Refund Policy
1. Our Commitment
At Tiwa, we are dedicated to providing high-quality online coaching services for NAATI, PTE, and IELTS. We strive to ensure every student is satisfied with their learning experience and achieves their desired outcomes.
2. Refund Policy
Due to the nature of our digital products and personalized coaching services, we generally do not offer refunds once a course package has been purchased and access has been granted.
- Immediate Course Access: Our courses provide immediate access to digital materials, video tutorials, and our online learning platform upon payment. Once this access is granted, the service is considered to have been provided.
- Personalized Services: Our packages include personalized, one-on-one sessions and expert feedback, which are valuable, non-refundable services that are scheduled and delivered based on your enrollment.
3. Exceptional Circumstances
In rare cases of exceptional circumstances, we may consider a refund request on a case-by-case basis. Such circumstances may include:
- Technical Issues: A documented, persistent technical issue on our end that prevented you from accessing the course and could not be resolved by our support team.
- Billing Errors: An error in the billing process, such as an accidental duplicate charge.
All refund requests for exceptional circumstances must be submitted in writing to our support team within 48 hours of the purchase. We reserve the right to approve or deny any refund request at our sole discretion.
4. Contact Us
If you believe you have a valid reason for a refund request based on the exceptional circumstances outlined above, please contact our support team at support@tiwa.com.au with the following information:
- Your full name and registered email address
- The date of your purchase
- A detailed explanation of the issue
- Any relevant supporting documentation or screenshots
