Policies
When making bookings on our site, you may be asked to enter your name, email address, mailing address, credit card information or other details so that we can provide our services to you.
Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. All transactions are processed through a gateway provider and are not stored or processed on our servers.
You can request to have your information removed from our systems by emailing us. Please note that we may maintain information about an individual sales transaction in order to complete that transaction and for record keeping purposes.
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice. This does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property, or safety.
Your information, including personal information, may be transferred to — and maintained on — computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from your jurisdiction. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy and no transfer of your personal information will take place to an organization or a country unless there are adequate controls in place including the security of your data and other personal information.
If we are involved in a merger, acquisition or asset sale, your personal information may be transferred. We will provide notice before your personal information is transferred and becomes subject to a different Privacy Policy.
Under certain circumstances, we may be required to disclose your personal information if required to do so by law or in response to valid requests by public authorities (e.g. a court or a government agency).
We will retain your personal information only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use your information to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies.
We provide paid products and/or services on our Website. In that case, we use third-party services for payment processing (e.g. payment processors).
We will not store or collect your payment card details. That information is provided directly to our third-party payment processors whose use of your personal information is governed by their Privacy Policy. These payment processors adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council.
If there are any questions regarding this privacy policy you may contact us at contact@studysupport.com.au.
All your personal information is stored and used in line with PCI compliance laws and the Privacy Act.
We do not tolerate abuse of any kind and respect must be shown to our Study Support Coaches and Admin team members at all times.
Academic Integrity
Study Support by Gray Matters and their team are committed to honesty, fairness and integrity. Both Study Support Coaches and students will abide by the strictest academic standards. Our services apply an educational approach that supports students to use, generate and communicate information in an ethical manner. Study Support by Gray Matters in no way supports cheating, contract cheating, collusion, fraud, plagiarism, unethical academic practices or promoting ways to breach academic integrity. All students using the services of Study Support by Gray Matters are required to abide by the academic standards of their university and our policies.
Payment Policy
Payment in full is required at the time of booking of online support and/or feedback services prior to the service being provided, unless otherwise arranged with an authorised member of the Study Support by Gray Matters team.
When agreed by both the Study Support Coach and the student/client, sessions can go overtime and this overtime must be paid for by the student/client within 7 days. Overtime will be charged once the session has been extended by 15 minutes, and then in 15 minute intervals thereafter at $34.09 for Standard rates (including first sessions) and $27.27 for Concession rates per 15 minutes. E.g., if a concession client’s session is scheduled to end at 2pm, but instead ends at 2:35, the client would be charged 2x the 15 minute rate: $54.54.
No further support will be provided until outstanding bills are paid. We reserve the right to contact students about overdue/outstanding balances owed to Study Support by Gray Matters.
Discounts available for Disability, Veteran and Healthcare Card holders (the card is to be presented to a member of Study Support by Gray Matters to receive discounts).
By purchasing (or being gifted by a Study Support Coach) a guide/resource, the purchaser/receiver is obligated to not share the guide with other’s as this may result to loss of income for Study Support by Gray Matters. Guides and resources found on this website are the intellectual property of Study Support by Gray Matters.
Cancellation/Rebooking Policy
Pre-paid sessions can be rebooked prior to 72 hours before the session start and only when agreed to by both a representative of Study Support by Gray Matters and the customer/client.
Cancellations within 72 hours of the scheduled session will not be refunded.
If the Study Support Coach cancels, the session can be rebooked or refunded at the customers/clients discretion.
If the customer arrives up to 15 minutes late for a session, the session will continue for the remaining time booked with no refund or discount for the missed time.
If the customer has not arrived by 15 minutes after the session start time, the session will be cancelled with no refund.
Workshop sessions may be unable to be rescheduled, however, refunds may be provided in line with the above and below policies.
Refund Policy
Refunds will be permitted in line with consumer laws in Australia. Where possible, sessions will be rescheduled.
Client Expectations
Study Support by Gray Matters is a support service which aims to improve academic and job application outcomes for clients, however, it is ultimately the responsibility of the student/client to complete their assignments/courses/applications/etc. and the final outcomes are the students/clients alone.
We cannot guarantee a specific outcome from engaging with our service. Instead, our aim is to help build knowledge, manage stress, and improve skills to result in a better outcome than if they didn’t engage with our service.
It is up to the client to have realistic expectations about what the service is providing. Please contact us to discuss further if needed.