Refund Policy

Last updated on 24/12/2025

This Refund Policy explains how refunds, credits, and vouchers work on the ClassZ platform. It applies to all parents and guardians using ClassZ to book classes and programs. This policy should be read together with the Terms & Conditions.

1. Key Principles

ClassZ is a platform that facilitates bookings between parents and service providers (centres and coaches).

Refund eligibility depends on timing, attendance, and the reason for the request.

All refunds are issued in Zing credits or vouchers only. We do not provide cash or credit-card refunds.

Platform fees are non-refundable.

2. Refund Methods

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2.1 Zing Credits

Zing credits are platform credits with no cash value.

Credits are non-transferable and may be used for multiple children under the same parent account.

Credits do not expire except upon account closure.

2.2 Vouchers

Vouchers may be issued for specific purposes (e.g. handling fees or goodwill compensation).

Vouchers are non-cash, non-transferable, and subject to stated terms and conditions.

3. Class Cancellations by Centres

If a centre cancels a class or session:

• Parents will receive a full refund for the affected session in accordance with the original payment method:

Zing credits for credit-based bookings; or
Zing credits plus any applicable voucher for card-based bookings.

• The centre will not receive payment for the cancelled session.

4. Minimum Student Requirement Not Met

Some classes require a minimum number of students to proceed.

The minimum student requirement is assessed twenty-four (24) hours before the first scheduled session.

If the minimum number of students is not met, the centre may cancel the program up to the 24-hour cutoff.

If the centre does not cancel the program by the 24-hour cutoff:

• The program will automatically proceed as scheduled;

• The program is deemed confirmed;

• The centre may not cancel the program or any affected sessions on the basis of minimum student numbers once the program has started.

If a program is cancelled due to minimum student numbers within the permitted timeframe:

• Parents will receive a full refund for all affected sessions.

5. Bad Weather Arrangements

ClassZ follows official weather warnings issued by the Hong Kong Observatory or relevant authorities.

5.1 Cancelled Classes

• If a class is cancelled due to bad weather, parents are entitled to a full refund for the affected session.

• Credits are non-transferable and may be used for multiple children under the same parent account.

• Credits do not expire except upon account closure.

5.2 Rescheduled Classes

If a class is rescheduled due to approved bad-weather arrangements:
Parents who cannot attend the new session time may request a refund for that session.

5.3 Request Window

Refund requests related to bad weather must be submitted:
Any time before the class starts; and
Up to 48 hours after the rescheduled session ends.

Requests submitted after this period are not eligible for refund.

6. Rearranged Classes (Non-Weather)

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6.1 Rearrangements Recorded on the Platform

Only schedule changes submitted through and approved by the Platform are treated as official rearrangements.

If a class is rearranged with prior approval by ClassZ for reasons such as safety or emergencies:

• Parents who cannot attend the new session time may request a full refund for that session.

6.2 Classes Not Provided as Scheduled

If a class session is not delivered as scheduled and no approved rearrangement is recorded on the Platform:

• The session is treated as a centre-side issue;

• Parents are eligible for a full refund for that session, subject to verification.

6.3 Attendance Where No Rearrangement Is Recorded

If no approved rearrangement is recorded on the Platform and a class proceeds as scheduled:

• Standard attendance and no-show rules apply;

• A parent's failure to attend is treated as a normal absence and is not refundable, unless otherwise stated in this policy.

7. Parent-Initiated Refund Requests

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7.1 Absence Without Valid Reason

For the purposes of this Refund Policy, a 'valid reason' is limited to circumstances expressly recognised by ClassZ under this policy, such as centre-initiated cancellation, approved rearrangement recorded on the Platform, minimum student requirement not met, or official bad-weather arrangements.

Personal circumstances of the child or parent, including illness, sick leave, scheduling conflicts, late arrival, or personal emergencies, are not considered valid reasons unless otherwise required by applicable law.

No refund, replacement session, or feedback will be provided where a child is absent under such circumstances.

7.2 Missed Sessions

Missed sessions due to personal scheduling issues, late arrival, or failure to attend are not refundable unless expressly stated in this policy.

8. Performance Feedback Delays

Performance feedback is provided by centres and coaches and is not guaranteed within a specific timeframe.

• Failure to provide feedback within ten (10) days does not entitle parents to a full or partial refund of the class.

• At its discretion, ClassZ may offer a partial coupon or voucher as a goodwill measure.

• Any such compensation:

Is non-cash and non-transferable;
Has no fixed value;
Is determined on a case-by-case basis;
Does not constitute an admission of fault or create a precedent.

9. Protected Booking

ClassZ may offer "Protected Booking" benefits in specific scenarios, including:

• Centre cancellation;

• Material difference between the service provided and its description;

• Verified fraud or misconduct;

• Approved class rearrangements that parents cannot attend.

Protected Booking benefits:

• Are subject to verification and time limits;

• Do not apply to absences without valid reason;

• Do not constitute an unconditional guarantee.

10. Request Process

To request a refund:

• Parents must create a support ticket through the Platform;

• Requests must be submitted within the applicable timeframe stated in this policy;

• Requests submitted outside the stated timeframe are deemed waived.

ClassZ reserves the right to request additional information to verify eligibility.

11. Policy Updates

ClassZ may update this Refund Policy from time to time. The version in effect at the time of booking will apply unless otherwise required by law.