We require full payment at least 24 hours in advance of any GMAT tutoring, unless alternate arrangements have been agreed upon. It is your responsibility to arrange payment with GMAT Genius. If payment has not been finalized at least 24 hours in advance of a scheduled session, that session is automatically cancelled and will need to be rescheduled only after your payment has been finalized.
Tutoring hours do not expire and can be used at any time. You can receive a full refund at any time, for any reason, for unused tutoring hours. There is no refund for used tutoring hours.
You can upgrade or downgrade your tutoring package at any time. After the first three change requests, we reserve the right to charge a $10 administrative fee each time you change packages, in order to defray administrative costs. If you purchased a tutoring package and want a refund for unused tutoring hours, you must first downgrade to a lower tutoring package as follows.
Downgrading tutoring packages: If you have exceeded the number of hours in a tutoring package, you must pay for the extra hours at the specified cost per extra hour for the package you are downgrading to. As an example, if you purchased the 20-hour tutoring package for $3,580 but have only used 12 hours of tutoring, you can downgrade to the 10-hour package and pay for the extra two hours. In this specific example, you will receive a refund of $1,312 (= $1,690 price difference in plans - $189 x 2 for extra hours).
Downgrading from a package to hourly tutoring: All tutoring hours that have been used must be paid for at the hourly tutoring cost. For example, if you purchased the 10-hour tutoring package for $1,890 but have only used 5 hours of tutoring, you can downgrade to hourly tutoring and pay for five hours. In this specific example, you will be refunded $895 (= $1,890 10-hour package - $199 x 5 hours for tutoring used).
Tutor Availability Policy
You can receive GMAT tutoring only if a GMAT Genius tutor is available. If a tutor is not available for a portion of the requested tutoring time, GMAT Genius will issue a pro-rated refund to compensate you for any unused hours.
Your tutor will provide as much notice as possible if he/she needs to reschedule your tutoring session. You can typically expect at least 48 hours advance notice. On rare occasion, an unexpected event beyond our control may cause your tutor to cancel your tutoring session on short notice. Such events include, but are not limited to, personal or close family member illness or injury, death in the family, auto or other accident, auto mechanical problems, traffic gridlock, police or government roadblock or restriction, severe weather, and natural disaster. For online tutoring, such events also include internet connectivity issues and other technical difficulties. In these situations, your tutor will do his/her best to reschedule the tutoring session for a time that is convenient to you. Alternately, you may request a refund for unused tutoring hours. Although we sincerely regret such situations, we maintain no liability other than refunds as per our normal refund policy.
Your tutor will strive to arrive on time for all of your tutoring sessions. On rare occasion, an unexpected event beyond our control (as described in the prior paragraph) may cause your tutor to arrive late. In such circumstances, you can expect your tutor to provide as much advance notice as possible of the late arrival. At your option, you can extend your tutoring session to allow the full amount of time scheduled or you can add the missed time to a subsequent tutoring session. If your tutor will arrive more than 30 minutes late, you may instead choose to reschedule the entire session for another time.
Cancellation / No-Show Policy
Please provide your tutor with as much advance notice as possible if you need to cancel or reschedule a tutoring appointment. You can e-mail your tutor for appointment cancellations with at least three days advance notice, but you should call or text message your tutor if you need to cancel on shorter notice or if you have not received timely confirmation back from your tutor.
A cancellation or rescheduling of a tutoring session, for any reason, must be done with at least 24 hours notice, or you forfeit one hour of tutoring time (i.e. your prepaid balance of tutoring time will be reduced by one hour). Furthermore, any cancellation with less than four hours advance notice prior to the tutoring appointment start time will result in a loss of 75% of the tutoring time of that session (i.e. the time will not be rescheduled and will be forfeited; minimum loss of one hour). Finally, any cancellation that occurs after the scheduled start time will be treated as a no-show. For a no-show, all the tutoring time for that scheduled session will be forfeited.
Late Arrival Policy
Since your tutor may have other commitments scheduled after your tutoring appointment, please ensure that you arrive at the scheduled meeting location on time, taking traffic conditions into account. Please also allow enough time to find the tutoring location, to park and walk to the location, and to do any necessary setup.
If you are running late for a tutoring appointment, please provide your tutor with as much advance notice as possible, by calling or texting on his/her cell phone. The starting time can be delayed and the session extended up to 5 minutes if you inform your tutor in advance (before the scheduled start time) that you are running late. Once this amount of time has elapsed, the clock starts for the tutoring session (i.e. your prepaid tutoring time will start to be used up).