Refund and Cancellation Policy
When lesson fees come back to you, how much, and how fast
Last updated: 29 September 2026
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How refunds work at Edutara
Every lesson at Edutara runs on one invoice. The learner, or whoever registered the learner, pays Edutara, and Edutara pays the tutor for each lesson taught. So when money comes back, it comes back from Edutara, and this page sets out exactly when that happens, how much returns and how quickly it reaches you.
Edutara sets the fee for each class, subject and city and shows it on your invoice at enrolment, before you pay. Invoice amounts include GST at 18%, and every refund returns the GST paid on the refunded part along with it.
This policy forms part of the terms of service. Your rights under the Consumer Protection Act, 2019 apply alongside it in full.
1. Cancelling before the first lesson
Plans change. Cancel at any point before the first lesson and the lesson fee comes back in full.
Lesson fees, refunded in full
Everything you paid for lessons is refunded, with nothing held back, within 7 business days of your request.
The registration fee
Where your invoice includes a one-time registration fee, it is refunded in full too, right up until Edutara introduces a matched tutor to you. From that introduction on, the registration fee is kept.
2. Stopping partway through a package
You can stop whenever you like. Every paid lesson that has not been taught comes back to you.
Lessons already taught
For the month in which you stop, the lessons already taught are charged at the single-lesson rate, because the package discount belongs to a completed package. Earlier months stay exactly as billed.
Every unused lesson, refunded
The value of every paid lesson still to come is refunded within 7 business days of your request. Edutara tells you the exact amount before sending it.
Credit, if you prefer it
You can ask to keep the amount as credit for another subject, another tutor or a later start. Credit stays on your account with no expiry date, and you can still ask for it as a refund later.
3. Moving or cancelling a single lesson
Lessons move easily with a day's notice. The rule is 24 hours, for every subject and for home and online lessons alike.
24 hours or more before the lesson
Move or cancel the lesson free of charge, with no reason needed. The lesson goes back into your package to be taught at a new time.
Less than 24 hours before the lesson
Tell Edutara or your tutor as early as you can, and we will work with the tutor to move it. A lesson that moves costs nothing. A lesson that cannot be moved counts as taught.
When the learner does not attend
The tutor waits 15 minutes from the start time. If the learner does not join, or is not at home for a home lesson, and no notice was given, the lesson counts as taught.
4. When the problem is on our side
When a lesson falls through because of the tutor or because of Edutara, you never pay for it.
The tutor cancels or misses a lesson
Edutara moves the lesson to a new time at no cost, and it never counts against your package.
Free tutor replacement
Ask for a different tutor at any time, at the trial lesson or months later, and Edutara finds you a new one free of charge.
A full refund after 14 days
Edutara gives itself 14 days from your request for a tutor, or for a new one, to place a tutor you are happy to continue with. When those 14 days pass without that match, Edutara refunds every unused lesson and the registration fee, in full, within 7 business days.
5. How to ask for a refund
One message is enough. The refund request form at the end of this page goes straight to the Edutara team that handles payments.
What to include
The learner's name, the invoice number, the lessons you want cancelled or refunded (or the whole package), and whether you would like the money back or kept as credit.
What happens next
Edutara confirms your request within 1 business day and tells you the exact amount before the refund is sent.
6. How and when the money comes back
Refunds travel back along the same route your payment came in.
Sent within 7 business days
Edutara sends every approved refund within 7 business days.
To the card, wallet or account you paid with
A card payment is refunded to the same card, and a wallet or account payment to the same wallet or account. Credit on your Edutara account is used only when you ask for it.
When your bank shows it
Your bank or card issuer usually shows the refund within 5 to 10 business days after Edutara sends it.
The full amount
Edutara makes no deduction for payment processing charges. The refund includes the GST paid on the refunded lessons.
7. What is not refundable
The list is short, and this is all of it.
Lessons already taught
A lesson that has taken place is a lesson delivered, so its fee stays on the invoice.
Lessons counted under the 24-hour rule
A lesson cancelled with less than 24 hours' notice that could not be moved, and a lesson the learner missed without notice (section 3).
The registration fee after a match
Where your invoice includes one, the registration fee is kept once a tutor has been matched and introduced and you are the one who cancels. When the reason is on our side, it comes back in full (section 4).
The package discount for a month you stop early
Lessons taught in that month are charged at the single-lesson rate (section 2).
8. Your other rights
This policy adds to the protection the law and your card already give you.
Consumer law
Your rights under the Consumer Protection Act, 2019 apply in full, and you may approach the consumer commissions set up under it.
Card disputes
Your right to raise a dispute with your card issuer stays with you whatever this policy says.
Pay Edutara only
Every lesson payment goes to Edutara against an Edutara invoice. If a tutor ever asks you for money, tell Edutara.
Ask for a refund
Send your refund or cancellation request to Edutara with the learner's name and the invoice number, and the team replies within 1 business day.
Write your request in Edutara's refund request form. It reaches the Edutara payments team, which replies at the phone number or email you give.
Open the refund request formRelated pages
This refund and cancellation policy forms part of Edutara's terms of service.