Refund Policy

Welcome to the Refund Policy of the Lexica website, mobile application, and online platform! At Lexica, our team is committed to providing quality online language tutoring services by matching you with tutors. We understand and note that situations may arise where you may need to request a refund. In such situations, we want to attend to your needs to the best of our ability and thus, our refund policy is designed to ensure transparency and fairness for both tutees and tutors.

1. ELIGIBILITY FOR REFUNDS

Refunds are considered under the following conditions:
‍
Session Cancellation by Tutor: If a tutor cancels a session or is unavailable at the scheduled time without prior notice of at least 24 hour in advance, you are eligible for a full refund for that session.

‍Technical Issues: If severe technical issues (on the tutor's end) prevent the session from being conducted (i.e. sudden breakdown in internet connection, device functionality, etc.), and no satisfactory resolution is reached, a refund may be issued.

‍Unsatisfactory Service: If you are unsatisfied with the quality of the session, please contact us within 24 hours of the session's completion by filling in the post-class feedback form, and we will assess the situation on a case-by-case basis.

‍AI Add-on Subscriptions: Refunds for AI add-on services are generally non-refundable, except in cases where a technical failure directly impacts the service delivery. Requests for refund in such cases must be made within 7 days of subscription payment.

2. CONDITIONS FOR NON-REFUNDABLE PAYMENTS

The following situations do not qualify for refunds:

Student-Initiated Cancellation: If you cancel a session after making payment and before the scheduled time, no refund will be issued. You can, however, reschedule the class for another timing according to the tutor’s availability.

‍Missed Sessions: If you fail to attend a scheduled session without prior notification, the session fee is non-refundable.

3. REFUND PROCESS

To request a refund, please contact our support team at lexicateam@lexica-english.com with your booking details and reason for the refund request. Refunds will be processed within 7-10 business days after approval. All refunds will be credited to the original payment method used during the transaction.

4. CHANGES TO REFUND POLICY

Lexica reserves the right to modify or update this refund policy at any time. Any changes will be posted on this page, and users will be notified via platform announcements.