Cancellation Policy

Because TutorByPin is a discovery marketplace, cancellation practice happens at two different layers:

• Session-level cancellation — the tuition arrangement between a Student and a Tutor.
• Platform-level cancellation — Unlock Credit purchases, subscription plans, and account closure.

This policy describes how each layer works and what students and tutors should expect from the other party as a matter of good marketplace conduct.

Once a Student has unlocked a Tutor's contact and agreed on a Session, we expect the following minimum courtesy:

• More than 24 hours before the Session — the Student may cancel or reschedule without penalty, subject to the Tutor's own policy.
• Between 12 and 24 hours — the Tutor may charge up to 50% of the Session fee as a late-cancellation fee.
• Less than 12 hours or a no-show — the Tutor may charge the full Session fee.

Session fees are settled directly between the Student and the Tutor. TutorByPin does not collect Session fees and therefore does not process refunds against Session-level cancellations.

Tutors are expected to honour the availability they publish. If a Tutor must cancel:

• The Tutor should notify the Student as soon as possible, ideally at least 24 hours before the scheduled Session.
• The Tutor should propose one or more reschedule options at no additional cost to the Student.
• Repeated last-minute cancellations by a Tutor may result in downgraded visibility, removal from search results, or suspension from the Platform.

If a Student loses confidence in a Tutor because of repeated Tutor cancellations within the first 7 days of a Contact Unlock, TutorByPin may — at its discretion — refund the Unlock Credits spent on that Tutor. Contact support@tutorbypin.com with evidence of the cancellations.

A Contact Unlock is final and non-reversibleonce the Tutor's contact details have been revealed. Cancelling a Session does not automatically refund the credits used to unlock the Tutor.

Refund treatment for unused credits is described in the Refund Policy.

TutorByPin's role in cancellations is limited to:

• Keeping accurate records of Contact Unlocks for dispute investigation.
• Investigating and, where appropriate, acting on patterns of abuse (repeat cancellations, no-shows, harassment).
• Refunding platform-level charges that qualify under the Refund Policy.

We do not adjudicate individual Session-level disputes about who is at fault for a cancellation; we expect both parties to resolve them in good faith.

You may close your TutorByPin account at any time.

• Go to Dashboard → Settings → Close account, or write to us at support@tutorbypin.com from the email registered on the account.
• Account closure is irreversible — your listings will be removed and any remaining Unlock Credits will be forfeited unless refund conditions in the Refund Policy are met.
• We retain a minimal record of the account (email, closure date, transaction history) to meet legal, tax and anti-fraud obligations, as described in the Privacy Policy.

We may update this Cancellation Policy from time to time to reflect changes in marketplace practice or the law. The "Last updated" date at the top of the page always reflects the current version. Material changes will be communicated on the Platform and, where appropriate, by email.

Questions or disputes about a cancellation should be sent to support@tutorbypin.com or raised through the Contact page with the Tutor / Student name and the unlock reference where possible.