All of our sessions are pre-booked and pre-paid through our online booking platform. Payments are held in a vault until you attend your session at which time payment will be released to us. You may reschedule a session up to 24 hours in advance of the session.

When you book your session with us, you are holding space on our calendar that is no longer available to our other students. We ask you to consider this when booking and only book sessions that you reasonably expect to attend.

Confirming your session

Please ensure that you enter your correct contact details when booking your session. We may ask you to confirm your booking with a Yes or No one day before your scheduled booking via text message, email, or phone call.

If we don’t receive an answer after numerous attempts to contact you, your session may be cancelled and your payment refunded.

Running Late?

Due to the nature of our booking system, we are not able to extend session times to accommodate late arrivals. If you are late to a session, we will do our best to accommodate your needs within the remaining session time. You will not be refunded for any part of a session you are late for.

Can’t make your scheduled session?  

We understand that sometimes things come up and you may not always be able to attend a session you have booked with us.

If you can’t attend your scheduled session, don’t worry – you can:

• Reschedule your existing session for another available time slot of the same duration.

• Rebook your session as a different session duration or type.

• Cancel your session completely and be refunded your payment – late cancellations attract a fee.

If cancellation is necessary, we require that you email or call at least 24 hours before your session. Sessions are in high demand and this allows other students to access that session time slot.

Late Cancellations and No Shows

A late cancellation occurs when you cancel less than 12 hours before the start of your session.

A no-show is when a student misses the session without rescheduling, canceling, or notifying us of their intention not to attend the session.

In either case, we will retain the full amount of the session fee that you have paid as another student is unable to use your session time.

Alterations to Session types

When you book a session, you take a time slot that is no longer available for other students.

You can change the type of session you wish to attend at any time, as long as you are not changing the duration, day, or time.

If you need to change the duration, day, or time of your session, we require notice at least 12 hours before the start of your original booking to avoid cancellation fees.  

How to cancel your session

If you have created an account with us you can access your bookings by logging in to your portal. If you don’t have an account, please email us at contact@illuminatelearning101.com.au, SMS, or call 0411032149.