Client FAQs

I can’t find a particular subject on the resources panel. Why?

We are constantly adding new subjects and resources to our panel. Please message us directly at help@thetutorsnetwork.com and we will endeavour to add these subjects to the list.

I’ve seen GoCardless on my bank statement. What is this?

GoCardless process Direct Debit payments via our app, for your tutor, on their behalf.

How do I obtain a refund for a payment I’ve been wrongly charged?

If you require a refund for a payment you’ve been charged, you would need to get in touch with your tutor directly to organise this with them. For security, Apptitude is unable to issue refunds at the request of parents or clients. Remember, you are protected by the Direct Debit Guarantee so your money is safe.

My tutor has moved on, can I remove them?

Yes, you can remove the tutor from your portal. First, cancel the direct debit linked to them in your portal. You will then be able to remove the tutor entirely.

Can I cancel a lesson from my portal?

Yes, you can cancel a lesson via your portal, and your tutor will be notified. Please note that your tutor has a specific cancellation policy which you agreed to on connecting with them. Every time you try and cancel a lesson through the portal, you will be warned, if outside the cancellation policy of the tutor, that you may be charged. If the cancellation is unavoidable, please contact the tutor directly - they may decide to simply delete the lesson so you are not charged. This is always at the discretion of the tutor.

Can I change my bank details?

To change the bank to which the mandate is linked to, you need to call GoCardless directly on 020 8338 9540. For security purposes, we can’t do this ourselves.

Can I change my email address?

Yes. You can update your email address in the My Account section of your portal. This will update the email address that the tutor holds for you in their app.

How long does it take to process my payment?

Due to the nature of the Direct Debit scheme, payments are charged three working days after they are created in the GoCardless system. You will receive an email with notification of an upcoming payment when the tutor requests it. Your payment will be paid out to the tutor two working days after the charge date.

My payment failed. What should I do?

99% of payment failures are due to insufficient funds in your chosen account. Please add funds to your account and inform your tutor you have done so. If your payment has failed, the collection will be retried by the tutor you’re paying (providing your Direct Debit mandate is still active). Please get in touch with the tutor directly to request this if this remains unpaid. You will receive a notification email whenever a payment is retried.

What will I see on my bank statement when my tutor bills me?

You will see your tutor’s reference on your bank statement, with a reference to "GoCardless".

There is a suspicious charge from my tutor, what should I do?

If there is suspicious activity from your tutor, try and speak with them immediately. If you can’t get hold of them and suspect their actions to be sinister or fraudulent, we recommend you simply cancel your direct debit mandate via your portal. You can also cancel your direct debit via your bank for added security.

My tutor has taken payment for work that never happened. What can I do?

If a payment has been collected from your bank account that you didn’t authorise please don't panic! You are fully protected within Direct Debit scheme regulations and will be able to receive a full refund via your bank. Firstly, check with your tutor that this is a genuine mistake. As a customer you are afforded the right to obtain a refund for a Direct Debit payment collected from your account in error via your bank. Once it is established that an error has occurred, your bank will return those funds on the same working day. Please note that we are unable to claim a refund on your behalf as this must be done by the account holder. Please do inform us if a payment has been collected from you in error so that our accounts team can investigate further.

Is GoCardless secure?

Security is of utmost importance at The Tutors Network and GoCardless. We take steps to ensure customer data remains safe at all times. Access to the Direct Debit system is provided by some of Europe's major banks, who have approved GoCardless' systems. All customer data is treated in accordance with European data protection laws, including the General Data Protection Regulation (GDPR). All client-server communication is 256-bit SSL encrypted. The banking system requires just 128-bit. They are ISO27001-certified and regularly perform internal and external security audits on all our systems and processes. They will never share any data we collect from you with third parties for their own unrelated purposes, except as specifically needed to process your payments. GoCardless are authorised by the Financial Conduct Authority to provide payment services as an Authorised Payment Institution. They serve more businesses than any other Direct Debit provider. All money collected is held in a secure client monies account with either the Royal Bank of Scotland, Barclays Bank or SEB before being paid out to the merchant you're paying. You can view their full privacy notice here

Is The Tutors Network secure?

All data stored on our app and servers complies with GDPR. Please see our T&Cs and Privacy Policy for more information. By using an FCA authorised payment provider - GoCardless - to collect direct debits, you are fully protected by the Direct Debit Guarantee . This entitles you to a full and immediate refund of any payments taken from your account in error.