This policy explains your cancellation and refund rights for everything you can buy on Tutorio - individual courses, bundles, passes and subscriptions, licences, AI credits and in-app purchases. It reflects your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, which are never reduced by anything here, and adds our own goodwill commitments. It forms part of our Terms of Service.
Where you bought it matters
- Bought on tutorio.app - this policy applies in full and refunds are made by Tutorio to your original payment method.
- Bought in the iOS app - the purchase is with Apple. Request a refund at reportaproblem.apple.com. Apple decides under its terms; we cannot refund App Store purchases ourselves but will confirm facts to Apple on request.
- Bought in the Android app - the purchase is with Google. Request a refund through Google Play; within 48 hours Google handles it directly, after that Google refers the request to us and we apply this policy.
- Issued by a school, tutor or organisation - the purchase is theirs. Speak to them; their agreement with us governs refunds.
Your 14-day cooling-off right (web purchases)
When you buy digital content or a subscription on our website you have 14 days from the purchase to cancel for any reason and receive a full refund. Two things affect this right:
- Digital content you start using. At checkout we ask you to agree that access begins immediately and that you lose the right to cancel once you start using the content. If you have not started the course, you can still cancel within 14 days. If you have, we may decline a statutory refund but will still consider a goodwill refund below.
- Subscriptions. If you cancel within 14 days of starting a subscription we refund it in full, less a proportionate charge for the days you used if you asked us to start straight away.
To cancel, email [email protected] or use the cancellation option in Billing. You can use the model cancellation form at the bottom of this page but do not have to. We refund within 14 days of your cancellation.
Subscriptions and passes
- Cancel at any time from Billing (web) or from your App Store or Google Play subscription settings (apps). Your access continues to the end of the period you have paid for and does not renew.
- We do not refund the unused part of a billing period after the 14-day cooling-off period, except where this policy or the law says otherwise.
- If we increase the price, we will tell you at least 30 days before it applies and you can cancel before it does.
- If we withdraw a subscription or remove something material from it, we will refund the unused part of your current period.
Courses and bundles
One-off purchases give you access to the course or bundle for the period stated at purchase (or indefinitely where we say "lifetime", meaning for as long as Tutorio offers the course). The cooling-off rules above apply. If a course is withdrawn during a period you paid for, we will offer a comparable replacement or a proportionate refund.
AI credits
Credits you buy are refundable within 14 days to the extent they are unused. Credits included with a plan have no cash value. Credits that were consumed by a failed or clearly erroneous AI request are re-credited automatically or on request.
Faulty or misdescribed content
If a course, feature or app is faulty, not as described or not fit for purpose, the Consumer Rights Act 2015 gives you the right to a repair or replacement, and if that is not possible or does not fix the problem, a price reduction or refund. Tell us at [email protected] with details and we will put it right quickly. If a fault in our digital content damages your device or other content, and we failed to use reasonable care and skill, we will repair the damage or compensate you.
Goodwill refunds
Outside your statutory rights we still want you to be happy. We will normally refund in full if you contact us within 14 days and have used less than a small portion of the content, and we will consider partial refunds for exceptional circumstances such as illness, a change of course, or a school switching provider. We may decline goodwill refunds where an account has breached our Acceptable Use Policy or where refunds are requested repeatedly.
Refunds for organisations
Licences bought under a signed order form are governed by that form and the Schools & Organisations Agreement. Unused seats are not refundable except as stated there.
How refunds are paid
Web refunds go back to the original payment method within 14 days of approval; banks may take a few extra days to show them. App refunds are paid by Apple or Google. We cannot pay refunds to a different card or account.
Chargebacks
Please contact us before raising a chargeback; we resolve most issues within a couple of days. Where a chargeback is raised for a purchase that was delivered as described and not eligible for a refund, we may suspend the related access while we respond to it.
Model cancellation form
To Tutorio Ltd, Unit 82a James Carter Road, Mildenhall, Bury St. Edmunds, IP28 7DE, [email protected]: I hereby give notice that I cancel my contract for the supply of the following digital content / subscription: [description]. Ordered on [date]. Name of consumer: [name]. Email on the account: [email]. Date: [date].
Contact
[email protected] · 01908 904106. If we cannot resolve a dispute you may use an alternative dispute resolution provider; we will tell you which scheme, if any, we participate in when a complaint is closed.