Cancellation Policy:

Scope & Applicability

This cancellation policy applies to all one-on-one tutoring sessions with any of our math physics tutors offered by S.T.E.M. Online. All tutoring is scheduled on a per-session basis, and by booking a session you agree to abide by the terms outlined below. Our goal is to accommodate our students while respecting our tutors' time, and this policy ensures clarity and fairness for both parties.

48-Hour Notice Requirement

To reschedule or cancel a tutoring session without penalty, we require at least 48 hours (2 days) advance notice before the session’s scheduled start time. Providing sufficient notice allows us to adjust schedules and potentially offer the slot to other students. Cancellations or rescheduling requests made more than 48 hours in advance can be done at no cost – you will receive a full refund of any pre-paid fees for that session, or the payment can be applied to a future session, as you prefer.

Rescheduling Sessions

If you need to reschedule a session, please inform us at least 48 hours ahead of time. Sessions rescheduled with proper notice will not incur any fee or penalty. We will do our best to find a new convenient time for your session, subject to tutor availability. Rescheduling a session is always preferable to last-minute cancellation, as it ensures you don’t lose the learning opportunity and our tutors can manage their calendars effectively.

Late Cancellations (Less than 48 Hours Notice)

We understand that unexpected situations can arise. However, cancellations made with less than 48 hours notice will result in only a partial refund of the session fee:

• Cancelling 24–48 hours before the session: Up to 50% of the session fee will be forfeited as a late cancellation charge. The remaining 50% of the paid fee will be refunded to you (or can be kept as credit for a future session).

• Cancelling less than 24 hours before the session: You will forfeit the entire session fee (no refund), as it is very difficult to fill that time slot on short notice. In such cases, at our discretion, the $40 no-show fee (see below) may still apply since a same-day cancellation is effectively a last-minute no-show.

These measures are in place because our tutors reserve their time for you. Late cancellations often mean the tutor cannot rebook that hour with another student.

Missed Sessions & No-Show Fee

If a student misses a session without any notice (a "no-show") or cancels on the same day as the session, a No-Show Fee of $40 will be charged. This fee is applied because the tutor has set aside the time and prepared for the lesson. In no-show situations, there is no refund for the session since the scheduled slot went unused. The $40 no-show charge will either be deducted from any pre-paid amount or invoiced separately (for pay-as-you-go clients).

Please note: Repeated no-shows or last-minute cancellations may result in the loss of priority scheduling or a requirement to pre-pay for future sessions.

Trial Lesson for New Students

We offer a one-time trial lesson for first-time students to experience our tutoring service. This initial trial session is provided at no cost (free) or at a special introductory rate. While the trial lesson is free of charge, we still ask that you respect our scheduling policies:

• If you need to cancel or reschedule your trial session, please give us 48 hours notice as well.

• If a trial lesson is missed without notice, we reserve the right not to offer a make-up trial session.

Our trial lesson policy ensures that new students get a risk-free introduction to our teaching approach, while also valuing our tutors’ time.

Emergencies and Exceptions

We understand that true emergencies or extenuating circumstances can occur. If you have to cancel a session on short notice due to an emergency (such as serious illness, accident, or a family emergency), please inform us as soon as possible. In genuine emergency cases, S.T.E.M. Online may waive fees or penalties at our discretion. (We may request appropriate documentation depending on the situation.) Our aim is to be fair and understanding, so please communicate with us if an unavoidable emergency arises.

How to Cancel or Reschedule

To cancel or reschedule a session, please contact us through one of the following methods:

• Email: Send a message to our support team at jason@stem1online.com.

• Phone/Text: Call or text us at 613 770 0369.

• Online Portal: If you booked through our online scheduling system, you can cancel or request a new time through that platform.

When contacting us, please include your name, the tutor’s name (if applicable), and the scheduled session date/time. We will respond to confirm the cancellation or arrange a new appointment. Remember: the 48-hour notice period is counted from the time you notify us, so timely communication is key.

Refund Processing

For any session that is canceled in compliance with this policy and is eligible for a refund (full or partial):

• Online Payments: Refunds will be processed back to the original payment method (credit card, PayPal, etc.) within approximately 5–10 business days.

• Credits: If you prefer, we can apply your refund amount as a credit toward future tutoring sessions instead of issuing a monetary refund.

• Prepaid Packages: If you purchased a package of sessions or a membership and wish to cancel the remaining sessions, we will provide a pro-rated refund for any unused sessions, minus any applicable discounts or fees as outlined in the package terms.

We are transparent with our billing. Any fees retained (such as a late cancellation or no-show charge) will be clearly explained and documented on your account or invoice.

Policy Updates

S.T.E.M. Online reserves the right to modify or update this cancellation policy at any time. Any changes will be communicated to students in writing (via email or posted on our website), and the most current version will apply to all future session bookings.

By scheduling a session with S.T.E.M. Online, you acknowledge that you have read and agree to this cancellation policy. We appreciate your understanding and cooperation – our aim is to provide both flexibility for students and respect for our tutors’ dedicated time.