Cancellation and refunds

• A plan

  End it from Billing in your family account.

• A lesson

  Cancel or move it from Lessons.

• Anything else

  Email support@tutors.gg with your order, payment or booking reference and what happened.

Only the Payer, the adult who pays, can cancel or ask for a cash refund. Anyone else in the family can ask us for help.

Never email card details, or more about your child than we need. This page is part of our terms and never reduces your legal rights.

Buy a service online and you normally have 14 days to cancel without a reason, from the day after you buy. Before you pay, checkout shows what you’ll get, the price including any VAT, the dates and any conditions.

• Any clear message works

  Use the form below or your own words. Cancel before we start and you get back what you paid, unless we told you of a lawful exception first.

• We start early only if you ask

  If you don’t ask, we wait until the 14 days are over.

• You pay only for what you had

  Cancel after we’ve started and we may keep a fair share of the price for what we properly delivered. Never for work we didn’t do.

• Finished means finished

  Your right to cancel ends once the whole service is delivered, but only if you asked us to start early and agreed you’d lose the right.

Digital content we supply straight away, like a download, needs two separate yeses from you: to get it now, and to give up the 14 days for it. Without both, you keep your right to cancel.

If you’d rather wait, we supply it after the 14 days. An ongoing service on our website isn’t digital content just because it’s online.

Grade Builder and Grade Partner renew every 4 weeks. A change to how many Grade Partner lessons you have starts at a later 4-week boundary, and never re-charges the current one.

• Everything shown before you pay

  The exact price, the service dates, the next payment date, what’s included and how to cancel.

• A reminder 7 days before renewal

  With the plan, the dates, the price and a direct way to cancel.

• 30 days’ notice of big changes

  If the price or the service changes in a way that matters, you hear at least 30 days ahead and can leave before it applies.

• Cancel online, any time

  Even while a payment is overdue or being retried. No fee, and no survey in your way.

• Keep what you paid for

  Cancelling stops the next renewal. Your paid service carries on to the end of the 4 weeks you’ve paid for.

Paid access only ends sooner if you use a legal right to cancel, we agree another remedy, or a genuine safety or legal reason requires it. Future plan lessons are cancelled with no fee.

A lesson charge already fairly due still stands, and service you’ve had or started isn’t refunded automatically. Your 14-day, quality and non-delivery rights always stay.

The change screen always shows the result before you confirm.

• 24 hours or more before

  Cancel or move it for free.

• Under 24 hours, the first time

  Your family’s free grace pass covers one late change each school term.

• Under 24 hours, after that

  It’s charged at the booked lesson price.

• If your child doesn’t join

  The lesson is charged, like a late change once the grace pass is used.

• If we miss it

  You’re never charged. A person records what happened and offers a replacement lesson or a cash refund to your original payment method.

A late move keeps its result on the original booking, and the new lesson is booked separately.

We don’t promise a grade, and missing the result you hoped for doesn’t on its own make a service faulty. We must still deliver what checkout described, with reasonable care and skill.

• We fix it first

  If we don’t deliver, don’t take reasonable care and skill, or supply something faulty (not as described, not fit for a purpose you told us, or poor quality), we redo, repair or replace it where that’s possible and fair.

• Or you get money back

  You can choose a cash refund where a remedy allows it or the law requires it. If a fix isn’t possible, takes too long or doesn’t work, you may pay less, up to a full refund.

• Back where it came from

  Refunds go to your original payment method, unless it can’t receive them, the law says otherwise, or you agree another way that costs you nothing.

• Within 14 days of a cancellation

  Cancel in your 14 days and we refund what’s due without undue delay, within 14 days of you telling us. Other agreed refunds go promptly, and we’ll tell you when your refund is on its way.

• A person decides

  A person makes the final call on refunds and other remedies for legal, quality and dispute claims, or when it’s unclear what was delivered. AI may sort requests, but never decides.

Billing records every refund decision, where the money went and how much. If you’ve paid for something that can’t be started, we refund it in full automatically.

If faulty digital content damages your device because we didn’t take reasonable care and skill, you may have rights for that too.

If a payment looks wrong, email support@tutors.gg and we’ll check it and explain what we find. You keep your chargeback rights, but tell us if you also ask your bank, so nothing is slowed down.

To complain about a cancellation or refund decision, email complaints@tutors.gg with the reference and the outcome you want.

• A reply within 2 working days

  To confirm we have your complaint.

• A full answer within 10 working days

  That’s our aim. If we need longer, we’ll tell you why and when to expect it.

• Your rights stay yours

  Citizens Advice gives independent consumer advice, and any court, card-provider or regulator route stays open to you.

Send this only if you want to cancel a contract, or use any other clear message. Leave out card details and anything about your child we don’t need.

To

TUTORS.GG LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. support@tutors.gg

I give notice that I cancel my contract for the following service or digital content:

• Order or subscription reference:
• Ordered on:
• Name of Payer:
• Address of Payer:
• Signature of Payer, only if this form is sent on paper:
• Date: