Cancellation & refund policy

At Tutral, we aim to provide a reliable, transparent and supportive online learning experience for students and families worldwide. This policy explains the terms for cancelling classes, rescheduling sessions and requesting refunds across our programmes.

Please read this policy before making a payment. By enrolling in a Tutral programme, you acknowledge these terms, subject to any rights available to you under applicable consumer-protection laws.

1. General cancellation & refund terms

1.1 Classes already delivered

Fees for classes that have been conducted and delivered are non-refundable, except where a refund is required under applicable law or expressly provided for in this policy.

1.2 Student cancellations and absences

Students or parents must follow the cancellation notice period specified for their programme. Late cancellations and missed sessions may be treated as used sessions, as described in the relevant programme section.

1.3 Classes cancelled by Tutral

If Tutral or an assigned tutor cancels a scheduled class, Tutral will offer a replacement session at a mutually agreed time. If a suitable replacement cannot be arranged, a refund or account credit for the undelivered session will be offered, as appropriate and subject to applicable law.

1.4 Programme changes or discontinuation

If Tutral discontinues a programme or cannot deliver the remaining sessions purchased by a student, Tutral will offer replacement sessions or a pro-rata refund for the undelivered portion of the programme. Any refund will not exceed the amount paid for the affected services.

1.5 Refund eligibility

Refund eligibility depends on the programme, the services already delivered, the timing of the request and the circumstances of cancellation. Nothing in this policy excludes or limits any consumer rights or remedies that cannot lawfully be excluded or limited.

2. Programme-specific cancellation & refund rules

A. 1-to-1 Tutoring

Rescheduling by the student

• Students or parents must provide at least 24 hours’ notice to request a rescheduled session.
• Rescheduling is subject to tutor availability and confirmation by Tutral.
• Requests made with less than 24 hours’ notice may be treated as a cancellation, and the session may be counted as used.
• A student who does not attend a scheduled session without prior notice may be treated as having used that session.

Cancellation by Tutral or the tutor

• If Tutral or the assigned tutor cancels a session, a replacement session will be arranged.
• If a replacement cannot be arranged, a refund for the undelivered session will be offered.

Unused prepaid packages

• Refund requests for unused prepaid sessions may be submitted to Tutral.
• The refund will be calculated by deducting the published value of completed sessions from the package amount paid.
• Any applicable administrative or transaction deductions will be applied only where disclosed before purchase and permitted by applicable law.
• Package-specific expiry dates or other conditions disclosed at the time of purchase will apply, subject to applicable law.

B. Study Club

Monthly membership

• Study Club fees must be paid in advance for the relevant membership cycle.
• The membership period, class schedule, programme inclusions and fee will be communicated before enrolment.
• Once the membership cycle has started, fees are generally non-refundable for a change of mind, a student’s decision to withdraw, or classes missed by the student, subject to applicable law and the provisions below.
• Student absences do not automatically entitle the student to a make-up class or refund.

Cancellation by Tutral

• If Tutral cancels scheduled sessions and cannot provide suitable replacement sessions, an appropriate pro-rata refund for the undelivered sessions will be offered.
• If Tutral discontinues the Study Club programme before completing the agreed membership period, the unused portion will be refunded or an alternative arrangement will be offered.

Future membership cycles

• Parents who do not wish to continue should notify Tutral before the next membership cycle begins.
• Any recurring payment arrangement, where applicable, will be governed by the payment terms disclosed at enrolment.

C. Exam Crash Room

Advance payment

• The full programme fee must be paid before the programme begins.

Student cancellation

• Once the programme has started or access to programme materials, mock tests or live sessions has been provided, fees are generally non-refundable for a change of mind or non-attendance, subject to applicable law.
• If a cancellation request is made before the programme begins and before access to programme materials is provided, please contact Tutral for review under the terms communicated at enrolment.

Cancellation or non-delivery by Tutral

• If Tutral cancels the programme or fails to deliver a material part of the promised service, Tutral will offer suitable replacement arrangements or an appropriate refund for the undelivered portion.
• Access to materials or a platform does not remove any refund rights that may apply when the promised service has not been delivered as agreed.

D. Weekend Boot Camp

Student cancellation

• A cancellation request must be submitted at least 24 hours before the scheduled boot camp start time to be eligible for a refund before the programme begins.
• Requests made within 24 hours of the start time, or after the boot camp has begun, are generally non-refundable, subject to applicable law.
• If the boot camp has not begun and a timely cancellation request is approved, the registration fee will be refunded.

Cancellation or rescheduling by Tutral

• If Tutral cancels a boot camp, the student may choose either a full refund of the fee paid for that boot camp or free enrolment in an alternative scheduled boot camp.
• If Tutral reschedules the boot camp and the new date is unsuitable for the student, the student may request a refund of the fee paid for that boot camp.

3. How to request a cancellation or refund

All requests should be submitted using the registered student or parent email address to tutral.official@gmail.com, or through Tutral’s official WhatsApp support channel at +91 98837 68526. Please include:

• Student’s full name
• Registered email address and contact number
• Programme name
• Scheduled class or programme date, where relevant
• Payment reference or transaction receipt
• Reason for the cancellation or refund request

Tutral may request additional information where reasonably necessary to verify the payment or assess the request.

4. Review and processing of refunds

• Acknowledgement: Tutral will acknowledge the request and may ask for further information.
• Review: The request will be assessed against this policy, the programme terms communicated at enrolment and applicable law.
• Decision: Tutral will communicate its decision and, where relevant, the refund amount and calculation by email or WhatsApp.
• Processing: Approved refunds will normally be initiated within 7–10 business days after approval. If additional verification or payment-provider procedures are required, Tutral will inform the customer where reasonably practicable.
• Bank or provider credit: The time taken for funds to appear in the customer’s account depends on the bank, card issuer, payment provider and country. These processing times are outside Tutral’s direct control.

5. International payments and currency conversion

Tutral accepts payments from students and families in different countries through the payment methods made available at the time of purchase.

• Where supported, refunds will be returned through the original payment method or payment provider used for the transaction.
• If the original payment route is unavailable, Tutral may request verified alternative payment details and arrange a refund through an appropriate method, subject to verification and applicable law.
• For international transactions, exchange rates, conversion fees, intermediary-bank charges and refund processing times may be determined by the payment provider or financial institution.
• The amount credited in the customer’s local currency may differ from the original amount debited because of exchange-rate movements or charges imposed by the payment provider or financial institution. Tutral does not control those rates or third-party charges.
• Tutral will not impose an undisclosed refund deduction. Any deduction applied by Tutral must be disclosed where required and permitted by applicable law.

6. Exceptional circumstances

Tutral recognises that unexpected circumstances may arise. Requests involving serious unforeseen events or other exceptional circumstances may be reviewed individually. Any decision will be communicated directly to the student or parent.

This provision does not guarantee a refund where one would otherwise be unavailable, nor does it remove any rights provided by applicable law.

7. Policy updates and contact

Tutral may update this policy from time to time. The version applicable to an enrolment will be determined in accordance with applicable law and the terms communicated to the customer. Material changes will not remove rights that have already accrued or rights that cannot lawfully be restricted.

Tutral, Bankura, West Bengal, India.

For questions about cancellations or refunds, email tutral.official@gmail.com or message us on WhatsApp at +91 98837 68526.

Important: This policy is intended to explain Tutral’s cancellation and refund procedures clearly. It does not replace applicable consumer-protection laws, which will prevail where they provide mandatory rights or remedies.