Tutor ChienMilesAway (tutor.chienmilesaway.com)
Last updated: January 18, 2026
Contact: tutor@chienmilesaway.com
1. Scope and Overview
This Refund & Cancellation Policy (the “Policy”) explains how cancellations, rescheduling, lesson validity, teacher changes, refunds, and disputes work for one-on-one online Mandarin lessons purchased through the Tutor ChienMilesAway platform (the “Platform”). The Platform provides marketing, scheduling, and payment-processing services. Lessons are delivered by independent teachers (“Teachers”) and not by the Platform.
This Policy is incorporated by reference into the Platform’s Terms of Service. If there is a conflict between this Policy and the Terms of Service, the Terms of Service control unless the Terms of Service expressly state otherwise.
2. Key Definitions
For purposes of this Policy:
- “Lesson” means a one-on-one online class session of either 25 minutes or 50 minutes.
- “Trial Lesson” means a discounted first lesson offered for evaluation. Each Student may take one Trial Lesson per Teacher.
- “Package” means a prepaid bundle of Lessons (1, 5, or 10 lessons) delivered via vouchers/class credits in the booking system.
- “Student” means the learner or the parent/guardian purchasing lessons on the learner’s behalf.
- “Class Credit” means one unused Lesson within an eligible Package.
- “List Price” means the standard, non-discounted single-lesson price for the same duration and Teacher displayed on the Platform at the time of purchase.
- “Refund Processing Fee” means a flat administrative fee of USD $25 applied to eligible student-initiated refunds (see Section 7).
3. Products Covered
This Policy applies to the following offerings currently available on the Platform:
- One-on-one Lessons (25 minutes and 50 minutes).
- Trial Lessons (one per Student per Teacher).
- Lesson Packages (1 / 5 / 10 lessons) delivered via vouchers/class credits.
There is no automatic renewal or subscription billing at this time.
4. Student Cancellations, Rescheduling, and No-Show
4.1 Free cancellation / rescheduling window (10 hours).
A Student may cancel or reschedule a booked Lesson at least 10 hours before the scheduled start time. If cancelled within this window, the Student will receive the Class Credit back (if applicable) and may rebook subject to teacher availability.
4.2 Late cancellation (within 10 hours).
If a Student cancels or attempts to reschedule within 10 hours of the scheduled start time, the Lesson is treated as a late cancellation and is non-refundable.
4.3 Student no-show.
Teachers will wait up to 15 minutes after the scheduled start time. If the Student does not join within 15 minutes, the Lesson is treated as a no-show and is non-refundable.
5. Late Arrival
5.1 Student late arrival.
If the Student joins late, the Lesson ends at the originally scheduled end time; no make-up time is provided.
5.2 Teacher late arrival.
If a Teacher joins late, the Teacher is responsible for making up the missed time so the Student receives the full Lesson duration. The Platform does not guarantee a specific make-up arrangement and may facilitate communication where available.
6. Teacher Cancellations and Teacher No-Show
6.1 Teacher cancellation within 10 hours or Teacher no-show.
If a Teacher cancels within 10 hours of the scheduled start time, or does not attend the Lesson, the Student will receive the Class Credit back (or an equivalent make-up arrangement). Where appropriate, the Platform may help the Student rebook with the same Teacher or switch to another Teacher.
6.2 Platform technical or payment-processing issues.
If a Platform technical issue or payment-processing issue results in a Lesson being improperly deducted or not properly delivered, the Platform will restore the appropriate Class Credit(s) or otherwise correct the account to reflect the service actually received.
7. Switching Teachers and Price Differences
If a Student wishes to switch Teachers, the Platform may assist with teacher matching and scheduling subject to availability.
7.1 Same price level.
If the new Teacher’s price level matches the original Teacher’s price level for the same duration, remaining Class Credits may be used without additional payment.
7.2 Higher price level.
If the new Teacher’s price level is higher, the Student must pay the difference before booking with the new Teacher. Any payment for a price difference is charged as a separate product/fee on the Platform. The displayed amount is the total amount charged for that difference.
7.3 Lower price level.
If the new Teacher’s price level is lower, the difference will be retained as Platform credit for future purchases on the Platform and is not refundable as cash.
8. Package Validity, Expiration, and Extensions
Packages have a validity period starting on the purchase date. Validity periods are shown at purchase and in the booking system:
- 1-Lesson Package: 10 days
- 5-Lesson Package: 60 days
- 10-Lesson Package: 120 days
Packages are prepaid service plans (not gift cards or stored-value accounts). Unused Class Credits generally must be used within the validity period, which reflects Teacher scheduling commitments, availability, and promotional pricing. After the validity period ends, the Platform cannot guarantee the same pricing or Teacher availability, and expired Packages are not refundable.
8.1 One-time extension request.
A Student may request a one-time extension of up to 30 additional days for an expired Package. Extension requests are subject to Platform approval and operational constraints. Additional extension requests beyond the one-time extension are not available.
9. Refund Eligibility and Refund Calculations
9.1 General rule.
Refunds are available only for the unused portion of eligible Packages, and only if requested in accordance with this Policy. Lessons that have been completed, late-cancelled, or treated as no-shows are not refundable.
9.2 Used Lessons valued at List Price (loss of bundle discount).
When a Package refund is approved, any used Lessons are valued at the standard individual lesson rate applicable at the time of purchase (i.e., the non-discounted single-lesson rate for the same duration and Teacher) to reflect the loss of bundle discounts and reasonable administrative costs associated with early termination. The refund amount is calculated as: (amount paid for the Package) minus (standard individual lesson rate x number of used Lessons), minus applicable fees in Section 10.
10. Refund Method and Fees
10.1 Refund method.
Refunds are processed through the Platform’s payment processor (e.g., Stripe) and returned only to the original payment method. The Platform does not issue refunds via cash, check, wire, or alternative transfer methods.
10.2 Payment processing costs.
Payment processing costs (including, for example, card processing fees charged by the payment processor) are generally not returned to the Platform when a refund is issued. Accordingly, Student-initiated refunds may be reduced by the amount of non-refundable payment processing costs.
10.3 Refund Processing Fee (Student-initiated refunds).
For eligible refunds initiated by the Student for convenience, a standard administrative processing offset of USD $25 will be applied to cover manual accounting and platform overhead.
10.4 No processing fee for Teacher/Platform fault.
The Refund Processing Fee does not apply when the refund is due to a Teacher no-show/late cancellation (Section 6) or a Platform technical/payment-processing issue (Section 6.2).
11. How to Request a Refund
To request a refund, email tutor@chienmilesaway.com with the subject line: “[Account Name] – Refund Request – [Teacher Name]”. Please include (i) the reason for the request, (ii) the Package purchased, (iii) the number of used and unused Lessons, and (iv) confirmation that you agree to this Policy’s refund calculation and fees.
The Platform may request additional information to verify lesson history and eligibility. Refund requests are reviewed in the order received.
12. Chargebacks and Payment Disputes
If a Student files a chargeback or payment dispute, the Platform may immediately suspend the Student’s account and access to Platform services while the dispute is investigated. The Platform may require supporting documentation (e.g., attendance records, booking logs, and communications) to contest the dispute.
If the Platform provides evidence and the dispute is still decided against the Platform, the Platform may seek reimbursement for related losses and fees or offset such amounts against any remaining Platform credits or services, to the extent permitted by law.
13. Enrollment / Academic Assessment & Teacher Matching Fee (If Offered)
The Platform may offer a one-time enrollment fee for Academic Assessment & Teacher Matching services. If charged, the enrollment fee is non-refundable once paid (except as required by law) because it covers administrative and assessment services. Any such fee will be clearly disclosed before purchase.