I signed up to Superprof believing the £39 payment was for tutoring sessions. The checkout wording strongly suggested this, especially phrases like “your card is debited only if the tutor accepts your request” and “first lesson is free”. In context, that reads as though the payment is connected to lessons, not a separate platform subscription.
Only after being charged did I discover that the fee is actually a “Student Pass” membership that simply allows you to contact tutors. No tutoring time is included. This was not clearly explained during the sign up process, and after some research I found many other users have made the same mistake.
When I raised this with support, they were polite but relied entirely on their Terms and Conditions, help centre pages and confirmation emails sent after payment. Their position was that because I received a tutor’s contact details, the service had been “used”, so no refund was possible. The only resolution offered was a free extension of the same subscription, which does not address the unclear sign up wording.
I also noticed a clear pattern in the reviews. There seem to be many positive reviews from tutors, while a large number of negative reviews from students describe the same confusion about the Student Pass. The imbalance in numbers does not add up. It gives the impression that tutors may be encouraged to leave positive feedback, or that the platform experience is heavily weighted in their favour while students face unexpected charges.
I expect companies to make charges obvious at the point of purchase, not buried in legal terms or explained only afterwards. Based on my experience, the payment flow is unclear and the response to complaints focuses on defending the process rather than resolving genuine confusion.
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