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Refund Policy

Refund Policy – PilotPrep Pro

Last updated: 24/04/26

This Refund Policy explains when and how customers of PilotPrep Pro (“we”, “us”, “our”) may be eligible for a refund for tuition services and digital or physical learning materials. It should be read together with our Terms & Conditions and Privacy Policy.

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1. General Principles

1.1 We aim to deliver high‑quality tuition and learning materials. If you are dissatisfied, we encourage you to contact us promptly so we can understand the issue and try to resolve it.
1.2 Refunds are handled in accordance with this policy and applicable consumer protection laws in the European Union, including any mandatory rights you may have as a consumer.

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2. Refunds for Tuition Sessions

2.1 Individual Sessions

2.1.1 If you cancel or reschedule an individual session at least 24 hours before the scheduled start time, you will usually be entitled to:

  • a full refund of the session fee, or

  • a credit or rescheduled session of equal value, as agreed with us.

2.1.2 If you cancel less than 24 hours before the session start time, arrive late, or do not attend, the session will be charged in full and no refund may be due, unless we agree otherwise at our discretion or are required to do so by law.

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2.2 Block Bookings

2.2.1 A Block Booking is a pre‑paid package of multiple sessions to be used within a specified validity period (normally 6 months from purchase unless otherwise agreed in writing).
2.2.2 If you request a refund before any sessions within the Block Booking have been used and within any applicable statutory withdrawal period, you may be entitled to a full or partial refund, subject to any discounts applied and legal requirements.
2.2.3 If you have already used some sessions, any refund will usually be limited to the unused portion of the Block Booking, calculated at the rate actually paid, less any discounts or promotions applied, and subject to any minimum commitment stated at the time of purchase.
2.2.4 If the Block Booking has expired and sessions remain unused, refunds are generally not available unless required by law or explicitly agreed by us in writing.

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3. EU Withdrawal Rights for Services

3.1 If you are a consumer in the EU and you purchase our services online or at a distance, you may have a statutory 14‑day right to withdraw from the contract without giving any reason, subject to the conditions below.
3.2 When you book a session or Block Booking to start within the 14‑day period, you expressly request that we begin providing the service before the end of that period. You acknowledge that:

  • once a session has been fully delivered, you lose your right of withdrawal for that session; and

  • if you withdraw after we have partially performed the contract, we may deduct a proportionate amount for the services already provided.
    3.3 To exercise your statutory right of withdrawal (where applicable), you must clearly inform us in writing (for example by email) within 14 days of the contract being concluded. We will confirm receipt and explain any amounts due or refundable.

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4. Refunds for Digital Products

4.1 Digital products include notes, question banks, recordings, and other materials delivered electronically (e.g., by download or online access).
4.2 In many cases, once you have requested or accepted immediate access to digital content, and we have provided that access as agreed, your statutory withdrawal right may be lost. This will be explained at or before the point of purchase as required by law.
4.3 Unless otherwise required by law or expressly stated by us, digital products are non‑refundable once access has been granted and the content has been made available in line with our description.
4.4 If digital content is defective or not as described, we will investigate and may offer a repair, replacement, or refund as appropriate under applicable consumer protection rules.

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5. Refunds for Physical Products

5.1 Physical products may include printed notes or other materials that are shipped to you.
5.2 If you are an EU consumer and purchase physical goods at a distance, you may have a 14‑day right of withdrawal, except for personalised or customised items, in line with applicable consumer law.
5.3 To exercise this right, you must notify us within 14 days of receiving the goods and return them in suitable condition within a reasonable time, following our return instructions. Unless the goods are faulty, you may be responsible for return shipping costs.
5.4 If an item is damaged, faulty, or not as described, please contact us promptly with details and, where possible, photographs. We will work with you to repair, replace, or refund the product as required by law.

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6. How Refunds Are Processed

6.1 Where a refund is approved, we will issue it using the original payment method wherever possible, unless agreed otherwise.
6.2 We aim to process refunds within a reasonable period and, in any case, within the time limits required by applicable law once we have all necessary information (and, where relevant, have received any returned goods).
6.3 Bank processing times and currency conversion are outside our control and may affect when you see the funds in your account.

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7. Non‑Refundable Situations

Subject always to your statutory rights, refunds are generally not available in the following situations:

  • You cancel a session less than 24 hours before the scheduled start time, arrive late, or do not attend, and no alternative arrangement has been agreed.

  • You request a refund for a Block Booking after the validity period has expired, unless required by law or agreed by us in writing.

  • You request a refund for digital content after access has been granted and you have agreed to immediate delivery with a waiver of the withdrawal right, except where the content is defective or not as described.

  • You request a refund that falls outside any specific guarantee or promotion and there is no legal basis or prior agreement for a refund.

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8. How to Request a Refund or Raise a Concern

8.1 To request a refund, exercise a withdrawal right, or raise a concern about a payment, please contact us with:

  • Your full name and contact details

  • Details of your booking or purchase (date, product/service, amount)

  • The reason for your request and any supporting information

8.2 You can contact us at:

8.3 We will review your request in line with this policy and applicable law and respond within a reasonable timeframe.

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9. Changes to This Refund Policy

9.1 We may update this Refund Policy from time to time, for example to reflect changes in our services, pricing structures, or legal requirements.
9.2 Any changes will be published on our website with an updated “Last updated” date. For significant changes, we may also notify you by email or via our platform, where appropriate. Continued use of our services after changes take effect will constitute your acceptance of the updated policy

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