MyTutor Refund Policy
Payments are automatically taken from a parent’s bank account 24 hours before each lesson.
Lessons can be cancelled and refunded any time up to 24 hours before the lesson is due to start.
Tutors: If you cancel with more than 24 hours notice, payment won’t be taken from the customer.
Customers: If you cancel with more than 24 hours notice, the lesson payment won’t be taken from you.
If the lesson is due to start in less than 24 hours, both parties will only have the option to reschedule.
If you’re a tutor and you request a reschedule less than 24 hours before the lesson is due to start, it isn’t guaranteed that the customer will accept. In cases where the request is declined, or the customer doesn’t see the request in time, you must refund the lesson from your previous bookings page within 48 hours after it was due to finish.
If you’re a paying customer and you request a reschedule less than 24 hours before the lesson is due to start, it isn’t guaranteed that the tutor will accept. In cases where the request is declined, or the tutor doesn’t see the request in time, a refund for that lesson is at the tutor’s discretion.
Expectations of Tutors
If you know you won’t be able to attend an upcoming private lesson, and you can’t find a suitable date to reschedule, it’s expected that you cancel the lesson with more than 24 hours' notice.
If you miss this timeframe, the lesson will remain in place, payment will be taken from the parent, and you must refund the missed lesson within 48 hours after it was due to finish.
How do I do this?
Go into your Previous Bookings.
Click Edit, then Refund.
If you fail to refund through your account within 48 hours, MyTutor will manually process the refund for you and you‘ll receive a warning.
We’ll monitor how many warnings you get, and on the third warning, we’ll (unfortunately) have to remove you from the platform.
If you miss the 48-hour window, you won’t be able to:
Refund the next lesson you have with the student
Offer a free meeting to make up for the missed lesson
You may not send over work in a message for the student to complete to make up for a missed lesson.
Expectations of Parents / Students
If you know you won’t be able to attend an upcoming lesson with your tutor, and you can’t find a suitable date to reschedule to, it’s expected that you cancel the lesson with more than 24 hours' notice.
If you miss this timeframe, you’ll be charged for the lesson and a refund will be up to the tutor’s discretion. Tutors are not obliged to refund lessons which are cancelled with short notice.
Tutors are responsible for refunding tutorials and can do so through their account within 48 hours after the lesson was due to finish. Please contact your tutor in the first instance if you’d like to be refunded.
If you don’t receive a response, please email support@mytutor.co.uk with the following information 72 hours before the original lesson start time:
Date and time of the lesson
Reason for requested refund
Name of your tutor
If a tutor owes you a refund and doesn’t do it within 48 hours after the lesson has finished, we’ll intervene and make sure you are refunded and give the tutor a warning.
Technical problems
If a lesson is unable to go ahead due to technical difficulties on either end, our advice is to check the Tech FAQs for a solution.
If you're unable to find a solution to your problem, speak to the MyTutor team on our live chat function, which you'll see in the bottom right-hand corner of your screen, and a member of our team would be more than happy to help!
We recommend you spend approximately 5 minutes trying to solve the technical issue, and if you're unsuccessful, refund and reschedule the lesson.
Unfortunately, we’re not able to make refunds for technical issues outside of our control. You can read more about our tutor tech requirements policy here.