Refund & Cancellation Policy
Last updated: March 25, 2026
1. How Payments Work
TutorNow uses Stripe to process all payments. Sessions are billed per minute at the tutor's hourly rate. When a tutor accepts your request, a temporary hold is placed on your payment method for the estimated session cost. When the session ends, the actual charge is calculated based on the exact time used and captured — any excess hold is released automatically.
If a session runs longer than the original estimate, it continues without interruption. You will see a notification when you approach your estimated time and can choose to continue or end the session. You are always charged only for the actual time used.
2. Cancellation by Student
- Before a tutor accepts: Students can cancel a pending request at any time. No payment hold is placed until a tutor accepts, so there is no charge.
- After a tutor accepts, before the session starts: Students can cancel and the payment hold is released immediately. No charge is made.
- During an active session: Students can end the session at any time. The charge is based on the actual time used, rounded to the nearest minute.
3. Cancellation by Tutor
- Before the session starts: If a tutor cancels after accepting a request, the payment hold is released and the student is not charged.
- During an active session: If a tutor ends a session early, the student is charged only for the time used.
Repeated cancellations by either party may affect account standing.
4. Refunds
- Technical issues: If a session cannot take place due to a technical failure on our platform (e.g., video call failure), the student may request a full refund by contacting tutornowsupport@gmail.com within 24 hours of the session.
- No-show by tutor: If a tutor accepts a request but fails to join or respond, the payment hold is released and no charge is made. Contact support if the hold is not released automatically.
- Quality disputes: If you believe a session did not meet reasonable expectations, contact tutornowsupport@gmail.com within 48 hours. We will review the case and may issue a partial or full refund at our discretion.
5. Dispute Resolution
If you have a payment concern that cannot be resolved through our support team, you may file a dispute directly with your card issuer. Stripe's standard dispute resolution process will apply.
We encourage you to contact us first at tutornowsupport@gmail.com so we can resolve the issue quickly.
6. Tutor Payouts
Tutors receive 80% of the session fee after completion. Payouts are processed by Stripe according to their standard payout schedule. If a student is refunded, the corresponding tutor payout may be adjusted.
7. Contact
For refund requests or payment questions, contact tutornowsupport@gmail.com.