Refund Policy
Version 2026-06-17 · Closed beta
This Refund Policy explains how cancellations, no-shows, and disputes work on PASS. It is part of our Terms of Service.
1. Cancellation windows
- 24+ hours before start time: Full refund, automatically issued to the original payment method.
- Less than 24 hours before start: 50% refund. The remaining 50% covers tutor opportunity cost.
- After the session has started: No automatic refund. Open a dispute (see §3) if there was a quality or safety issue.
2. No-shows
- Tutor no-show: Full refund + a free 15-minute makeup credit when the tutor agrees.
- Learner no-show: No refund. Repeated no-shows may result in account restrictions.
3. Disputes
Learners have 48 hours after a session ends to open a dispute from their bookings page. Reasons that qualify include: tutor unprepared, session cut short, off-topic, safety concern, or technical failure caused by the tutor. PASS admins review the booking, message history, and any evidence and issue a decision within five business days. Outcomes range from full refund to partial credit to denial.
4. Beta-period goodwill refunds
During the closed beta, PASS may issue full goodwill refunds — outside the windows above — for issues caused by platform bugs (broken booking flow, missing emails, payment double-charges, etc.). Report these to support@passtutoring.com within 30 days.
5. How refunds are issued
Refunds return to the original payment method via Stripe. Stripe typically takes 5–10 business days to post the refund depending on your bank. PASS does not charge a fee to issue a refund.
6. Chargebacks
If you have a billing concern, please contact us first — most issues can be resolved within a day. Filing a chargeback before contacting PASS may result in account suspension while the case is reviewed.
7. Contact
Email support@passtutoring.com. Include your booking ID for the fastest response.