Overview
We offer brand-neutral, education-only guidance. If plans change, you can cancel or reschedule within the timeframes below. These terms apply to one-off sessions and to our plans. Your statutory rights are not affected.
Times are in UK time. If you purchased through a third-party marketplace, that provider’s refund rules may apply.
UK cooling-off (14 days)
Consumers who buy online usually have 14 days to cancel from the day after purchase. If you cancel within 14 days and the service has not started, we will provide a full refund.
Starting sooner: If you ask us to begin within the 14-day period, you agree that the service starts immediately. If you then cancel within 14 days, we may deduct a proportionate amount for the work already supplied. If the service has been fully performed (for example, the session and notes are delivered), the cooling-off right no longer applies.
One-time session bookings
- Reschedule free with at least 12 hours’ notice (first reschedule per booking). Further changes may incur a small admin cost.
- Cancel ≥24 hours before the confirmed time: full refund.
- Cancel 12–24 hours before: 50% refund (or free reschedule once, if not already used).
- Cancel <12 hours or no-show: normally not refundable. We will try to accommodate a goodwill reschedule at our discretion where possible.
- No-show definition: if there is no response within 10 minutes of the start time, the booking may be marked as a no-show.
Plans (1-Month, 6-Month, Annual, Lifetime, Teams)
- Within 14 days and no sessions used: full refund.
- Within 14 days and some sessions used: pro-rata refund based on the portion delivered (using our one-time session rate at the time of purchase) plus any materials already provided.
- After 14 days:
- 1-Month plan: non-refundable after use begins, but remaining sessions within the month can be transferred to a member of your household or team.
- 6-Month / Annual prepay: non-refundable after the cooling-off period. You may transfer unused consultations to another named user in your household/small office.
- Lifetime: refundable only within the cooling-off period and only if unused.
- Teams: follows the same rules; substitutions of named users are allowed by email request.
How to cancel or reschedule
Email support@nexsolutionsservices.com with your name, order ID (or email used at checkout), and whether you want to cancel or reschedule. We’ll reply with the next available slot or confirmation of cancellation.
Refund method & timing
- Refunds are made to the original payment method.
- Once approved, we process within 2 business days. Your bank or card provider may take 5–10 business days to show the funds.
- If a payment was made in error, contact us promptly so we can investigate and correct it.
When refunds may not apply
- Where a session has been fully delivered within the cooling-off period at your request.
- Where repeated short-notice cancellations or no-shows occur.
- Where misuse of the service or breach of our Terms & Conditions is identified.
We always aim to be fair and will consider reasonable evidence (for example, connectivity outages or emergencies).
If we need to cancel
Very rarely, we may need to cancel or move a session (e.g., tutor illness or technical issues). We will offer a prompt reschedule. If we cannot provide a suitable time, you can request a full refund for the affected booking.
Contact
- Email: support@nexsolutionsservices.com
- UK helpline: +44-808 531 0585
- Registered office (India): Nex Solutions, A2, Khasra Number 1708, Baba Mohalla, Aya Nagar, New Delhi, South Delhi, Delhi – 110047
If you’re unhappy with the outcome, see our Complaints & Dispute Resolution page for escalation steps.