Refund Policy

TutorByPin is a discovery marketplace that connects students with independent tutors. Fees paid for tuition sessions are agreed and settled directly between the student and the tutor, outside the Platform. TutorByPin does not receive or hold those fees, and therefore Session fees are not eligible for a TutorByPin refund unless the payment was explicitly processed through TutorByPin.

This Refund Policy applies only to amounts that TutorByPin itself has charged you — principally Unlock Credit purchases and subscription plans processed through our payment aggregators.

Refund treatment for Unlock Credits depends on how they were used:

• Unused credits — refundable within 7 days of purchase, provided none of the credits in the pack have been consumed. Credits from promotional or bonus schemes are non-refundable.
• Partially used credits — the credits already spent are non-refundable. Any remaining balance may, at our discretion, be adjusted on a pro-rata basis if the request is made within 7 days of the original purchase.
• Fully used credits — not refundable.

If you were charged more than once for the same order — for example, a double swipe during a payment retry — we will refund the duplicate transaction in full. Please share both transaction identifiers when you contact us so we can trace them together.

If your account was debited but the credits or subscription were not activated within 15 minutes, the payment is treated as a failed transaction. In most cases the payment aggregator auto-reverses the charge within 5–7 business days. If it does not, contact us with the transaction reference and we will initiate the refund manually.

If a genuine technical error attributable to the Platform (for example, a Contact Unlock that never revealed the tutor's contact) caused you to spend credits without getting value, we will restore those credits to your wallet at no cost, or refund the equivalent amount if you prefer.

To be eligible for a refund you must:

• Raise the request within 7 days of the original transaction, unless a longer window is required by law.
• Provide the order or transaction identifier and the email associated with the account.
• Not have breached the Terms of Service on the account being refunded.

Once a refund is approved:

• UPI & wallets — typically 1–3 business days.
• Credit / debit cards — typically 5–7 business days.
• Net banking — typically 5–10 business days.

Actual credit to your account depends on your bank or payment provider. If it takes longer than the ranges above, please share your ARN / RRN reference so we can escalate with the aggregator.

Refunds are always processed to the original payment instrument used for the transaction. We do not process refunds to a different account, card or wallet. If the original instrument is closed or unavailable, please contact your bank to arrange for the refund to be re-directed after we have initiated it.

The following are not eligible for a refund:

• Credits already spent on a Contact Unlock or listing publication.
• Session fees paid directly to a tutor.
• Promotional, bonus or complimentary credits.
• Requests raised more than 7 days after the transaction, unless a longer statutory window applies.
• Accounts suspended or terminated for a breach of the Terms of Service.

Please raise a refund request with us before initiating a chargeback with your bank. Almost every legitimate case can be resolved faster through our support process. Unjustified chargebacks may result in temporary suspension of the account and recovery of any legal or gateway fees we incur.

Refund requests linked to fraudulent behaviour — including but not limited to fake disputes, coordinated abuse of promotional offers, or use of stolen payment instruments — will be denied. We will cooperate with law-enforcement authorities and payment aggregators to investigate such cases and may permanently ban the offending accounts and IP addresses.

To raise a refund request or ask a question about this policy, email us at:

Refunds & Billing
refunds@tutorbypin.com
Support: tutorbypin.com/contact

Please include the transaction ID, the email on the account, and a short description of the issue.