This policy explains when grinds can be cancelled, when refunds are issued and what happens in the most common situations — including no-shows. It forms part of our Terms & Conditions.
1. Student Cancellations
- More than 24 hours before the session: full refund.
- Within 24 hours of the session: 50% refund. The remainder is paid to the tutor for the reserved time.
- Within 2 hours of the session, or after it has started: no refund.
2. Tutor Cancellations
If a tutor cancels a confirmed booking for any reason, the student receives an automatic 100% refund. Repeated cancellations affect a tutor's ranking and may lead to suspension.
3. Tutor No-Shows
If a tutor does not attend a confirmed booking:
- The student receives a full refund.
- The student may be offered a credit toward another tutor.
- The tutor's account is flagged and may be suspended after repeated incidents.
Report a no-show within 48 hours of the scheduled session via your dashboard or by emailing grindtree.ie@gmail.com.
4. Student No-Shows
If a student does not attend without cancelling, the session is treated as delivered and no refund is issued. The tutor is paid in full.
5. Quality Issues
If a session was delivered but fell materially below what was advertised (e.g. wrong subject level, tutor not as described, technical issues caused by the tutor), contact us within 48 hours. We review on a case-by-case basis and may issue a partial or full refund or credit.
6. Refund Processing
- Refunds are issued to the original payment method via Stripe.
- They typically appear within 5–10 business days.
- Platform fees are refunded in proportion to the refund amount.
7. Disputes
We aim to resolve disputes fairly. Please contact us first before raising a chargeback with your bank — chargebacks raised without first contacting us may delay resolution and could result in account restrictions.
8. Contact
Refund queries: grindtree.ie@gmail.com.