Refund Policy

Current phase

During Phase 1 the Platform is free; the payment module has not yet launched. This policy describes the refund mechanics that will apply after paid features are released.

Grounds for a refund

A client may request a refund in the following cases:

• Session cancelled by the specialist — the specialist cancelled the session less than [PERIOD: fill in] hours before it was due to start without good reason.
• Inability to connect — the client could not reach the specialist and the session did not take place.
• Technical fault — the payment was charged but the session was not recorded in the system due to a Platform error.
• Double charge — the client was charged more than agreed.

The following situations are not grounds for a refund:

• the client was late or did not attend the session at their own initiative;
• the client is dissatisfied with learning outcomes but the session did take place;
• the request is submitted after the deadline set out in the Deadlines section.

How to request a refund

1. Send a request to [SUPPORT EMAIL: fill in] with the subject "Refund — [Order ID]".
2. Include: Order ID, session date and time, amount paid, reason for the refund.
3. Attach screenshots or other evidence if available.
4. The request will be reviewed within [REVIEW PERIOD: fill in] business days.

Deadlines

A refund request must be submitted no later than [PERIOD: fill in] calendar days from the date of payment. After this period a refund is not possible, unless otherwise required by law or an individual agreement.

Processing times

Once a refund is confirmed, funds are returned to the original payment instrument within:

• Bank cards — [PERIOD: fill in] business days;
• Digital wallets — [PERIOD: fill in] business days.

Actual crediting times depend on the issuing bank and payment provider.

Partial refund

If a session was partially completed (e.g. interrupted for technical reasons), ProTutors may make a partial refund proportional to the services not rendered, as agreed with the parties.

Consumer rights

This policy does not limit consumer rights guaranteed by applicable law.

Contact

For refund enquiries: [SUPPORT EMAIL: fill in]