Refund & Replacement Policy

01The principles behind this policy

Guardians pay us nothing, so a guardian's remedy is a replacement tutor rather than a refund. Tutors pay a single confirmation charge, so a tutor's remedy is a refund or a carry-forward of that charge.

We would rather fix the match than argue about money. In almost every case the fastest resolution is to tell the desk early — the guarantee windows below are generous precisely so that nobody has to wait and hope.

02Replacement guarantee for guardians

If a tutor introduced by Excellence Tutor stops attending, is persistently late, or simply is not the right fit, tell the desk and we will arrange a replacement free of charge.

• The guarantee runs for 30 days from the first paid class.
• It covers one replacement per confirmed tuition. Further replacements are at the desk's discretion and are usually granted where the reason is outside your control.
• There is no charge for the replacement, and no reduction in any service you receive.
• Raise the request by phone or through the contact form, quoting the tuition number.

Because guardians pay Excellence Tutor nothing, there is no money for us to refund. Salary already paid to the tutor for classes actually taught is a matter between you and the tutor.

03Refund of a tutor's confirmation charge

The confirmation charge is payable once a tuition is confirmed. If that tuition collapses shortly afterwards for reasons outside your control, you should not be out of pocket.

• Full refund — the guardian cancels before the first class takes place.
• Full carry-forward — the guardian cancels within 15 days of the first class for a reason unrelated to the tutor's performance or conduct. The charge is transferred in full to your next confirmed tuition.
• Partial carry-forward — the tuition ends between day 16 and day 30 for a reason unrelated to the tutor. Half the charge is carried forward.
• No refund — after 30 days, or where the tuition ended because the tutor stopped attending, behaved unprofessionally, or misrepresented their qualifications.

04What is not covered

• Any payment made to a number other than the official numbers published on our charges page. We cannot trace or refund a payment we never received.
• Any private arrangement made between a guardian and a tutor outside the platform.
• Disagreements about the monthly salary itself, which is agreed directly between the two parties.
• Academic outcomes. No tutor and no platform can guarantee an examination result.
• A tuition that ends because the tutor accepted a different tuition, or because the tutor stopped responding.

05How to make a claim

Claims are handled by the support desk, not automatically, because almost every case has context that matters.

• Contact the desk within 7 days of the tuition ending — by phone, WhatsApp or the contact form.
• Quote your reference number and the tuition number.
• Tell us briefly what happened and on what date the last class took place.
• For a refund of a confirmation charge, include the transaction ID of your original payment.

We acknowledge every claim within 2 working days and decide within 5 working days. If we need to speak to the other party first, we will tell you.

06How approved refunds are paid

• Refunds are sent back to the same bKash or Nagad number the payment came from.
• Approved refunds are sent within 7 working days of the decision.
• Mobile-wallet transfer charges, where they apply, are deducted from the refunded amount.
• A carry-forward is recorded against your account immediately and applied automatically to your next confirmed tuition.

07If you disagree with our decision

Reply to the decision message asking for a review and add anything you think we missed. A second member of the desk who was not involved in the original decision will look at it and respond within 5 working days.

If you remain unsatisfied, nothing in this policy limits your rights under the Consumer Rights Protection Act 2009 or any other applicable Bangladeshi law.

08Contacting us about a refund

Email support@excellencetutorbd.com with "Refund" and your reference number in the subject line, or call the desk on +880 1700-000000.