TrulySpeak booking policy

Refund, Cancellation and Withdrawal Policy

Last updated 13 August 2026. This policy describes the implemented local booking, hold, cancellation, refund and withdrawal boundaries.

1. Scope

This Policy applies to payment-related TrulySpeak transactions, including lesson requests, balance funding, holds, refunds and Tutor financial consequences. It supplements the Terms and does not reduce mandatory rights.

2. Verified lesson outcomes

Event	Product rule	Student result	Tutor result
Student cancellation at least 24 hours before start	Self-service cancellation releases the pre-settlement hold.	Held value returns to the TrulySpeak available balance; this is not a cash refund.	No lesson settlement is posted.
Student cancellation inside 24 hours	The Student submits a reason for Support review; no automatic cancellation or refund is promised.	The Session remains subject to the reviewed incident outcome.	The financial outcome follows the reviewed resolution.
Tutor cancellation at least 24 hours before start	Tutor self-service cancellation releases the hold; the lifetime self-service limit is three accepted cancellations before Support review is required.	Held value returns to the available balance.	No lesson settlement; cancellation history is retained.
Tutor cancellation inside 24 hours	A reason is required, the hold is released, a high-priority incident opens, and marketplace ranking is suppressed for 14 days with an appeal path.	Held value returns to the available balance.	No settlement; the incident and temporary suppression are recorded.
Reschedule	At least 24 hours before start, both the original and replacement lesson must meet the cutoff and a different replacement slot must be secured.	The replacement Session retains the confirmed economic terms.	The source Session is superseded; the replacement is scheduled.
Tutor declines a pending request	Only a pending Tutor request can be declined and the hold is released idempotently.	Held value returns to the available balance.	No lesson is created or settled.
Tutor acceptance expires	An unanswered pending request expires at its server deadline and the hold is released.	Held value returns to the available balance.	No lesson is created or settled.
No-show or Session incident	Attendance is recorded separately. An opened dispute moves through a reviewed pre-settlement allocation or release; opening it alone is not a refund.	An upheld Tutor no-show releases the hold; other outcomes follow the explicit resolution.	A valid Tutor award settles only when the hold remains eligible.
Provider or payment failure	A failed checkout does not create a successful captured top-up. A failed approved provider refund opens an auditable incident for follow-up.	No successful value is credited from a failed payment; completed refunds follow their recorded destination.	No lesson or payout result is inferred from a provider failure.

3. Booking requests and holds

A quote, payment authorization, balance hold or request is not necessarily a confirmed lesson. Confirming a quote places its value in the Student’s held balance while the Tutor decision is pending. Decline, expiry, conflict and valid pre-settlement cancellation release that exact hold through an immutable journal.

4. Refund destination

A hold release returns value to the Student’s TrulySpeak balance and is not a cash refund. A reviewed balance restoration uses the account ledger. An approved Stripe refund is submitted against the original succeeded Stripe top-up and requires immutable Refund and Balance Transaction references when successful. Provider processing time is not promised.

5. Wallet and top-up refunds

The initial top-up minimum is USD 20 equivalent. Top-ups are not automatically withdrawable on demand. A full captured top-up may be restored to balance or submitted as a Stripe refund only through the incident-linked Finance review, independent Admin approval and execution workflow. Partial source-journal refunds are not implemented.

6. Tutor earnings and reversals

Tutor amounts can be pending, available, payable, paid or adjusted. Cancellations, refunds, disputes, chargebacks, incidents and financial corrections use linked immutable journals or compensating reversals; they never edit a posted entry or make a Student balance negative.

7. Consumer right of withdrawal

Where EU or Spanish law gives a consumer a statutory withdrawal right for a distance service, the statutory period and exceptions apply separately from the ordinary cancellation policy. For service contracts this period is generally 14 days from conclusion, subject to applicable conditions.

If performance begins at the consumer’s express request, a lawful proportionate amount may be due after withdrawal. A right may cease after full performance only when all required consent and acknowledgement steps were satisfied. TrulySpeak currently records no booking-level waiver or loss-of-withdrawal checkbox and makes no such claim.

8. Incorrect charges and technical errors

Use the supported transaction, Session or incident tools to report a suspected duplicate charge or incorrect ledger entry. TrulySpeak reviews authoritative Session, ledger and provider records. External contact: Not configured — required before deployment.

9. Chargebacks and disputes

Contacting Support before a chargeback is encouraged where practical but does not remove legal or payment-network dispute rights. Fraudulent or abusive chargebacks may lead to permitted account restrictions.

10. Requesting a refund or reporting a problem

Use the in-product lesson, transaction or incident tools and include the Session or payment reference. External support contact: Not configured — required before deployment.

11. Mandatory rights

Nothing in this Policy excludes rights that cannot lawfully be waived or limited.