Last Updated: May 2026
Refund, Cancellation & Professional Conduct Policy
This page explains our cancellation, refund and professional conduct policies for students, parents, guardians and tutors using the platform.
Student & Parent Refund / Cancellation Policy
This policy applies to all students and parents or guardians booking tutoring services through the platform. By booking lessons or making payment for tutoring services, you agree to the terms outlined below.
1. Monthly Tuition Payments
- Tutoring services are generally provided on a monthly advance payment basis to secure recurring lesson slots and tutor availability.
- Payments should be completed before scheduled lessons commence unless otherwise agreed.
- Failure to complete payment may result in lessons being paused until balances are cleared.
2. 24-Hour Cancellation Policy
- Students or parents/guardians must provide a minimum of 24 hours’ notice to cancel or reschedule a lesson.
- Notice should be provided through the agreed communication channel, including WhatsApp, email or direct scheduling communication.
3. Late Cancellations
- Where less than 24 hours’ notice is provided, the lesson will normally remain chargeable and deducted from the student’s scheduled sessions.
- This policy exists because tutors reserve dedicated time specifically for each student and are often unable to fill cancelled slots at short notice.
4. Missed Lessons & No Shows
- If a student does not attend the scheduled lesson, joins excessively late or is unavailable without prior notice, the lesson may be considered completed and remain chargeable.
- Tutors are expected to wait a reasonable amount of time before marking a lesson as missed.
5. Rescheduling Requests
- Where sufficient notice is provided, reasonable efforts will always be made to rearrange lessons depending on tutor availability.
- Rescheduled lessons remain subject to timetable availability and therefore cannot always be guaranteed.
6. Technical Requirements
- Students are responsible for ensuring access to a stable internet connection, suitable devices and required lesson software/platforms.
- Lessons affected by student-side technical difficulties may still remain chargeable where the tutor remained available for the session.
7. Refund Policy
- Students and parents may request a full refund at any stage for unused prepaid lessons or remaining account balance.
- Refunds may be requested due to scheduling incompatibility, discontinuation of tutoring or dissatisfaction with services.
- Completed lessons already conducted will normally be deducted at the agreed lesson rate before any remaining balance is refunded.
- Approved refunds are usually processed within a reasonable timeframe depending on payment provider processing times.
8. Trial Lessons
- Paid trial or introductory lessons are generally non-refundable once completed unless exceptional circumstances apply.
9. Student Conduct
- Students and parents are expected to maintain respectful and professional communication with tutors and staff at all times.
- Abusive, threatening, inappropriate or discriminatory behaviour may result in immediate termination of tutoring services.
10. Policy Updates
- Policies may be updated periodically to reflect operational, legal or safeguarding requirements.
- The latest published version will apply to all ongoing tutoring arrangements.
Tutor Cancellation & Professional Conduct Policy
This policy applies to all tutors providing services through the platform. By accepting students or conducting lessons through the platform, tutors agree to comply with the professional standards outlined below.
1. Professional Standards
- Tutors are expected to attend lessons punctually, remain professionally prepared and maintain high teaching standards at all times.
- Professionalism, reliability and respectful communication are essential requirements for remaining active on the platform.
2. 24-Hour Cancellation Requirement
- Tutors should provide a minimum of 24 hours’ notice if a lesson must be cancelled or rearranged.
- Notice should be communicated promptly through the agreed communication channels.
3. Tutor Late Cancellation Policy
- If a tutor cancels with insufficient notice or fails to attend a lesson, the session must normally be rearranged at no additional cost to the student.
- Repeated late cancellations or unreliable attendance may result in internal review or removal from the platform.
4. Emergency Circumstances
- Genuine emergencies, illness, family emergencies or unexpected technical issues will always be considered reasonably and fairly.
- Tutors are nevertheless expected to communicate issues as early as possible.
5. Tutor Availability & Scheduling
- Tutors are responsible for maintaining accurate availability and informing the platform promptly regarding timetable changes.
- Repeated timetable instability or inconsistent attendance may affect future student allocations.
6. Lesson Preparation & Delivery
- Tutors are expected to prepare appropriately for lessons, adapt teaching methods to student needs and maintain lesson quality consistently.
- Tutors should only teach subjects and levels within their competency and experience.
7. Direct Contact & Client Protection
- Tutors may not bypass the platform for independent payment arrangements or private agreements with students introduced through the service.
- Any attempt to circumvent platform procedures may result in immediate termination of tutor access.
8. Confidentiality & Data Protection
- Tutors must handle all student information responsibly and confidentially.
- Student contact details, lesson records and personal information must not be shared without proper authorisation.
9. Tutor Conduct
- Tutors must maintain respectful, lawful and professional behaviour at all times.
- Any inappropriate, abusive, misleading or unethical conduct may result in immediate removal from the platform.
10. Policy Updates
- Policies may be updated periodically to maintain professional, operational and safeguarding standards.
- Continued use of the platform constitutes acceptance of the latest updated policy.
The latest published version of this policy will apply to all ongoing tutoring arrangements.
Contact Information
If you have any questions about this policy, please contact us using the details below.
Email: info@gcseonlinetutoring.uk
Phone: +44 7377 137585
