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Every session is covered by a 24-hour dispute window and escrow-held payment. Here is how it works.
What every booking is covered by
These protections apply to every paid session, on every plan, with nothing to opt into.
24 hours to raise it
You have 24 hours after a session ends to raise a dispute. If none is raised in that window, payment releases automatically to the tutor.
Payment stays in escrow
Funds are held from the moment you book. Nothing reaches the tutor while a dispute is open.
The recording is evidence
Every session is recorded. Our Trust & Safety team reviews the recording for that session as part of resolving the dispute.
A full refund where warranted
If the session didn't meet our standards, you receive a full refund of the session fee.
How to raise one
Four steps, and the clock only matters for the first.
Open the session
Go to the session in your dashboard — under Sessions — within 24 hours of it ending.
Raise the dispute
Select the session and choose to raise a dispute, describing what went wrong in your own words.
We review
Our Trust & Safety team reviews your description alongside the session recording. Payment stays in escrow throughout.
Outcome
You are told the outcome directly. Where the session fell short of our standards, the session fee is refunded in full.
Cancelling is not the same as disputing
Cancellations more than 24 hours before a session start are refunded in full. Cancellations inside 24 hours may carry a partial charge at the tutor's discretion. A dispute is for a session that already happened and fell short.
Full detail lives in the Terms of Service and on the Safety page.