Refund & Cancellation Policy

Last updated: 31 August 2026

Plain English, no small print. Here is exactly what happens if a session needs to move, or doesn’t happen.

This policy forms part of our Terms & Conditions.

How we measure time

All deadlines below are measured against the scheduled start time of your session, in Edmonton time (America/Edmonton, Mountain Time, observing daylight saving). “Notice” means written notice through the reschedule/cancel link in your booking confirmation email or an email to info@mytutorly.ca, and it counts only if we receive it before the deadline. A message that reaches us after the scheduled start does not count as notice.

What we mean by “reschedule” and “credit”

A free reschedule is the right to move a session to a new date. It has no cash value, is never converted into a credit or a refund, and must be held — the new session completed — within its stated window.
A credit is a stored balance you can put toward a future session, valid for 30 days from the date it is issued. A credit is non-refundable, non-transferable, and never paid out as cash.

The short version

Situation	What happens
You reschedule or cancel 24+ hours before the session	Free. Full refund, or reschedule at no cost. Your call.
You reschedule or cancel 12–24 hours before the session	Your choice of a 50% refund or a 100% credit (valid 30 days).
You reschedule or cancel inside 12 hours (with notice before the start)	No refund, but one free reschedule, held within 14 days.
You don’t show up, or only tell us after the start	The session is charged in full. No refund, no reschedule.
We cancel or can’t make it	Full refund, or a free reschedule. Your choice, always.
Technology fails on our end	We reschedule the lost time free of charge, or refund it.

1. Cancelling and rescheduling

Use the reschedule or cancel link in your booking confirmation email, or email info@mytutorly.ca. What you get back depends on how much notice you give, measured from the scheduled start:

24 hours or more before start: Free — a full refund to your original payment method, or a reschedule at no cost. Your choice.
12–24 hours before start: Your choice of a 50% refund or a 100% credit (valid 30 days from issue).
Less than 12 hours before start, with notice before the start: No refund. You may reschedule once, at no charge, held within 14 days of the original start. This is a reschedule right, not a credit.
No-show, or notice given only after the scheduled start: The session is charged in full. No refund and no reschedule.

Why we hold this line

A booked hour is an hour we turned away another student for. It isn’t to punish anyone — and if something genuinely went wrong, read “Life happens”, below.

2. If we cancel

Life happens to us too. If Tutorly cancels a session for any reason, you get, entirely at your choice, a 100% refund or a free reschedule. A reschedule must be held within 30 days of the cancelled session; if we can’t offer a slot that works for you in that time, you can take the full refund instead. If we cancel with less than 24 hours’ notice, we’ll also give you 25% off your next session — we hold you to a standard, so we hold ourselves to the same one.

3. How rescheduling affects your refund rights

A reschedule moves your session; it does not reset your refund rights. A rescheduled booking keeps the original session’s start time for every purpose in this policy, so rescheduling can never restore a refund you had already lost, and never moves you into a higher refund tier. The free reschedule may be used once per original booking, and a session that is itself a reschedule cannot be rescheduled again.

If you cancel a session you obtained through a free reschedule, it is governed by your original booking’s tier. Because that tier gave no refund and your one reschedule has already been used, the session is forfeited — no cash, no credit, and no further reschedule.

If we are unable to offer any slot within your reschedule window, the window extends to include the first session we can offer; you then hold that slot, or another we offer, for the reschedule to remain valid. This extension only covers a shortage of availability on our side — it does not apply if you decline slots we offered, in which case the original window stands and the reschedule is forfeited.

4. Minimum reschedule block

Rescheduled time is subject to a 30-minute minimum. If the time to be moved is shorter than that — for example, a brief remaining segment of a longer session — we will, at our discretion, either add it to your next booked session or issue a credit for it, rather than schedule a separate short block.

5. Credits

Credits are non-refundable and non-transferable, and are only ever redeemable toward a future session — never paid out as cash. Any session paid for in whole or in part with a credit is itself non-refundable to cash: if you cancel it, the credited portion comes back as credit (never cash), keeping its original expiry date. Credits expire 30 days from the date of issue, and any unused balance is forfeited then.

6. Service interruptions

If a session cannot go ahead, or is materially disrupted, because of a failure on our side or on the video platform (for example, a Zoom or Google Meet outage) and more than 15 minutes of the session is lost, we treat the lost portion as our cancellation: your choice of a pro-rated refund for the lost time or a free reschedule of the remainder (held within 30 days, and subject to the 30-minute minimum above). Disruptions on your side — your own internet connection or device — do not qualify for a refund, but we will reschedule the remainder once at no charge if you tell us during or immediately after the session, subject to availability and the same 30-minute minimum.

7. Small-group sessions (2–4 students)

Group sessions are priced at $40 CAD per student, per hour.

Each student’s booking is treated separately. The cancellation tiers and the no-show rule above apply to each of you individually.
If one student drops out, the price does not change for the others. You booked at $40 and you pay $40 — you will never be re-billed at a higher rate because your group shrank. If anything, you get a smaller group for the same money.
If a group drops below 2 students for any reason, every remaining student may cancel for a full refund — regardless of how much notice is left. You booked a group session. If there’s no group, you’re not held to it, even if we only find out an hour beforehand. You can also choose to go ahead as a smaller group, or convert to a 1-on-1 session at the 1-on-1 rate.
The student who dropped out is subject to the normal cancellation rules above.

8. Packages and prepaid sessions

If you’ve prepaid for multiple sessions:

Unused sessions are refundable at the rate you paid, at any time, minus any sessions already delivered.
Prepaid sessions are valid for 12 months from purchase.
Prepaid sessions are not transferable to another person without our agreement.

Prepaid sessions are separate from the credits described above: a prepaid balance is refundable and valid for 12 months, whereas a credit issued for a late cancellation is non-refundable and valid for 30 days.

9. Life happens

Illness, family emergencies, a car that won’t start, a mental-health day you badly needed. We are a person, not a policy engine.

If something genuinely went wrong, tell us. Email info@mytutorly.ca and we will almost always waive a late-cancellation or no-show charge — especially the first time. We would much rather have a student who trusts us than an extra $75.

What we can’t do is let this become the pattern. Repeated last-minute cancellations mean we’ll ask you to prepay in future.

10. Not happy with a session?

Tell us within 48 hours of the session, at info@mytutorly.ca, and explain what didn’t work.

We will either re-teach the material free of charge, or refund the session — whichever you’d prefer. We won’t argue with you about it. If we didn’t help you, we shouldn’t keep your money.

11. How refunds are paid

Refunds go back to your original payment method.
We initiate them within 3 business days of the request.
Your bank or card issuer may take a further 5–10 business days to show it. That part is out of our hands.
Refunds are for the amount owed under the tiers above, with no processing fee deducted.
Refunds are issued in the original currency only.

To request a refund, email info@mytutorly.ca with your name and the session date.

12. Your consumer rights

Nothing in this policy removes or limits any right you have under the consumer-protection law of your province, including any statutory cooling-off or cancellation right that applies to contracts entered into online. Where provincial law gives you a stronger right than this policy does, that law wins.