Cancellation Policy
Effective date: September 7, 2026
Last updated: September 7, 2026
This Cancellation Policy explains how cancellations, rescheduling, packages, and session credits work for Clear Step Math. It is incorporated into the Terms of Service. If this summary conflicts with the Terms, the Terms control.
1. Booking and payment status
Submitting the website booking flow places an appointment on the schedule subject to payment and the Terms. Unless a valid package or session credit covers the appointment, payment is due in full at booking through our online Stripe checkout, unless another arrangement is agreed in advance.
A website or email confirmation does not prove that payment cleared. An unpaid appointment, failed or reversed payment, or appointment whose payment cannot be verified may be cancelled and released without a refund or session credit.
2. Cancellation cutoff
The current standard cutoff is 24 hours before the scheduled session start. Times are calculated in Central Time (America/Chicago). The exact cutoff shown for the appointment in the Service controls if the Tutor changes the standard cutoff prospectively.
To receive the remedies in Section 3, the cancellation must be submitted through My Sessions at or before the cutoff, or the Tutor must confirm in writing that a timely cancellation request was received another way.
3. Timely cancellation
When an eligible appointment is cancelled at or before the cutoff:
- Package booking: the session is returned to the same package if that package remains active and unexpired.
- Credit booking: the original session credit is restored if it remains unexpired and usable.
- Other eligible paid booking: one replacement session credit is issued for the same individual/group category and location tier.
If the original package or credit can no longer be restored, Clear Step Math may issue a replacement credit so the timely cancellation does not cause an otherwise valid paid session to disappear. No credit is issued for an unpaid, failed, reversed, disputed, or otherwise uncleared payment.
4. Late cancellation and no-show
An appointment cancelled after the cutoff is forfeited. The same rule applies when the student does not attend or the Client fails to provide access for an In-Home Session. No package session is restored, no session credit is issued, and no refund is due, except where required by law or expressly approved by the Tutor in writing.
Arriving late does not extend the scheduled end time and does not reduce the amount due. If the delay is so substantial that meaningful tutoring cannot be provided, the appointment may be treated as a no-show.
5. Rescheduling
A request to move an appointment is not effective until the Tutor confirms the new date and time. Until then, the original appointment and cutoff remain in effect.
If no direct reschedule is confirmed, cancel the original appointment at or before its cutoff and book a new eligible time using the restored package session or credit. A request made after the cutoff does not guarantee an exception, but the Tutor may make a case-by-case accommodation without creating an obligation to do so for future bookings.
6. If Clear Step Math cancels
If the Tutor cancels an appointment, an eligible package session or original credit will be restored, or one replacement session credit will be issued. The Tutor will make reasonable efforts to offer another time. Except where applicable law requires otherwise, restoration or a replacement credit is the contractual remedy for the cancelled session.
If Clear Step Math cancels an entire group session, each eligible enrolled Client receives the corresponding restoration or group-session credit.
7. Credit terms
A session credit:
- covers one session in the same individual/group category and location tier for which it was issued;
- expires six months after issuance;
- has no cash value and is not refundable or redeemable for money;
- may be used for another child in the same immediate family under the same adult account; and
- may not be sold or transferred to another person or household.
Credits are generally applied to an eligible future booking selected through the Service. The account holder is responsible for using a credit before its displayed expiration date.
8. Packages
Packages expire six months after purchase. They apply to eligible individual sessions and do not cover group sessions unless expressly stated. Unused sessions expire without cash value and are non-refundable except where required by law. Package sessions may be used for another child in the same immediate family under the same adult account, but packages may not be resold or transferred to another household.
Because packages are final-sale commitments, Clients are encouraged to book a single session before purchasing a package.
9. Emergencies, weather, and safety
Contact the Tutor as soon as possible if severe weather, illness, emergency, or a safety issue affects a session. The ordinary cutoff still applies unless the Tutor confirms an exception. A one-time exception or accommodation does not waive this Policy for another appointment.
The Tutor may refuse to begin or may end an In-Home Session if the location or circumstances are reasonably unsafe or unsuitable. The remedy, if any, depends on who caused the condition, the notice provided, and applicable law.
10. Refunds and non-waivable rights
Except where a refund is required by law or expressly approved by Clear Step Math in writing, all sales are final, and the package restoration or session credit described above is the sole contractual remedy for a cancellation.
Nothing in this Policy limits a consumer right that applicable law does not permit the parties to waive.
11. Contact
Questions about a booking or cancellation may be sent to:
Clear Step Math — Ashley Williams
Email: ashley@clearstepmath.com
Phone/text: 507-720-5190