Legal and safety
Refund cancellation and rescheduling policy
This policy explains the remedies that apply when a booking changes, a participant misses a class, or a technical or uncontrollable event prevents delivery.
Version 2026-09-08-draft4. TutorSouq is currently used as the platform trading name. Formal entity, licensing and dispute details will be added after incorporation and legal review.
Unconfirmed requests
A request is not a confirmed booking until accepted and shown as confirmed. It may be withdrawn without charge before confirmation, subject to correction of any bank transfer already received.
Rescheduling
Either side may request one reasonable reschedule at least 24 hours before class without a cancellation charge. The replacement time requires agreement. If a tutor initiates the change and no reasonable alternative is available, the customer may choose credit, tutor replacement, or refund for the affected class.
Late cancellation and absence
A student cancellation, late reschedule, or absence within 24 hours is normally charged. A missed group class does not pause the group; the student may use an authorised recording where available or arrange a separately priced one-to-one catch-up.
Tutor cancellation
A tutor-caused cancellation or no-show entitles the customer to a replacement class, tutor replacement, credit, or refund for that class. Repeated tutor-caused absence may also result in a goodwill class credit after fair review.
Technical problems and force majeure
A material TutorSouq or designated video-provider outage will result in rescheduling or credit. A participant-side device, power, or internet problem is normally treated as that participant’s absence. Genuine events beyond reasonable control are assessed fairly after notice and reasonable mitigation.
Packages and requests
Completed and late-cancelled classes may be deducted from an eligible package refund at their applicable value. Promotional and referral credits have no cash value. Request a remedy through the Contact page or support@tutorsouq.com with the booking reference and relevant details. Mandatory consumer rights are not restricted.
Questions, requests or concerns may be sent through the Contact page or to support@tutorsouq.com.