Refund, Cancellation & Rescheduling Policy

Policy Version: 1.2 – November 2026
Effective Date: 15th November 2026

1. Purpose

TutorPalz is committed to providing a fair, transparent and reliable online learning experience for students, parents and tutors.

This Policy explains the conditions for cancelling or rescheduling lessons, handling missed classes, extending tuition packages, issuing refunds and resolving payment disputes.

The Policy applies to all online tuition services booked through TutorPalz, including free trial lessons, initial tuition packages and continuing tuition packages.

It forms part of the TutorPalz Student & Parent Terms & Conditions and Tutor Terms & Conditions. Where applicable mandatory consumer protection laws provide additional rights, those rights shall prevail.

2. General Booking Conditions

2.1. All paid lessons must be booked and paid for through TutorPalz’s approved systems.

2.2. Lesson prices, duration, tutor details, package validity and cancellation conditions must be disclosed before payment.

2.3. Students and tutors are responsible for attending confirmed lessons at the agreed times.

2.4. All cancellations and rescheduling requests must be submitted through TutorPalz’s approved booking system or official support channel.

2.5. The date and time recorded by TutorPalz shall be used to determine whether a cancellation meets the applicable notice requirement.

2.6. Cancellation deadlines are calculated using the scheduled lesson start time and the time zone displayed in the booking confirmation.

3. Student Cancellation – 48-Hour Rule

3.1. Students and parents may cancel or request rescheduling of a confirmed paid lesson.

3.2. Cancellations made at least 48 hours before the scheduled lesson start time are penalty-free.

3.3. For eligible penalty-free cancellations:

• No cancellation charge applies.
• The lesson may be rescheduled, subject to tutor availability.
• The unused prepaid lesson value remains available for an eligible replacement booking.
• Package cancellation and refund requests are handled under Section 10.

3.4. Cancellations made less than 48 hours before the lesson may incur a charge of up to 50% of the scheduled lesson fee, provided the charge was disclosed before booking and is permitted by law.

3.5. Any remaining prepaid value shall be refunded or retained as eligible tuition credit in accordance with the applicable booking terms and consumer rights.

3.6. TutorPalz may waive or reduce cancellation charges in verified emergencies or other exceptional circumstances.

3.7. No undisclosed cancellation charges shall be imposed.

4. Student No-Show

4.1. A student no-show occurs when a student fails to attend a confirmed paid lesson without an approved cancellation or rescheduling arrangement.

4.2. The tutor must join the approved virtual classroom on time and remain available for at least 10 minutes.

4.3. If the tutor was ready and able to teach, the booking may be classified as a student no-show.

4.4. A qualifying student no-show may result in a charge equal to 50% of the scheduled lesson fee.

4.5. The remaining prepaid lesson value shall be refunded or retained as eligible tuition credit, subject to the applicable booking terms and law.

4.6. A late-cancellation charge and a no-show charge shall not both be imposed for the same lesson.

4.7. Students may request a review of a no-show decision where an emergency, technical failure or other reasonable circumstance prevented attendance.

5. Tutor Cancellation

5.1. Tutors must honour confirmed bookings and maintain reasonable availability.

5.2. Tutors should provide at least 48 hours’ notice when cancellation or rescheduling is necessary, wherever reasonably possible.

5.3. If a tutor cancels or fails to deliver a confirmed lesson, the student shall not be charged for the undelivered service.

5.4. Students may receive an appropriate remedy, including:

• Rescheduling with the same tutor.
• A suitable replacement tutor.
• Tuition credit for the undelivered lesson.
• Refund of the undelivered lesson value.

5.5. An unauthorised tutor cancellation may result in a penalty equal to 25% of the scheduled lesson fee, credited to the affected student’s TutorPalz account.

5.6. This credit is separate from any refund or replacement entitlement for the undelivered lesson.

5.7. TutorPalz may waive tutor penalties for verified emergencies, serious illness, qualifying technical failures or circumstances beyond the tutor’s reasonable control.

5.8. Repeated unjustified cancellations may affect tutor recognition or continued platform approval.

6. Tutor No-Show

6.1. A tutor no-show occurs when a tutor fails to attend a confirmed lesson without an approved cancellation or rescheduling arrangement.

6.2. Students should report tutor absence promptly.

6.3. TutorPalz may review classroom attendance records and relevant communications.

6.4. A confirmed tutor no-show shall not be treated as a completed paid lesson.

6.5. The student shall receive an appropriate remedy for the undelivered lesson.

6.6. The applicable 25% tutor cancellation penalty may also apply, subject to emergency exceptions.

6.7. Repeated tutor no-shows may result in suspension or termination.

7. Free Trial Lessons

7.1. Eligible students may attend free trial lessons lasting 20 minutes.

7.2. Each student may attend up to five free trial lessons per calendar month, subject to tutor availability and eligibility.

7.3. Trial lessons are free for students and parents.

7.4. Students should cancel or request rescheduling as soon as they know they cannot attend.

7.5. No monetary cancellation or no-show fee applies to free trial lessons.

7.6. A missed trial may count towards the monthly trial allowance.

7.7. TutorPalz may restore trial eligibility where a verified emergency, tutor absence or qualifying technical failure occurred.

7.8. Students are not required to purchase paid tuition after a trial.

8. Lesson Rescheduling

8.1. Students and tutors may request rescheduling through TutorPalz.

8.2. Students must provide at least 48 hours’ notice for penalty-free rescheduling.

8.3. Rescheduling requests made less than 48 hours before the lesson may be subject to the late-cancellation charge unless an exception is approved.

8.4. Rescheduling requires mutual agreement between the tutor and student or parent.

8.5. Replacement lessons should ordinarily be scheduled within seven calendar days of the original date, unless otherwise agreed or approved.

8.6. Rescheduling does not automatically extend the validity period of a tuition package.

8.7. Approved rescheduling shall not result in duplicate charges for the same lesson.

9. Tuition Package Validity and Extension

9.1. Initial Tuition Package

The standard initial package consists of four paid lessons, ordinarily completed within 40 calendar days from the first scheduled lesson.

9.2. Continuing Tuition Package

The standard continuing package consists of three paid lessons, ordinarily completed within 20 calendar days from the first scheduled lesson.

9.3. Free 14-Day Extension

Where lessons remain unused because of student inactivity:

• Students may request one free 14-calendar-day extension per package.
• The request must be submitted before the original package expires or within seven calendar days after expiry.
• The extension begins on the day following the original package expiry date.
• No TutorPalz extension fee applies.
• The extension covers only the unused lessons in that package.
• Students and tutors must cooperate in scheduling lessons during the extension.

9.4. If lessons remain unused after the extension because of continued student inactivity, TutorPalz shall review the remaining prepaid value under the disclosed package terms and applicable law.

9.5. Unused lessons shall not automatically be classified as completed or forfeited solely because the package period has expired.

9.6. Additional extensions may be approved for verified emergencies, tutor unavailability, platform failures or other exceptional circumstances.

9.7. Where lessons cannot be delivered because of tutor unavailability or TutorPalz service failure, the student shall not be required to use the one-time student-inactivity extension as a substitute for an appropriate remedy.

10. Cancellation of an Entire Tuition Package

10.1. Students and parents may request cancellation of an unused or partially used tuition package.

10.2. Where no lessons have been delivered, any refund shall be assessed according to the disclosed booking terms, lawful charges and applicable consumer rights.

10.3. Where some lessons have been delivered, the refundable amount shall ordinarily be calculated as follows:

Refundable Amount = Total Amount Paid − Value of Lessons Properly Delivered − Valid Disclosed Charges

10.4. Valid charges may include qualifying late-cancellation or student no-show charges.

10.5. TutorPalz shall not impose undisclosed administrative charges.

10.6. Cancelling a package shall not automatically result in forfeiture of the entire unused prepaid amount.

10.7. Where TutorPalz or the tutor is unable to fulfil the purchased services, the student shall receive an appropriate remedy for undelivered lessons.

10.8. The 48-hour notice rule applies to confirmed individual lessons and does not automatically create an additional penalty for cancelling an entire package.

10.9. TutorPalz shall communicate the refund calculation clearly before processing an approved refund.

11. Refund Eligibility

Refunds may be approved in circumstances including:

• Tutor cancellation or confirmed tutor no-show.
• TutorPalz or approved classroom provider failure preventing lesson delivery.
• Duplicate or erroneous payment.
• Approved package cancellation.
• An undelivered lesson that cannot reasonably be rescheduled.
• Other circumstances requiring a refund under applicable law.

11.1. Refund eligibility shall be assessed fairly based on the booking terms, service delivery records and relevant circumstances.

11.2. Where a lesson is partially delivered, TutorPalz may assess the delivered portion and provide an appropriate remedy for the undelivered portion.

11.3. A student shall not be required to accept tuition credit instead of a legally required monetary refund without valid agreement.

12. Refund Processing – Seven Business Days

12.1. TutorPalz shall initiate approved monetary refunds within seven business days after refund approval and completion of necessary verification.

12.2. Business days mean Monday to Friday, excluding Singapore public holidays.

12.3. Refunds shall ordinarily be returned through the original payment method where practicable.

12.4. The seven-business-day period refers to TutorPalz initiating the refund. Actual receipt of funds may depend on the payment provider, bank, payment method or destination country.

12.5. TutorPalz shall not unreasonably delay refund approval or verification.

12.6. Customers shall receive confirmation of the refund amount and initiation where available.

12.7. Any lawful deduction shall be clearly explained.

12.8. No undisclosed refund processing fee shall be imposed.

12.9. Where applicable law requires a shorter period or different refund procedure, that legal requirement shall prevail.

13. Tuition Credits

13.1. TutorPalz may issue tuition credits for approved cancellations, service disruptions, tutor cancellation penalties, promotions or other eligible circumstances.

13.2. Credits may be applied towards future eligible tuition bookings.

13.3. The value, validity period and applicable restrictions shall be disclosed when credits are issued.

13.4. Promotional credits may have different conditions from credits representing prepaid tuition value.

13.5. Tuition credits shall not replace a legally required monetary refund without the customer’s valid agreement.

13.6. Credits may not be transferred or redeemed for cash unless expressly permitted or required by law.

14. Emergency Cancellations

14.1. TutorPalz recognises that genuine emergencies may prevent attendance.

14.2. Examples include serious illness, family emergencies, natural disasters, major power or internet outages and other circumstances beyond the affected person’s reasonable control.

14.3. Students and tutors should notify TutorPalz as soon as reasonably practicable.

14.4. TutorPalz may request reasonable supporting information where necessary.

14.5. Sensitive personal or medical information shall not be requested beyond what is reasonably necessary.

14.6. TutorPalz may waive cancellation charges, approve rescheduling or extend package validity where justified.

14.7. Emergency exceptions may apply even where 48 hours’ notice was not possible.

15. Technical Problems

15.1. Students and tutors are responsible for using reasonably suitable devices and internet connections.

15.2. Where a verified TutorPalz platform or approved classroom provider failure prevents delivery, the undelivered service shall not be charged as successfully completed.

15.3. TutorPalz may provide rescheduling, credit or a refund for the affected undelivered portion.

15.4. Where the tutor’s equipment or internet connection prevents delivery, the student shall not be charged for the undelivered service.

15.5. Where the student’s equipment or connection prevents attendance, TutorPalz shall review the circumstances before applying cancellation or no-show rules.

15.6. Technical problems should be reported promptly.

15.7. Verified platform failures shall not be treated as student no-shows or late cancellations.

16. Tutor Changes

16.1. Students may request a tutor change for reasonable concerns involving teaching quality, suitability, availability or professional conduct.

16.2. TutorPalz may offer an alternative suitable tutor.

16.3. Any price difference must be disclosed and agreed before transferring a booking.

16.4. Students shall not be required to accept an unsuitable replacement tutor instead of an otherwise valid refund entitlement.

16.5. Where a tutor change is necessary because of tutor unavailability, TutorPalz may approve an additional package extension without using the student’s one-time inactivity extension.

17. Safeguarding and Serious Conduct Concerns

17.1. TutorPalz may suspend lessons or tutor access where credible safeguarding concerns arise.

17.2. Students shall not be required to continue lessons with a tutor where doing so creates an identified safeguarding risk.

17.3. Where services cannot safely continue, TutorPalz shall provide an appropriate remedy for undelivered prepaid lessons.

17.4. Refund decisions shall not depend on a student withdrawing a safeguarding complaint.

17.5. Safeguarding concerns shall be handled under the Safeguarding & Child Protection Policy.

18. Payment Disputes and Chargebacks

18.1. Students and parents should contact TutorPalz promptly regarding incorrect charges, duplicate payments, non-delivery or other billing concerns.

18.2. TutorPalz shall review payment complaints fairly.

18.3. Students retain their applicable rights to raise disputes or chargebacks with their bank or payment provider.

18.4. TutorPalz may provide relevant booking, attendance and transaction evidence when responding to a chargeback.

18.5. TutorPalz shall take reasonable steps to prevent duplicate refunds for the same transaction.

18.6. Fraudulent payment claims or deliberate chargeback abuse may result in proportionate action.

18.7. Legitimate chargebacks and good-faith consumer complaints shall not automatically result in account penalties.

19. Complaints and Appeals

19.1. Students, parents and tutors may request a review of cancellation charges, no-show classifications, refund decisions, tuition credits or package extensions.

19.2. Requests should be submitted through TutorPalz’s official support channel with relevant booking details.

19.3. TutorPalz may review attendance records, booking history, communications and other relevant information.

19.4. Where appropriate, TutorPalz may revise a decision, approve an exception or provide another reasonable remedy.

19.5. Users retain any applicable right to pursue external legal or payment dispute remedies.

20. Policy Amendments

20.1. TutorPalz may update this Policy to reflect operational, service or legal changes.

20.2. Material changes affecting refund eligibility, cancellation charges, package validity or extension rights shall be communicated appropriately.

20.3. Changes shall not retrospectively remove accrued contractual or statutory rights.

20.4. The applicable version shall be made available on TutorPalz.com.

21. Governing Law

21.1. This Policy shall be governed by the laws of Singapore.

21.2. Nothing in this Policy excludes mandatory consumer protection rights that apply under relevant laws.

21.3. The parties should first attempt to resolve disputes through good-faith communication.

21.4. Where disputes remain unresolved, the parties may pursue available legal remedies before the competent courts, subject to applicable law.

22. Contact Information

For cancellation, rescheduling, refund, package extension or payment dispute enquiries:

TutorPalz Support
Website: www.tutorpalz.com
Email: admin@tutorpalz.com

Please include the booking reference, relevant lesson date and a brief description of the request.

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End of Policy