What Happens If a Parent Disputes a Charge?

If a pupil or parent disputes a payment with their bank, this is handled as a chargeback through Tutonomi's payment service provider.

When a chargeback is initiated, you'll receive an email directly from the payment service provider with details of the dispute and a link to their dashboard where you can manage the process. From there, normal chargeback dispute procedures apply — you'll have the opportunity to provide evidence and respond to the claim.

Tutonomi is not directly involved in the dispute process itself, so any questions about the outcome or timeline should be directed to the payment service provider, although we're always here to help - so if you want to discuss it with us, please do get in touch!

Good to know

• Keep lesson notes, payment confirmations, and any relevant correspondence with the pupil — these can all be useful as evidence if you need to contest a dispute.

• If you're unsure who Tutonomi's payment service provider is or can't find the email, check your Account page or get in touch with us and we'll point you in the right direction.