Cancellation, Refund and Credits Policy
1. Booking disclosure controls
Before a Parent confirms a paid booking, Aralio must show:
- Tutor and Student nickname;
- subject, date/time in Philippine Time, duration, and meeting method;
- total PHP price and Aralio Credits to be reserved/charged;
- included fees/taxes where applicable;
- cancellation, reschedule, late cancellation, no-show, Tutor cancellation, and Platform failure consequences; and
- a clear Confirm and use [amount] Credits action.
The recorded booking disclosure applies. A less favorable rule may not be added retroactively.
2. Proposed pilot outcomes
| Event | Timing/condition | Proposed outcome |
|---|---|---|
| Parent cancels/reschedules | At least 24 hours before scheduled start | Return 100% of reserved/charged Credits |
| Parent cancels | Less than 24 hours before start | Return 50%; charge 50% |
| Parent/Student no-show | Not present/ready after 15-minute grace period | Charge up to 100% |
| Tutor cancels or no-shows | Any time | Return 100% to Parent; Tutor earns nothing for the session |
| Aralio/approved meeting failure | Service cannot reasonably proceed and failure is confirmed | Return 100% or reschedule at Parent choice where practicable |
| Duplicate/invalid payment | Confirmed duplicate or invalid collection | Full lawful refund/reversal |
| Session materially not delivered as described | Supported after review | Reschedule, full/partial Credit restoration, fund refund, or other legal remedy |
| Emergency/safety/force majeure | Documented and reviewed | Fair case-specific exception |
A technical issue limited to one participant may be reviewed based on readiness, timing, attempts to reconnect, provider status, and whether meaningful tutoring occurred. Aralio must avoid automatic outcomes that ignore clear evidence.
3. Credit reservation and charging
Recommended ledger flow:
- Parent has confirmed available Credits.
- Tutor accepts the request.
- Required Credits move to a reserved state so they cannot be spent twice.
- On valid completion, reserved Credits become a session debit.
- On cancellation/refund, the appropriate amount returns through a new ledger entry; the original entry is not overwritten.
- Every manual adjustment records reason, actor, timestamp, linked booking/payment, and approval.
Client code must never directly update a balance. The append-only transaction ledger is the source of truth; any displayed balance is derived or transactionally maintained from it.
4. What Aralio Credits are
Aralio Credits are limited-purpose service credits for eligible tutoring-related services on Aralio. They are not cash, savings, a deposit, an investment, a remittance account, an interest-bearing balance, an insured balance, or a general-purpose wallet. Credits cannot be sold or transferred between users and cannot be paid directly to a Tutor.
The current PHP-to-Credit conversion and any limits must be shown before top-up. If management approves 1 Credit = PHP 1, that statement must be consistent across UI, receipts, Terms, and ledger.
Purchased pilot Credits should not expire unless counsel approves a lawful, clearly disclosed rule. Promotional Credits must use a separate ledger type and disclose conditions before grant. Aralio must obtain classification advice concerning consumer, gift-check/prepaid-value, electronic-money, tax, and accounting rules.
5. Top-ups and confirmation
Manual GCash, Maya, bank-transfer, or payment-link submissions are pending until admin confirmation. A reference number alone does not guarantee value was received. Aralio may request proportionate proof and reject duplicate, altered, fraudulent, incomplete, reversed, or unmatched submissions.
After confirmation, the Parent receives a transaction record showing amount, method category, date, reference, Credits added, and status. The UI should distinguish available Credits, reserved Credits, pending top-ups, and pending refunds.
6. Refund method and timing
Ordinary booking cancellations may restore Credits. Aralio should return funds rather than Credits where law requires, the payment was duplicate/invalid, the service could not lawfully be supplied, account closure makes Credit use unreasonable, or Aralio approves another reason.
Acknowledgement target: [NUMBER] business days
Decision target: [NUMBER] calendar days, consistent with the approved complaint process
Fund refund processing estimate: [NUMBER] business days after approval, plus provider/bank time
The Parent will receive the outcome, amount, method, and ledger/refund reference. A refund does not require deletion of evidence needed for transaction, tax, fraud, dispute, or legal records.
7. Account closure and suspension
Eligible purchased Credits must not be automatically confiscated. Before voluntary closure, Aralio should allow use or request of an eligible refund. For suspension/termination, Aralio may temporarily hold the disputed portion needed for a genuine fraud, reversal, or legal case, but should address undisputed value fairly and lawfully.
Promotional Credit treatment follows the disclosed promotional terms and law.
8. Tutor payout interaction
Tutor earnings arise only after valid completion/confirmation and the dispute hold. A refund or chargeback may affect only linked earnings and fees under the Tutor Agreement. Aralio should not debit unrelated earnings without a documented lawful basis.
9. Complaints
Submit the booking/payment reference and issue through [SUPPORT/COMPLAINT URL] or hello@araliolearning.co. Do not send payment passwords, one-time codes, or complete financial credentials. This internal process does not limit non-waivable consumer, privacy, payment-provider, agency, or court remedies.
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