This policy explains refunds for the things you can pay for in Tutornet. It is part of our Terms of Service. Nothing here limits rights you have under consumer protection law.
1. Tutoring sessions
Session prices are set by tutors. Unless Tutornet clearly shows that a payment is collected by Tutornet, you pay the tutor directly, and refunds for sessions are between you and the tutor. We encourage tutors to refund sessions they cancel or miss. If something went wrong, report it in Tutornet — we can review it and act on the tutor’s account, but we can’t refund money we didn’t collect.
2. Keys (for tutors)
- Tutors buy Keys on the tutor website and pay with Whish. Keys are credited as soon as Whish confirms the payment. Because they are digital and delivered immediately, they aren’t refundable — except if you were charged twice, charged without receiving Keys, or the law requires it. Contact us within 14 days.
- Keys already used to unlock a student can’t be refunded.
3. Folios
- iPhone: Folios bought through the App Store are refunded by Apple. Tap Request a refund on the Folio to open Apple’s refund sheet. Apple decides.
- Android: Folios bought through Google Play are refunded under Google Play’s refund policy. Request it from your Google Play order history. Google decides.
- Student website (Whish): Folios bought on tutornet.app/learn are paid with Whish and open as soon as Whish confirms the payment. Because they are digital and delivered immediately, they aren’t refundable — except if you were charged twice, charged without getting the Folio, or the law requires it. Contact us within 14 days; approved refunds go back to your Whish account.
- If you were charged but couldn’t open the Folio, or it was removed for infringing someone’s rights, contact us within 14 days and we’ll help.
- When a Folio is refunded, the tutor’s share is deducted from their earnings.
4. How to ask for a refund
Email [email protected] or use Customer Support (Profile → Settings in the app or on the student website, or Settings on the tutor website) with your account email, what you bought, the date, and what happened. We reply within a few business days.
5. Chargebacks
Please contact us first — it’s usually faster. If you open a chargeback for a purchase you received, we may suspend purchases on your account while it’s reviewed.