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Service Policy

Appointment Cancellation

When you book your appointment, you are reserving a time slot on our calendar that is no longer available to other clients. If cancellation is necessary, notification is required at least 24 hours in advance. Appointments are in high demand, and your advanced notice will allow others to access that appointment time. Session deductions will apply to cancellations made with insufficient notice (under 24 hours).

Late/No-Shows

A cancellation is considered late when the appointment is cancelled less than 24 hours prior to the appointed time. A no-show is when someone misses an appointment without cancelling. In either case, your session is payable and/or will be deducted.

 

Clients who repeatedly cancel (2 or more times) may be refused future bookings unless willing to pay in advance. 

Quality Assurance

Our translation and copy-editing services are inclusive of a 48 alteration window that can be used ONLY in the event that an error has been made on our behalf. Please note that the alteration window CANNOT be used for content changes or additional word count.

Language tuition results are 100% guaranteed for clients who comply with session frequency and instructional recommendations.  

Payment Policy 

As an Australian-Taiwanese operation, we offer safe and secure payment options and competitive capped pricing guarantees:

  • All pricing displayed on our website is capped which means the maximum cost of each scheduled service is transparent to you in advance. This also means that in most cases you will be charged significantly less than the pricing displayed on our website

  • Payments for tutoring sessions are to be made within 24 hours of the completed session; 16.66% discounts apply to bulk session payments (5 x sessions payable for 6 sessions)

  • Deposits of up to 50% for translation and copy-editing services apply when the wordcount exceeds 1000, with the remaining outstanding amount due within 24 hours of service completion

  • Payments via bank transfer are available for Australia and Taiwan-based clients; Paypal payments can be made for clients outside of Australia and Taiwan; tax-deductible invoices can be provided upon request

Refund Policy 

You as a client are entitled to consumer guarantees, however, there are a number of circumstances that would void your entitlement to a service replacement such as:

  • The service as requested by you was carried out but you simply changed your mind, found a cheaper alternative elsewhere, or decided that you didn't like the service or no longer had use for it. 

  • The outcome of the service was compromised as a result of you not following our recommendations or instructions and/or your request was against the advice provided by us.

  • The problem with the service was contributed by third-party factors or by the actions of someone other than us.

Note: Although Matthew Nelson and Teddian Hou are a collaborative team under the M&T umbrella, we operate as 2 separate entities:

Matthew Nelson - ABN: 86 848 419 958

ManHsuan (Teddian) Hou - ABN: 49 713 011 234

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