Return and Refund Policy

Effective date: 20 October 2026
Contact: contact@tutruvio.com

This Return and Refund Policy explains when you can cancel a purchase and get your money back on tutruvio.com, operated by VIREXAP LTD, trading as Tutruvio (“Tutruvio”, “we”, “our” or “us”). It forms part of our Terms of Service. Nothing in this policy affects your statutory rights as a consumer.

1. Digital content only

Tutruvio sells digital products only: ready-made courses delivered as a ZIP of PDF lessons, and personalised PDF guides written by a seller for you. There are no physical products, so nothing needs to be returned by post. When a refund is issued, your access to the course is removed.

2. Your statutory right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel a contract for digital content within 14 days of the day you buy it.

Courses are made available immediately after payment. At checkout we ask you to give your express consent to immediate access and to acknowledge that your statutory right to cancel ends once you start downloading the course. If you have not yet started accessing the course, you can cancel within the 14 days for a full refund.

3. Our 14-day refund guarantee

In addition to your statutory rights, we voluntarily offer a refund if all of the following apply:

you request the refund within 14 days of purchase;
you have accessed less than 25% of the course content;
you have not downloaded the course materials in full.

Requests outside these conditions may still be considered case by case.

4. Personalised guides

A personalised guide is written for you by the seller from your answers to a short questionnaire, so it is a service rather than ready-made digital content. The delivery time, counted from when you submit the questionnaire, is shown on the guide’s page.

Before work starts. If you cancel before you submit the questionnaire, you receive a full refund.
While the guide is being written. At checkout you ask the seller to start straight away. If you cancel within 14 days of your order and before the guide is delivered, you receive a refund minus a proportionate amount for the work already done, based on how much of the guide had been prepared when you cancelled. We tell you the amount before the refund is made.
After delivery. Once the guide has been delivered in full, the right to cancel ends. If the guide does not reflect your questionnaire or is not as described, section 5 applies: the seller revises it or we refund you.
Late delivery. If the guide is not delivered within the stated time and you have not agreed a new date with the seller, you can cancel for a full refund.

To cancel, write to contact@tutruvio.com or message us from Account → Messages, quoting your order number.

5. Faulty courses and courses not as described

Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If a course is faulty or does not match its description, you are entitled to have it repaired or replaced and, if that is not possible or does not happen within a reasonable time and without significant inconvenience, to a price reduction or a refund. This right is not limited to 14 days.

6. How to request a refund

Email contact@tutruvio.com with:

your full name and the email address of your account;
the order number shown on your invoice;
the course title;
the reason for your request.

We will reply within 5 business days.

7. How refunds are paid

If your refund is approved, we will refund you without undue delay and in any event within 14 days of telling you that the refund has been approved. Refunds are made to the card you paid with, in the currency of the original payment. We do not charge any fee for refunds. Your bank may take 5–10 business days to show the refund on your statement, and we are not responsible for exchange-rate differences applied by your card issuer.

8. When the guarantee does not apply

Unless the course is faulty or not as described, the refund guarantee in section 3 does not apply if:

more than 14 days have passed since purchase;
you have accessed 25% or more of the course or downloaded it in full;
the request is based only on personal preference, for example teaching style or difficulty, after you have accessed a substantial part of the course;
the problem is caused by your own device, software or internet connection.

9. Courses that become unavailable

If a course you bought is permanently removed from Tutruvio, for example because the Seller’s account is closed, we will offer you either an equivalent replacement course or a refund in proportion to the access you have lost.

10. Unauthorised payments

If you believe a payment was made without your permission, contact us immediately at contact@tutruvio.com and contact your card issuer. If we confirm the payment was unauthorised, we will refund it in full.

11. Effect on Sellers

When a refund is issued, the corresponding Seller earnings are deducted from the Seller’s on-hold or available balance or, if already paid out, from future earnings, as described in our Terms of Service.

12. If you are not satisfied

If you disagree with our decision on a refund, reply to our email and your request will be reviewed by a different member of our team. If the issue is still not resolved, you may contact your card issuer or bring a claim in the courts of England and Wales (or your local courts in Scotland or Northern Ireland).

13. Changes to this policy

We may update this policy from time to time. The version in force when you made your purchase applies to that purchase.

14. Contact

VIREXAP LTD, company number 17298070
Unit 13 Roding House, Barking, United Kingdom, IG11 8NL
contact@tutruvio.com