Overview
We provide brand-neutral, education-only guidance. Plans change sometimes — this page sets out how to cancel, move a booking, or request a refund. Your statutory rights are preserved.
All times are in UK time. If you purchased via a third-party marketplace, that provider’s rules may apply.
Scope reminder: guidance only — you carry out the steps; we don’t operate your device and we don’t carry out hardware repairs.
UK cooling-off (14 days)
For most online purchases, consumers have 14 days from the day after purchase to cancel. If you cancel within 14 days and the service hasn’t started, we’ll issue a full refund.
Starting earlier: If you ask us to begin within the 14-day period, you agree the service starts immediately. If you then cancel within 14 days, we may deduct a fair amount for what’s already been provided (for example, a consultation and any written notes). Once the service is fully delivered, the cooling-off right no longer applies.
One-time session bookings
- Reschedule free with at least 12 hours’ notice (first change per booking). Further changes may include a small admin cost.
- Cancel ≥24 hours before the confirmed time: full refund.
- Cancel 12–24 hours before: 50% refund (or one free reschedule if not already used).
- Cancel <12 hours or no-show: normally not refundable. We’ll try a goodwill reschedule at our discretion if practical.
- No-show definition: if there’s no response within 10 minutes of the start time, the booking may be recorded as a no-show.
Plans (1-Month, 6-Month, Annual, Lifetime, Teams)
- Within 14 days and no sessions used: full refund.
- Within 14 days and some sessions used: pro-rata refund based on the portion delivered (using our one-time session rate at purchase) plus any materials already provided.
- After 14 days:
- 1-Month plan: non-refundable after use begins. Remaining time within the month can be transferred to a member of your household or team.
- 6-Month / Annual (prepay): non-refundable after the cooling-off period. You may transfer unused consultations to another named user in your household/small office.
- Lifetime: refundable only within the cooling-off period and only if unused.
- Teams: same rules as above; named user substitutions allowed by email request.
How to cancel or move a booking
Email info@nexsolutionsservices.com with your name, order ID (or checkout email), and whether you’d like to cancel or reschedule. We’ll confirm a new slot or process the cancellation.
Refund method & timing
- Refunds are made to the original payment method.
- Once approved, we process within 2 business days. Your bank or card provider may take 5–10 business days to display the funds.
- If a payment was made in error, contact us promptly so we can review and correct it.
When refunds may not apply
- Where a session has been fully delivered within the 14-day period at your request.
- Where repeated short-notice cancellations or no-shows occur.
- Where there’s misuse of the service or a breach of our Terms & Conditions.
We aim to be fair and will consider reasonable evidence (for example, outages or emergencies).
If we need to cancel
Very rarely, we may need to cancel or move a session (e.g., tutor illness or technical issues). We’ll offer a prompt reschedule. If we can’t provide a suitable time, you can request a full refund for the affected booking.
Contact
- Email: info@nexsolutionsservices.com
- UK helpline: +44-808 531 0585
- Registered office (India): Nex Solutions, A2, Khasra Number 1708, Baba Mohalla, Aya Nagar, New Delhi, South Delhi, Delhi – 110047
If you’re unhappy with the outcome, see our Complaints & Dispute Resolution page for escalation steps.