Complaints and Disputes

1. A problem with a lesson

• Within 48 hours of the scheduled end: use Contest on the lesson in your lessons page. Automatic payment or refund for that lesson stops until a person has looked at it. Tell us briefly what went wrong.
• Later, or for anything else about a lesson: email support@tutorboost.org with the lesson date and what happened.

A person reviews the lesson-room record, the messages about the lesson and what each side tells us, and decides to pay the tutor, refund the student in full, or refund in part. We email both sides with the decision and the reason. The rules we apply are on the Fees and Refunds page.

2. A complaint about TutorBoost

Students and tutors can complain about any part of our service, free of charge, including a decision to restrict, suspend or close an account, to remove a profile, review or ad, or about how we ranked a profile, by emailing support@tutorboost.org. Please say what happened and what you would like us to do.

• We acknowledge your complaint within 2 business days.
• We aim to give you a reasoned answer within 14 days, and tell you if it will take longer.
• A complaint about a decision to restrict or remove content or an account can be made for at least 6 months after the decision, and is decided by a person, not automatically. If we were wrong, we reverse the decision without delay.

3. If you are still not satisfied

• Card payments: you can dispute a card payment with your bank. We ask you to contact us first, but you do not have to.
• Tutors (business users): we are willing to consider mediation in good faith; contact us to agree a mediator.
• Consumers in the EU, EEA and UK: you can contact your national consumer authority or a consumer advice service (in the UK, Citizens Advice), and bring a claim in the courts of the country where you live.
• Consumers in the US: see the dispute section of the Student Terms, and you may contact your state attorney general or the Federal Trade Commission.
• Privacy: see the Privacy Notice for your rights and your data protection authority.