Refund & Cancellation Policy

1. Scheduled one-on-one tutoring

For a student cancellation made more than 24 hours before the authoritative service start time, eligible paid value is returned to Tutor24Hour cancellation balance rather than automatically refunded to the payment card. A student cancellation made within 24 hours of service start, or after service has started, receives no refund and no cancellation balance except where mandatory law or payment-network rules require otherwise. This 24-hour rule is fixed by platform policy and is enforced server-side.

2. Live Classes

For individually purchased Live Classes, a student cancellation made more than 24 hours before the first authoritative service start may return eligible paid value to Tutor24Hour cancellation balance. Cancellation within 24 hours of the first service start, or after service has started, receives no refund and no cancellation balance except where mandatory law or payment-network rules require otherwise. Organization-funded seat assignments follow the organization contract and are not converted into a learner cash-equivalent balance.

3. Tutor or platform cancellation

The student 24-hour cutoff does not protect tutor-caused or platform-caused non-delivery. Eligible undelivered paid value is returned as refundable Tutor24Hour cancellation balance. Where the original payment source and payment-network rules permit it, eligible refundable balance may also be returned to the original payment method. A tutor who cancels paid service may be subject to the separately disclosed reactivation-fee rules in the Independent Contractor Agreement.

4. Homework Help and completed work

Homework Help refunds depend on the amount of paid service actually returned under the approved refund or dispute decision. If a purchase used both Tutor24Hour cancellation balance and a Stripe payment, the returned value is allocated back to those actual funding sources: the balance-funded portion is restored to its source balance and only the Stripe-funded portion is sent through Stripe. Refund eligibility may be reduced or eliminated after substantive work has been delivered, except where law, payment-network rules, fraud findings, duplicate charges, or an approved dispute require a different result.

5. Self-paced courses and subscriptions

One-time Self-Paced Course purchases use a separate digital refund policy rather than the scheduled-service 24-hour rule. The default full-refund window is 7 days after payment, and Tutor24Hour may configure the window for future purchases. The refund window shown when checkout starts is saved with that purchase and is not retroactively shortened. Automatic refund eligibility ends when the saved window expires, when course consumption reaches the disclosed substantial-use threshold, or when a course certificate has been issued. An eligible one-time course refund is returned to the original payment method and course access is revoked. Mandatory law and payment-network requirements continue to take priority.

Subscriptions may be cancelled to stop future renewal according to the subscription controls shown for that product. Cancellation ordinarily does not create a prorated refund for an already-started billing period unless the product-specific terms, a billing correction, mandatory law, or an approved dispute require otherwise. Self-paced course refund eligibility does not convert subscription charges into the scheduled-service cancellation-balance workflow.

6. Tutor24Hour cancellation balance

Cancellation balance is customer paid value recorded in the platform ledger. It is separate from promotional credits, XP, points, badges, or rewards. When eligible cancellation balance is spent on another purchase, Tutor24Hour preserves its source classification so that a later approved cancellation or refund restores the balance-funded portion to its original source instead of converting it into promotional credit. Balance that is eligible for return to the original payment method may be requested through the cancellation-balance account page; balance that is not eligible for cash return remains usable only for eligible Tutor24Hour purchases.

7. Refund requests, disputes, and double recovery

Refund, cancellation-balance return, dispute, chargeback, and cancellation workflows are reconciled against the same underlying payment and ledger records. Tutor24Hour may hold or block overlapping requests while one is active so the same paid value cannot be spent, restored, refunded, or recovered twice.

8. Contractor payout impact

Refunds, disputes, chargebacks, fraud reviews, service-confirmation issues, and approved cancellations may delay, reduce, reverse, or hold tutor payouts according to the applicable payout ledger and service-delivery records. Tutor payouts are contractor payments, not wages.

9. Processing timing and currency

Approved original-payment-method refunds are submitted through the payment processor against the eligible original payment source. Processor, card-network, bank, presentment-currency, and exchange-rate handling may affect the amount displayed by the customer’s financial institution and the time required for the refund to appear. Tutor24Hour does not add a separate foreign-exchange refund markup.