Digital Delivery Policy
1. Digital Service
YourGuru provides digital learning services through its supported website and applications where available.
The Service supports:
- Parents managing learning for their children.
- Adults aged 18 or over managing their own learning.
We do not ship or deliver physical goods.
2. No Shipping Charges
No shipping, courier or physical-delivery fee applies to YourGuru subscriptions or digital learning purchases.
Any subscription, add-on or other purchase charge is shown before payment.
3. Access after purchase
3.1 Payment confirmation
Eligible paid benefits are activated after payment has been successfully confirmed.
Activation is normally available promptly, but confirmation or processing delays may occur. A payment screen, pending transaction or bank debit alone does not establish that activation has completed.
If payment remains pending, use the available payment-status or recovery option before attempting another purchase.
3.2 Parent-managed children
Purchases belong to the parent’s household account. Learning access is assigned to eligible named child profiles within the purchased capacity.
Payment does not automatically create additional child profiles or complete child setup.
Before a child can learn, the required profile setup, parental permissions, PIN and loved-one tutor activation must be complete.
3.3 Self-managed adults
Adult purchases belong to the verified adult account owner and provide access for that named adult.
Adults complete the applicable account, plan and teaching-language setup. They do not need a child profile, Parent PIN, Child PIN or loved-one tutor recording.
Adult purchases do not provide household child slots or children’s Daily Learning.
3.4 Confirmation and invoices
Purchase confirmations and invoices are sent to the verified account owner’s email address.
A different person paying for the purchase does not become the account owner or obtain access to private learning information.
4. Account and login requirements
Digital access requires a valid YourGuru account, an internet connection and a supported browser or application.
Parents sign in and authorise Parent access to manage children, purchases and settings. Children enter their own profile using the applicable PIN.
Adult learners sign in to their own account without a Parent or Child PIN.
Each named learner may use one authorised browser or device at a time. Moving an already authorised profile requires the applicable email verification and, for children, their profile PIN.
Learning already in progress must end before the profile can move. The account owner can use Manage devices to end an abandoned session or revoke unwanted access.
Parents may use multiple authorised Parent sessions without consuming a child’s learning slot. Entitled siblings may learn simultaneously through their own named profiles.
5. Feature and service availability
5.1 Released features
Available features depend on account type, plan, supported languages, completed setup and the current release.
Ask a Question and Daily Learning have separate availability requirements.
Daily Learning is enabled progressively for supported board and grade combinations. Where it is marked Coming Soon, payment does not make it immediately available. Where released, the parent must complete the relevant Daily Learning setup before Today’s Class can begin.
A release for one board or grade does not mean every board or grade is available.
Adult learning does not include children’s Daily Learning or a personalised loved-one video tutor.
5.2 Subscription and fixed-term access
Purchased benefits apply for the billing period or fixed term shown at purchase, subject to the relevant eligibility and setup requirements.
Extra Daily Learning time, where offered, is a fixed-term purchase with no automatic renewal. It requires the applicable paid base plan and eligible child profile.
5.3 Replays and archived material
Replay and Learning History access depend on the applicable account type, plan, permissions and retention rules.
A child’s previous-grade replays stop being available through the product when the grade changes. Retaining an authorised copy in a restricted training archive does not provide continuing playback, download or recovery access.
Archived material remains subject to the Privacy Policy, including permission withdrawal and deletion within 30 days of the relevant deletion request.
5.4 Interruptions and technical limitations
Temporary interruptions may occur because of maintenance, internet connectivity, infrastructure failures, payment-provider delays, security incidents or other service problems.
We aim to minimise disruption and provide appropriate recovery. We do not guarantee uninterrupted availability or compatibility with every device, browser, language or file.
AI teaching and learning forecasts do not guarantee a particular result or completion date.
Where a purchased service is not delivered as agreed, the account owner may request assistance and any remedy available under the Refund Policy and applicable law.
6. Contact
For activation, payment-confirmation or digital-access problems, contact support@yourguru.app.
Include the registered account email and, where relevant, the payment reference and a brief description of the problem. Do not send passwords, PINs or verification codes.
We aim to respond to general enquiries within seven business days. Consumer complaints are acknowledged within 48 hours and addressed within one month, or sooner where applicable law requires.