Tivaron Study — Records and Legal

Refund Policy

Effective date: 14 July 2026  ·  Cancellations, rescheduling and the return of fees

Everything we sell is made, not stocked: a program is drawn for one learner, a workbook is written for one topic, a session is held at one hour that cannot be used twice. This Policy sets out plainly when a fee is returned, when it is returned in part, and when it is not. It applies to every service listed on this website and forms part of our Terms of Service.

1. The principle

You pay for work. Where we have not yet done the work, you get your money back. Where we have done it, we keep the fee for what was done and return the rest. Where the fault is ours — a session we could not hold, material that does not match the scope we confirmed in writing — you are not out of pocket.

2. Interactive knowledge sessions

• Cancellation more than 24 hours before the session: full refund, or free rescheduling, at your choice.
• Cancellation less than 24 hours before the session: the session is treated as held and is not refundable. One goodwill reschedule may be offered where the reason is documented illness or an emergency.
• Non-attendance without notice: the session is treated as held and is not refundable.
• Session cancelled by Tivaron Study: full refund of that session, or an alternative time, at your choice.
• Technical failure on our side that prevents the session from being held: the session is rescheduled at no cost, or refunded in full.
• Technical failure on the learner's side: where a session cannot proceed because of the learner's connection or device, we hold the time for 15 minutes and then treat the session as held. As a courtesy, the first such occurrence in any engagement is rescheduled without charge.
• Prepaid courses of sessions: unused sessions are refunded at the standard single-session rate, and sessions already held are charged at the standard single-session rate rather than the discounted course rate.

3. Guided skills learning programs

• Before design work begins: full refund.
• After the structure has been agreed but before the program is delivered: refund of the fee less the work already carried out, which is ordinarily 30 percent of the program fee.
• After delivery of the program: because the program is a written work that cannot be returned once it has been read, the fee is not refundable, except under clause 6.
• Sequenced learning tracks: the delivered stages are charged; the stages not yet designed are refunded in full.

4. Educational workbook and resource creation

• Before writing begins: full refund.
• After the outline has been approved but before the draft is delivered: refund of the fee less 40 percent, representing research and structuring already performed.
• After the draft has been delivered: the fee is not refundable, but the included round of revision remains available to you within the agreed scope.
• Where the delivered material departs from the scope we confirmed in writing: we correct it at no cost. If, after correction, it still does not match the confirmed scope, the fee is refunded in full.

5. Learning progress support

• Individual study plans: refundable in full before drafting begins; not refundable once the written plan has been delivered.
• Monthly progress support: may be ended at any time with effect from the following month. The current month is not refunded once support for that month has begun, and no charge is made for months not yet started.
• Review and self-assessment sets: refundable in full before preparation begins; not refundable after delivery, except under clause 6.

6. Quality claims

If you believe the material you received does not correspond to the scope confirmed in writing — a topic not covered, a level of depth not matched, an agreed component missing — write to us within 14 days of delivery and describe the discrepancy specifically. We will review the confirmed scope against the delivered material and, at your election: correct or complete the material at no cost, or refund the portion of the fee that relates to the part that was not delivered as agreed. Where the discrepancy affects the material as a whole, the entire fee is refunded.

A quality claim is not the same as a change of mind about the subject, the level or the direction of study after delivery. Those are treated as a new scope of work under our Terms of Service.

7. What is never refundable

• Sessions that were held, in whole or in part, including sessions cut short by the participant.
• Material delivered as agreed, where the learner subsequently decides not to study it.
• Fees withheld where an agreement was terminated for abusive conduct or for unauthorised distribution of our material, as set out in our Terms of Service.
• Bank or payment-provider charges incurred in making or returning a payment.

8. No guarantee of outcome

Refunds are not available on the ground that a learning outcome was not achieved. We prepare material and guide study; we cannot guarantee an examination result, an admission, a promotion, or any other outcome, and results depend on the work the learner actually carries out. This is stated in our Terms of Service and in our Educational Disclaimer, and it is repeated here so that no one is surprised by it.

9. How to request a refund

1. Write to our records and legal correspondence line, or to the line for the service concerned, using the addresses below.
2. State your name, the service, the date of payment, and the reason for the request.
3. Attach the written confirmation of scope if you have it, and, for a quality claim, describe the discrepancy point by point.

We acknowledge every request within 3 working days and decide it within 10 working days of receiving the information we need. Approved refunds are returned to the original payment method within 5 to 10 working days of the decision. Timing after that point depends on your bank or card issuer and is outside our control.

10. Chargebacks

If you disagree with a decision, please raise it with us first. Opening a chargeback before we have had the chance to answer usually delays matters: the payment provider freezes the transaction while it investigates, and we cannot refund what has been frozen. We keep records of every confirmed scope, delivery and session, and we will provide them to the provider.

11. Changes to this Policy

We may update this Policy. The version in force at the moment your scope of work was confirmed in writing governs that engagement, regardless of any later amendment.

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