Statutory rights
Nothing in this policy restricts rights provided by law. Qualifying distance or off-premises contracts may have a 14-day cancellation period. If a family expressly asks for a service to begin during that period, a fair amount may be charged for services already provided.
When Synergy cancels
If Synergy cancels a lesson or service, the family will normally be offered a suitable replacement or a refund for the affected service.
Student cancellations
- At least 48 hours’ notice: one reschedule or account credit may be offered, subject to availability
- Less than 48 hours’ notice or non-attendance: the session is normally charged
- Evidence of a serious illness or emergency may be considered fairly
Withdrawal from a programme
For a prepaid programme, any refund will normally be based on the unused future portion after deducting services already delivered and any reasonable, disclosed non-recoverable costs. Synergy should provide an itemised calculation.
Digital resources
Where immediate access to digital content is supplied, cancellation rights may be affected only where the required information and consent have been provided.
Requesting a refund
Provide the student name, programme, invoice or payment reference, reason for the request and suitable contact details. Synergy aims to acknowledge the request within three working days. An agreed refund will normally be returned to the original payment method within 14 days.