MyTutor Refund Policy
To ensure fairness for both families and tutors, our policy is built around a 24-hour rule. This helps everyone manage their schedules effectively.
The 24-hour Rule
More than 24 hours before the lesson: You can cancel the lesson, or you can reschedule it for a new time. Payment for the lesson will not be taken.
Less than 24 hours before the lesson: The option to cancel is no longer available. You can only request to reschedule the lesson.
For Parents & Students
We understand that plans can change unexpectedly. Here's how to manage your lessons while being fair to your tutor's schedule.
If you need to change a lesson:
With more than 24 hours' notice, you can cancel the lesson directly from your account, and you will not be charged.
With less than 24 hours' notice, you can request to reschedule. However, please be aware that your tutor may not see the request in time or may be unable to accommodate the new time.
Refunds, late cancellations & reschedules (less than 24 hours' notice):
You cannot cancel a lesson with less than 24 hours' notice and therefore you will be charged. A refund in this situation is not guaranteed and is at the discretion of your tutor. Tutors are within their rights to decline a refund request for late cancellations, as they have reserved that time for you.
If you request to reschedule with less than 24 hours' notice, the tutor must accept or delince the change. If the tutor declines, the original lesson time still stands. Refunds for short notice reschedule requests are at the tutor's discretion.
If your tutor agrees to a refund, they will process it from their account.
If you are entitled to a refund, this will be refunded automatically as credits to your MyTutor account.
Automatic refunds will appear in your account as credits within 24 hours of the lesson completing.
if your lesson is not automatically refunded, this means it falls under the tutor's discretion. In this case, please message your tutor directly.
For Tutors
We trust you to manage your schedule professionally. Here are the expectations for handling cancellations and missed lessons.
If you cannot attend a lesson:
The best practice is always to cancel with more than 24 hours' notice. This ensures your customer is not charged and gives them time to adjust their plans.
If you miss the 24 hour window, you must request to reschedule. If the parent declines or doesn't accept the new suggested time, the booking will be cancelled and the parent will receive a refund.
What triggers automatic refunds for your customers?
A confirmed lesson will be refunded automatically if you do not attend the scheduled lesson, including:
You accept a reschedule request but fail to attend the new lesson time.
You decline a reschedule request, but then do not attend the original lesson time.
Refunds at your discretion
If a parent or student requests to reschedule less than 24 hours before the lesson, refunds are at your discretion, provided you deline the new proposed time attend the original lesson.
If you decline a late reschedule request, you must still attend the original lesson to be paid. If the parent/student also does not attend, no refund will be automatically processed, as it's at your discretion.
We recommend you attend the first 15 minutes of every lesson, in case a student is late to join. But you must attend for at least 2 minutes of a lesson even if you know the parent/student won't attend. This ensures your attendance is recorded and you are paid.
How to process discretionary refunds:
You are responsible for issuing refunds at your discretion for any lessons you've agreed with the customer. You have 7 days to process these refunds from your account.
Go to your Previous Bookings page.
Find the lesson and click 'Edit', then 'Refund'.
The parent will be notified, and the refund will be processed immediately and added as credits to their MyTutor account.
Technical Problems
If a lesson cannot process due to technical issues, we advise spending approximately 5 minutes trying to resolve the problem using our Tech FAQs. If the issue persists, the best course of action is to reach out to our Support team.
Please note that we do not provide refunds for technical issues outside of our control, such as problems with your personal Wi-Fi or device. You can read our full rech requirements policy here. If you need immediate assistance, please contact our Support Team via live chat.
For additional guidance please see the following articles:
Students/Parents: How do I cancel or reschedule a lesson with my tutor?
Tutors: How do I get paid