If a session didn't go as expected, you can submit a report and our team will review your case.
Wait for your session to end
After the instructor ends the session — or when the scheduled end time passes — your booking status automatically changes to 'Pending Confirmation'. You'll also receive an email prompting you to take action.
Open My Learning → Sessions
Go to My Learning and find the session card showing 'Pending Confirmation' status. You'll see two action buttons on the card.
Click 'Report an Issue'
Instead of clicking 'Session Was Good', click the red 'Report an Issue' button. This opens a modal where you can describe what went wrong.
Describe the problem clearly
Write a detailed description of the issue. Common reasons include: the instructor did not show up, the session ended significantly earlier than scheduled, persistent technical problems that were not resolved, or the content was not as described. The more detail you provide, the faster our team can review your case.
Submit your report
Click 'Submit Report'. Your case is immediately sent to our support team at support@tutrx.org. Your booking status changes to 'Refund Requested' and the instructor's payout is put on hold.
Wait for our team's decision
Our support team will review your case within 24–48 hours. If the refund is approved, the full amount is returned to your original PayPal payment. If it is rejected (e.g. the session was completed as described), the instructor will be paid out and you'll be notified of the decision.