Refund Policy

You may request a full refund in the following cases:

• Tutor no-show: The tutor did not appear for the scheduled lesson (online or in-person) and did not communicate a cancellation in advance.
• Cancellation by tutor: The tutor cancels the lesson for any reason.
• Advance cancellation by parent/student: You cancel more than 24 hours before the scheduled start time.
• Service not as described: The lesson content or quality significantly differs from what was advertised on the tutor's service listing.
• Technical failure: For online lessons, if the tutor's connection makes the lesson unusable and cannot be rescheduled.

A partial refund may apply when:

• Late cancellation: You cancel less than 24 hours before the lesson. Typically 50% is refunded, though this varies by tutor policy.
• Shortened lesson: If a lesson ends significantly early without completing the agreed content, a pro-rata refund may be issued.
• Mutual agreement: Both parties agree to a partial refund during dispute resolution.

Refunds are generally not issued when:

• The lesson was completed as described and no dispute was raised within 48 hours
• The student/parent was a no-show without prior cancellation
• Academic results don't meet personal expectations (we don't guarantee specific grades)
• You change your mind after the 48-hour dispute window has passed

Step 1: Within 48 hours of the lesson's scheduled end time, open a dispute from your booking details page.

Step 2: Select the reason for your dispute and provide any supporting details or evidence.

Step 3: Our Trust & Safety team reviews the case (typically within 24-48 hours).

Step 4: Once resolved, approved refunds are processed within 3-5 business days to your original payment method or MasomoCare wallet.

Refunds are issued to:

• MasomoCare Wallet: Instant. Can be used for future bookings or withdrawn.
• Original payment method: 3-5 business days for card payments, 1-3 business days for mobile money (M-Pesa).