We have an 11-year track record of providing extraordinary service, and we are confident you will be satisfied. Packages are non-refundable once purchased, however any request to change specialists or modify support will happily and immediately be tended to. Hours can be kept on file for a maximum of 1 calendar year to be used at the discretion of the family and specialist. Test prep hours not used can be applied toward ongoing academic support or transferred to another child in the family (subject to a 1-hour deduction for transfer fee). If, and only if, Unlocking Potential states that they are unable to provide the requested service, a refund of unused hours will be submitted. Any refund is subject to a 10% administration fee.