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Respuesta de Superprof SE

4 feb 2026

Hi Jonas,

Thank you for the review. I’m sorry to hear that the first free lesson tutors need to offer feels like a strain.

The free first lesson is intended as a way for students to get to know a teacher before committing, and vice versa. That said, the content and length of trial lessons are entirely up to you. Many teachers choose to keep the first lesson shorter and more introductory (30 minutes), to avoid investing too much unpaid time.

We appreciate the effort you put into your teaching and if you see more value in not offering a free first lesson, tutors are always welcome to subscribe to the Premium Pass.

Best regards,

Respuesta de Superprof SE

4 feb 2026

Hi Connor,

I’m truly sorry to read about your experience and understand why this situation felt upsetting and frustrating. That’s never the impression we want to leave.

As we mentioned in our email to you on the 20th of January, we wanted to make things right and therefore offered you a refund. We hope this gesture showed our willingness to handle the matter fairly and in good faith.

The Student Pass is a recurring subscription, and while information was sent at signup and before the first renewal, as a reminder, we fully understand that this was not clear enough in your case. For that, we sincerely apologize.

Thank you for taking the time to share your feedback. It’s important to us and helps us improve how we communicate with our users.

Best regards,

Respuesta de Superprof SE

4 feb 2026

Hi Morgan,

I’m really sorry to read about how distressing this experience was for you. What you describe, being put in a difficult financial situation, is absolutely not something we ever want anyone to go through.

I want to take a moment to clarify what happened, in case there is any lingering doubt or confusion.

The amount you saw was not a completed charge, but a temporary, pending charge created when a lesson request was sent by you. When that lesson request was declined, the system automatically releases the hold, so the funds return to your account.

That said, we understand that even a temporary hold can cause serious stress. Because of this, I personally contacted our finance team and asked them to expedite the cancellation of the pending charge, which they did.

No lesson was held, and no money was taken permanently.

I’m also very sorry that you felt unsupported while waiting for a reply. Your feedback regarding response times and communication has been noted and we'll take the feedback onboard.

Again, I sincerely apologize for the worry and hardship this situation caused you. Thank you for sharing your experience — it helps us improve and do better.

Best regards,

Respuesta de Superprof SE

26 may 2026

Hej,

Tack för din feedback och för att du delar med dig av din upplevelse.

Vi är ledsna att höra att din upplevelse inte motsvarade dina förväntningar. Vårt mål är att det ska vara enkelt att komma i kontakt med tillgängliga och engagerade lärare, och vi förstår att det blir frustrerande när svar uteblir eller när man inte hittar rätt matchning.

Elevpasset (prenumerationen på 499 kr) ger tillgång till plattformen och möjligheten att kontakta obegränsat antal lärare under abonnemangsperioden.

Om du vill är du välkommen att kontakta oss direkt så kan vi gärna hjälpa dig att hitta alternativ som passar bättre för dina behov.

Vi tittar jättegärna närmare på ditt ärende, så återkom gärna till oss på hej@superprof.com. Vi vill alltid försöka hitta en rättvis lösning.

Vänliga hälsningar,
Superprof-teamet