Cancellation, Refunds and Rescheduling Policy

At The Medic Life, we are committed to providing high-quality support to students applying to medical and dental schools. Please read our cancellation, refund and rescheduling policy carefully before purchasing any of our products or services.

By completing a purchase, you acknowledge that you have read this policy. Nothing in this policy affects your statutory consumer rights.

1. Events and Courses (Online and In Person)

Cancellations and Refunds

Tickets for events and courses, whether delivered online or in person, may be cancelled for a full refund, provided your cancellation request is received at least 14 days before the scheduled event or course start date.

Cancellation requests received fewer than 14 days before the event or course start date will not be eligible for a refund, except where required by applicable consumer protection legislation.

For courses or events consisting of multiple sessions, such as our Interview Lecture Series, cancellation requests must be submitted at least 14 days before the first scheduled session. Once this period has passed, refunds will not be available, including where you choose to stop attending partway through the course, subject to your statutory consumer rights.

No partial refunds will be issued for missed sessions, non-attendance or withdrawal from a course after the cancellation deadline.

Changing Event or Course Dates

Requests to transfer to a different event date or course will be considered on a case-by-case basis and are subject to availability. We cannot guarantee that a transfer will be possible.

2. Tutoring and One-to-One Sessions

Cancellations and Refunds

Refund requests for tutoring services, including one-to-one tutoring sessions and tutoring bundles, may be submitted within 7 days of the original booking date, subject to any applicable statutory cancellation rights.

After this 7-day period, refunds will not be available, except where required by applicable consumer protection legislation.

If you purchase a tutoring bundle, such as five hours of interview tutoring, and subsequently decide not to use all the sessions or complete the full bundle, you will not ordinarily be entitled to a partial refund for the unused hours, subject to your statutory consumer rights.

Rescheduling Tutoring Sessions

If you need to reschedule a tutoring session, you must contact your assigned tutor directly using the contact details provided once you have been matched with them.

A minimum of 36 hours' notice is required to reschedule a session. If you request a change with less than 36 hours' notice, the tutor may be unable to accommodate the request, and you may lose the time allocated to that session.

For example, if you have purchased a five-hour tutoring bundle and cancel a scheduled two-hour session with less than 36 hours' notice, those two hours may be deducted from your remaining bundle.

Tutoring sessions missed without sufficient notice may also be treated as used, subject to applicable consumer protection legislation.

Concerns About Your Tutor or Session Quality

If you experience an issue with your assigned tutor or have concerns about the quality of a tutoring session, you must contact us at admissions@themediclife.com within 24 hours of the session.

This allows us to investigate and address any concerns as promptly as possible. Please provide details of the issue so that we can work towards an appropriate resolution.

This reporting timeframe helps us resolve concerns quickly but does not limit any statutory rights you may have.

3. Digital Products and Online Tools

The Medic Life offers digital products and resources, which may include online learning platforms, question banks, recorded courses, interview practice tools and downloadable materials.

Where access to a digital product or online tool is provided immediately after purchase, we are unable to offer a refund once access has been provided, except where required by applicable consumer protection legislation.

Please review the product description carefully before purchasing to understand what is included, how access is provided and any applicable access period.

Where a digital product forms part of a bundle or package, the refund terms for the overall package will apply unless otherwise stated at the point of purchase.

4. Bundles and Discounted Packages

Some of our products and services are available as bundles or packages at a discounted price compared with purchasing each item individually.

Where a refund is approved for an individual product or service purchased as part of a discounted bundle or package, the refund will be calculated based on the discounted price attributable to that product or service, rather than its individual retail price.

Where you choose not to use or complete part of a bundle, the applicable cancellation and refund terms for that product or service will apply.

5. Deadlines and Information Required From Students

Many of our services are linked to medical and dental school application deadlines. To ensure we can deliver our services effectively and within the relevant timeframes, you may be given a deadline to provide information or complete a required action.

Examples include:

• Submitting your personal statement for review.
• Providing your university choices before a strategic application or tutoring session.
• Completing forms or providing information needed to match you with a tutor.
• Supplying any other information required to deliver your purchased service.

Where a deadline applies, we will communicate it to you via the email address used to make your booking.

You are responsible for providing the required information by the stated deadline. If you fail to do so, we may be unable to deliver the service within the required timeframe or before an external application deadline.

In these circumstances, we cannot guarantee that the service can be completed within your original timeframe. You will not ordinarily be entitled to a refund solely because we are unable to meet the required timeframe as a result of your failure to provide the necessary information on time, subject to your statutory consumer rights.

We will endeavour to assist where reasonably possible, but we cannot guarantee that late submissions can be accommodated.

6. Complaints and General Enquiries

If you have a concern, complaint or request relating to any of our products or services, please contact us at:

Email: admissions@themediclife.com

Please include your full name, the email address used to make your purchase, your order or booking details, and a clear description of your concern.

For concerns about tutoring sessions, please refer to Section 2 and contact us within 24 hours of the relevant session so that we can investigate promptly.

We aim to respond to enquiries as soon as reasonably possible and will work with you to resolve issues fairly.

7. How to Request a Cancellation or Refund

All cancellation, refund and complaint requests should be sent to admissions@themediclife.com, unless you are rescheduling a tutoring session, in which case you should contact your assigned tutor directly.

Please include:

• Your full name.
• The email address used to make the booking.
• Your order number or booking details, where available.
• The product, course or event concerned.
• The reason for your request, where relevant.

Cancellation requests must be received within the applicable notice period outlined in this policy. The date we receive your request will be used to determine whether it falls within the relevant cancellation window, subject to applicable statutory requirements.

Where a refund is approved, it will be processed using the original payment method where possible. The time taken for the funds to appear in your account may depend on your payment provider.

8. Changes to Events or Services by The Medic Life

If The Medic Life needs to cancel an event or course, or make a significant change to a scheduled service, we will contact affected customers using the email address provided at booking and explain the available options.

Where we cancel a paid event or course and cannot provide the advertised service, we will offer an appropriate remedy in accordance with applicable consumer law.

Nothing in this section affects your statutory consumer rights.

9. Your Statutory Consumer Rights

This policy sets out The Medic Life's standard cancellation, refund and rescheduling terms. Nothing in this policy is intended to exclude, restrict or remove any statutory rights you may have under applicable consumer protection legislation.

Your legal rights may vary depending on the type of product or service purchased and the circumstances of your booking. Where applicable law provides you with a cancellation, refund or other remedy, those rights will take precedence over any conflicting provision in this policy.

For digital content supplied immediately after purchase, specific legal requirements may apply before any statutory cancellation right can be lost. We will follow the applicable legal requirements when providing access to digital products and services.