Refunds and Cancellation Policy

Effective date: September 25, 2026

This page summarizes the standard cancellation and refund rules for enrolled tutoring provided by Ruvimo Learning Inc. Your family’s accepted Ruvimo Family Service Agreement and specifically agreed purchase details govern your services. This summary does not replace them or change an existing purchase’s agreed terms retrospectively. Any rights or remedies required by applicable law remain available.

Cancelling or rescheduling a session

Give at least six hours’ notice before the scheduled start if the Student cannot attend. The session remains unused and available to reschedule, subject to tutor availability and its original expiry.
A cancellation with less than six hours’ notice is treated as a used session. There is no separate late-change fee.
Tutors wait up to 15 minutes after the scheduled start. If the Student does not join within that time and no prior communication is received, the session is treated as used. Late arrival does not extend the scheduled end time.
Ruvimo may approve an exception for illness, an emergency or another exceptional circumstance. Repeated last-minute cancellations may result in reassignment of the tutor’s reserved slot.

Rescheduling uses the existing session balance and retains the expiry of the session allocation being used. It does not create a new credit, a new one-year validity period or an automatic cash refund.

Cancelling or rescheduling an individual session does not, by itself, stop future split payments or subscription renewals. To stop those payments, use the Ruvimo Portal or contact your family representative.

If Ruvimo cannot provide a session

If the tutor cancels or fails to attend, the session is not counted as used. If technical problems attributable to the tutor or Ruvimo prevent delivery, the session remains available to reschedule without an additional class charge. A session disrupted by the Student’s internet or device issues is counted as used once 15 minutes of teaching have been completed.

For paid sessions Ruvimo cannot deliver, we will first offer a suitable replacement or rescheduling consistent with the agreed learning needs, session duration and availability. If a Ruvimo-caused failure prevents use before expiry, we will offer a reasonable extension without additional charge. If we cannot offer a suitable alternative within a reasonable time, we will refund the affected paid, unused sessions. Rejecting a suitable alternative does not, by itself, establish that Ruvimo cannot deliver the services.

Refunds

Payments are generally non-refundable once received, even if sessions have not yet been scheduled. Changes of mind, family scheduling conflicts and Student unavailability do not themselves entitle you to a refund.

Exceptions include the non-delivery remedies above, Ruvimo ending affected services other than for your material breach, an expressly agreed refund term, and applicable law. Management may approve other exceptions.

A refund for unused sessions is calculated proportionately using the price actually paid for their session allocation. We do not reprice sessions already delivered or collect an unpaid split-payment balance. Lawful payment-dispute rights remain available.

Refund requests are reviewed promptly. Approved refunds are processed within 10 working days of approval, or sooner where required by law. Your bank or payment provider may take additional time to post the credit.

Refunds are normally returned to the original payment method. If that is unavailable, we will arrange a verified alternative with the original payer.

Stopping future payments

You may stop future split payments or subscription renewals at any time through the Ruvimo Portal or your family representative, without an advance-notice period. Cancel before a charge is initiated; a charge already processing may not be stoppable, subject to applicable law.

Cancellation stops future charges and unprocessed retries. It does not automatically refund completed payments or extend session validity. Paid, valid sessions remain usable until their existing expiry. Stopping split payments creates no obligation to pay the remainder, cancellation fee or retrospective repricing. Unpaid session allocations do not become available.

Not attending sessions, requesting a tutor change or having a payment fail does not itself cancel an authorized payment arrangement. The Family Service Agreement’s seven-day notice for ending tutoring services does not apply to stopping future split payments or subscription renewals.

Session validity

Session-based plans paid upfront: purchased sessions expire one year from the plan’s recorded purchase date.
Split-payment plans: each successful payment makes its allocated sessions available for one year from the date of that payment. Each allocation has its own expiry. A later payment does not restart or extend the validity of sessions funded by an earlier payment.
Subscriptions: each purchased session allocation expires one year from its recorded purchase date. Buying another allocation does not extend earlier sessions or stop the subscription from renewing.

Sessions must be completed before expiry, subject to the remedies above, an agreed exception or applicable law. Rescheduling, changing tutors or stopping attendance does not automatically extend validity.

Contact

For requests or questions, contact your family representative or use the Ruvimo Portal. If you do not yet have Portal access, contact support@ruvimo.com.