Refund & Cancellation Policy

1. Platform Role & Scope

Xpeak AI is a platform that facilitates tutoring services between students and independent tutors.

• Tutors are not employees of Xpeak AI
• Xpeak AI is not a party to the tutoring contract between student and tutor
• Xpeak AI manages payments, scheduling, credits, and dispute handling

This Policy applies to:

• Trial lessons
• Individual lesson bookings
• Lesson packages
• Subscription plans

2. Billing, Currency & Fees

2.1 Currency & Payment Processing

• Payments are processed in supported currencies shown at checkout
• Displayed local-currency prices may be indicative only
• Payments are processed by third-party payment providers

You are responsible for:

• Bank fees
• Foreign exchange fees
• International transaction charges

Xpeak AI is not responsible for such fees.

2.2 Platform & Processing Fees

Xpeak AI may charge:

• A student service or processing fee
• A tutor platform service fee

Fees (and applicable taxes) are clearly shown before purchase and are non-refundable, unless required by law.

3. Lesson Cancellation Rules

3.1 Student-Initiated Cancellations

If you cancel a lesson less than 24 hours before the scheduled start time, the lesson may be forfeited or subject to a cancellation fee. This rule exists to protect tutors' time and availability.

3.2 Tutor-Initiated Cancellations

If a tutor cancels a lesson:

• The lesson is fully returned to the student's balance or
• The student may request a refund or rebooking

Repeated tutor cancellations may affect tutor standing.

3.3 No-Shows

• Student no-show → lesson is considered completed and non-refundable
• Tutor no-show → lesson is refunded or re-credited to the student

4. Lesson Issues & Disputes

If you experience a lesson issue (e.g. severe technical problems, tutor misconduct):

• Report the issue within 7 days of the lesson
• Xpeak AI may review:
  • Lesson logs
  • Technical data
  • Recording (if available)

Outcomes may include:

• Lesson credit
• Partial refund
• Rebooking
• No refund (if lesson was substantially delivered)

All decisions are made in good faith and at Xpeak AI's reasonable discretion.

5. Trial Lessons

5.1 Trial Did Not Occur

If a trial lesson:

• Did not take place, or
• Was cancelled by the tutor, or
• Was severely disrupted

You may request:

• A new trial with another tutor or
• A refund of the trial lesson fee

Requests must be made within 14 days of purchase.

6. Lesson Packages & Subscriptions

6.1 Lesson Packages

• Lesson packages are non-refundable once used
• Unused lessons may expire according to the plan terms
• Expired lessons are not refundable

6.2 Subscriptions

• Subscriptions renew automatically unless cancelled
• You may cancel future renewals at any time
• Subscription fees already charged are non-refundable, unless required by law

7. Refund Requests

7.1 How to Request a Refund

To request a refund, contact:

help@xpeak.ai

Include:

• Lesson date and time
• Tutor name
• Reason for request

7.2 Processing Time

• Refund decisions are typically made within 14–30 days
• Refund timing depends on your payment provider

Refunds are issued to the original payment method only.

8. Chargebacks & Abuse

If you initiate a chargeback:

• Your account may be temporarily suspended
• You are responsible for chargeback-related fees

Abuse of refunds, cancellations, or disputes may result in:

• Loss of refund privileges
• Account suspension or termination

9. Account Inactivity & Termination

• Unused lesson balances may expire after prolonged inactivity
• If your account is terminated due to policy violations, no refunds will be issued for unused lessons or balances

10. Taxes

Where applicable:

• Taxes (VAT, GST, etc.) may be charged
• Tutors are responsible for their own tax obligations unless otherwise required by law

11. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Changes will be posted on our website and take effect upon publication.

12. Contact

If you have questions about this Policy:

help@xpeak.ai

Xpeak Lab Inc.
San Francisco, California, United States