Refund and Cancellation Policy

1. Scope

This policy applies to every service sold by Junetra Study: Online Study Support, Virtual Tutoring Support, Remote Skill-Development Sessions, Digital Learning Materials, Academic Planning Assistance and Educational Content Creation. It forms part of our Terms and Conditions. Where a written scope you accepted says something different, the scope prevails for that engagement.

2. Definitions used here

• Session — a scheduled 60-minute live online session.
• Written deliverable — a set of learning materials or an academic plan.
• Project — an educational content creation engagement with an agreed scope and timeline.
• Work has begun — we have started research, drafting or preparation that is specific to your order, not merely acknowledged it.

3. Cancelling a session

Sessions are paid in advance. The refund depends on how much notice we receive, measured from the scheduled start time:

• More than 24 hours' notice — full refund, or a free reschedule, whichever you prefer.
• Between 12 and 24 hours' notice — one free reschedule. If you would rather not reschedule, a 50 percent refund is issued, because the slot can no longer realistically be filled.
• Less than 12 hours' notice, or no attendance — the session fee is not refundable and the session is treated as delivered.

Notice must be given in writing. A message left unread on a platform we do not monitor is not notice.

4. Late arrival

A session ends at its scheduled end time. If you join fifteen minutes late, you receive a forty-five minute session and the full fee applies. If you have not joined within twenty-five minutes of the start time, and we have not heard from you, the session is treated as a no-show.

5. If we cancel or cannot deliver

If we cancel a session, arrive late, or cannot deliver it for any reason on our side — including our own technical failure — you choose between a free reschedule at a time that suits you and a full refund of that session. If we are more than ten minutes late, you may also simply end the session and take the full refund.

6. Technical failures

Sessions run over the internet, and the internet occasionally does not cooperate. Where the failure is on our side or on the side of the platform we chose, clause 5 applies. Where the failure is on your side — your connection, your device, your power — we will do our best to wait, reconnect and use the remaining time, but we cannot extend the session beyond its end time and the fee remains payable. If a session is lost entirely to a failure neither party caused, we reschedule it at no cost.

7. Cancelling written deliverables

Digital Learning Materials and Academic Planning Assistance are custom work, produced for one client, and they cannot be resold once written. The refund position reflects that:

• Before work has begun — full refund, no questions.
• After work has begun but before delivery — refund of the fee minus the proportion of work already completed, assessed honestly against the agreed scope. We will show you what was done.
• After delivery — no refund for a change of mind, because the digital deliverable has been supplied and cannot be returned. Refunds after delivery are available only where the work does not match the scope you accepted, and clause 9 explains how that is handled.

8. Cancelling a content creation project

Educational Content Creation projects run against a written scope and a timeline, and are usually invoiced as a deposit plus a balance. The deposit secures the working time and is not refundable once work has begun. If you cancel mid-project, you pay for the milestones completed and receive whatever has been produced up to that point. Anything not yet started is refunded in full. If we cancel a project for a reason on our side, you pay for nothing that has not been delivered, and we refund the balance.

9. Revisions before refunds

If a deliverable does not match the scope, the first remedy is to fix it, not to unwind the order. Every written deliverable includes two rounds of revision within the agreed scope, at no additional cost, provided the revision request is sent within fourteen days of delivery. If, after two rounds, the deliverable still does not meet the scope you accepted, you are entitled to a full refund of that deliverable.

Revisions that change the scope — a new subject, a different level, a longer set, an added chapter — are new work and are quoted separately. Wanting something different is not the same as receiving something wrong.

10. What is not refundable

To be explicit, because this is where disputes usually start, we do not refund:

• a grade, a mark, an examination result or an admissions decision you were unhappy with;
• sessions you did not attend and did not cancel in time;
• work correctly delivered against a scope you accepted, on the basis that you later changed your mind;
• fees where the engagement was terminated because of a breach of our academic integrity clause or our Acceptable Use Policy;
• requests to refund a completed engagement because your circumstances changed after it ended.

Junetra Study does not guarantee academic results, and no refund is available on the basis that a result was not achieved. This is stated in our Educational Services Disclaimer and it is not a small print detail — it is the basis on which the price is set.

11. How to request a refund

Send a written request to the email address at the end of this page within fourteen days of the session date or the delivery date. Include the name the order was placed under, the date, the service, and a short description of the problem. We acknowledge every request within two business days and give a decision, with reasons, within five business days.

12. How refunds are paid

Approved refunds are returned to the original payment method. We do not issue refunds in cash, to a different card, or to a third party. Processing typically takes five to ten business days once we have issued it; the exact timing is controlled by your bank or card issuer, not by us. Any transaction or currency conversion fee charged by your own bank is not something we can recover for you.

13. Credits

Where you prefer, and where the refund is approved, we can issue the value as a credit against future sessions instead of returning it to your card. Credits are valid for twelve months from issue, are not transferable, and can be converted back to a cash refund at any time within the first fourteen days.

14. Chargebacks

If you believe a charge is wrong, contact us first. Raising a chargeback with your bank before contacting us does not get the money back faster, and it usually gets it back slower, because the funds are frozen while the bank investigates. Where a chargeback is raised against an engagement that was properly performed, we will supply the accepted scope, the delivery record and the correspondence to the bank, and we may suspend further services until the matter is resolved.

15. Your statutory rights

Nothing in this policy removes any right you have under the consumer protection law that applies to you. Where that law gives you a stronger right than this policy does, the law wins.

16. Changes

We may update this policy. The version in force for your order is the version published when you accepted the scope. The date at the top of the page tells you when the current version took effect.

17. Contact

Refund requests and questions about this policy should be sent to the details below, which are provided as plain text.