Raising a problem

How to raise it

You can report a problem in two places:

• On a tutor’s profile — the “Report a problem” option on any tutor page.
• Inside a conversation — the “Report” option on a message thread.

You’ll be asked to pick a category — safety, conduct, payment, or something else — and to describe what happened.

Reports can be filed by students and parents. If you’re a parent with a confirmed link to your child’s account, you can report a conversation you can read, even though you can’t send messages in it.

You can also email us at support@upmarktutoring.com, and a person will read it. It’s worth knowing that emailing us is not quite the same thing: the form creates a tracked report that is recorded, categorised and sent to every administrator, and an email doesn’t. Use the form where you can.

A problem with a lesson itself — your tutor didn’t turn up, it was cut short, you couldn’t get in, or it wasn’t what was advertised — is reported on the lesson. You have 48 hours after a lesson to report a problem with it. A safety concern can be reported at any time.

What happens next

Your report is recorded and every UpMark administrator is notified immediately, in the app and by email. An administrator reads it and decides what to do.

Reports about safety are treated as the highest priority and are marked as such the moment they arrive.

A report is new, then in progress, then resolved.

What we can do about it

Depending on what we find, an administrator can:

• cancel a lesson and refund you in full — a refund an administrator orders is always the full amount you paid; a cancellation you make yourself is refunded at the rate set out in our terms;
• pause a tutor’s account, which stops new bookings and freezes messaging in both directions while we look into it;
• remove a tutor from UpMark permanently — every booking that hasn’t happened yet is cancelled and refunded; one that already has is held for review;
• close the report with a note explaining the outcome.

Every one of those actions is written to an internal log that cannot be edited or deleted, including who took it and when.

What we don't do

We’d rather tell you this up front than have you expect it.

• We don’t reverse a payment that has already been released to a tutor. Once the tutor’s share has gone out — on your confirmation, or automatically after the release period in our terms — we can’t pull it back. If that has happened and you think it shouldn’t have, tell us — we’ll look at it, but we may not be able to undo it.
• We don’t operate a formal appeals process. If you disagree with an outcome, reply and an administrator will look again, but there’s no separate panel.
• We’re a small team. Reports are read by an UpMark administrator, not by a dedicated disputes department.

Your card issuer

Paying by card, you also have whatever rights your bank or card issuer gives you, including raising a dispute with them directly. Doing that doesn’t stop you raising it with us as well, and it’s usually faster to start with us.

Related

Cancellations, refunds and the platform fee are set out in our Terms of service. How we handle your information is in our Privacy policy. Common questions are answered in the Help centre.