Refund & Cancellation Policy

1.Two different kinds of refund#

Lesson refunds (families): If you paid a teacher for lessons or products through their Tooition-powered site, your refund is set by that teacher’s own policy, and by consumer law. Tooition can’t issue refunds on a teacher’s behalf. See For families below.

Subscription refunds (teachers): The rest of this policy covers the subscription teachers pay Tooition for the software.

2.How subscription billing works#

• The Free plan costs nothing. Paid plans (Starter, Growth, Pro and School) are billed monthly in advance, in US dollars, through Stripe Billing.
• Your plan renews automatically each month until you cancel.
• If you verified a card to publish your site on the Free plan, that card isn’t charged unless you choose a paid plan.
• Current prices are on the pricing page and in the Terms of Service.

3.Cancelling#

• You can cancel a paid plan at any time from your dashboard or by emailing [email protected].
• Cancellation takes effect at the end of your current billing period. You keep your paid features until then, and you won’t be charged again.
• When the paid period ends, your account moves to the Free plan, unless you ask us to close it.
• Your records aren’t deleted when a paid plan ends, but the Free plan’s limits apply from then on.

4.Subscription refunds#

Because you can cancel at any time and keep access until the end of the period you paid for, we don’t give refunds for partial months, except where the law requires.

We will always refund:

• charges made in error, such as a duplicate charge; and
• any prepaid fees for the unused period if we close your paid account without a good reason related to your conduct.

If you think you’ve been charged incorrectly, email [email protected] within 60 days of the charge, and we’ll look into it.

5.Your rights under the Australian Consumer Law#

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If a failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

If you live outside Australia, you may have similar rights under your local consumer laws. Nothing in this policy limits them.

6.Upgrades, downgrades and price changes#

• An upgrade takes effect when you confirm it.
• A downgrade takes effect at the end of your current billing period.
• We give at least 30 days’ email notice before a price increase applies to you, so you can cancel first if you wish.

7.Failed payments#

If a subscription payment fails, Stripe may retry it. If it stays unpaid, we may move your account to the Free plan. Your data isn’t deleted because a payment fails.

8.Platform fees on refunded lessons#

When a teacher refunds a family’s online payment, in full or in part, Tooition refunds its platform fee on that payment in the same proportion. Stripe’s processing fees are governed by Stripe’s own terms.

9.For families: lesson refunds#

Each teacher sets their own cancellation, make-up lesson and refund policy, which they should show on their site. To ask for a refund, contact your teacher directly. Teachers must honour their own policies, Stripe’s rules and the consumer laws that apply to them.

If you can’t resolve a problem with your teacher, you can tell us at [email protected]. We can’t decide disputes between teachers and families, but we take reports of misuse seriously. You may also be able to contact your card issuer, or a consumer protection agency where you live.