Service Package and Retainer Refund Policy
Effective date: September 1, 2026
Spout Education Specialized Tutors and Consulting
Halifax, Nova Scotia
Phone: (902) 237-0130
Email: katia@spouteducation.com
Website: www.spouteducation.com
Spout Education offers session packages and monthly retainers that allow families to purchase services in advance. This policy explains how refunds are handled.
Package Purchases
When you buy a package, you agree to pay the package price in effect at the time of purchase. Package prices may be lower than paying for each session separately. The purchase price includes applicable HST when HST is charged.
Monthly Retainers
A retainer reserves 4, 8, or 12 sessions each month at the monthly rate agreed at the time of purchase.
The monthly fee is for that month’s reserved sessions.
December and March may be adjusted because of Winter Break and March Break.
Statutory holidays can be moved to another day in the same month if the parent asks. A moved lesson replaces the holiday session. It does not add an extra session.
A month is capped at the number of sessions included in that month’s retainer.
Sessions already held that month are not refundable.
To end a retainer, 30 days’ written notice is required. Email katia@spouteducation.com.
After notice is given, the current paid month is completed as scheduled. Future months that have not been paid are not charged.
If a family ends a retainer, unused sessions in the current paid month are reviewed case by case using the same refund rules below.
A late cancellation or no-show uses one session from that month’s retainer.
How to Request a Refund
Email katia@spouteducation.com if you no longer wish to continue. Unused sessions are reviewed case by case.
If a Refund Is Approved
Sessions already attended are not refundable.
Unused sessions are valued at the package or retainer rate, not the regular drop-in rate.
Any discount that applied only because the full package or retainer was purchased may be removed.
An administration fee of $25 will be deducted.
For card payments, the original Stripe processing fee (currently 2.9% + $0.30) will also be deducted.
If HST was charged, the unused portion of HST will be included in the refund.
Refunds are returned to the original payment method when possible.
Credit toward future sessions may be offered instead of a cash refund.
This $25 fee and card-processing deduction apply only to packages and retainers purchased after this policy is published and shown at checkout.
Services Already Provided
Services already delivered are not eligible for a refund. Only the unused portion may be considered.
If Spout Education Cancels
If Spout Education or the assigned tutor cancels a session and no makeup time is offered, that session is credited or refunded. A family will not lose a session because we were unavailable.
School Closures, Snow Days, and Illness
School closures and snow days are made up when possible, or credited. If the student is too ill to attend, the 48-hour cancellation rule still applies unless we agree to an exception.
Tutor Availability After an Assessment
Tutor availability is guaranteed for 2 weeks after the initial assessment. The assessment fee is not refunded if ongoing tutoring cannot be scheduled after those 2 weeks.
Expired Packages
Packages must be used within 10 months of the purchase date unless we agree otherwise in writing. After that date, unused sessions may no longer be eligible for a refund. Extensions may be considered in exceptional circumstances.
Expired Assessments
An initial assessment is valid for 12 months. After 12 months, a new assessment is required at the current rate.
If tutoring begins within 4 months of the assessment, intervention can start as recommended.
If tutoring begins more than 4 months after the assessment, the first session will include progress monitoring to confirm the plan is still accurate. The tutor will tell you if the plan should stay the same or be adjusted.
Cancellation of Individual Sessions
Cancelling or missing one session inside a package or retainer follows our Cancellation and No-Show Policy. A late cancellation or no-show uses one session and is charged in full.
Refund Timing
Approved refunds are usually returned to the original payment method. Please allow 10 to 12 business days. Your bank or card provider may take additional time.
Internet Purchases
For purchases made online, you will receive a confirmation that includes our business name, contact information, a description of the service, the total price including taxes and fees, and this refund policy. A copy of the agreement will also be emailed after purchase.
Governing Law
This policy is governed by the laws of Nova Scotia and Canada.
Legal Rights
Nothing in this policy limits rights you may have under the laws of Nova Scotia or Canada, including applicable consumer protection laws.
Contact
This policy may be updated from time to time. The version on the website is the current version.