TutorTech Payment and Cancellation Policy
Updated: May 2026
Version: v2.2
This Payment and Cancellation Policy (“Policy”) explains how payments, cancellations and refunds are handled for services and digital content offered via the TutorTech platform, including:
one-to-one tutoring services provided by independent Tutors;
Classes provided by TutorTech;
Marketplace digital content created and sold by approved Tutors; and
any applicable platform service fees, subscriptions or other charges.
Cancellation and refund terms may differ between Tutor-provided services, TutorTech-provided Classes and Marketplace digital content. The applicable terms will be displayed at the point of booking or purchase.
1. Payments
1.1 Payment processing
All payments are processed securely using trusted third-party payment providers, including Stripe and/or other payment providers used by TutorTech from time to time. TutorTech does not store full payment card details.
Where payments relate to Tutor-provided services or Tutor-created Marketplace content, payment flows may include Stripe Connect or similar marketplace payment functionality.
1.2 Payment timing
For scheduled lessons and Classes, payment is taken approximately 24 hours before the scheduled start time, unless stated otherwise at the point of booking.
For Marketplace digital content, payment is usually taken at the time of purchase. Access to the digital content may be provided immediately after successful payment, subject to the buyer’s account status, payment confirmation and any required digital delivery consent.
1.3 Types of services and content
The TutorTech platform may process payments for:
a) one-to-one tutoring services provided by independent Tutors;
b) Classes provided by TutorTech using independent tutoring contractors;
c) Marketplace digital content created and sold by approved Tutors through the TutorTech Marketplace; and
d) any applicable platform service fees, subscriptions, referral charges or administrative charges displayed before purchase.
Pricing and applicable charges are displayed before purchase.
For one-to-one tutoring services, the Tutor is the supplier of the tutoring service unless stated otherwise.
For Classes, TutorTech is the supplier of the Class.
For Tutor-created Marketplace digital content, the Tutor seller is the supplier of the content unless TutorTech expressly states otherwise. TutorTech provides the platform, hosting, payment facilitation, marketplace tools, access controls and administrative support.
1.4 Platform service fees and Tutor seller payouts
TutorTech may deduct a platform service fee, payment processing charges, applicable VAT on TutorTech fees, refunds, chargebacks, reversals or other permitted adjustments before funds are paid to a Tutor or Tutor seller.
For Tutor-created Marketplace digital content, the current TutorTech platform service fee is 20%, unless TutorTech states otherwise.
Tutor sellers are responsible for their own tax, VAT, accounting and reporting obligations relating to Marketplace sales. TutorTech does not provide tax, VAT, legal or accounting advice.
2. Cancellations
2.1 Cancellations before payment
If a booking or subscription is cancelled before payment is taken, no charge applies.
This section applies to scheduled tutoring services, Classes and subscriptions. It does not usually apply to Marketplace digital content purchased for immediate access or download.
2.2 Cancellations after payment for lessons and classes
If a lesson or Class is cancelled after payment has been taken, no refund is due, except where:
· the lesson or Class is not delivered;
· a material platform failure prevents delivery;
· a refund is required by law; or
· TutorTech determines that a refund is appropriate.
2.3 Subscription cancellations
Customers may cancel subscriptions at any time.
Cancellation takes effect immediately, but any lessons, Classes or digital content already paid for may remain chargeable, subject to this Policy, the terms displayed at purchase and applicable law.
2.4 Marketplace digital content cancellations
Marketplace digital content is usually supplied by immediate access, download or availability within the user’s account.
Once Marketplace digital content has been accessed, downloaded or made available for immediate use with the buyer’s consent, cancellation rights may be limited, except where a refund is required by applicable law or this Policy.
Where immediate access is not provided, any cancellation rights will be explained at the point of purchase where applicable.
3. Refunds
3.1 General rule
Refunds are not provided once payment has been taken, except as set out in this Policy, as displayed at the point of booking or purchase, where required by applicable law, or where TutorTech determines that a refund is appropriate.
Different refund rules may apply to one-to-one tutoring services, TutorTech-provided Classes, subscriptions and Marketplace digital content.
3.2 Mandatory refunds
A refund may be issued where:
· a Tutor or TutorTech fails to deliver a scheduled lesson or Class;
· a material platform failure prevents delivery or access;
· Marketplace digital content is not accessible due to a material platform failure;
· the wrong digital content was supplied;
· digital content is materially not as described;
· digital content does not meet applicable statutory rights;
· TutorTech or the Tutor seller did not have the right to supply the relevant digital content; or
· a refund is required under applicable consumer law.
3.3 Tutor-initiated refunds
Tutors may choose to refund their tutoring fee or Marketplace seller proceeds at their discretion, subject to platform functionality and applicable law.
TutorTech platform service fees are non-refundable once earned, except where required by law, where a material platform failure has occurred, or where TutorTech determines that a refund is appropriate.
3.4 Classes
Refunds for Classes are determined by TutorTech in accordance with this Policy, the terms displayed at the point of booking, and applicable law.
Where a Class is cancelled by TutorTech or cannot be delivered due to a material TutorTech platform failure, TutorTech may provide a refund, replacement session, credit or alternative remedy where appropriate.
3.5 Marketplace digital content refunds
Marketplace content is usually supplied as digital content.
Refunds for Marketplace digital content are not normally provided once the content has been accessed, downloaded or made available for immediate use, except where
· the content is not accessible due to a material platform failure;
· the wrong content was supplied;
· the content is materially not as described;
· the content is unsafe, unlawful or removed due to a substantiated policy breach;
· the Tutor seller did not have the right to supply the content;
· a refund is required by applicable law; or
· TutorTech determines that a refund is appropriate.
Where a refund is issued for Tutor-created Marketplace content, TutorTech may reverse, withhold or deduct the relevant Tutor seller payout, platform fee, payment processing cost, chargeback or adjustment where permitted.
3.6 Immediate digital delivery consent
Before purchasing Marketplace digital content, Customers or Tutors may be asked to consent to immediate digital delivery and acknowledge that cancellation rights may be limited once access or download begins.
The checkout may include wording such as:
“I consent to immediate digital delivery and acknowledge that I may lose my right to cancel once I access or download the content.”
If the buyer does not provide this consent, TutorTech may be unable to provide immediate access to the digital content.
3.7 Chargebacks, reversals and failed payments
If a payment is reversed, disputed, charged back, refunded or fails after access to a lesson, Class or Marketplace digital content has been provided, TutorTech may take reasonable steps to recover the relevant amount.
Where the payment relates to Tutor-provided services or Tutor-created Marketplace content, TutorTech may reverse, withhold or deduct the relevant Tutor payout, seller proceeds, platform fee, processing charge or adjustment where permitted by law and platform rules.
TutorTech may suspend or restrict access to accounts, bookings, Marketplace purchases, downloads or seller functionality where payment issues, fraud concerns or chargeback risks arise.
3.8 Duplicate purchases and mistaken purchases
TutorTech may consider refund requests for duplicate purchases or mistaken purchases where the content has not been accessed, downloaded or used.
TutorTech is not obliged to provide a refund for duplicate or mistaken purchases where digital content has already been accessed, downloaded or made available for immediate use, unless required by law or where TutorTech determines that a refund is appropriate.
3.9 Content quality concerns
If a buyer believes Marketplace digital content is materially not as described, inaccessible, unsafe, infringing or otherwise unsuitable, the buyer should contact TutorTech using the contact details below.
TutorTech may review the content, contact the Tutor seller, restrict access, request corrections, issue a refund or take other action where appropriate.
TutorTech does not guarantee that Tutor-created Marketplace content will meet a particular learning outcome, exam board requirement, school requirement, SEND need, qualification requirement or personal expectation unless TutorTech expressly states otherwise.
4. Contact Us
If you have any questions about this Payment and Cancellation Policy, or if you wish to request a refund or report a payment issue, please contact us at:
Email: info@tutortech.co.uk
For copyright or intellectual property concerns relating to Marketplace content, please contact:
Email: legal@tutortech.co.uk
5. Changes to this Policy
We may update this Policy from time to time. We will notify users of changes by posting the updated Policy on our website and services.
Where changes materially affect purchases, refunds, cancellations, Marketplace content, Tutor payouts or platform fees, we may provide additional notice where appropriate.
The version of this Policy displayed or linked at the point of booking or purchase will normally apply to that booking or purchase, unless a change is required by law or applies to ongoing platform use.