This Refund & Cancellation Policy (the “Policy”) sets out the cancellation and refund rules between you and TutorHub Hong Kong Limited (補習島香港有限公司) (the “Company”, “we” or “us”), operating TutorHub at https://www.tutorhub.hk. By placing an order you agree to this Policy. Payment timing and methods are detailed in our Payment & Billing Policy. Because we sell tuition bookings (not physical goods), there is no physical “return of goods”; unused or cancelled lessons are handled as refunds / credits under this Policy.
1. Payment deadline (related to refunds)
- You should complete payment within the window shown on the Platform after the order is confirmed (typically within 24 hours), using the methods offered at checkout.
- If payment is overdue or fails repeatedly, we may suspend arrangements and the order may be cancelled. Deposits already paid for cancellations caused by your late payment are non-refundable unless required by law.
2. When a lesson falls short
Tutors must meet the standards agreed in the order: stated academic qualifications and teaching experience, the agreed subject(s), number of lessons, duration per lesson, lesson format (home or online) and language of instruction.
If the tutor does not meet the agreed standard, or a serious failure occurs (for example arriving more than 30 minutes late without valid reason, unilaterally changing the lesson schedule, or failing to provide agreed homework support), you may require remediation (a replacement tutor, a make-up lesson, etc.). If remediation still fails, you may terminate the unused lessons and request a pro-rated refund for lessons not actually delivered.
We aim to acknowledge complaints within 2 hours on business days and provide a resolution path (refund, make-up lesson or other remedy) within 48 hours where practicable.
3. Cancellation by you
Submit a cancellation via the Platform order page or support ([email protected]). Cancellation time is when our system records your request.
Unless a specific order states otherwise, cancellation fees for prepaid lesson packages are:
- 7+ days before the first lesson: full refund.
- 3–7 days before: 20% fee, 80% refunded.
- 1–3 days before: 30% fee, 70% refunded.
- Within 1 day (including the day of the lesson): non-refundable for that lesson; where practicable we will offer a reschedule instead.
“Lesson start time” means the agreed start time shown on the order (including any agreed home-visit arrival window). For force majeure (natural disaster, government restriction such as a typhoon or school closure, sudden illness with medical proof), you may request a full refund or a reschedule by submitting proof within 24 hours of cancelling.
Approved refunds are returned to the original payment method within 5–10 business days after approval (processor timelines may vary). Chargebacks should first be raised with us so we can help resolve the dispute.
4. No physical returns
TutorHub does not ship tangible merchandise. There is therefore no shipping return address for goods. Refunds apply only to prepaid tuition as described above. See also our Service Delivery Policy.
5. Disputes & updates
Disputes over refund amounts should first be resolved via [email protected]. Failing that, the dispute mechanisms in our Terms of Service apply. We may revise this Policy; the updated version will be posted on the Platform.
Customer support & contact
- Legal entity: TutorHub Hong Kong Limited (補習島香港有限公司)
- Registered address: Hong Kong
- Brand / website: TutorHub — https://www.tutorhub.hk
- Email: [email protected]
- Contact page: Support & contact form
- Response time: We typically respond to enquiries within 24 hours on business days (Hong Kong time, Monday–Friday).