Cancellation & Refund Policy

How charging works

Buying lesson tokens and arranging a session are two separate steps. Once you've agreed a date and time with a tutor, they schedule the session on the platform — this reserves the right number of tokens for the session length straight away, and it appears as an upcoming session on your dashboard. Your tutor is only paid once the session has taken place and they've marked it as complete.

If a tutor teaches a session that wasn't scheduled in advance, they can instead log it as a completed lesson afterwards, which uses a token and pays them in one step.

Changing or cancelling a scheduled session

If you need to change or cancel a session that's been scheduled, message your tutor through Channel Tutoring as soon as you can. If the session won't be going ahead, your tutor cancels it on the platform and your reserved tokens are refunded to your balance in full, automatically.

Lessons logged or marked complete in error

If a tutor marks a session complete, or logs a completed lesson, by mistake, they can undo it within 24 hours. This refunds the exact number of tokens used and reverses their payout. If it's outside that 24-hour window, contact us at info@channeltutoring.com and we'll sort it out.

No-shows

Tutors only mark a session complete — and get paid — once it has actually taken place, so a client no-show shouldn't result in a tutor being paid. If a tutor doesn't attend a scheduled session, please contact us so we can look into it and, where appropriate, cancel the session and refund your tokens.

Failed or disputed token purchases

If a card payment for tokens fails, no tokens are added to your account. If you believe you were charged in error, or want to request a refund for tokens you haven't used, contact us at info@channeltutoring.com and we'll review it. Unused tokens don't expire.

Contact

Questions about a specific booking? Email info@channeltutoring.com with your booking details.