Manage Superprof

How to cancel your superprof student pass and reclaim your money

What you need to know about superprof

Superprof is an online tutoring marketplace that connects you with private tutors across academic, creative and practical subjects. If you're a student looking to book lessons, you'll need a Student Pass to message and contact tutors listed on the platform.

The Student Pass works as a monthly subscription billed at A$69 per month on a 30-day renewal cycle. Your pass remains active for the full 30 days you've paid for, even after you submit a cancellation request. This means understanding your cancellation rights and timeline is critical before you commit to the service.

How the student pass billing cycle works

Your subscription renews automatically every 30 days unless you cancel beforehand. Superprof's terms confirm that cancellation takes effect at the end of your current billing period, not immediately. This is a key detail: you don't get an instant refund when you request cancellation, but you do keep access to your pass until the 30 days you've already paid for expires.

Refund and protection policies explained

Superprof's standard position is that once a tutor accepts your lesson request and releases personal contact details to you, your Student Pass is not refundable under normal circumstances. However, refunds may be considered if no lessons have taken place and the tutor failed to deliver the service promised. Superprof may ask you for proof before processing any refund.

Your rights under australian consumer law

As an Australian consumer, you have statutory protections that go beyond Superprof's terms and conditions. Understanding these rights is your best leverage if the company refuses a legitimate cancellation or refund request.

Australian consumer law protections

The Australian Consumer Law (part of the Competition and Consumer Act 2010) guarantees that services must be provided with due care and skill, and that goods and services must be fit for purpose. If Superprof fails to deliver lessons as promised, or if tutors are not matched to your needs, you may have grounds for a refund or compensation regardless of what the fine print says.

Under the Australian Consumer Law, you also have cooling-off rights in certain circumstances. If you signed up for the Student Pass and realised within a reasonable timeframe that you didn't want the service, or if the terms were not clearly disclosed at purchase, you can request cancellation on consumer protection grounds.

When to escalate to the ACCC

If Superprof refuses your cancellation request or ignores repeated complaints, you can lodge a formal complaint with the Australian Competition and Consumer Commission (ACCC). The ACCC investigates unfair contract terms, misleading billing practices and consumer protection breaches. Document everything you send to Superprof, including dates, times and the content of your requests.

Methods for cancelling your superprof student pass

Superprof offers two main ways to cancel: via your account dashboard or in writing by post. Stopee recommends starting with the dashboard method as it's faster, but the written method creates a stronger paper trail if you need to dispute a charge later.

Dashboard cancellation method

The quickest way to cancel is through your Superprof account. Log in and navigate to your account settings, find the Premium or Student Pass section, and select the option to cancel your subscription. This method gives you immediate confirmation, though you should take a screenshot of the cancellation confirmation page for your records.

Written cancellation by post

For a stronger legal record, you can cancel in writing by post. This method creates proof of dispatch and a clear audit trail if there are billing disputes later. Write a letter to Superprof's registered address, include your account details, state clearly that you wish to cancel your Student Pass subscription, and keep a copy for yourself. Allow time for postal delivery before your next billing date.

Step-by-step: how to cancel superprof

Follow these steps to ensure your cancellation is processed correctly and recorded properly.

Via the superprof dashboard

1. Log into your Superprof account using your email and password
   • If you've forgotten your password, use the "Forgot password" link on the login page
2. Click on your profile icon or account menu, usually located in the top-right corner
   • Look for "Account settings" or "My account"
3. Find the section labelled "Premium", "Student Pass" or "Subscription"
4. Locate the "Cancel subscription" or "Cancel Student Pass" button and click it
5. Read the confirmation message carefully and confirm your cancellation choice
   • Superprof may offer a discount to keep you as a customer; ignore this unless you genuinely want to stay
6. Take a screenshot of the confirmation page showing the cancellation was successful
   • Include the date, time and confirmation number if shown
7. Save the confirmation email that Superprof sends to you after cancellation

Via written cancellation by post

1. Gather your account details: your username, email address and Student Pass purchase date
2. Write a clear letter addressed to Superprof's registered business address
   • Keep the letter brief and factual
   • Example opening: "I wish to cancel my Superprof Student Pass subscription effective immediately"
3. Include your full account details and the date of your cancellation request
   • State exactly: "Please cancel my subscription and confirm this in writing"
4. Make two copies: one to send and one to keep for your records
5. Send the letter via registered post or a tracked mail service so you have proof of delivery
   • Keep the tracking number and receipt
6. Allow 5-7 working days for postal delivery to Superprof's office
7. Follow up with a phone call or email to confirm receipt of your letter if you don't hear back within 10 days

What happens after you cancel

Cancellation doesn't mean your access ends immediately. Here's what you should expect in the days and weeks after you request cancellation.

Your remaining access and final billing date

After you cancel, your Student Pass remains active until the end of the 30-day billing period you've already paid for. This means if you cancel on day 15 of a 30-day cycle, you'll have access to message and contact tutors for another 15 days. Your account will not renew after that period ends, and you won't be charged again.

Warning: Watch your bank or credit card statement carefully in the days following your cancellation request. If Superprof charges you again after the paid period ends, contact your bank immediately and dispute the charge as unauthorized. This is a common issue that Stopee has seen consumers report, and your bank can reverse the charge while you dispute it with Superprof.

Cancellation confirmation and follow-up

After cancelling via the dashboard, you'll see a confirmation message on screen and receive a confirmation email. If you cancelled by post, Superprof should send you a written confirmation. If you don't receive confirmation within 10 business days, email Superprof's support team with your cancellation request letter and proof of posting.

Refunds and what you can claim back

Your refund eligibility depends on whether you've started lessons and the state of your account when you cancel. Stopee recommends understanding these rules before disputing a charge.

When superprof will refund your money

Superprof will refund your Student Pass fee if:

• You cancel before any tutor has accepted a lesson request from you
• A tutor accepted your lesson request but you have not yet received any lessons or contact
• A tutor failed to deliver lessons as promised and you have proof (screenshots of messages, scheduled times that were missed)
• You cancelled during the Australian Consumer Law cooling-off period and the service was not clearly disclosed at purchase

When superprof will not refund

Once a tutor has accepted your lesson request and released contact details, Superprof typically treats the service as "engaged" and will not refund the full pass. The logic is that you've now had access to a tutor. However, if the tutor then fails to deliver lessons or breaches your agreement, you may still be entitled to a partial refund under Australian Consumer Law.

How to request a refund from superprof

Email Superprof's support team at the address provided on their website or in your account settings. Explain clearly why you believe you're entitled to a refund:

• State the date you purchased the Student Pass and the amount charged (A$69)
• Explain your situation: whether a tutor accepted your request, whether lessons were scheduled or completed, and whether the service met the promised standard
• Attach screenshots of relevant messages, payment confirmations or tutor profiles
• Request a full or partial refund with a specific reason tied to consumer law rights

Pro tip: If Superprof refuses your refund request, don't argue directly. Instead, submit a formal complaint to the ACCC citing breach of Australian Consumer Law. The ACCC's involvement often prompts faster resolution than repeated customer service emails.

Common cancellation mistakes to avoid

Many consumers cancel Superprof but then face unexpected charges because they missed a critical step or misunderstood the billing cycle. Take a moment to protect yourself.

Mistake 1: assuming cancellation is instant

You cancel and expect no more charges. But Superprof doesn't refund the current 30-day period even if you cancel on day 1. Your subscription continues until the full 30 days expires. Mark your calendar for the last day of your current billing period so you can confirm no charge appears on your next statement.

Mistake 2: cancelling via email only and not keeping proof

If you email Superprof asking them to cancel but don't receive a written confirmation, you have no proof that they received your request. Always cancel via the dashboard if possible, or use registered post and keep the tracking number. Stopee has helped thousands of consumers recover unauthorised charges because they had clear proof of a cancellation request.

Mistake 3: ignoring post-cancellation charges

After your paid period ends, watch your bank statement for 7-10 days. If a charge appears after the billing period should have concluded, contact your bank immediately and dispute it. Don't wait or assume it will be resolved. Your bank can reverse the charge while you investigate.

Mistake 4: not documenting tutor failures

If you want to claim a refund because a tutor didn't deliver, screenshot every relevant message, note the dates and times lessons were scheduled (and missed), and record any promises made by the tutor. Without this evidence, Superprof will likely deny your refund claim.

Documentation you must keep

Build a file now so you have everything if a dispute arises later. Stopee recommends keeping these documents for at least 12 months after cancellation.

Real user experiences and reviews

What are actual Superprof customers saying about cancellation and billing? Here's what Stopee has found in public reviews and consumer forums.

Common complaints about billing and cancellation

Several customers report being charged monthly without clear notice that billing would recur. Others describe difficulty cancelling once a tutor had accepted their lesson request, with Superprof citing contractual limits on refunds. A recurring theme is surprise charges appearing after customers believed they'd cancelled.

On the positive side, some users report that when they disputed charges through their bank or credit card provider, the payment processor sided with them and reversed the charge. This suggests that consumer protections exist even when Superprof initially refuses a refund.

When customers successfully cancelled and got refunds

Success stories typically involve customers who acted quickly: cancelling before any tutor accepted their lesson request, or who had clear evidence that a tutor failed to deliver. Customers who kept detailed records of their cancellation requests and complaints were also more likely to succeed in getting refunds when they escalated to payment processors or the ACCC.

Key takeaways and final steps

Cancelling Superprof is straightforward if you follow the right process. The dashboard method is fastest, but a written record is stronger if disputes arise later. Remember that your Student Pass remains active until the current 30-day period expires, even after cancellation.

Your Australian Consumer Law rights protect you beyond Superprof's terms. If a tutor fails to deliver as promised, or if renewal terms were not clearly disclosed, you can request a refund or escalate to the ACCC. Document everything from the start: keep payment receipts, screenshots of cancellation confirmations, and records of all communication with Superprof.

If you encounter billing issues, contact your bank immediately. Don't accept an unauthorised charge as final. Stopee has helped thousands of consumers successfully reclaim money from subscription services by acting quickly and providing clear documentation of their cancellation requests.

Ready to take action? Cancel your Student Pass today via the dashboard, take a screenshot of the confirmation, and monitor your next bank statement. If Superprof charges you after your paid period ends, dispute it with your bank and lodge a complaint with the ACCC. Stopee is here to support you with every step of the process.

Contact information for superprof

For cancellation inquiries or refund disputes, contact Superprof directly:

• Email support: Check your account settings or the Superprof website for the current support email address
• Website: Visit Superprof's website and navigate to "Help" or "Contact us" for the most current details
• Escalation: If Superprof does not respond within 10 business days or refuses your legitimate cancellation request, lodge a complaint with the ACCC at accc.gov.au

Keep all correspondence and reference numbers. Stopee recommends using email for all cancellation requests so you have a clear written record. If Superprof refuses to honour your rights as an Australian consumer, the ACCC can investigate and take action on your behalf.