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Frequently Asked Questions
Why should I trust UrbanPro with this payment?
UrbanPro is committed to providing a safe and secure payment experience to all learners. Every payment that you send via UrbanPro SecurePay gets deposited in a secure escrow account, out of which, Tutors will get paid only for the classes that they complete on UrbanPro.
What if the Tutor doesn’t finish all classes as promised?
For any class that a Tutor either refuses to take or is unable to take due to personal or medical reasons, any amount charged for that class will be refunded to the student, no questions asked. However, UrbanPro will recommend suitable tutors who can complete the remaining classes for the student. In such cases, the balance amount will be adjusted against the payment required for the new tutor.
What if I decide to discontinue the course?
For any course, a student is eligible for refunds only if the tutor is unavailable or unable to take the promised number of classes. Once payment has been made, however, it is the student’s responsibility to complete the required number of classes within a time frame discussed with the tutor. If you fail to complete the agreed number of classes/course following a mutually agreed timetable within 3 months from the date of last payment made through the Platform OR 3 months from the date of last class conducted by the Provider on the Platform (whichever is later), neither the Provider nor the Company shall be liable to deliver the classes to you. In such cases any fees remaining in balance will be considered as forfeited by you to the Platform.
What if I am not happy with the tutor?
In this case, UrbanPro will recommend suitable tutors who can complete the remaining classes for the student. In such cases, the balance amount will be adjusted against the payment required for the new tutor.
What if UrbanPro is not able to provide a replacement tutor?
In case the Platform is unable to find a replacement tutor for a given requirement within 7 days of raising such a request, you will be given 2 options:
Use 100% of the ‘pending fees’ by using the amount to pay any other replacement tutor for any other requirement in any category of your choice within 90 days of making the payment.
OR
Get a 30-day refund after paying a cancellation fee: Out of the ‘total collected fees’ 25% or Rs 1200 (whichever is higher) will get charged to you as ‘Cancellation Fee’ for your requirement. Please note that no refunds can be processed after 30 days of making the payment OR 30 days after the last class conducted by the Provider, whichever is later.
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