Refunds and Cancellations Policy

Effective Date: 28 August 2025

Our Commitment to Fair Cancellations

Miss ICT is committed to providing flexible and fair cancellation and refund arrangements that support the diverse needs of our learners and their families. This policy applies to all tutoring services, coding clubs, and educational programmes offered by Miss ICT.

Cancellation Notice Periods

Individual Tutoring Sessions (1:1)

24 hours or more notice:

Full refund or rescheduling available at no charge

Less than 24 hours notice:

Session fee retained

No show without notice:

Full session fee retained

Group Sessions and Coding Clubs

48 hours or more notice:

Full refund or transfer to alternative session

24-48 hours notice:

Full refund or transfer to alternative session

Less than 24 hours notice:

Full session fee retained

No show without notice:

No refund available

Block Bookings and Course Packages

Before course commencement:

Full refund minus 5% administrative fee

Within first two sessions:

80% refund of remaining sessions

After two sessions completed:

Refunds calculated on pro-rata basis for unused sessions, subject to 48-hour notice period

Emergency and Exceptional Circumstances

Illness and Medical Emergencies

We recognise that learners with SEN and EHCP needs may experience unexpected health challenges. In cases of:

  • • Sudden illness of the learner
  • • Family emergency
  • • Mental health crisis
  • • Sensory overload or anxiety episodes

Full refunds or rescheduling will be provided regardless of notice period

Technical Difficulties

Miss ICT technical issues:

Full refund or complimentary rescheduling

Student technical issues:

Reasonable efforts will be made to resolve during session; partial refund or rescheduling may apply if session cannot continue

EHCP and Local Authority Funded Sessions

LA-Funded Provisions

  • • Cancellations must be communicated to both Miss ICT and the funding Local Authority
  • • Refund arrangements subject to individual funding agreement terms
  • • Emergency provisions apply with appropriate documentation

Payment Recovery

Where sessions are funded by third parties, any refunds will be processed directly to the original funding source unless alternative arrangements are specified in writing.

How to Cancel or Request Refunds

Cancellation Methods

Cancellations must be submitted via:

  • • Email to: learn@missict.com
  • • Through the student portal (where applicable)
  • • Text message to designated contact number (emergency only)

Required Information

All cancellation requests must include:

  • • Student name and booking reference
  • • Date and time of session(s) to be cancelled
  • • Reason for cancellation (if requesting emergency consideration)
  • • Preferred resolution (refund, credit, or reschedule)

Refund Processing

Processing Timeframes

Credit card/debit card payments:

5-10 working days

Bank transfers:

3-5 working days

Invoice payments:

Next available payment run (typically within 14 days)

Payment Method

Refunds will be processed using the same payment method as the original transaction unless alternative arrangements are agreed in writing.

Course Materials and Resources

Digital Resources

  • • Access to digital learning materials expires 30 days after course completion or cancellation
  • • Downloadable resources remain available to students who have completed at least 50% of their booked sessions
  • • Cancelled courses: access withdrawn immediately, no retention rights

Physical Materials

Where physical materials have been dispatched, their cost may be deducted from any refund unless returned within 14 days in original condition.

Cooling-Off Period

Distance Selling Rights

For new customers, a 14-day cooling-off period applies from the date of booking confirmation. During this period, full refunds are available for any reason, provided no services have been delivered.

Waiver of Rights

By attending a scheduled session, you waive your right to the cooling-off period for that specific service.

Disputes and Appeals

Internal Process

Refund disputes should first be raised with Miss ICT via email to dee@missict.com, including:

  • • Detailed explanation of the dispute
  • • Supporting evidence
  • • Desired resolution

We aim to respond to all disputes within 5 working days.

External Resolution

If internal resolution is not achieved, customers may pursue alternative dispute resolution through:

Citizens Advice

Consumer mediation

Small Claims Court

For disputes over £100

Trading Standards

For potential breaches of consumer law

Contact Information

Miss ICT

Specific Concerns

Company Information

Company Registration:

Miss ICT

Proprietor:

Duygu Cella

Professional Indemnity Insurance:

Maintained in accordance with industry standards

Teaching Qualification:

Qualified Teacher Status (QTS) maintained

Last Updated: 28 August 2025

Governing Law: This policy is governed by the laws of England and Wales

This policy forms part of our Terms and Conditions of service

← Back to main site | Privacy Policy | Safeguarding Policy