Payment and Cancellation Policy

Last Updated: February 2026

This Payment & Cancellation Policy outlines how lessons are billed, how cancellations are managed, and the expectations for both families and tutors. By booking or attending a session, you agree to the terms below.

1. Payment Process

1.1 Direct Debit via Stripe

Owl House Tutoring uses Stripe, a secure, industry-standard third-party payment processor, to manage all payments.

By completing our onboarding form, you consent to:

  • providing valid payment details,

  • storing payment information securely through Stripe, and

  • allowing Owl House to process payments for lessons delivered.

We do not store full credit card information on our systems.

1.2 Billing Schedule

  • All lessons are billed after each session, using the payment method provided.

  • Charges are typically processed within 24 hours of the lesson.

  • If a payment fails, Stripe will automatically retry processing.

  • You will be notified if payment remains outstanding.

1.3 Pricing

  • Current rates are listed on our website.

  • Pricing may be updated with reasonable notice.

  • Rates may differ between in-home and online lessons.

2. Cancellation Policy

Our policy exists to ensure fairness to tutors who reserve dedicated time for your child.

2.1 24-Hour Notice Requirement

A minimum of 24 hours’ notice is required for cancellations or rescheduling.
Notice must be given via SMS, phone call, or email with Owl House. Communication regarding cancellations and changes to availability should be discussed with Owl House management, and not directly with your tutor.

2.2 Late Cancellations and No-Shows

  • Cancellations made with less than 24 hours’ notice will be billed at the full session rate.

  • Missed sessions (“no-shows”) are also charged in full.

  • This charge is applied automatically through Stripe.

2.3 Rescheduling

  • Rescheduling within 24 hours is considered a cancellation.

  • Rescheduling outside the 24-hour window is permitted with no fee.

  • Frequent last-minute changes may affect tutor availability.

2.4 Tutor-Initiated Cancellations

If a tutor cancels or reschedules due to illness, emergency, or conflict:

  • you will not be charged for the affected session, and

  • we will offer either a rescheduled time or an alternative tutor.

3. Late Arrival Policy

3.1 Student Late Arrival

If a student arrives late (in-home or online):

  • the session will end at the scheduled time,

  • and the full fee still applies.

Tutors are expected to wait:

  • 10 minutes for online sessions

  • 15 minutes for in-home sessions

3.2 Tutor Late Arrival

If a tutor is late, the full lesson duration will still be delivered, or the remaining time rescheduled.

4. Non-Payment, Overdue Balances and Pausing Lessons

4.1 Failed Payments

If payment cannot be processed:

  • Stripe will automatically reattempt processing,

  • Owl House will notify you,

  • lessons may be paused until the outstanding balance is paid.

4.2 Suspension or Termination

Owl House Tutoring reserves the right to pause or terminate services due to:

  • repeated late cancellations,

  • non-payment, or

  • inappropriate behaviour.

Outstanding balances must be cleared before services resume.

5. Refunds

  • Refunds are not provided for missed sessions, late cancellations, or unused scheduled times.

  • Refunds may be issued only in exceptional circumstances at the discretion of Owl House.

6. Holidays, Public Holidays and School Breaks

Lessons do not automatically pause during:

  • school holidays

  • public holidays

  • exam periods

Families must notify us if they wish to pause or alter lesson schedules during these times.

7. Safety Requirements for In-Home Tutoring

For all in-home lessons:

  • a parent or responsible adult must be present in the home,

  • tutors must not be left alone with minors without an adult nearby,

  • tutors cannot transport students to or from lessons.

8. Agreement

By completing the onboarding form and booking sessions, you acknowledge that:

  • you have read, understood, and agree to this Payment & Cancellation Policy;

  • Stripe will securely process payments as described;

  • and cancellation fees and lesson charges will be automatically processed using the payment method provided.