8. REFUND & CANCELLATION POLICY
8.1 Purpose
This Policy explains refund and cancellation rights relating to all connection fees, commissions, and group sessions under UK law.
8.2 Non-Refundable Fees
All connection fees, 10% university consultancy commission and 20% group sessions commission are strictly non-refundable once processed via Stripe, including:
(a) £15 Tutor connection fee;
(b) £30 University Consultant connection fee;
(c) 10% consultancy commission;
(d) £15 Teacher Training connection fee;
(e) £15 Student Well-being connection fee; and
(f) 20% commission on Group Session fees.
8.3 Exceptions
Refunds are only issued where a confirmed technical failure by the Company prevents delivery of contact details after payment.
Requests must be made within 5 working days of the transaction to contact@mytutorquest.com with proof of payment.
8.4 Group Sessions
(a) Student cancellations – no refunds once payment is confirmed.
(b) Tutor cancellations – participants refunded in full less the 10% non-refundable administration cost.
(c) Failure to deliver without valid cause – Tutor payment withheld and account subject to suspension.
8.5 Legal Basis
Regulation 28(1)(b) of the Consumer Contracts Regulations 2013 excludes the right to cancel once an intermediary service has been performed. Additionally, you agree and acknowledge that in accordance with the ‘Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013’, you do not have a statutory right to cancel this Customer Contract and receive a full refund during any cooling-off period on the basis that the Tutoring Services are bespoke and tailored specifically to your individual requirements.
8.6 Disputes
Chargebacks must first be raised directly with the Company. Unwarranted chargebacks may result in account suspension.
8.7 Limitation of Liability
The Company’s liability is limited to the total connection or session fee paid. No compensation is due for indirect loss or dissatisfaction with third-party performance.