Refund policy
CANCELLATION AND REFUND POLICY
Last updated: 15 July 2026
1. Purpose
This policy explains how cancellations, rescheduling, missed lessons, package expiry and refunds are handled by Joyful Tutors Ltd.
It should be read together with our Terms and Conditions. Statutory consumer rights are not affected.
2. Individual lesson cancellations
Customers must provide at least 24 hours’ notice to cancel or reschedule an individual lesson.
Notice must be given through an approved route, such as TutorCruncher, email, WhatsApp group chat or another method confirmed by us.
Where less than 24 hours’ notice is provided
the full lesson fee may be charged; or
the relevant lesson credit may be used.
This reflects the tutor time reserved, preparation undertaken and reduced ability to reallocate the appointment.
3. Genuine emergencies
We may waive or reduce a late-cancellation charge at our discretion where there is a genuine and exceptional emergency and a sufficient explanation is provided.
Examples may include sudden serious illness, bereavement or an unexpected safeguarding emergency.
Discretion is not guaranteed. Repeated late cancellations, avoidable clashes or routine scheduling problems may still be charged.
4. Missed lessons and no-shows
If a student does not attend, the tutor will make reasonable efforts to contact the customer through an approved route.
The tutor will normally wait for up to 20 minutes.
If the student does not join, the lesson may be treated as completed for charging purposes and the full fee may be due or the relevant credit used.
Where there is an exceptional reason, the customer should contact us promptly and we will consider whether discretion is appropriate.
5. Late arrival
A lesson will normally finish at the scheduled time even if the student joins late.
The full fee remains payable unless otherwise agreed.
6. Rescheduling
A lesson may be rescheduled where at least 24 hours’ notice is given and a suitable alternative time is available.
Rescheduling is subject to tutor availability and is not guaranteed.
Repeated rescheduling may be restricted where it causes operational difficulty.
7. Tutor cancellations
If a tutor cancels, we will normally offer a replacement lesson.
If a replacement cannot reasonably be arranged, we will offer a credit or refund for the affected lesson.
8. Recurring tutoring
A customer must provide at least seven days’ written notice to end recurring tutoring.
Lessons falling within that notice period remain payable unless we agree otherwise.
The seven-day termination notice does not replace the separate 24-hour cancellation rule for individual lessons.
9. Packages and credits
Unless stated otherwise at purchase, packages and lesson credits expire six months after purchase.
Customers are responsible for using credits before expiry.
An extension may be granted at our discretion in exceptional circumstances.
10. Refunds for prepaid tutoring
Unused prepaid tutoring fees may be refunded where
required by law;
Joyful Tutors Ltd ends the service without fault by the customer;
we are unable to supply the service; or
we agree a refund in writing.
A refund may be reduced by
the value of services already supplied;
properly applied late-cancellation or no-show charges;
any fair and disclosed administrative deduction permitted by law; and
any other amount lawfully due.
11. Trial lessons
A completed trial lesson is non-refundable unless the service was not supplied with reasonable care and skill or a refund is otherwise required by law.
An unused prepaid trial may be refunded in accordance with consumer law and this policy.
12. Workshops, events and group classes
Specific cancellation terms may be stated when a workshop, event or group class is sold.
Unless different terms are clearly disclosed
cancellation at least seven days before the event may qualify for a refund;
cancellation with less than seven days’ notice may be non-refundable where costs have been committed and the place cannot reasonably be resold;
a transfer or credit may be offered at our discretion; and
if we cancel the event, customers will receive a refund or suitable alternative.
13. Subscriptions
Subscription cancellation terms will be shown before purchase.
Cancellation stops future renewals but does not normally create a refund for a period already started, except where required by law.
Any statutory renewal cancellation rights will apply where relevant.
14. Digital content and downloads
Digital products may include downloads, online courses, games, subscriptions, recorded content and learning resources.
Where the customer expressly requests immediate digital access and acknowledges that the statutory cancellation right will be lost once supply begins, a change-of-mind refund may not be available after access or download begins.
This does not affect rights where digital content is faulty, misdescribed or not supplied with reasonable care and skill.
We may also offer a discretionary refund or replacement where appropriate.
15. Fourteen-day cooling-off period
Where a consumer books at a distance or away from business premises, a 14-day statutory cancellation period may apply.
To start tutoring within that period, the customer may be asked to expressly request an early start.
If the customer cancels after services have started but before the cooling-off period ends, the customer may be charged a proportionate amount for services supplied.
If a service has been fully performed after express request and acknowledgement, the right to cancel may be lost where the law permits.
16. Refund processing
Approved refunds will normally be made to the original payment method where possible.
We aim to process refunds promptly, but bank and payment-provider timescales may apply.
17. How to request a cancellation or refund
Email hello@joyfultutors.com and include
customer name;
student name where relevant;
lesson, package, event or product;
date of purchase or lesson;
reason for the request; and
relevant supporting information.
We may ask for additional information needed to assess the request fairly.