Refund Policy

7-Day Refund Window

Any purchase (hourly credit, package, subscription, or program) may be refunded in full within 7 days of the family’s first paid session under that purchase. No reason required. Refund issues to original payment method within 5 business days. A 3% payment-processor recovery fee applies to cash refunds (not to platform credits).

First-Session Money-Back Guarantee (Certified only)

If a family’s first Certified Tutor session does not meet expectations, the family may, within 24 hours of the session, request that session be refunded or credited. Once per family lifetime. The session must have been completed (not a no-show or cancellation). Does not apply to Independent tier.

Hourly Credit Balances

Unused hourly credits expire 24 months from date of purchase. Expired credits are non-refundable. Credits may be refunded on request within their validity period, less a 3% payment-processor recovery fee.

Package Refunds After 7 Days

Pro-rated refund based on unused hours valued at the hourly rate they would have cost without the package discount.

Subscription Cancellation

Subscriptions may be canceled at any time and remain active through the end of the current billing cycle. No partial-month proration. Unused sessions in the canceled month remain bookable until the cycle ends, then expire (1-month rollover applies before cancellation but not after).

Subscription pause: family may pause for up to 60 days per calendar year without losing the locked-in rate.

Test Prep Program Refunds

Test prep programs are refundable in full within 7 days of purchase OR before the first scheduled session, whichever comes first. After the first session, no cash refund is available; family may pause the program for up to 90 days and resume without loss of remaining sessions.

Session Cancellation by Family

• More than 24 hours notice: no charge.
• 4-24 hours notice: 50% of session price charged.
• Less than 4 hours notice or no-show: 100% of session price charged.
• Independent tutors may set their own stricter cancellation policy; their policy supersedes when stricter.

Session Cancellation by Tutor

Family is fully refunded for any session canceled by the tutor. Repeated tutor cancellations (3+ in any 30-day window) trigger admin review and may result in tier demotion or removal.

No-Shows

• Family no-show: full session price charged.
• Tutor no-show: family fully refunded plus 1 free hour credit (Certified tier) or full refund and platform-issued credit (Independent tier).

Questions?

Refund questions, edge cases, or anything else not covered above? Email support@forumtutoring.com and we’ll work it out.