Billing

Refunds and Cancellations

How refunds work on Tutorwise — cancellation policy, refund timelines, and how to request a refund.

Refunds and Cancellations

Cancellation Policy

Our cancellation policy is based on how far in advance you cancel:

TimingRefund
24 hours or more before sessionFull refund (minus Stripe processing fee — see below)
Less than 24 hours before sessionNo refund — tutor is compensated for late notice
After session has startedNo refund (contact support for disputes)
Tutor cancelsFull refund to you, regardless of timing

About the Stripe processing fee: Stripe does not return their fee when a refund is issued. The deduction is small and depends on where your card was issued:

  • UK / EU / EEA cards: 1.5% + £0.20 (e.g. £98.30 back on a £100 booking)
  • International cards (US, India, Australia, etc.): 3.25% + £0.20 (e.g. £96.55 back on a £100 booking)

How to Cancel a Booking

  1. Go to My Bookings
  2. Find the booking you want to cancel
  3. Click Cancel Booking
  4. The applicable refund will be shown before you confirm
  5. Confirm the cancellation

How to Request a Refund

If you believe you are owed a refund that was not automatically processed:

  1. Open the Lexi chat widget
  2. Say "I need a refund"
  3. Provide your booking ID and reason
  4. Our Billing agent will review your request

Refunds are processed automatically via Stripe when your cancellation qualifies. If you believe you are owed a refund that was not processed, contact support via Lexi and our billing team will review within 24 hours.

Refund Timelines

  • Processing: 1-3 business days after approval
  • Bank account: 5-10 business days to appear (depends on your bank)
  • Card refunds: 5-10 business days

Subscription Refunds

  • Refund available within 14 days of your first subscription payment
  • After 14 days, cancel to stop future charges (no refund for current period)
  • Contact support for exceptional circumstances

Disputes

If you disagree with a charge:

  1. Contact our support team first — we resolve most issues within 24 hours
  2. Do not file a chargeback with your bank before contacting us
  3. Chargebacks incur additional fees and may result in account suspension

Tutor Cancellations

If a tutor cancels your session:

  • You receive a full refund regardless of timing
  • The tutor's CaaS score is affected
  • Repeated cancellations may result in tutor suspension