Once you have spoken to the enquiring student and you find that the enquiry has been raised erroneously, you can mark the enquiry as 'Invalid' within 7 days of responding to an enquiry.
Once you mark an enquiry as 'Invalid', we will look into the issue and get back to you in 3 days. If we find the enquiry as irrelevant for your profile, then the coins you have spent on that enquiry will be refunded.
As we verify every phone number before sharing the enquiry, we cannot guarantee that the student will pick up the phone call when you try calling him/her. As we have already asked the relevant questions to the Student and also verified the phone number, we cannot give coins refund if the Student doesn't pick up the phone. As an alternative, we provide the capability to send a Whatsapp message to the Student. We have heard from a number of tutors that Students often respond to Whatsapp messages.
In any case, we will only refund 25% of the coins that have been spent on responding to enquiries (in the current Premium Subscription period). We believe it is a fair number based on the internal quality audits that we conduct on regular basis on our enquiries.
Once investigated, if a refund is warranted, we will process the refund in 3 days time and the coins will be added to your account.
Our policy on refund of coins is subject to change as we continue to improve our internal quality metrics.
For Top Tutors / UrbanPro Tutor Partners:
Coins are charged only when you connect successfully with a student. This means that you connected via:
- A student booked a demo class with you
- A call got connected to the student for at least 30 seconds
- A message that you sent and was read by the student
Once charged, the coins can not be refunded.