Refund & Cancellation Policy

About this policy

This policy explains when a lesson or subscription payment on EduVixa is eligible for a refund, and how much notice you need to give to cancel a lesson without losing what you paid. It applies to all learners and guardians booking trial lessons or subscribing to ongoing lessons through the Platform, which is operated by EDUVIXA NIGERIA LTD. It forms part of our Terms & Conditions. Where a guardian books for a child, the guardian is the customer and the refund goes to the guardian’s payment method.

Cancelling a trial lesson

You can cancel a booked trial lesson at any time from your dashboard. What happens next depends on how much notice you give:

• 24+ hours before the lesson: you receive a full refund, and any promo code or referral credit used on that booking is returned to you automatically.
• Less than 24 hours before the lesson: the booking is cancelled, but it is not eligible for a refund — the tutor had already reserved that time for you.

The current notice window is configured by EduVixa and shown to you before you confirm any cancellation, so you always know the outcome before you commit to it.

If your tutor doesn’t show up

If a tutor misses a scheduled lesson without notice, you’re entitled to a full refund or a free replacement lesson — your choice. Raise this from the lesson’s page within 48 hours and our team will resolve it, typically without needing further back-and-forth.

Subscriptions

Subscriptions renew automatically each billing cycle and can be paused, downgraded, or cancelled at any time from your dashboard — cancelling stops future billing but does not retroactively refund the current cycle, since lesson credits for that cycle remain usable until it ends. If a technical issue on our side prevents you from using a cycle you were charged for, contact support and we’ll make it right.

Lesson quality disputes

If a completed lesson didn’t meet a reasonable standard, you can open a dispute from that lesson within 7 days. Our team reviews the details from both sides and may issue a full refund, a partial refund, or a credit toward a future lesson, depending on what happened. We aim to resolve every dispute within 5 business days.

Safety concerns

If you cancel or stop a lesson because of a safety or conduct concern, please report it straight away through the lesson page or Support (see our Safeguarding Policy). Safety reports are handled with priority, and we will consider a refund or credit for affected lessons even if the usual time limits above have passed.

How refunds are paid

Approved refunds are returned to your original payment method and typically appear within 5–10 business days, depending on your bank or card provider’s own processing times, which are outside our control. Refunds are made in the currency you were charged; any currency-conversion difference or bank fee applied by your bank or card provider is outside our control. Promo codes and referral credits have no cash value and are returned as credit, not cash.

Your statutory rights

This policy does not limit any right you have as a consumer under applicable law, including the Federal Competition and Consumer Protection Act 2018 of Nigeria. If a lesson or service is not provided with reasonable care and skill, or is not as described, you may be entitled to a remedy whatever this policy says.

Chargebacks

If you think a charge is wrong, please contact us first so we can look into it and, where appropriate, refund you quickly. Contacting your bank first can slow things down for both of us.

Questions about a specific charge

If anything here doesn’t match what you’re seeing on a booking, our Support team can look at the specific transaction with you, or you can email support@eduvixa.com. If we can’t settle it, see the dispute section of the Terms & Conditions.