Service terms

These terms apply to new Starter, Plus, Premium and Diamond agreements from November 2026 (version 4.3). Your signed service agreement and any mutually signed amendments control. Existing signed agreements stay as they are. Mandatory rights in your jurisdiction are not affected.

Package details

• Starter
• Plus
• Premium
• Diamond

Payment, cancellation and response

• All four service fees are paid 100% at signature. You receive the agreement, service schedule and cancellation terms before paying. Collecting a fee upfront does not mean it has all been earned.
• University, test, visa, evaluation, translation, travel and housing costs are paid separately by the family, directly to the provider.
• Cancellation takes effect when received through the agreed channel. Epsom acknowledges within 2 business days, sends an accounting within 10 and pays any undisputed refund within 15, or sooner if required. The refund equals service-fee receipts, less prior refunds or reversals, less fees earned under the signed allocation schedule. Elapsed time alone does not establish that a fee has been earned.
• First meaningful response: Starter 3 business days, Plus 2, Premium and Diamond 1. Business days are Monday to Friday, 8 a.m. to 5 p.m. America/Chicago, excluding published holidays. Complaints are acknowledged within 2 business days, with a written plan within 10.
• No package guarantees admission, a visa, a scholarship, grades, an internship or employment. Universities, authorities and employers make their own decisions.
• An AI assistant may help you. You can ask for a person at any time. Optional consent to AI-assisted calls is separate, and declining it does not affect purchased services.

Client cooperation clause

1 Scope and parties

This clause applies to a new Starter, Plus, Premium or Diamond agreement only when incorporated into that signed agreement. “Epsom” means the verified legal contracting party identified in the Agreement, operating under the Epsom Institute service brand. “Student” and “Parent/Sponsor” mean the persons identified in the Agreement, within their stated authority. Sponsor payment does not itself authorize disclosure of the Student’s records.

2 Required cooperation

The Student and Parent/Sponsor, where applicable, will provide truthful information and documents, complete required actions within their control, provide necessary authorizations and timely decisions, pay disclosed third-party charges, and report obstacles. Epsom will state each required action, responsible person, secure submission route, reasonable due date and affected service in writing.

Depending on the recipient’s requirements, official records for an evaluator such as WES may need to be sent by the Student or issuing institution rather than Epsom. Once the Student completes the required action, subsequent institutional or government processing is a third-party dependency, not automatically Student noncooperation.

3 Reminders and pause timing

R is the actual date Epsom sends the first written reminder after a required client action becomes overdue. If the action remains incomplete, Epsom will send a second reminder no earlier than R + 7 calendar days. If the action remains incomplete, Epsom may issue an affected-task pause notice where warranted, after both reminders and a reasonable opportunity to respond. P is the actual date of that written notice and cannot be earlier than R + 14 calendar days. A delayed second reminder must still leave a reasonable opportunity to comply before any pause.

The notice will identify the missing action and responsible person, reminder dates, completed work, blocked tasks, independent work continuing, external deadlines at risk, resumption requirements, current contract end date and review date. The review date is P + 30 calendar days. It is R + 44 only if the pause notice was sent on R + 14.

4 Effect of a pause

Only tasks that cannot reasonably proceed will be paused. Feasible independent work, including available coaching and preparation within the agreed scope, continues. During the active contractual term, a task pause does not automatically remove advisor access or active app entitlements, stop the contract clock, extend the term, create additional fees or terminate the Agreement.

Epsom is not responsible for a missed third-party deadline only to the extent directly caused by a required client action remaining incomplete despite clear instructions and reasonable notice. This does not excuse Epsom’s own errors, delay or unperformed promises, or waive mandatory client rights. Epsom’s reminder process does not extend a third-party deadline.

5 External delays and resumption

Epsom will reasonably consider illness, emergencies, accessibility needs, institutional closures, government processing delays and other circumstances outside the Student’s reasonable control. Within 15 business days, as defined in the Agreement, after notice of a material external delay, Epsom will document a revised plan identifying blocked tasks, independent work, deadline or destination alternatives and the next review date.

The client will submit evidence resolving the dependency through the agreed secure channel. Epsom will review it and confirm the resumption plan in writing, following any response periods expressly adopted in the Agreement. No undisclosed reactivation fee applies. A term extension or suspension requires a written amendment stating dates, remaining services and any agreed charge. New work requires written agreement; a task-deadline change alone does not change the contractual term.

6 Review after thirty days on hold

If the required action remains incomplete at P + 30 calendar days, Epsom will provide a written case review, an itemized account of completed and unperformed services, and options to resume, revise the plan, extend by agreement or terminate under the Agreement. Any authorized nonrecoverable third-party charges will be identified separately. The review is thirty days after the actual pause notice, not thirty days after the first reminder.

7 Cancellation and refund accounting

Cancellation and any refund or credit follow the cancellation and refund schedule disclosed before signature and incorporated into the Agreement, subject to mandatory rights. Exercising an available cancellation right does not require waiting for a pause or the thirty-day review. A missed deadline does not automatically forfeit all prepaid fees. Prepayment alone does not establish that the full service fee has been earned.

Service fees and any third-party funds held by Epsom must be accounted for separately. The signed schedule must state the agreed allocation, earning evidence, partial-delivery measures and cancellation terms.

8 Existing agreements and mandatory rights

Existing signed agreements remain unchanged unless the parties sign a separate amendment. Any amendment must identify the agreement, change, relevant dates or scope, price effect, remaining fee allocation and both parties’ acceptance. Mandatory applicable law prevails over conflicting wording. This clause does not waive any mandatory right.