credit issued

Arcade Home Packs

• Starter Pack: free — no refund applicable
• Term Pack (£33) and Year Pack (£96): refunds may be requested within 7 days of purchase if materials have not been accessed. After 7 days, or once materials have been downloaded or accessed, packs are non-refundable

Digital Resources

Digital resources — PDF guides, workbooks, revision packs, and lesson frameworks — are non-refundable once accessed or downloaded, as the full content is delivered immediately upon purchase.

If you experience a technical issue preventing access to a resource you have purchased, please contact Get in touch and we will resolve it promptly.

SEND and EOTAS Provision

Refunds and cancellation terms for commissioned provision placements are governed by the individual service agreement between Miss ICT and the commissioning authority. Please refer to your placement contract for specific terms.

How to Request a Refund

Email Get in touch with your name, the service, date of purchase, and reason for the request. We aim to process eligible refunds within 5–10 working days via the original payment method.