Tutora Terms and Conditions

Last updated: 6 August 2026

These terms apply to parents and account holders ("you") who use Tutora to book online tutoring for a child in their care. By creating an account or booking a session, you agree to these terms.

Provider: Tutora, trading name of Tutora Tutoring Ltd, a company registered in England and Wales, company number 17402829, registered office 217 Charlton Road, Harrow, England, HA3 9HT.
Contact: tutoratutoringltd@gmail.com

1. The service

Tutora is an online tutoring service for school-age students (GCSE, A-Level, and university admissions support), delivered by tutors we engage for that purpose. Lessons take place over video call (Google Meet or Zoom), using a link provided by the tutor.

Lessons are taught in two formats:

One-to-one — a single student with a tutor. This is the standard format.
Small group — up to five students with one tutor. Where a lesson is booked as a group session we tell you the format and the price before you confirm it, and every student in the group is taught the same subject at the same level.

When you book through Tutora, your contract for the tutoring is with Tutora: we provide the service to you and engage the tutor to deliver it on our behalf — see section 6.

2. Accounts

Who can hold an account. An account can be held either by a parent or legal guardian on behalf of a student, or by a student aged 16 or over for themselves.

Students under 16 must have a parent or legal guardian hold the account. They cannot register themselves.
Students aged 16 or over may register and hold their own account, and are the account holder for every purpose in these terms — including payment. If you are a student under 18 holding your own account, we would still encourage you to tell a parent that you are using Tutora.

Everyone with an account:

You must provide accurate information when registering and keep your login details secure. You're responsible for all activity under your account.
Where you add a child profile to your account, you confirm that you are that child's parent or legal guardian, that you consent to their participation in tutoring sessions, and that you consent to the processing of their data as set out in our Privacy Policy.
A student under 16 may be given their own login to see their own progress, lessons and lesson notes, and to message their tutor. That login is created by the account holder, and it does not let the student book, cancel or pay for anything.

3. Booking and cancellation

How a lesson is booked

Either you or your child's tutor can propose a lesson time through the platform. A proposed lesson is not booked until the other person confirms it, and nothing is charged before then.
Once confirmed, the lesson appears in your dashboard and your tutor's, with the video call link.
Tutora provides the tutoring service to you and engages the tutor to deliver it. Your contract for the tutoring is with Tutora.

Changing the time of a booked lesson

Either you or the tutor can propose a new time for a confirmed lesson. As with booking, the other person has to approve the change before it takes effect. Until they do, the lesson stays at its original time.
A lesson moved with at least 24 hours' notice before its original start time is not charged at the original time; it is charged against its new time in the ordinary way. There is no fee for rescheduling.
Moving a lesson that has already been paid for. If payment has already been taken (because the lesson was within 24 hours), you can still move it if your tutor agrees, and you will not be charged a second time — the payment carries across to the new time. However, if you then cancel the moved lesson, it is treated as a late cancellation and is not refunded, whatever notice you give for the new time. This is because your tutor had already set aside the original time and it was too late for anyone else to take it. Moving the lesson is a courtesy; it does not start the 24-hour clock again.

If you cancel

You may cancel a booked lesson free of charge if you give at least 24 hours' notice before its scheduled start time. Nothing is taken from your card.
If you cancel less than 24 hours before the start time, or the student does not attend (a "no-show"), the lesson is chargeable and is treated as delivered: payment will already have been taken (see section 4) and no refund is due. Your tutor has held that time for your child and is paid for it.

If the tutor cancels or does not attend

You should not be charged for a lesson the tutor does not deliver. If your tutor cancels a lesson, fails to attend, or cannot deliver it for any reason on our side, you can have a free reschedule with the same or another suitable tutor, or a full refund of the amount you paid for that lesson.
If payment has already been taken, tell us using "Payment dispute" against that lesson in your Payments page, within 3 days of the lesson. We review each dispute individually and, where we are satisfied the lesson was not delivered, we refund the full amount to the card you paid with. Refunds typically reach your account within 5–10 working days depending on your bank.
We will normally accept your account of what happened. Where we need to look into it further we will tell you, and we will always give you a reason for our decision. If you disagree with the outcome, you can escalate it under our Complaints Procedure.
The 3-day window is there so disputes are dealt with while the facts are fresh. If you miss it, contact us anyway — the window is how the dispute button works, not a limit on your legal rights.
None of this reduces your statutory rights. Under the Consumer Rights Act 2015 a service must be provided with reasonable care and skill; if it is not provided at all, our review process does not remove your right to a remedy, and you keep any separate rights you have through your card provider.
Tutora will try to notify you as early as possible if a tutor becomes unavailable for a booked lesson, and will help arrange a replacement lesson or tutor where reasonably possible.

Fairness and your statutory rights

These cancellation rules are intended to be a fair, balanced reflection of the notice each side reasonably needs — not a penalty. If a genuine emergency (for example sudden illness) means you miss the 24-hour window, tell us as soon as you can and we will deal with it reasonably and sympathetically.
Nothing in this section reduces your statutory rights as a consumer. Where a term here conflicts with a right the law gives you and does not allow us to exclude, that statutory right applies instead. See Your Right to Cancel.

4. Payment

What you pay

Tutoring is charged per lesson, at an hourly rate set by your child's study level. There is no subscription, membership fee, joining fee, booking fee or minimum commitment, and we do not sell lesson packages or credit in advance.
Rates are shown on the Tutora website and in your dashboard before you confirm a lesson, inclusive of any tax due. You will not be charged any fee that was not shown to you beforehand.

How and when you pay

To book lessons you first save a payment card to your account. Card details are entered directly with Stripe, our payment processor, and never pass through or get stored on Tutora's systems. We keep only the card type, its last four digits and its expiry date, so you can tell which card is saved.
For each confirmed lesson we automatically charge your saved card approximately 24 hours before the lesson starts. You do not need to do anything at the time. This is also the point at which the 24-hour cancellation rule in section 3 bites: cancel before then and nothing is taken.
Every charge appears in Payments in your dashboard with the amount, the date and its status.

If a payment fails

If your card is declined, the lesson is not automatically cancelled — we will contact you so you can update your card. Repeated failed payments may mean we pause further bookings until the account is up to date.

Refunds

Refunds are made to the same payment method you used to pay, via Stripe, without undue delay. You will not pay any fee as a result of a refund. We do not issue account credit.
When a refund is due depends on the situation:

Tutor cancels or no-shows — full refund of that lesson (or a free reschedule), per §3.
You cancel with at least 24 hours' notice — the lesson is never charged, so there is nothing to refund.
You cancel late or no-show — no refund for that lesson, per §3.
You close your account — nothing further is charged, and any lesson you have paid for but not yet had is refunded in full. See Your Right to Cancel.

If a lesson is not performed with reasonable care and skill, or otherwise falls short of your rights under the Consumer Rights Act 2015, you may be entitled to have it re-performed or to a price reduction. These statutory rights apply in addition to the refund rules above.

Chargebacks

If you believe a charge is wrong, please contact us first at tutoratutoringltd@gmail.com so we can put it right quickly — this is usually faster than a chargeback. You also keep any separate rights you have through your card provider.
We may treat a chargeback raised for a lesson that was properly delivered (for example a late cancellation or no-show that was correctly charged under §3) as a disputed debt, and may suspend booking while it is resolved.

Price changes

Prices may be updated from time to time. A price change will never affect a lesson you have already confirmed.

Your statutory rights come first

Nothing in this section removes or reduces your legal rights as a consumer. Where any term here conflicts with your statutory refund or cancellation rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013, those statutory rights override this section.

5. Acceptable use

When using Tutora, you agree not to:

Use the platform for any unlawful purpose, or in a way that could harm, disrupt or impersonate others
Share your account login with anyone else
Upload or send abusive, threatening, or inappropriate content or messages to tutors or Tutora staff
Attempt to circumvent the platform's booking, communication or payment systems
Record lessons or tutor communications without the other party's consent and, where a child is involved, without informing Tutora

We may suspend or close an account that breaches these terms, particularly where a child's safety may be at risk.

6. Tutor relationship and non-circumvention

Tutors are engaged by Tutora to deliver lessons on our behalf. They are not employees, contractors or agents of you or your family — your contract for the tutoring is with Tutora, not with the tutor directly.
Every tutor holds an enhanced DBS check including a children's barred list check, has references taken, and is read and approved by a person before they can teach anyone; approval is never automatic, and we can suspend or withdraw a tutor's access at any time. Our vetting standards are set out in the Safeguarding Policy.
Tutora invests significant time and cost in sourcing, checking and matching tutors with families. In return, we ask that you don't try to bypass the platform.
Non-circumvention: For the duration of your use of Tutora and for 12 months after your last booked lesson with a given tutor, you agree not to engage that tutor directly (i.e. outside the Tutora platform, without paying Tutora's applicable fees) for tutoring services, whether paid or unpaid, without Tutora's written consent. This applies whether the approach is made by you, your child, or on your behalf.
This clause is intended to be reasonable and proportionate to protect Tutora's legitimate business interest, not to prevent ordinary family life or unconnected coincidental relationships.

7. Intellectual property in learning resources

Any worksheets, notes, slides, exercises, lesson summaries, or other learning materials provided by Tutora or a tutor through the platform ("Learning Resources") are owned by Tutora (or licensed to Tutora by the tutor who created them).
We grant the student a personal, non-transferable licence to use Learning Resources for their own private study only.
Learning Resources must not be copied, resold, redistributed, posted publicly, or shared with anyone outside the immediate family without Tutora's prior written permission.
This licence ends if the account is closed or these terms are breached.

8. Liability

Tutora takes reasonable care in approving tutors and in operating the platform, and the tutoring service will be provided with reasonable care and skill as required by the Consumer Rights Act 2015. We do not, however, guarantee specific academic outcomes (such as particular exam grades), as these depend on many factors outside our control.
Nothing in these terms limits or excludes any liability that the law does not allow us to limit or exclude. Where a term here conflicts with a right you have that cannot lawfully be taken away, that right applies instead.
We are not responsible for problems caused by the third-party video-call platform itself (Google Meet or Zoom) — such as outages or technical faults on their side — as these are outside our control. This does not affect your rights under §3 where a lesson cannot go ahead.

9. Ending the agreement

You may close your account at any time by contacting tutoratutoringltd@gmail.com.
We may suspend or terminate an account for breach of these terms, non-payment, or safeguarding concerns, with notice where reasonably possible.

10. Governing law

These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

11. Changes to these terms

We may update these terms from time to time. We'll post the updated version here with a new "last updated" date and, for material changes, notify account holders by email.

12. Contact

Questions about these terms: tutoratutoringltd@gmail.com