Refund & cancellation policy

Last updated: September 2026

1. What this covers

This policy applies to platform subscriptions (Student Pass, Student Pro, Tutor Pro, and tutor add-ons) and individual past paper purchases billed through My Tutoring Hub via Safepay. No commission on lesson fees — pay your tutor directly. Lesson fees arranged with tutors are not processed by us and are not covered here.

2. Digital delivery

Subscription features (messaging access, past paper downloads, tutor visibility tools) and paid past paper downloads are delivered immediately after successful payment. You receive an on-screen receipt and a confirmation email from admin@mytutoringhub.com.

3. Subscriptions & renewal

Monthly and annual plans are billed for the period you purchase. Recurring card renewal is not assumed: if your plan renews automatically we will say so clearly at checkout; otherwise email us before the next billing date to stop further charges. Complimentary or promotional plans (for example Tutor Pro during a launch window) end on the stated date; paid add-ons are never included unless purchased separately.

4. Cancellation

To stop future renewals, email admin@mytutoringhub.com from your account address with your name and plan. We will confirm when recurring billing has been stopped. Access continues until the end of the current paid period unless otherwise agreed.

5. Refund requests

Contact admin@mytutoringhub.com within 7 days of purchase if:

You were charged incorrectly or twice for the same plan
Platform access did not activate after a successful Safepay payment
A purchased past paper download is unavailable due to a platform error

Include your receipt or Safepay tracker ID. We review each request manually. Refunds, when approved, are returned through the original payment method where Safepay allows.

6. Refund turnaround time

Once a refund is approved, we process it within 14 days. The refund is issued through Safepay to your original payment method. Your bank or card issuer may take additional time to show the credit on your statement after we have processed it.

7. What we generally do not refund

Lesson fees paid directly to a tutor
Subscriptions where substantial platform use occurred after purchase
Add-on visibility windows (Listing Boost / legacy Highlight) after the boost period has started