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 for late cancellations (less that 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 for late cancellations, as they have reserved that time for you.
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 to you directly from the tutors through their account, or via our Support Team through our refunds process.
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.
How to refund a missed lesson:
You are responsible for issuing refunds for any lessons you miss. This must be done within 48 hours of the lesson's scheduled finish time.
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.
You'll still have the option to issue a refund yourself for up to 48 hours after a lesson, but if one hasn't been issued within the first 24 hours, we may now step in and process it on your behalf to avoid delays for families.
To be clear, we'll only do this in straightforward cases - any refunds that are at your discretion will still be left to you to refund from your account.
If you'd prefer to handle a refund yourself, we recommend doing so as soon as possible within that 24-hour window.
Important!
To ensure fairness and for alignment with our processes, please do not:
Offer to refund the next lesson in place of the missed lesson
Offer a free meeting at a later date to make up for it
Send work for the student to complete instead of issuing a refund
These alternatives are not acceptable. Missing lessons and failing to follow the refund process will result in warnings, and repeated warnings may lead to removal from the platform.
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