Return & Refund Policy

Last Updated: November 28, 2025

1. Scope of This Policy

This Return & Refund Policy explains how refunds and cancellations are handled for language tutoring services purchased from Custommyspecial. Because our services are delivered digitally through scheduled live sessions, this policy differs from return policies for physical products.

2. Session Packages and Single Lessons

When you purchase a plan or individual lesson, you are reserving time with a tutor and access to our platform. All bookings are subject to tutor availability and our Terms of Use. This policy should be read together with the cancellation rules described in our Terms of Use.

3. Cancellations by Students

Sessions may be cancelled or rescheduled without penalty if you notify us at least 24 hours before the scheduled start time.
Cancellations made less than 24 hours in advance, or failure to attend a session (a “no-show”), may result in the session being counted as used and not eligible for a refund.
To cancel or reschedule, please use the communication methods specified when you booked the session or contact our support team.

4. Cancellations by Tutors or the Platform

If a tutor or Custommyspecial must cancel a scheduled session, we will make reasonable efforts to notify you as soon as possible and offer one of the following options:

Rescheduling the session for a new time that works for you.
Assigning a different qualified tutor for the same session, with your agreement.
Issuing a credit or refund for the affected session if rescheduling is not possible.

5. Refunds for Unused Sessions

We understand that circumstances can change. In some cases, you may request a refund for fully unused or partially used packages:

Refund requests are evaluated on a case-by-case basis, taking into account the number of sessions used and the time elapsed since purchase.
Where a refund is approved, it will typically be limited to the value of unused sessions, less any applicable fees charged by payment providers.
Refunds are usually processed to the original payment method within a reasonable timeframe after approval, depending on your bank or provider.

6. Quality Concerns and Service Issues

If you believe that a session did not meet reasonable quality standards or there was a technical issue preventing proper delivery of the lesson, please contact us promptly with details. We may:

Review the situation and gather additional information from you and the tutor.
Offer an additional session, reschedule with a different tutor, or provide another appropriate remedy.
Issue a partial or full refund where justified and in line with our Terms of Use.

We aim to address complaints fairly and transparently, but we do not guarantee specific learning outcomes or exam results.

7. Non-Refundable Situations

In order to maintain fairness for tutors and other students, certain situations are generally not eligible for a refund, including:

Sessions missed without prior notice (no-shows), unless there are documented exceptional circumstances.
Requests submitted long after the completion of a package or defined usage period.
Cases where you are dissatisfied with learning progress but sessions were delivered as described.

8. Promotional Offers and Discounts

Special offers, discounted packages, and promotional codes may be subject to additional terms communicated at the time of purchase. In some cases, such offers may be non-refundable or only partially refundable. Any specific conditions will be clearly stated together with the promotion.

9. How to Request a Refund or Raise an Issue

To request a refund or raise a concern about a session, please contact our support team and provide:

Your full name and contact details.
Details of the purchase (such as date, plan name, and payment reference if available).
Session dates and a brief explanation of your request.

We may request additional information to verify your identity and better understand the situation.

10. Compliance with Applicable Laws

This Return & Refund Policy is intended to be consistent with applicable consumer protection and digital services laws. If local laws provide you with mandatory rights that differ from this policy, we will apply the rights that are more protective of you, as required.

11. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our services or legal requirements. The latest version will always be available on this page with an updated revision date. We encourage you to review it periodically.

12. Contact Us

If you have questions about this Return & Refund Policy or need assistance with a specific request, please contact us at:

Custommyspecial
15 Maiden Ln suite 308
New York, NY 10038
United States
Phone: +1 800 419 4601
Email: help@custommyspecial.world

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