Our Tutoring Guarantee
At any point in the process, from the first phone call all the way to the week before the exam, we will do whatever’s necessary to make sure you’ve got the best match with your tutor. If you’re unhappy, we will immediately make a switch to another tutor who can better meet your needs. Such switches are exceptionally rare, but when necessary we take care of them immediately.
We’re also so confident in our tutors that we can offer the most generous refund policy in the industry. We maintain a simple policy: if you need to stop your tutoring with us, just let us know. We will refund your unused hours minus cost of materials and cancellation fee. Simply contact us within 30 days after your last tutoring session.
If you take the official exam and do not improve from a prior official score or official diagnostic exam completed and submitted to your tutor at the first session, we will provide you with one free tutoring session of two hours with one of our Senior Tutors. During that free session, we will help you strategize on how best to improve your future performance on a re-take and best enhance your application chances. We will also extend your Next Step Online resources for the remainder of the current testing cycle. While we can’t guarantee any particular score and we can’t refund completed tutoring hours, we’ll do our best to help you meet your goals.
The tutoring satisfaction guarantee policy is in effect only for our one-on-one tutoring program students who have purchased a package of 16 hours or more. It does not apply to students who bought our books, tests, classes, or other products separately without enrolling in our tutoring program.