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I want to know more about refund requests for private lessons

I'm a Tutor article! Find out about refunds for private lessons, which are automatic, which need your go ahead, and how to action these.

Updated over 2 weeks ago

Should I refund a private lesson?

Some refunds are automatic, and some you’ll have to process yourself. This will usually depend on when the reschedule or cancellation is made and who requested it.

Read our refund policy here and how to make changes to your private lessons here.

More than 24 hours before the lesson

If you or the parent wants to cancel the lesson:

  • Both you and the parent can cancel from your MyTutor accounts

  • No payment will be taken.

  • If you're cancelling or reschedluing the lesson, please make sure you are messaging the parent to advise them of the change so they are aware.

Less than 24 hours before the lesson

If the lesson is confirmed:

  • The parent can no longer cancel, they'll only be allowed to request a reschedule

  • Here, a refund will be at your discretion

  • You also cannot cancel, and only request a reschedule.

  • If the parent accepts, the payment will transfer to the new booking.

  • If the parent declines and you fail to attend, a refund will be processed automatically

For discretionary lessons you want to refund

Once the lesson time has passed, you can refund the parent by going to your previous bookings page and clicking on 'edit' and 'refund' next to the lesson.

What if my student just didn't turn up for the lesson and now wants a refund?

The decision to refund is completely at your discretion.

  • If a parent insists on a refund after you've explained your decision:

    • Clearly and respectfully communicate your decision to the parent.

    • Advise them to reach out to MyTutor support if they remain dissatisfied for further clarification and mediation.

How do I manually refund a private lesson?

In some cases, parents are automatically refunded, for example, if you do not attend the lesson. But in others (discretionary refunds), you’ll need to do a manual refund.

To manually refund a parent:

Less than 7 days after the lesson

More than 7 days after the lesson (you won't the option to refund yourself anymore)

  • Our Support Team can help

  • Please send us an email with the lesson details (date/time) and your student's name. If you haven't been paid yet, we'll be able to refund the lesson for you.

  • If you've already been paid for the lesson, you'll have the option to refund an upcoming lesson.

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