Cancellation & Refund Policy

A. In-Hourse Structured Courses

1. Monthly Subscription Cancellation

Notice Period:

• 30 calendar days' written notice required.
• Send your cancellation request to: billing@mystudyark.co.uk
• Your notice period starts from the date we confirm receipt.

What happens during your notice period:

• All scheduled sessions continue as normal.
• You retain full access to your Student Area, resources, and tutor support.
• Your final payment will be taken on your usual billing date (if it falls within the notice period).
• Your subscription ends on the last day of the notice period.

Example:

You request cancellation on 10th March. We confirm receipt on the same day. Your notice period runs from 10th March to 8th April. Your final payment (if due 1st April) is taken as normal. Your access ends 8th April.

2. Pausing Your Subscription (Holidays & Breaks)

You may pause your monthly subscription for up to 8 weeks per calendar year.

• Notice required: 7 days before the pause start date.
• During the pause: No payments are taken. Your Student Area remains accessible. Your scheduled weekly slot is held for you.
• Resuming: Your subscription automatically restarts on the date you specify. If you wish to extend the pause, contact us at least 48 hours before the scheduled restart.

Term-time only option:

If you select our "Term-Time Only" plan, your subscription automatically pauses during school holidays (October half-term, Christmas, February half-term, Easter, Summer). No action is required from you.

3. Changing Your Course Package

4. Refunds for In-House Courses

Processing time: Refunds are issued within 5-10 working days to the original payment method.

5. Early Cancellation of Termly/Annual Plans

If you paid upfront for a termly or annual plan and cancel before the end of the term/year:

• Refund is calculated on a pro-rata basis for unused full weeks remaining.
• A £25 administration fee applies.
• No refund is given if you have used 75% or more of the paid period.

B. Independent Tutor Marketplace

1. Trial Sessions (£15 for 30 minutes)

• Trial sessions are non-refundable once attended.
• If the tutor cancels with less than 24 hours' notice, you receive a full refund and may book another trial free of charge.
• You may cancel or reschedule a trial session free of charge with 24+ hours' notice.

2. Single Sessions (Pay-As-You-Go)

What is a "credit"?


A credit is held in your account and can be used toward any future booking with any tutor on the marketplace. Credits do not expire.

3. Session Packages (5, 10, 20 hours)

• Valid for 6 months from date of purchase.
• Unused hours are forfeited after expiry.
• Cancellation of individual sessions within a package follows the same notice rules as single sessions (above).
• If you cancel a session with less than 24 hours' notice, the hour is deducted from your package and you are charged 50% of the session value.

Cooling-off period (Consumer Contracts Regulations 2013):

• You have 14 days from purchase to cancel a package and receive a full refund.
• Exception: If you book and attend any session from the package within those 14 days, you lose the right to cancel for that session. You may still cancel the remaining hours and receive a pro-rata refund.

Example:

You buy a 10-hour package on 1st March. You book and attend a session on 5th March. On 10th March, you decide to cancel. You are entitled to a refund for the remaining 9 hours, but the 1 attended hour is non-refundable.

4. Regular Weekly Bookings

If you book the same tutor at the same time each week:

• Each session is treated as an individual booking for cancellation purposes.
• To cancel a recurring booking arrangement entirely, you must:
• Cancel each future session individually via your dashboard, OR
• Email the tutor directly (copying support@mystudyark.co.uk) to confirm cancellation of the arrangement.
• No notice period applies beyond the 24-hour rule for each session.

5. Tutor-Initiated Cancellations

If a tutor cancels a session:

• With 24+ hours' notice: You receive a full refund or credit, and we email you to help find an alternative slot.
• With less than 24 hours' notice: You receive a full refund plus a £10 credit toward your next booking (as an apology for the inconvenience).
• Repeated cancellations by the same tutor may result in their profile being demoted or removed from our marketplace.

6. Dissatisfaction Guarantee

If you are not satisfied with your first session with a marketplace tutor:

• You may request a full refund within 48 hours of the session.
• We will investigate and, if the tutor failed to deliver the session as described or behaved unprofessionally, we will refund you in full.
• This guarantee applies to one trial session per tutor and is limited to three claims per student account per year.

C. General Policies (Apply To Both Services)

1. Our Right to Cancel

We may cancel any booking or subscription immediately if:

• Payment is not received within 7 days of the due date.
• You breach our Terms and Conditions or Acceptable Use Policy.
• We identify fraudulent activity or suspected misuse of the platform.
• Safeguarding concerns require immediate action.

In such cases, you will receive a pro-rata refund for any unused, pre-paid sessions (excluding any discounts applied at the time of purchase).

2. Force Majeure

We are not liable for failure to perform our obligations if such failure is caused by events outside our reasonable control, including but not limited to: internet outages, power failures, strikes, natural disasters, or government restrictions.

3. How to Request a Cancellation or Refund

Please allow up to 5 working days for processing.


Refunds are issued to the original payment method and may take 3-10 working days to appear, depending on your bank.