Booking Policy

Last updated: 27 October 2026

This Booking Policy explains how sessions, payments, and refunds work on Lumo. It applies to both students and tutors.

1. Booking a session

When you book a session, you select the subject, date, time, and duration. The total price is shown before you pay. Once payment is confirmed, the booking is reserved and both parties are notified.

2. Payment

Payments are processed securely by HitPay. Lumo does not store your card details. The full amount is charged when you confirm the booking.

3. Cancellations

Our current cancellation rules are:

Student cancels more than 24 hours before the session: Full refund, no questions asked.
Student cancels within 24 hours of the session: The tutor may choose to refund the session at their discretion. If no refund is given, the session is treated as delivered.
Tutor cancels: Full refund to the student. We will also help the student find an alternative tutor if they wish.

4. No-shows

Student no-show: The session is treated as delivered. No refund is issued.
Tutor no-show: Full refund to the student, plus a note on the tutor's account. Repeated no-shows may result in removal from Lumo.

5. Rescheduling

Rescheduling is at the tutor's discretion. We recommend contacting your tutor directly through the booking details if you need to move a session. Rescheduled sessions must be completed within 30 days of the original date.

6. Refunds

Refunds are processed back to your original payment method via HitPay. Depending on your bank, refunds may take 5-10 business days to appear. If you believe you are entitled to a refund and have not received one, please contact us.

7. Disputes

If there is a disagreement between a student and a tutor about a session, please contact us at hello@qx.schoolmgmtsys.com. We will review the situation and may mediate. Our decision on refunds in disputed cases is final.

8. Tutor obligations

Tutors agree to:

Attend sessions on time and prepared.
Provide a safe and respectful learning environment.
Communicate promptly if they need to cancel or reschedule.

Repeated cancellations or no-shows by a tutor may result in removal from Lumo.