Overview
IvyWay aims to be fair to students and Providers. Refund requests are reviewed based on the facts of the Session, including cancellation timing, attendance, and administrative review.
This policy applies to one-time Session purchases and may also apply to plan-based or bundled offerings where relevant. If a conflict exists between this policy and an offer-specific policy presented at purchase, the offer-specific policy may control.
Eligibility factors
IvyWay considers the following factors when reviewing refund requests:
- Session status (completed, cancelled, rescheduled, or disputed).
- Cancellation timing, including whether cancellation occurred more than 24 hours before the Session or within 24 hours.
- Attendance indicators (who joined, when, and for how long), including no-show rules.
- Policy compliance and prior history (e.g., repeated late cancellations or abuse).
- Administrative review, including any relevant communications and evidence submitted.
Operational rules
- Cancellations more than 24 hours before a Session may be cancelled without a full charge.
- Cancellations within 24 hours may be charged.
- Student no-shows can result in a full charge.
No-shows & attendance
- Student no-show: If the student does not join the Session as scheduled, the Session may be treated as completed for billing purposes and may be charged in full.
- Provider no-show: If the Provider does not join as scheduled, the Provider may not be paid, and the Session may be flagged for administrative review.
- Provider joined, student did not: If the Provider joins as scheduled but the student does not, the Provider may still be eligible to be paid.
IvyWay may rely on Platform records (including timestamps and join events) when evaluating attendance-related issues.
How to request a refund
To request a refund, contact contact@ivywayedu.com and include:
- Your account email
- Session date/time and Provider name
- A brief description of the issue
- Any relevant context or documentation
Review timing
We aim to review requests as quickly as practical. Some requests may require additional information or verification and may take longer. If a refund is approved, processing times may vary depending on the payment method and financial institutions.
Final decisions
IvyWay may approve, partially approve, deny, or reverse a refund where appropriate, including in cases involving disputes, fraud, chargebacks, no-shows, policy violations, or misuse of the Platform.
Refund decisions are made based on administrative review and the information reasonably available at the time.