Refund & Cancellation Policy

Thank you for choosing TutoraX. We are a platform that connects students with tuition academies and helps academies run their classes, recordings, payments and events online in Sri Lanka. We value your satisfaction and we are committed to handling any refund situations fairly, transparently and promptly.

Payments on TutoraX are collected in Sri Lankan Rupees (LKR) through the secure gateway PayHere (for academy plan subscriptions). Class fees and special-event fees may alternatively be paid directly to your academy outside TutoraX — in that case the academy's own refund rules apply, and you should contact the academy directly.

Returns

TutoraX is a digital education platform and does not sell physical products, so there are no physical items to return. Our refunds relate to payments made through the platform:

• Academy plan subscriptions paid via PayHere.
• Special-event registrations paid on the platform.
• Any accidental or duplicate payments made through the payment gateway.

Refunds

Once we review a refund request, we notify you of the status. If your refund is approved, it is initiated back to your original method of payment (card, bank, wallet) used at checkout. The refund amount excludes any payment-provider or bank charges incurred, unless the refund is due to our error.

Eligibility Window

• Signed up for an academy plan and paid but the plan has not started? You may cancel and receive a full refund within 14 days of the payment date.
• A live special-event registration may be cancelled for a refund up to 48 hours before the event start time. After that window, tickets are non-refundable.
• Duplicate or erroneous payments charged by the gateway will be refunded in full once verified.

Exchanges

Since TutoraX delivers digital services, exchanges work as credits instead:

• If you paid for the wrong plan, we can exchange it to a different plan of equal or lower value, or credit the difference.
• If a class you were enrolled in is cancelled by the academy, T utoraX will assist the academy in offering a transfer to an equivalent class or a refund, depending on the cause of cancellation.

Non-Refundable Items

The following are not refundable:

• Class fees paid directly to an academy (outside TutoraX). Please contact the academy for its policy.
• Special-event tickets after the event has begun or after download of the entry QR code (ticket may already have been scanned).
• Partial months of an already-started subscription.
• Any promotional or discounted fee where the terms at checkout stated it was non-refundable.

Damage, Service Issues or Defective Content

If a recording, document or event you paid for fails to play or is otherwise defective, please contact us immediately at the address below. We will fix the access problem, replace the content, or refund the affected payment, depending on your preference.

Processing Time

Approved refunds are processed within 5–7 business days of approval. Depending on your bank or payment provider, the credited amount may take additional time to appear in your account.

How to Request a Refund

Email us with your registered email address, the transaction or order reference, and the reason for the refund. Refund requests should be sent within the relevant eligibility window described above.

Contact Us

If you have any questions about this Refund Policy or a specific payment, please contact us at:

TutoraX · tutora@info.tutorax.lk