Refund Policy

1. Overview

At Impulse Education, we are committed to providing high-quality tutoring services. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.

2. Money-Back Guarantee

2.1 Guarantee Terms:

We offer a full money-back guarantee if you:

• Score greater than 90% in our mock simulation of the final selective entry test
• Do not receive an offer from any selective entry high school
• Meet all eligibility requirements outlined below

2.2 Eligibility Requirements:

To qualify for the money-back guarantee, students must:

• Have attended at least 90% of all scheduled tutoring sessions
• Have completed all assigned homework and practice materials
• Have participated in all mock examinations throughout the program
• Have scored greater than 90% in our final mock simulation test
• Have sat for the official Victorian Selective Entry High School test
• Provide official documentation showing no selective entry school offers were received

2.3 Refund Amount:

Eligible students will receive a full refund of all program fees paid ($90 per week × number of weeks enrolled).

2.4 Claim Process:

• Submit your refund claim within 30 days of receiving official test results
• Provide proof of final mock simulation score (greater than 90%)
• Provide official documentation of selective entry test results
• Complete the refund request form sent via email

Claims will be reviewed within 14 business days, and approved refunds will be processed within 30 business days of approval.

3. Early Withdrawal Refunds

3.1 First Two Weeks (Trial Period):

If you are not satisfied with our services during the first two weeks of enrolment, you may withdraw and receive a full refund of fees paid, minus any already completed sessions.

3.2 After Two Weeks:

Withdrawals after the two-week trial period are subject to the following:

• Weeks 3-10: 50% refund of remaining prepaid weeks (not including current week)
• Weeks 11-20: 25% refund of remaining prepaid weeks (not including current week)
• Week 21 onwards: No refund for remaining weeks

Refunds are calculated based on the number of complete weeks remaining in the program after the withdrawal request is processed.

3.3 Withdrawal Process:

• Submit a written withdrawal notice to info@impulse-education.com.au
• Include your name, student name, and reason for withdrawal
• Withdrawal takes effect from the end of the current week
• Refunds will be processed within 14 business days of approval

4. Medical or Emergency Withdrawals

4.1 Circumstances:

We understand that unforeseen circumstances may arise. In cases of:

• Serious illness or injury (student or immediate family)
• Family emergency or bereavement
• Relocation outside Victoria
• Other exceptional circumstances

4.2 Process:

• Contact us as soon as possible to discuss your situation
• Provide supporting documentation (e.g., medical certificate, proof of relocation)
• We will review your case individually and may offer a pro-rated refund or program pause

5. Non-Refundable Items

The following are non-refundable:

• Completed tutoring sessions
• Digital materials already accessed or downloaded
• Registration or administrative fees (if applicable)
• Referral program discounts already applied
• Third-party service fees (payment processing fees, etc.)

6. Service Cancellation by Impulse Education

6.1 Session Cancellations:

If we need to cancel a scheduled session, we will:

• Provide at least 24 hours' notice when possible
• Offer a makeup session at a mutually convenient time
• If a makeup session cannot be arranged, credit your account for that session

6.2 Program Discontinuation:

In the unlikely event that Impulse Education needs to discontinue the program:

• We will provide at least 30 days' notice
• Full refund of all prepaid weeks not yet delivered
• Assistance in transitioning to alternative tutoring services if possible

7. Missed Sessions

7.1 Student Absences:

• No refunds are provided for missed sessions due to student absence
• Session recordings may be available for review (subject to availability)
• Students remain responsible for catching up on missed content

7.2 Advance Notice:

• If you provide 48 hours' advance notice of absence, we may offer access to recorded session materials
• Multiple absences may affect eligibility for the money-back guarantee

8. Payment Disputes

If you believe you have been incorrectly charged:

• Contact us immediately at info@impulse-education.com.au
• Provide details of the disputed charge
• We will investigate and respond within 5 business days
• Errors will be corrected promptly with appropriate refunds issued

9. Refund Method

All refunds will be issued using the original payment method. If this is not possible:

• Bank transfer to your nominated account (Australian bank accounts only)
• Cheque mailed to your registered address

Please allow 5-10 business days for refunds to appear in your account after processing.

10. Refund Processing Time

• Standard refunds: Processed within 14 business days of approval
• Money-back guarantee claims: Processed within 30 business days of claim approval
• Disputed charges: Processed within 7 business days of resolution

11. Australian Consumer Law

This refund policy operates in addition to your rights under Australian Consumer Law. Nothing in this policy limits or excludes any rights you may have under consumer protection legislation, including your rights to:

• Receive services with due care and skill
• Receive services fit for purpose
• Receive services within a reasonable time

If our services fail to meet these consumer guarantees, you may be entitled to a remedy under Australian Consumer Law.

12. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be communicated to enrolled students via email and will only apply to enrolments made after the date of change. Your enrolment is subject to the Refund Policy in effect at the time of enrolment.

13. Contact Us

For questions about this Refund Policy or to submit a refund request, please contact us:

• Email: info@impulse-education.com.au
• Phone: 1300 IMPULSE
• Location: Melbourne, Victoria

Our team will respond to all refund requests within 5 business days.