Tutor cancellation
If a tutor cancels a paid confirmed session and no acceptable reschedule is arranged, the customer may request refund review.
Refund Policy
Refund and dispute support for tutoring bookings made through TUTORERA by MENTISERA.
Tutor no-show
If a tutor does not attend a confirmed paid session, TUTORERA may review attendance and communication records for refund eligibility.
Student cancellation
Student cancellation eligibility depends on cancellation timing, booking terms, tutor preparation, and whether service delivery has started.
Student no-show
A student no-show after a confirmed booking may be non-refundable unless the published cancellation terms or support review allow otherwise.
Duplicate transaction
Duplicate verified payments for the same booking may be refunded after transaction matching.
Incorrect charge
Incorrectly charged amounts may be corrected or refunded after amount and booking verification.
Failed payment
Failed or unverified payment should not activate a booking. If money is debited, support can help trace the transaction.
Partially used packages
Partially used tutoring packages are reviewed based on delivered sessions, remaining balance, and agreed booking terms.
Completed session
Completed sessions are generally not refundable unless there is a verified service failure or policy exception.
Refund request period and method
Customers should request refund review as soon as possible after the issue occurs and include the booking reference, transaction reference, amount paid in the booking currency, screenshots or communication evidence where relevant, and a short explanation.
Approved refunds are processed back through the original payment method where supported, or through another documented method approved by TUTORERA support. Because students currently pay no marketplace service fee, refund review focuses on the paid tutoring amount and any actual payment-provider deductions that cannot be reversed.
Refund processing and disputes
TUTORERA reviews booking records, payment verification, cancellation timing, service delivery evidence, and communications before deciding eligibility. Processing times may vary by payment provider and bank.
Refund and dispute requests: hello@mentisera.pk · +92 334 8880859
Operator details
MENTISERA (SMC-Private) Limited
House 387, Street 11, Phase 5-b, Ghauri Town, Islamabad, Islamabad Capital Territory, Pakistan