Refund & Cancellation Policy

This policy explains how refunds, cancellations, rescheduling, and related requests are handled for purchases made through Fique Pronto.

Because Fique Pronto offers both digital products and live educational services, different rules apply depending on the type of purchase.

Our goal is to treat customers fairly while protecting the time, effort, and resources required to operate our business.

Although this policy establishes our standard practices, Fique Pronto reserves the right to provide refunds, credits, rescheduled appointments, or other accommodations when we believe doing so is appropriate.

Digital products generally include:

Because these products are typically delivered immediately, purchases are generally non-refundable once access has been provided.

If you experience a technical issue that prevents reasonable access to a purchased product, please contact us. We will make reasonable efforts to restore access, correct the issue, or provide another appropriate remedy.

Live services include tutoring sessions, consultations, and other appointment-based educational services.

Appointments reserve dedicated time specifically for you.

For this reason, cancellations and rescheduling requests are handled differently than digital product purchases.

Live educational services progress through two distinct phases.

After purchasing a live service, customers may complete any required setup information and schedule an appointment later, subject to the session-credit and service-change provisions of this policy and any terms expressly disclosed at the time of purchase.

Until an appointment has been scheduled:

Once a customer selects an appointment time, instructor time has been reserved.

From that point forward, requests to cancel or reschedule are governed by the scheduled appointment rules below.

Prepaid session credits and multi-session packages do not currently have a fixed expiration date unless a different expiration period was expressly disclosed and agreed to at the time of purchase.

Fique Pronto may change its services, scheduling arrangements, instructional formats, package offerings, and pricing over time. We may establish different expiration periods or other conditions for future purchases, provided those conditions are disclosed before purchase and comply with applicable law.

Changes to our policies or future offerings will not retroactively impose an expiration date on previously purchased credits or shorten an expiration period previously agreed to by a customer.

Although existing credits do not currently have a fixed expiration date, purchasing a service does not guarantee that Fique Pronto will offer the identical instructor, schedule, format, or service indefinitely.

If Fique Pronto permanently discontinues a purchased service and cannot reasonably fulfill an unused prepaid entitlement, we will offer an appropriate remedy, which may include a refund of the amount attributable to the eligible unused portion or an alternative service accepted by the customer, subject to applicable law and the terms governing the original purchase.

Nothing in this section limits any non-waivable consumer right or remedy.

The outcomes for cancellation and rescheduling requests are described in Sections 7 and 8 of this policy.

The twenty-four (24) hour notice requirement is measured from the time the rescheduling request is submitted, not from any subsequent review or confirmation. Self-service rescheduling requires that more than twenty-four (24) hours remain before both the current appointment and the requested new appointment, as measured at the time of the request. Rescheduling requests that do not satisfy the required notice period are not available through self-service and are subject to the manual review process described in Section 7. Provider-initiated appointment changes are not subject to the notice requirements applicable to customer-initiated requests.

Whenever eligibility can be determined without manual review, Fique Pronto may automatically approve or deny refund, cancellation, or rescheduling requests.

Examples include:

Requests submitted within twenty-four (24) hours of a scheduled appointment, or requests involving emergencies, disputed circumstances, suspected abuse, or other situations requiring judgment, may be reviewed manually.

Unless otherwise stated elsewhere in this policy or required by applicable law, refund and cancellation requests are generally resolved as follows:

A customer who requests cancellation before any appointment has been scheduled will generally receive an automatic full refund.

For multi-session packages, if some sessions have already been completed at the time of cancellation, the refund is calculated on a pro-rata basis based on the number of eligible unused or restorable session credits remaining in the package. Completed sessions and sessions forfeited because the applicable cancellation notice requirement was not met are excluded from the refund calculation. Pro-rata refunds for multi-session packages are generally processed automatically. The refund amount for a discounted or promotional package is calculated based on the actual price paid, not any undiscounted rate.

Cancellation requests submitted more than twenty-four (24) hours before the scheduled appointment will generally receive an automatic refund. Rescheduling requests submitted more than twenty-four (24) hours before the scheduled appointment will generally be approved.

For tutoring sessions purchased as session credits, including multi-session packages, an appointment cancelled more than twenty-four (24) hours before its scheduled start is returned to the customer's account so it can be scheduled again, rather than refunded individually. A refund of unused session credits is calculated as described under Unscheduled Services above.

Requests submitted within twenty-four (24) hours of the scheduled appointment require individual review based on the circumstances described in this policy.

For tutoring sessions purchased as session credits, including multi-session packages, an appointment cancelled within twenty-four (24) hours of its scheduled start is forfeited by default and is not returned to the customer's account. The customer may request refund consideration when cancelling. Any refund is subject to Fique Pronto's approval and the applicable refund terms. Forfeiture does not apply while Fique Pronto has an open request to reschedule that appointment. Cancelling an appointment is separate from requesting a refund of unused session credits, which is calculated as described under Unscheduled Services above.

Once a live service has been completed, it is generally considered fulfilled and is not eligible for a refund except where required by applicable law or where Fique Pronto determines that an exception is appropriate.

Fique Pronto generally absorbs the payment-processing fees charged by its payment providers as a cost of doing business.

When a customer is entitled to a full refund under our policies or applicable law, Fique Pronto will not deduct its payment-processing fees from that refund.

When a customer qualifies for a partial refund, the amount will be calculated under the applicable refund provisions, without an additional deduction for Fique Pronto's payment-processing fees.

This section does not change the eligibility requirements for refunds or the rules governing completed services, late cancellations, no-shows, or other circumstances addressed elsewhere in this policy.

If we reasonably determine that an account has engaged in repeated purchasing and cancellation activity that creates an unreasonable administrative or financial burden, or indicates potential misuse of our services, Fique Pronto may require manual review of future transactions or requests, decline future purchases, or take other reasonable measures permitted by applicable law.

We may consider the frequency of requests, prior accommodations, patterns of activity, and other objective circumstances.

These measures do not reduce refunds to which a customer is otherwise entitled under the terms governing an existing purchase or applicable law.

Customers who arrive late are welcome to participate in the remainder of their scheduled appointment.

Appointments will generally end at their originally scheduled end time.

Late arrival does not automatically entitle the customer to additional session time or a refund.

Customers who fail to attend a scheduled appointment without prior notice will generally forfeit that appointment.

For tutoring sessions purchased individually or as part of a multi-session package, a customer no-show will generally count as a used session. Any associated session credit will not be restored or refunded.

Fique Pronto may, at its discretion, restore a session credit, offer a replacement appointment, or provide another reasonable accommodation when circumstances warrant an exception. Such exceptions are considered individually and do not establish an entitlement to future accommodations.

If technical issues outside Fique Pronto's reasonable control prevent an appointment from continuing, we will make reasonable efforts to continue or reconnect where practical but cannot guarantee additional session time, refunds, or other accommodations.

If technical problems occur on Fique Pronto's side, we may:

If Fique Pronto must cancel a scheduled appointment because of instructor unavailability, illness, emergency, technical difficulties, or another circumstance within our control, the customer will not forfeit the appointment or an associated prepaid session credit.

For tutoring appointments purchased through session credits or multi-session packages, the affected session credit will be restored to the customer's account without penalty and may be used to schedule another eligible appointment.

For standalone appointments purchased without session credits, Fique Pronto will provide a full refund or, with the customer's agreement, arrange a replacement appointment or another appropriate remedy.

The twenty-four (24) hour cancellation notice requirement applicable to customer-initiated cancellations does not apply to cancellations initiated by Fique Pronto.

Nothing in this section limits any additional remedies or consumer rights required by applicable law.

Occasionally, temporary interruptions may affect access to purchased products or services due to circumstances beyond our reasonable control, including outages involving cloud infrastructure, authentication providers, payment processors, internet service providers, or other third-party technology partners.

Temporary interruptions do not automatically entitle customers to refunds.

If a significant outage materially affects a purchased product or service, Fique Pronto may restore access, extend availability, restore service entitlements, reschedule appointments, or provide another reasonable remedy as appropriate.

Fique Pronto continually improves its educational products.

Minor updates, corrections, and improvements may be provided without charge.

New editions, expanded products, premium features, redesigned learning experiences, or additional content may be offered separately and are not automatically included with previous purchases unless expressly stated.

Customers experiencing an issue with a purchase are encouraged to contact Fique Pronto before initiating a chargeback.

Initiating a chargeback after receiving products or services may result in:

Fique Pronto reserves the right to decline, cancel, discontinue, or refund any order or service in accordance with applicable law.

This may occur for reasons including fraud prevention, security concerns, operational limitations, abusive conduct, or other legitimate business considerations.

If you have questions about this policy or believe your situation warrants special consideration, please contact us before assuming that a refund or cancellation request cannot be accommodated.

We are committed to treating every customer fairly and reviewing unusual situations with professionalism and good judgment.