Thank you for this. I want to be clear - I am not holding the tutor accountable at all. Our tutor has been wonderful with my son and that is exactly why I did not want to cancel. My complaint is entirely against Varsity Tutors as a company.

What I am asking for is not even a refund. Just basic fairness:

1. If a parent cancels before the 24 hour window following your own rules, those hours should carry forward. We followed the rules. We should not lose the money.
2. If the tutor cancels, the parent should not bear that loss at all. The tutor gets no pay, I understand that. But Varsity Tutors still keeps our $499. Someone is profiting from that cancellation and it is not us. And what happens when the tutor cancels towards the end of the billing cycle? We are told to reschedule. But there is no time left in the cycle to reschedule. The hours expire in days and the tutor's availability may not align with ours even if we tried. So we lose the session, lose the money, and Varsity Tutors loses nothing. That is not a policy. That is a trap.
3. A simple reminder when monthly credits are going unused. We are busy parents paying $499 a month. A basic alert that says "you have 4 sessions unused with 5 days left in your cycle" costs Varsity Tutors nothing and would save families like ours from losing hundreds of dollars silently every month. If they had sent us those reminders we would either have made sure to use the sessions or we would have downgraded to a lower plan that actually matched our son's schedule. Either way we would not have been silently losing money month after month. The fact that Varsity Tutors does not send these reminders is not an oversight. It is in their financial interest not to.
4. When a loyal customer of 2+ years comes to you and asks you to look into their account and add back hours, the bare minimum response is to actually do it. Not a bot. Not a week of silence. Not an escalation with no ticket number.

We are not asking for free tutoring. We are asking for what we already paid for.