Refund and Cancellation Policy

1. Policy Scope & Principle

FIHRI EDUCATION LIMITED (斐瑞教育有限公司, “Fihri”) strives to provide the highest standard of academic mentoring and institutional instruction. Because our mentors and workshop trainers reserve dedicated time slots and prepare individualized curricula in advance, this Refund and Cancellation Policy establishes fair, transparent, and predictable guidelines for session scheduling, cancellations, and fee adjustments.

2. 1-to-1 Private Tutoring Rescheduling & Cancellation

• Standard Rescheduling Notice (24 Hours): Parents and students may reschedule a scheduled 1-to-1 tutoring session without penalty by providing written notice (via WhatsApp or email to the designated coordinator) at least 24 hours prior to the scheduled start time. The session must be rescheduled within 30 days.
• Late Cancellation (<24 Hours): Cancellations notified fewer than 24 hours prior to the session start time, or student no-shows, will be charged in full. The corresponding hourly fee or package deduction will apply to compensate the assigned mentor for reserved time and travel planning.
• Documented Medical Emergency: In the event of acute illness or medical emergency supported by a recognized medical practitioner's certificate submitted within 48 hours, the session fee will be credited towards a mutually agreed makeup lesson without deduction.

3. Diagnostic Assessment Sessions

Diagnostic assessment sessions (typically 60 minutes) involve preliminary syllabus gap evaluation, written diagnostic reporting, and mentor matching.

• Diagnostic bookings may be rescheduled once with at least 24 hours prior written notice.
• Diagnostic sessions are non-refundable once the assessment session has commenced or the written diagnostic report has been delivered.

4. Pre-Paid Tuition Packages & Validity

• Package Validity: Pre-paid lesson packages (e.g. 10-hour or 20-hour allocations) must be completed within six (6) months from the date of purchase, unless an extended validity period is confirmed in writing. Unused hours expire after this period.
• Package Termination & Prorated Refunds: Where a family requests early package termination due to unforeseen permanent overseas relocation or prolonged medical inability, Fihri will refund remaining unused hours on a prorated basis, calculated using the standard single-hour base rate (reversing any multi-hour package discount), subject to a 10% administrative processing fee.
• Non-Transferability: Tuition packages are tailored to individual learners and cannot be transferred to third parties without prior written approval.

5. School Institutional Workshop Programmes

School STEM, AI, and robotics programmes are governed by specific institutional procurement quotations and service schedules.

• Hardware Procurement: Where a school programme includes optional permanent hardware retention packages (e.g. ELECFREAKS Cutebot PRO, HuskyLens cameras, micro:bit microcontrollers), hardware costs committed or acquired specifically for the school order are non-refundable once ordered.
• Institutional Workshop Cancellation: School cancellation terms, milestone deposits, and postponement windows are governed exclusively by the terms specified in the formal school quotation and procurement agreement.

6. Adverse Weather Protocol (Typhoon 8 & Black Rain)

7. Refund Request Procedure & Dispute Resolution

To submit a formal refund request, please email our finance team at shazeb@fihrieducation.com with the student's name, invoice number, and explanation. Approved refunds are processed via the original payment method (bank transfer or credit card) within 14 business days.