UpstartPrep / Legal

Terms ofService

These terms explain how UpstartPrep tutoring, diagnostics, reports, websites, and payments work. The cancellation and refund policy below is part of these terms and applies to private tutoring purchased directly from UpstartPrep.

Effective date

July 18, 2026

Cancel on time

Give 24 hours of notice and the full time returns to the student’s balance.

Unused hours

Refundable at the actual hourly rate paid, with no retroactive repricing.

No hidden deductions

No enrollment, administration, payment-processing, or refund fee is taken from the refund.

What these terms cover

These terms apply when you visit UpstartPrep, create an account, complete a diagnostic, receive a Pattern Analysis Report, book a consultation, purchase private tutoring, or use a related UpstartPrep service. A separate written agreement may apply to a school, group program, scholarship, or future membership.

A parent or legal guardian must approve paid tutoring for a minor and is responsible for payment, scheduling, and refund decisions. The purchaser agrees to provide accurate contact, student, and payment information.

Pricing, purchases, and what is included

Current private tutoring prices appear on the pricing page. Applicable tax is shown before payment. Checkout is hosted by Stripe, which processes the payment and sends the receipt.

The free Pattern Analysis Report does not require a tutoring purchase and is never treated as a paid hour or refund deduction.
Purchased tutoring includes the planning, assigned practice, session notes, program coordination, and progress review described with the selected plan.
Tutor-led proctoring, scoring, live debriefing, or another scheduled teaching task uses purchased tutoring time when the family asks for it.
The purchaser is responsible only for the total shown before payment, including any applicable tax. We do not add an enrollment fee afterward.

Scheduling and purchased hours

Sessions are confirmed through the scheduling channel provided by UpstartPrep. A requested time is not reserved until it is confirmed. Families should arrive on time with the assigned work, required device, and a stable connection for online sessions.

Purchased hours should be scheduled within 18 months. We send a reminder at least 30 days before that window ends when we have a current email address. A family may ask for a reasonable extension or a refund of the unused balance. We do not keep payment for unused tutoring solely because the scheduling window ended.

Cancellation and refund policy

Cancelling or rescheduling a session

Cancel or reschedule at least 24 hours before the scheduled start time and the full tutoring time returns to the student’s balance.
A cancellation made less than 24 hours before the scheduled start time normally uses the scheduled tutoring time because the tutor reserved that time for the student.
We restore the first late-cancelled hour for each student once as a courtesy. We also review documented illness, family emergencies, severe weather, and safety disruptions fairly.
A student who is 15 minutes late and cannot be reached may be marked as a no-show. A session that starts late because of the student still ends at its scheduled time.
If UpstartPrep or the tutor cancels, the time returns to the student’s balance. The family may reschedule or request a refund for that time.

Refunding a tutoring purchase

Before the first paid tutoring session, the purchaser may request a full refund of the tutoring purchase.
After tutoring begins, the refundable amount is the number of unused hours multiplied by the actual hourly rate paid for those hours.
We do not raise the price of completed hours when a family asks for a refund. We do not subtract enrollment, administration, payment-processing, or refund fees.
Completed sessions, additional late cancellations, and no-shows are treated as used time unless this policy or a written exception restores the time.
Any applicable tax tied to refunded tutoring is refunded as required. The free Pattern Analysis Report remains free and is never deducted from a refund.
Approved refunds return to the original payment method whenever possible. Most appear within 5 to 10 business days after approval, although the bank or wallet provider may need additional time.

How to request a change or refund

Use the Manage Tutoring page and enter the purchaser’s email address.
Include the student’s name, the purchase receipt or payment email, and whether you want a reschedule, account credit, or refund.
You receive a case number immediately. We then confirm the hours used, the hours remaining, the refund calculation, and the expected timing in writing.

Open Manage Tutoring

Tutor changes and service issues

If an UpstartPrep platform, tutor, or company issue prevents 15 minutes or more of a session, the affected time returns to the student’s balance. The family may reschedule it or request a refund for it.
If a student-side connection problem interrupts a session, the tutor will make a reasonable attempt to reconnect and use the remaining time. The one-time courtesy cancellation may be used when the session cannot continue.
If a tutor is not a good fit, contact us. We will review the record, arrange a change when practical, and refund any unused balance if the family does not want to continue.

Student conduct and safety

Students, families, tutors, and staff must communicate respectfully and use the service for lawful educational purposes. Harassment, threats, discrimination, cheating, account sharing, unauthorized recording, or attempts to compromise the service are not allowed.

We may pause a session or account when needed to protect a student, tutor, staff member, or the service. If UpstartPrep ends paid service for a reason other than serious misconduct, unused tutoring remains refundable under this policy. If serious misconduct caused documented loss, we will provide the purchaser a written calculation of any amount withheld where law permits.

Educational results and decisions

Diagnostics, reports, tutoring, practice plans, score estimates, and recommendations are educational services. They do not guarantee a score increase, admission, scholarship, placement, or result on a future exam. Student effort, attendance, prior preparation, testing conditions, and school or testing-organization decisions all affect results.

UpstartPrep is independent from the organizations that own or administer the exams referenced on the site. Families remain responsible for official registration, deadlines, identification, accommodations, and test-day rules.

Accounts and content use

UpstartPrep owns or licenses the site, diagnostics, reports, lesson materials, graphics, software, and teaching resources. Families may use materials provided to them for the student’s own learning. They may not resell, publish, scrape, copy in bulk, share private access links, or use the materials to train a competing product without written permission.

Keep account credentials and private report links secure. Tell us promptly if you believe someone else accessed them. Our Privacy Policy explains how personal information is handled.

Changes, legal rights, and disagreements

We may update these terms when services, prices, or legal requirements change. A material change applies going forward and will not reduce a refund right that already applied to a purchase. The current effective date appears at the top of this page.

Tennessee law governs these terms where it may lawfully do so. Nothing in these terms removes a consumer right that cannot be waived under the law that applies to you. Before starting a formal dispute, please contact us with the receipt and the resolution you want so we can review the complete record and respond in writing.

Contact us

Tutoring changes and refund requests can be submitted through Manage Tutoring. General questions can be sent to hello@upstartlearn.com. You may also call (865) 234-4463. We answer from Knoxville, Tennessee, United States.