Cancellation & Refund Policy

This policy explains how cancellations, reschedules, no-shows and refunds work for StudyCore lessons.

Contact: support@studycoretutors.co.uk

This policy does not affect any statutory rights that cannot legally be excluded.

A lesson is confirmed when:

• •a tutor has been matched
• •a lesson date and time have been selected
• •payment has been completed successfully

Before payment, the lesson may be shown as awaiting payment.

Parents may request to reschedule a lesson if they give at least 24 hours' notice before the lesson start time.

Where possible, StudyCore will offer a new suitable time.

Rescheduling is normally offered instead of a refund.

If a parent wants to cancel with at least 24 hours' notice, StudyCore will normally offer a reschedule or credit for a future lesson.

Refunds are not normally offered where a reasonable reschedule is available.

If a parent cancels less than 24 hours before the lesson, the lesson will normally be treated as late-cancelled.

Late cancellations are normally not refundable and may not be rescheduled free of charge.

This is because the tutor has reserved time, prepared for the lesson and may still need to be paid.

If a parent cancels after the lesson time or more than 5 minutes after the lesson was due to start, this will normally be treated as a no-show.

No refund or free reschedule will normally be offered.

If the student does not attend the lesson, the lesson will normally be charged in full.

No refund or free reschedule will normally be offered.

The tutor is expected to wait for a reasonable period and the reserved time still has to be paid for.

If the tutor cancels or cannot attend, StudyCore will offer a free reschedule.

If StudyCore cannot provide a suitable reschedule, a refund may be offered.

If a tutor is late, the tutor must make up the missed time where possible.

Example: If the tutor is 10 minutes late, they should add 10 minutes to the end of the lesson if the student is still available.

The tutor will not be paid extra for making up time caused by their own lateness.

If the student leaves after waiting and the tutor joins late, StudyCore will normally offer a free reschedule and apologise.

If a lesson cannot take place due to a technical issue caused by StudyCore, the tutor, or the lesson link, StudyCore will normally offer a free reschedule.

If the issue is caused by the parent/student's device, internet connection, settings, software or failure to join correctly, StudyCore will review the issue case by case.

Parents should try to join lessons on time and check their device, internet and Google Meet access before the lesson.

If a parent feels the tutor is not a good fit, they can contact StudyCore.

StudyCore may offer:

• •a different tutor
• •a reschedule
• •admin review
• •support to improve the next session

Refunds are considered case by case and are not guaranteed where a lesson has been delivered.

If a lesson is affected by a safeguarding concern or serious conduct issue, StudyCore will investigate.

Depending on the circumstances, StudyCore may:

• •reschedule
• •change tutor
• •refund
• •pause a tutor
• •cancel future lessons
• •take safeguarding action

Parents should contact: support@studycoretutors.co.uk

Please include:

• •parent name
• •student first name
• •lesson date/time
• •reason for cancellation or reschedule request

Where a refund is approved, it will normally be returned using the original payment method through Stripe.

Processing times may depend on Stripe and the parent's bank.