Booking policy

Reservations and payment

• You can reserve lessons up to six calendar months ahead.
• For a lesson more than 14 days away, save a card with your consent to collect the agreed lesson price later. No lesson fee is collected when you save the card. The first automatic payment attempt is about 14 days before the lesson.
• Lessons booked within 14 days require payment at booking.
• If a scheduled payment fails, we notify you and the tutor or school. We may retry a temporary failure and may ask you to update or authenticate your payment. Your reservation shows the final payment deadline, normally seven days before the lesson.
• If payment remains unresolved at the deadline, we automatically cancel the unpaid reservation, release the place and notify both parties. If the payment outcome is uncertain, we check it before releasing the place.
• Canceling before any lesson fee is collected requires no lesson-fee refund and incurs no cancellation processing fee. After collection, the cancellation terms below apply.

Student cancellations

• Students can cancel a lesson before its scheduled start time.
• If a student cancels, Stripe's payment processing fee may be deducted from the student's refund.
• A student who does not attend a confirmed lesson without cancelling may not be entitled to a refund.
• Late cancellations may be recorded against the student account and may affect the student's reliability status.

Tutor or School cancellations

• If a tutor or school cancels, the student receives a full refund of the amount paid for the lesson.
• Stripe's payment processing fee may be charged against the tutor or school account.
• A cancellation within 24 hours of the lesson start time is treated as a late cancellation.
• Late cancellations may be recorded against the tutor or school account and may affect its reliability status.

Lesson unavailable

• If a student attends or attempts to join a confirmed lesson but the tutor or school does not provide it, the student should receive a full refund.
• This includes cases where the tutor is unavailable, the school or lesson location is closed, or an online lesson cannot reasonably be accessed due to circumstances within the tutor or school's control.
• TutorFrog may request information or evidence before approving the refund.

Rescheduling

• A lesson can only be rescheduled with the agreement of both the student and the tutor or school.
• A lesson remains booked for its original time until the change has been confirmed.
• For a saved-card reservation, cancel and rebook the new lesson time. Its price, payment schedule and consent are confirmed again.

Timing and refund processing

• Lessons cannot normally be cancelled after their scheduled start time.
• Approved refunds are submitted to the payment provider as soon as reasonably possible.
• Refunds may take 5–10 business days to appear in the student's bank account.
• In some cases, the original payment may disappear from the bank statement instead of appearing as a separate refund.

Email updates

TutorFrog may send booking confirmations, cancellation notices and refund updates by email so that students, tutors and schools have a record of changes to their lessons.