Disputes are a last resort for situations where a student and tutor cannot agree on a lesson outcome. Before raising a dispute, we encourage both parties to communicate through the Messages system to resolve issues directly.
When to Raise a Dispute
You should consider raising a dispute if:
- The tutor did not show up, but the booking was not automatically cancelled.
- The lesson quality was significantly below what was described in the listing.
- You had a negative experience that warrants a review by our team.
- The lesson content was materially different from what was agreed upon.
How to Raise a Dispute
- Navigate to your Bookings page.
- Select the specific lesson in question.
- Click "Log a Dispute".
- Provide a detailed description of the issue, including any relevant evidence (screenshots, messages, etc.).
- Submit the dispute. Our team will be notified immediately.
What Happens Next?
- Funds are frozen: When a dispute is raised, any pending funds for that lesson are automatically placed on hold. The tutor will not receive payment until the dispute is resolved.
- Tutor response: The tutor will be notified and given the opportunity to provide their perspective.
- Admin review: Our team reviews all submitted evidence from both parties.
- Resolution: We will reach a fair decision based on the facts:
- Student refund: If the dispute is found in favour of the student, a full refund is issued.
- Tutor payout: If the dispute is dismissed, the tutor receives their full payment.
- Notification: Both parties are notified of the outcome via email.
Resolution Timelines
Most disputes are resolved within 24–72 hours. Complex cases that require additional evidence may take longer.
Tips for a Smooth Resolution
- Provide as much detail and evidence as possible when filing.
- Be factual and objective in your description.
- Respond promptly if our team contacts you for additional information.
- Avoid personal attacks or inflammatory language — focus on the facts.