1. Company Information

TutorMate is a professional online and in-person tutorial platform operated by TutorMate Ltd., registered at 167-169 Great Portland Street, London, England, W1W 5PF. By using TutorMate, you become part of a trusted learning network where students and tutors connect for
high-quality education.

2. Service Availability

TutorMate operates during standard business hours (Monday to Friday) and also offers flexible scheduling to accommodate learners, including mornings, evenings, and weekends. We continuously update our platform to enhance the user experience and maintain a safe and effective
learning environment.

3. Our Commitment to Learning

TutorMate is dedicated to creating an inclusive and secure educational space. Our platform offers:
3.1 Students access to expert tutors for personalized learning.
3.2 Tutors the ability to manage bookings, receive secure payments, and build their teaching profiles.
3.3 A Safe & Supportive Community that upholds professionalism, respect, and integrity.
To ensure a positive experience, all users are expected to:
3.4 Communicate professionally and respectfully.
3.5 Provide accurate information and be honest in all interactions.
3.6 Honor commitments by attending scheduled lessons and notifying others of any changes.
Together, we build a trusted and effective learning environment.

4. How TutorMate Works

TutorMate serves as a facilitator that connects students with independent tutors for one-on-one lessons, either online or in person.
4.1 Tutors create detailed profiles showcasing their skills, experience, and availability.
4.2 Students select tutors based on subject needs and scheduling preferences.
4.3 Lessons are scheduled during standard or flexible hours to suit student needs.
4.4 Secure payments and transactions are processed through the platform.
TutorMate does not employ tutors directly. Students should verify tutor credentials before booking.

5. Tutor Responsibilities

Independent Contractors: Tutors are independent contractors, not employees of TutorMate, and are solely responsible for their actions both on and off the platform.
Age and Legal Authorization: Tutors must be at least 18 years old and legally authorized to work in the UK on a self-employed basis, with the appropriate immigration status if applicable.
Accuracy of Information: Tutors must ensure the accuracy of their personal information on the platform and update it promptly.
Criminal Convictions: Tutors must disclose any criminal convictions or cautions to TutorMate, including those received after registration and while registered.
Background Check: Tutors must maintain Background Checked Status with a badge on their profile and provide evidence of this status upon request.
Fees: Tutors are responsible for their own fees, which must reflect what they charge outside the platform and must not undercut TutorMate.
Ranking: Tutors are ranked based on profile data, student ratings, and lesson count. Positive feedback, prompt communication, repeat bookings, and more lessons increase visibility. TutorMate reserves the right to adjust ranking methods.
Timely Bookings and Communication: Tutors must make timely bookings and respond promptly to messages from TutorMate and students.
Platform Booking: Tutors must make bookings for all meetings via the platform and refrain from soliciting or bypassing TutorMate during or within six months of any booking.
Booking Instructions: Tutors must only create bookings as instructed by students. Failure to deliver may require a refund to the student.
Contact and Arrival: Tutors must make reasonable efforts to contact students and allow 15 minutes from the scheduled lesson time for the student to arrive. Failure to do so may require a refund of the tutor fee.
Coursework and Assignments: Tutors must not complete coursework or assignments on behalf of students.
Communication via Platform: Tutors must ensure all communications related to bookings and lessons take place via the platform.
Equipment for Online Classroom: Tutors are responsible for ensuring they have the necessary equipment to access the Online Classroom and must refund any fees if unable to access it (except when caused by TutorMate).
Timeliness: Tutors must be on time for lessons and ensure the student is aware of any delay. Failure to do so may result in a refund to the student.
Guardian Consent for Minors: Tutors must ensure that students under 18 are accompanied by a parent or legal guardian who provides consent for the tuition.
Recording Acknowledgment: Users acknowledge that all lessons may be recorded and agree to the storage and use of recordings by TutorMate.
Sharing of Recordings: Tutors acknowledge that these recordings may be shared with students.
Safe Working Environment and Insurance: Tutors must maintain a safe working environment and are responsible for maintaining their own insurance.
Failure to Comply: Tutors who fail to comply with these terms may be banned from the platform, with bookings canceled.
Indemnification: Tutors indemnify TutorMate against any claims or liabilities arising from their use of the platform, including costs or expenses.

Tutors must adhere to TutorMate’s Code of Conduct & Safeguarding Policies (Section 12).

6. Student Responsibilities

Age Requirements: Students must be at least 18 years old or have parental/guardian consent. Vulnerable students (e.g., minors and individuals with disabilities) must be accompanied by an adult when required.
Account Accuracy: Students must keep their account details accurate and up-to-date.
Cancellations: Students can cancel any class without a fee if more than 72 hours’ notice is provided.
Direct Agreement with Tutor: Once a booking is confirmed, students enter into a direct agreement with the tutor for the class. TutorMate is not responsible for the tutor’s delivery of sessions.
No Partial Refunds for Missed Sessions: No refunds will be given for missed sessions if the student cannot attend.
Online Classroom Access: Students must ensure they have the necessary equipment to access the Online Classroom. No refunds will be issued if access is not possible, except if caused by TutorMate’s failure to meet obligations.
Refunds at TutorMate’s Discretion: Refunds are subject to TutorMate’s discretion.
Recording Consent: Students acknowledge and consent to all classes being recorded, with TutorMate storing and using these recordings.
Payments through TutorMate: Students must make payments for lessons through TutorMate; off platform payments are prohibited.
By using TutorMate, students agree to interact respectfully and professionally with tutors and adhere to the Code of Conduct (Section 12).

7. Payments & Secure Transactions

All payments are processed securely through Stripe.
1. The lesson fee (Tutor Fee + Service Fee, including taxes) is clearly displayed before booking.
2. Payments are charged 24 hours after a lesson, or immediately if a lesson is canceled within 24 hours.
3. For online lessons, the full fee applies if the tutor is present for at least 15 minutes.
4. Refunds are processed according to TutorMate’s fair refund policy.
Payment Security: All payments must be made through TutorMate. We are not responsible for payments made outside the platform.

8. Scheduling, Cancellations & Refunds

8.1 Lessons are conducted via a secure, integrated video platform or at an agreed in-person location.
8.2 Lessons must be booked at least 24 hours in advance via email or text.
8.3 Lessons are available during both standard business hours and flexible hours (mornings, evenings, and weekends).
8.4 Lesson durations range from 1 to 2 hours based on student needs.
8.5 If multiple lessons are booked, students must attend at least one per week, unless agreed otherwise.
8.6 Cancellations within 24 hours of a lesson are non-refundable.

9. Intellectual Property

9.1 All content provided by TutorMate, including course materials, logos, and platform features, is protected by intellectual property laws. Users may not copy, modify, or distribute such materials without express permission.
9.2 TutorMate reserves the right to investigate and take appropriate legal action against anyone who, at TutorMate’s sole discretion, violates this provision. This may include removing the offending content from the platform, suspending or terminating the violator’s account, and reporting
the issue to law enforcement authorities.
9.3 By uploading any images you have independently created to the TutorMate platform, you grant TutorMate permission to use those images for any purpose, including marketing and promotional activities, without restriction, prior notice, or compensation.

10. User Accounts

Users are responsible for maintaining the confidentiality of their account credentials and agree to notify TutorMate immediately in case of unauthorized access.

11. Termination
TutorMate reserves the right to suspend or terminate any user account for violations of the Terms & Conditions, with no obligation for refund.
12. Code of Conduct & Safeguarding Policies
12.1 Tutors must disclose criminal convictions to TutorMate, including those received after registration.
12.2 Tutors must maintain Background Checked Status and provide evidence upon request.
12.3 Tutors must make bookings via the platform and not bypass TutorMate during or within six months of a booking.
12.4 Tutors must ensure students under 18 have parental/guardian consent.
12.5 Tutors must maintain a safe working environment and insurance.
12.6 Tutors who fail to comply may be banned, and bookings canceled.

12.7 Expected Behaviour

✓ Communicate with respect and professionalism.
✓ Provide constructive and supportive feedback.
✓ Follow ethical learning practices (no plagiarism or cheating).

13. Missed Lessons and Complaints

A “Complaint” is any situation where a student requests a refund due to issues with the tutor’s service, such as a Missed Lesson (tutor did not attend the lesson) or a quality-related complaint.
13.1 Complaints must be submitted within 96 hours after the scheduled lesson time.
13.2 TutorMate will inform the tutor of the complaint within 72 hours and allow 48 hours for the tutor to dispute.
13.3 Refunds may be processed if the tutor fails to dispute the complaint within 48 hours.
13.4 If the student and tutor cannot reach an agreement, the student may pursue the issue directly with the tutor.
13.5. TutorMate may offer a goodwill payment to the student at its discretion.

14. Child Protection

TutorMate is committed to providing a safe and secure learning environment for children, ensuring the best possible service.
Parents or guardians of children under the age of 18 should not leave the child in the sole care of the tutor during lessons. All tutors must adhere to the Child Protection Policy set out by The Tutors’ Association, regardless of membership status, along with all relevant legislation and government guidelines. The Policy can be found here.
Any concerns regarding child protection should be immediately reported to TutorMate.

15. Strictly Prohibited Conduct

• Hate Speech & Discrimination – Any form of racism, sexism, or exclusionary behavior.
• Harassment & Bullying – Personal attacks, threats, or persistent intimidation.
• Sexually Explicit or Inappropriate Content – Any suggestive, violent, or offensive remarks.
• Academic Dishonesty – Plagiarism, cheating, or fraudulent activity.
• Unapproved Contact or Payment Requests – All communication and payments must remain on the platform.
• Violations may result in warnings, account suspension, or permanent removal. Illegal activity will be reported to law enforcement.

16. Background Checks and Compliance

As per UK law, an Enhanced DBS (Disclosure and Barring Service) check is required for individuals working with children or adults receiving healthcare or personal care. If you intend to teach such students on TutorMate, you must provide a valid DBS Certificate registered with the DBS Update Service.

TutorMate accepts DBS certificates issued within the last three years.

If you do not have a valid certificate, you must obtain a new one before tutoring these students. The application process typically takes up to one month, and our team is available to assist you if needed.
If you choose not to provide a DBS Certificate, you may continue teaching on the platform, but you will be restricted from tutoring students who require this safeguard.
By using TutorMate, you confirm your understanding of and agreement to these requirements where applicable.

17. Contact Information

• info@tutormate.co.uk
• 167-169 Great Portland Street, London, England, W1W 5PF, UK

By using TutorMate, you confirm acceptance of these Terms & Conditions, forming a binding legal agreement with TutorMate Ltd