Cancellation and refunds

This policy explains how to cancel, what happens when a service has already started, how lesson changes work and when we provide a replacement, account credit or cash refund.

It forms part of the Family terms of service. Nothing in this policy reduces your statutory consumer rights.

Contact us about a cancellation or refund

The Payer can:

• end a recurring plan through Billing in the family account;
• cancel or move a lesson through Lessons; or
• request help or a refund by emailing support@tutors.gg.

Include the order, payment or booking reference and explain what happened. Do not send card details or unnecessary information about a learner by email.

Only the Payer can cancel a purchase or request a cash refund. A learner or view-only guardian can ask us for help, but we confirm a money decision with the Payer.

Your 14-day cooling-off right

When you buy a service online, you will normally have 14 days to cancel without giving a reason. The period begins on the day after the contract is made.

You can cancel by using the model cancellation form at the end of this page or by sending any clear statement that you want to cancel. You do not have to use the form.

If you ask us to start a service within 14 days

We ask for your express request before starting a service during the cooling-off period.

If you cancel after the service has started, we may deduct a fair amount for the part properly supplied before you cancelled. The amount is based on the contract price and the proportion delivered. We do not charge for work that was not supplied. If a supplied service did not meet statutory standards, the applicable remedy may include repeat performance or an appropriate price reduction.

If a service is fully performed during the cooling-off period, the statutory cancellation right ends only where performance began with your prior express request and consent, and you acknowledged that you would lose the right once the service was fully performed.

If you do not ask for early service, we will not start that service until the cooling-off period ends.

Immediate digital content

Some purchases may include digital content supplied immediately, such as a download or completed digital resource.

Where the digital-content rules apply, we ask separately for:

• your consent to immediate supply; and
• your acknowledgement that you lose the 14-day cancellation right for that digital content when supply begins.

If we do not obtain the legally required consent and acknowledgement, your cancellation right is not lost. If you do not agree to immediate supply, we wait until the cooling-off period ends before supplying that digital content.

An ongoing service delivered through a website is not automatically treated as digital content. Checkout shows the choices that apply to the actual components of the offer.

One-off services

One-off services can include Fresh Start, a lesson, a marked paper, a report or another clearly described piece of work.

Before payment, we show:

• what we will supply;
• the total price and VAT treatment;
• when delivery starts and completes;
• any request needed to start during the cooling-off period; and
• any offer-specific cancellation condition.

If you cancel before work starts, we refund the amount paid unless a lawful, clearly disclosed exception applies. If you asked us to start and part of the service has been properly supplied, we may deduct only the fair delivered proportion allowed by law.

If we fail to supply the service, we will provide the appropriate replacement, account credit or cash refund. If the service is not performed with reasonable care and skill, you may be entitled to repeat performance or a price reduction.

Digital content must be of satisfactory quality, fit for a purpose you made known to us and as described. If it is defective, you may be entitled to a repair or replacement. If that is impossible, takes too long or does not fix the problem, you may be entitled to an appropriate price reduction, which can be a full refund where justified. You may also have rights if defective digital content damages your device or other digital content and we failed to use reasonable care and skill.

Recurring plans and subscriptions

Before the first payment, we show the recurring price, billing frequency, next charge date, included service and how to cancel.

We send a reminder before renewal that states the plan, renewal date, price and how to cancel. If the price or service changes materially, we give at least 30 days' notice and a fair opportunity to leave before the change applies.

You can cancel online from any plan state, including while a payment is overdue or being retried. We do not charge a cancellation fee or place a retention survey between you and cancellation.

Cancellation stops the next renewal. Access already paid for continues until the end of the current paid period, unless:

• you exercise a statutory cancellation right;
• we agree a different remedy with you; or
• access must be restricted for a genuine safety or legal reason.

Future plan lessons are cancelled without a cancellation fee. A separate lesson charge already fairly due under the lesson-change rules remains due.

Ending a plan does not automatically refund a period already supplied. This does not affect any cooling-off, quality or undelivered-service right.

Cancelling or moving a lesson

The change screen shows the exact result before you confirm it.

At least 24 hours before the lesson

Cancelling or moving the lesson is free.

Less than 24 hours before the lesson

The first late cancellation or move for your family in a school term uses your free grace pass. You are not charged for that change.

After the grace pass has been used, a later change with less than 24 hours' notice is charged at the booked lesson price.

For a reschedule, the original booking keeps the recorded change result and the new lesson is booked separately. You always see whether the change is free, uses the grace pass or is charged before confirmation.

If the learner does not attend

A lesson where the learner does not join is charged in the same way as a late cancellation after the grace pass has been used.

If we miss or cannot deliver the lesson

We never charge the family for a lesson missed because of tutors.gg or the tutor we arranged. A person records the outcome and offers a replacement lesson or account credit. You can request a cash refund where the law or the applicable remedy gives that option.

When something goes wrong

We first consider the remedy that properly fixes the problem:

1. repeat or re-supply the service where that is possible and proportionate;
2. offer account credit where the published rule permits it; or
3. refund cash where you choose it under an applicable remedy or the law requires it.

You do not have to accept account credit instead of a cash refund where the law entitles you to cash.

We do not promise a particular grade or exam result. The absence of a desired result does not by itself mean the service was defective. We remain responsible for supplying the service described at checkout with reasonable care and skill.

Account credit

One account credit equals £1. Credit does not expire and cannot be withdrawn as cash.

If you choose credit as a remedy, we record it in Billing against the relevant order, payment or lesson. Promotional credit may have separate use conditions shown before you accept the promotion.

A valid statutory refund or an undelivered service is never trapped as credit.

How cash refunds are paid

We return cash to the original payment method unless:

• that method cannot receive it;
• the law requires another method; or
• you expressly agree to another method that does not cost you anything.

For a statutory cooling-off cancellation, we refund sums due without undue delay and no later than 14 days after we are told of the cancellation. We may deduct only an amount the law permits for a service supplied at your express request.

For another agreed refund, we approve and initiate it promptly and tell you when it has been sent. Your bank or card provider may take additional time to display it.

We keep a record of the decision, destination and amount in Billing. AI may help route a request, but a person makes the final refund decision and money movement, apart from any separately published low-value credit-only remedy.

Disputed payments

Contact support@tutors.gg if a charge looks wrong. We will investigate the order, payment and delivery record and explain the outcome.

You keep any chargeback or card-provider rights. Please do not submit the same claim through several routes without telling us, because duplicate recovery can delay resolution.

Complaints and independent rights

Email complaints@tutors.gg if you disagree with a cancellation or refund decision. Include the relevant reference and the outcome you want.

We will acknowledge the complaint within two working days and aim to give a substantive response within ten working days. If the investigation needs more time, we will explain why and when you will hear from us again.

You can obtain independent consumer advice from Citizens Advice. You may also use any court, card-provider or regulator route available to you. Our terms and this policy do not exclude those rights.

Model cancellation form

Complete and send this form only if you want to cancel a contract. You may instead send any other clear statement that you want to cancel.

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:

Do not include card details or unnecessary information about a learner.