Refund Policy

Our Session and Credential Support Refund Policy sets out the terms, conditions and procedures of refund requests by Learners for Sessions or Credential Support offered by Mentors.

If a Learner is unsatisfied with the delivery, advice, guidance or information received from a Mentor during a Session or Credential Support, they may request a refund of the Fee paid in respect of such Session or Credential Support in accordance with the instructions provided on the Leapfrog Platform from time to time (a "Refund Request").

The Mentor acknowledges that a Learner may be entitled to a refund of the Fee if the delivery, advice, guidance or information provided by them during a Session or Credential Support is not of satisfactory quality. The Mentor will be fully liable for such a refund and shall adhere to all refund terms and conditions set out in this Policy.

A Refund Request may only be made by:

Users who are aged 18 years and over; and
individual Users who are using the Leapfrog Platform as a natural person and a consumer, and not any business Users. No Refund Requests from groups, clubs, businesses or organisations will be honoured.

To make a Refund Request, the Learner must submit a claim to us within 7 days of having attended the Session or received the Credential Support either:

submitting the request with the required information via the Learners' Corner on the Leapfrog Platform; or
by sending us an email containing details of the time and date that the Session or Credential Support took place, the relevant Mentor who was supposed to participate in the Session or Credential Support, and a reasonably detailed explanation of why the delivery, advice, guidance or information provided in the Session or Credential Support was not satisfactory.

Incomplete, illegible, misdirected or late claims will not be accepted, and it is the responsibility of the User to provide correct, up-to-date details when submitting their claim. We cannot be held responsible for participants failing to supply accurate information which affects their claim.

If we reasonably suspect that a Learner has breached any part of these Terms, their Refund Requests shall be rejected. Leapfrog reserves the right to review Refund Requests and shall have full autonomy over the deliberation and outcome of Refund Requests.

Session-Specific Clauses

Rescheduling

A Mentor or Learner may reschedule a Session more than 24 hours before the Session's scheduled starting time with no penalty. A Mentor or Learner cannot reschedule a Session within 24 hours before the Session's scheduled starting time.

Cancellations

The Mentor may cancel a Session more than 24 hours before the Session's scheduled starting time with the Fee automatically refunded to the Learner. In such a case, the Mentor is not liable for paying Leapfrog the corresponding Commission.

If the Mentor cancels a Session within 24 hours before the Session's scheduled starting time, the Mentor shall forfeit 100% of the Fee. The Learner shall receive this forfeited amount after a successful Refund Request. The Mentor shall be liable for paying Leapfrog the Commission of the total Fee plus any transaction fee charged by third-party payment providers due to the refund.

The Learner may cancel a Session more than 24 hours before the Session's scheduled starting time with the Fee automatically refunded to the Learner.

If the Learner cancels a Session within 24 hours before the Session's scheduled starting time, the Learner shall forfeit 100% of the Fee paid to the Mentor. The Mentor shall be liable for paying Leapfrog the Commission of the total Fee.

Session Attendance

If the Mentor fails to complete 80% of a Session's duration without consent from all participating Learners, the Mentor shall forfeit 50% of the Fee. The Learner shall receive this forfeited amount after a successful Refund Request. The Mentor shall be liable for paying Leapfrog the Commission of the total Fee plus any transaction fee charged by third-party payment providers due to the refund.

If the Mentor fails to complete 50% of a Session's duration, this will be counted as a missed Session and the Mentor shall forfeit 100% of the Fee. The Learner shall receive this forfeited amount after a successful Refund Request. The Mentor shall be liable for paying Leapfrog the Commission of the total Fee plus any transaction fee charged by third-party payment providers due to the refund.

If the Learner fails to attend a Session, they are not entitled to any refund of the Fee.

Unsatisfactory Sessions

If a Learner is unsatisfied with the delivery, advice, guidance or information received from a Mentor during a Session, they may request a refund. Leapfrog shall submit this Refund Request to the corresponding Mentor in case of disputes.

If the Mentor disputes the Refund Request, Leapfrog reserves the right to determine the outcome of the Refund Request.

If the Mentor does not dispute the Refund Request, the Mentor shall forfeit 50% of the Fee. The Learner shall receive this forfeited amount after a successful Refund Request. The Mentor shall be liable for paying Leapfrog the Commission of the total Fee plus any transaction fee charged by third-party payment providers due to the refund.

Unprofessional Behaviour

If a Mentor's behaviour during a Session is deemed to have violated Leapfrog's Mentor Code of Conduct, Terms and Conditions or Privacy Policy, the Mentor shall forfeit 100% of the Fee. The Learner shall receive this forfeited amount after a successful Refund Request. The Mentor shall be liable for paying Leapfrog the Commission of the total Fee plus any transaction fee charged by third-party payment providers due to the refund. We reserve the right to remove the Mentor from the Leapfrog Platform in cases of serious breaches of our Policies.

If a Learner's behaviour during a Session is deemed to have violated Leapfrog's Terms and Conditions or Privacy Policy, we reserve the right to remove the Learner from the Leapfrog Platform in cases of serious breaches of our Policies.

Other Complaints

For other complaints related to session issues such as internet connection problems, Leapfrog will determine the outcomes on a case by case basis.

Credential Support-Specific Clauses

Cancellations

The Mentor may cancel a Credential Support more than 48 hours before the Credential Support's scheduled deadline with the Fee automatically refunded to the Learner. In such a case, the Mentor is not liable for paying Leapfrog the corresponding Commission.

If the Mentor cancels a Credential Support within 48 hours before the Credential Support's scheduled deadline, the Mentor shall forfeit 100% of the Fee. The Learner shall receive this forfeited amount after a successful Refund Request. The Mentor shall be liable for paying Leapfrog the Commission of the total Fee plus any transaction fee charged by third-party payment providers due to the refund.

The Learner may cancel a Credential Support within 24 hours after confirming the Credential Support with the Fee automatically refunded to the Learner.

If the Learner cancels a Credential Support more than 24 hours after confirming it, the Learner shall forfeit 100% of the Fee paid to the Mentor. The Mentor shall be liable for paying Leapfrog the Commission of the total Fee.

Late or Missing Submissions

If the Mentor completes the credential support less than 24 hours after the scheduled completion time, the Mentor shall forfeit 50% of the Fee. The Learner shall receive this forfeited amount after a successful Refund Request. The Mentor shall be liable for paying Leapfrog the Commission of the total Fee plus any transaction fee charged by third-party payment providers due to the refund.

If the Mentor completes the credential support more than 24 hours after the scheduled completion time, the Mentor shall forfeit 100% of the Fee. The Learner shall receive this forfeited amount after a successful Refund Request. The Mentor shall be liable for paying Leapfrog the Commission of the total Fee plus any transaction fee charged by third-party payment providers due to the refund.

Unsatisfactory Submissions

If a Learner is unsatisfied with the delivery, advice, guidance or information received from a Mentor during a Credential Support, they may request a refund. Leapfrog shall submit this Refund Request to the corresponding Mentor in case of disputes.

If the Mentor disputes the Refund Request, Leapfrog reserves the right to determine the outcome of the Refund Request.

Package-Specific Clauses

The Mentor or Learner may cancel a Package more than 24 hours before the first Session's scheduled starting time with the Fee automatically refunded to the Learner. In such a case, the Mentor is not liable for paying Leapfrog the corresponding Commission.

Neither the Mentor nor the Learner are able to withdraw from Sessions within a Package after this time. The Learner is not entitled to a full or partial Package refund after this time. The Learner may still submit Refund Requests after attending individual Sessions within a Package.