Terms of Service

1. Who we are, and what this agreement is

TutorOnn is operated by Faraz Hassan, a sole proprietor based in Karachi, Pakistan. In these Terms, "we", "us" and "TutorOnn" mean that business, and "you" means the person using the platform.

You can reach us at support@tutoronn.com.

These Terms are a binding agreement between you and us. By creating an account, or by using the platform without one, you accept them. If you do not accept them, do not use TutorOnn.

These Terms should be read together with our Privacy Policy, which explains what information we hold about you and what we do with it.

2. What TutorOnn is, and what it is not

TutorOnn is a marketplace where students and parents find tutors, and tutors find students. We are an introduction service. We are not a party to anything that happens between you after that introduction.

2.1 What we do

• We host tutor profiles, and let students search and filter them.
• We let students and parents publish a request describing the tuition they need.
• We let tutors apply to those requests.
• We let students obtain a tutor's contact details, and let the two sides message each other through the platform.
• We sell platform credits, which are spent on the above.

2.2 What we do not do

This list is exhaustive and deliberate. None of the following exists on TutorOnn:

• We do not arrange, schedule, host or record lessons.
• We do not handle payment for tuition. Whatever a student pays a tutor is arranged and paid between them, outside TutorOnn.
• We do not take a commission, a booking fee or any percentage of what a tutor charges.
• We do not employ tutors, and tutors are not our agents or contractors.
• We do not guarantee that a tutor will respond, that a student will reply, that lessons will happen, or that anyone will be satisfied.
• We do not verify a tutor's qualifications, identity, criminal record or right to work. See section 8.
• We do not check a student's identity, or whether they pay the tutors they engage.

Once contact details are exchanged, the relationship is directly between the student or parent and the tutor. Any agreement about lessons, fees, times, cancellation or conduct is theirs, and we are not a party to it.

3. Eligibility and accounts

3.1 Tutors

You must be at least 18 years old to register as a tutor. This is enforced when you complete your tutor profile.

3.2 Students and parents

You must be 18 or over to hold an account on TutorOnn.

If the tuition is for someone under 18, a parent or legal guardian must hold the account and act on the child's behalf: publishing the request, choosing and contacting tutors, and receiving their replies. A child may not hold an account of their own.

When you register, we ask you to confirm that you are 18 or over. We keep the result of that confirmation and the date it was given. We do not ask for, or keep, an identity document for this purpose.

We never ask for a child's contact details, surname or full name, and we never pass them to a tutor. The contact details a tutor receives are always the account holder's. Please do not include your child's full name or contact details in a request.

If we have reason to believe an account is held by someone under 18, we may suspend it while we check, and we will close it if that is the case.

3.3 Your account

• You must give accurate information and keep it up to date.
• One person, one account. If you hold more than one, we may close all of them. You are responsible for everything done through your account.
• Keep your password to yourself. Tell us at once if you think someone else has access.
• You choose when you register whether the account is a student account or a tutor account.
• We may contact you on the telephone number you give us about your account, or about a request you have published.

3.4 Where we do not operate

TutorOnn is not available to users in Cuba, Iran, North Korea or Syria. Requests originating in those countries cannot be applied to, and credits cannot be spent in connection with them.

4. Credits

Everything paid for on TutorOnn is paid for in credits. Credits are a prepaid balance held in your account. This section is the most important part of these Terms, and we state each rule plainly.

4.1 What credits are

• Credits are a licence to use features of the platform. They are not money, not a deposit, not a stored-value instrument, and not a claim on us for anything other than the features they buy.
• Credits have no value outside TutorOnn.

4.2 Credits do not expire

Credits remain in your account indefinitely. We do not apply an expiry date, a dormancy rule or an inactivity charge. If we ever intend to introduce one, we will give notice and these Terms will be changed first.

4.3 Credits cannot be converted to money

Credits cannot be cashed out, withdrawn, transferred to another user, or refunded to the payment method you used to buy them. Once credits are in your account, they can be spent on TutorOnn and nowhere else.

This applies to every credit in your account, however it arrived: bought, returned to you automatically, received for a review, or credited by us.

The one way credits pass from one account to another is a paid review: 90% of what a student pays for a review goes into the tutor's account (5.6). The tutor can spend those credits on TutorOnn like any others, and cannot cash them out either.

4.4 Buying credits

• Credits are sold in fixed packages. Prices are shown in US dollars at the point of purchase.
• Student accounts may buy packages up to 10,000 credits. Tutor accounts may buy the larger packages.

Payment is by bank or money transfer. Which methods are available to you depends on the country on your profile. There is no card payment today.

• You tell us which package you want and give us your own transfer reference. Your payment is then pending.

Credits are added to your account only after we confirm your transfer by hand. This is not automatic, and we do not currently commit to a turnaround time. When we confirm a transfer, we record the amount we received, add the credits to your account and email you a receipt, normally with a PDF copy attached. You can also download the receipt from your wallet.

• The receipt shows the date and time we approved the payment, in Pakistan time and marked PKT; the credits; the amount paid; the payment method; a receipt number; your transfer reference, if you gave one; and your new balance.
• The amount paid is the amount we recorded as received. A payment in Pakistani rupees (Easypaisa or JazzCash) shows the rupee amount, followed by the package's US dollar price at the rate on the order date.

If we cannot confirm a transfer, we reject the payment. We do not send an email or a notification when a payment is pending or rejected, and your wallet shows only payments we have approved. If your credits have not arrived, contact us at support@tutoronn.com.

• An account cannot hold more than 100,000 credits. A purchase that would exceed that is refused.

If we receive a transfer we cannot match to a purchase, we will contact you. If we still cannot credit it, we will return the money to the account it came from.

5. What credits are spent on

There are four ways credits leave an account. Each is described exactly as it works.

5.1 A student obtains a tutor's contact details

• The cost is a flat 50 credits, the same in every country.
• You receive whichever of the tutor's telephone number, WhatsApp number and email address the tutor has provided. If a tutor has provided only some of these, you receive only those.
• You pay once for a given tutor. Access does not expire and does not need renewing. If the tutor takes a break from TutorOnn (11.1), the details you obtained remain available to you.
• If you and the tutor are already connected (5.5), there is no charge.

When you obtain a tutor's contact details, you choose which of your own contact details that tutor receives: your telephone number, your WhatsApp number, your email address, or any combination of them, but at least one, so that they can reply to you. The tutor also receives your name and country. This happens at no cost to the tutor and is part of the same exchange. You make the choice, and see exactly what will be shared, before you confirm the charge.

This charge is not refundable. Once the details are released, they have been released.

Access ends in three situations only. If the tutor deletes their account, their contact details are erased from TutorOnn and are no longer shown to you (11.2). If we close the tutor's account for fraud or a scam, their contact details are no longer shown to you (10). If you obtained the details at no charge because you had opened the tutor's application, and we later remove that request as fake, spam or a scam (6.3), that connection ends and the details are no longer shown to you; you can obtain them again at the usual cost.

5.2 A tutor applies to a request

• A tutor spends credits to apply to a published request. The tutor receives the right to send a written application, and a message thread with the student.
• The price is set by the country of the request, not the country of the tutor.

The price moves. It rises as more tutors apply to the same request, up to twice the base price. It falls over the first 36 hours after the request is published, and can reach zero where very few tutors have applied. The price you are shown is the price at that moment.

• If the price has risen between the moment you are shown it and the moment you confirm, the application is refused rather than charged at the higher price.
• A tutor may apply once to any given request.
• If you are already connected with the student who published the request (5.5), applying costs nothing. Being connected does not let you apply any earlier than you otherwise could.
• A new request may open to you up to two hours after it is published. Tutors who feature a subject the request names may be told about it, and may apply, earlier (5.3).

5.3 A tutor features a subject

• An approved tutor may spend credits each month to appear higher in search results for one subject and one teaching mode, and to be told about matching requests sooner, and to be able to apply to them sooner.
• The amount is chosen by the tutor, between 20 and 10,000 credits per subject per month, on up to 40 subject placements at once.
• The first charge is prorated for the days remaining in the current month. After that, the full amount is charged on the first day of each month.
• Raising the amount mid-month charges the difference immediately and takes effect at once. Lowering it takes effect from the first of the next month and is not charged or refunded.

Higher amounts improve position but do not guarantee it. Search results are weighted and rotate, not strictly ordered by amount, so no amount secures the top position. A tutor's response rate also affects their position (8.3).

Stopping a placement takes effect at the end of the month you have already paid for. The remainder of that month is not refunded.

• If your balance cannot cover a monthly renewal, that placement stops, and so do any placements below it in your chosen order, including cheaper ones. No partial charge is taken.

5.4 Where spent credits go

Credits spent on TutorOnn are spent with us, with one exception: of the credits a student pays for a review, the tutor receives 90% and we keep 10% (5.6). No other credit spent by one user is paid into another user's balance, and we do not take any share of money that passes between a student and a tutor outside the platform.

5.5 Once connected, no second charge

A student and a tutor are connected once either of the following has happened:

• the student has paid to obtain the tutor's contact details (5.1); or
• the tutor has applied to one of the student's requests and the student has opened that application, unless we have removed that request as fake, spam or a scam (6.3).

An application the student never opened does not create a connection, and neither does an application to a request we removed. Obtaining a tutor's contact details at no charge because you were already connected does not create a separate connection: it rests on the opened application, and ends if that request is removed. Once connected, neither side pays again to reach the other: the tutor's application to a new request from that student costs nothing, and the student obtaining that tutor's contact details costs nothing.

5.6 Reviews are paid

Every review of a tutor on TutorOnn is paid for, in credits, by the student who writes it. A review that costs nothing to write costs nothing to fake, so there is no free review.

• Who may write one: a student who is connected with the tutor (5.5) and whose account is at least 14 days old. Only student accounts write reviews of tutors.
• One review per student per tutor, ever. A review is a star rating from 1 to 5 and between 30 and 1,000 characters of text. Once posted it cannot be edited or deleted by the student.
• The amount: the student chooses one of 14 fixed amounts, from 100 to 40,000 credits, and the amount is shown on the review.
• Where the credits go: the tutor receives 90% of the amount in their account and TutorOnn keeps 10%. Credits received for a review stay on TutorOnn: they can be spent on the platform like any others and cannot be cashed out (4.3).
• A review payment is never refunded, including when we remove the review.

Reviews must be genuine. These rules apply to everyone:

• Write only about your own experience of the tutor.
• A tutor may not ask anyone for a particular rating, or offer anything in return for a review or a rating.
• Nobody may buy, sell or trade reviews, or write a review in return for one.
• A review, a reply or a private review that contains contact details, such as a telephone number, an email address or a link, is refused.
• We remove a review that is not genuine or breaks these Terms. Removing a review moves no credits: the student is not refunded, and the tutor keeps what they received.
• While either of you has blocked the other (7.5), neither can write a new review of the other. Reviews written before the block stay; if one is abusive, report it.

The tutor's reply. A tutor can post one public reply to each review of them, up to 500 characters. It appears under the review, and the tutor can edit it later.

A tutor's private review of a student. A tutor who is connected with a student can write one review of that student, free of charge. It cannot be edited. It is not public: only the student, the tutor who wrote it, tutors who are connected with that student, and our administrators can see it.

6. When credits come back

There are exactly three circumstances in which credits return to an account automatically. All three apply to a tutor's application charge, and to nothing else.

6.1 The 12-day return

A tutor's application charge is returned in full if, twelve days after applying, all of the following are true:

• the student has not opened any application on that request;
• the student's telephone number was unverified at the moment the tutor applied;
• the charge was more than zero credits; and
• the charge has not already been returned.

If the student opens any application on the request, every tutor who applied to it has paid for what they bought, and no charge on that request is returned, including to tutors whose own application was not the one opened.

6.2 The closed-request return

If the student closes the request, marks it filled, or deletes their account, the same test is applied immediately rather than after twelve days, and qualifying charges are returned at that moment.

6.3 Requests we remove as fake, spam or a scam

If we remove a request because we find it is fake, spam or a scam, every tutor who paid to apply to it is refunded in full, whether or not the student opened any application. The return is made as soon as we remove the request.

6.4 Nothing else is returned

• A contact unlock is never refunded.
• A featuring charge is never refunded, including where a placement is stopped mid-month.
• A review payment is never refunded, including where we remove the review (5.6).
• A request simply expiring returns nothing.
• Credits are never refunded to your payment method. See 4.3.
• Nothing is returned to an account that has been deleted, including a return that would otherwise have been made later.

7. Contact details and messaging

7.1 What is exchanged

Obtaining a tutor's contact details is a two-way exchange, described in 5.1. A tutor who applies to a request gains a message thread with that student, not their contact details.

7.2 Messages are not moderated

We do not screen, scan or filter the content of messages or applications. Sharing telephone numbers, email addresses or other contact details inside a message is permitted, because it is what the platform is for.

7.3 We can read messages

Our administrators can read messages and conversations. We do so where necessary to investigate a complaint, a dispute, a suspected breach of these Terms, or a safety concern, and to comply with the law. Messages are private between users; they are not private from us.

7.4 Public content is filtered

Profiles, biographies, education entries and published requests are checked when saved, and contact details in those places may be blocked or hidden when displayed. This applies to public pages only, not to messages.

7.5 Reporting a person or content

• You can report a profile, a request, a message or a review to us from the platform, or by email to support@tutoronn.com. You can also block a person so that they cannot message you.
• We review reports. We remove content that is illegal or breaks these Terms, and we may suspend or close the account responsible (section 10).
• Where content suggests that a child is at risk of sexual exploitation or abuse, we report it to the UK National Crime Agency, as the law requires.
• If you disagree with a decision we have made about your content or your account, tell us at support@tutoronn.com and a person will review it.

8. Tutors

8.1 Approval

• A tutor profile is reviewed by us before it appears publicly.
• We may ask for changes. If we do, we tell you why, and you may amend and resubmit.
• Approval is at our discretion. We do not publish approval criteria and we are not obliged to give reasons beyond those we choose to give.

Approval is not a verification. We do not check qualifications, identity documents against any register, criminal records, or the right to work in any country. A tutor appearing on TutorOnn is not endorsed or vetted by us, and students should make their own checks.

• A tutor who has not yet been approved, or whose profile was returned for changes, may still buy credits and apply to requests. Only public visibility and featuring require approval.

8.2 Identity documents

Tutors may upload an identity document. It is optional. It is stored privately and is visible only to us. It is not shown to students, and it does not confer any status, badge or advantage on the profile.

You can remove it yourself, at any time, from your account settings. Removing it deletes the file. It does not affect your approval or your profile.

8.3 Response speed

Students see how reliably a tutor responds, and it affects where the tutor appears in search.

• A contact is a student obtaining your contact details, or a student sending the first message in a conversation they started with you. A student counts as one contact in any 90 days.
• A response is your first message to that student after the contact, or your Accept or Decline on the contact, within 24 hours of it.
• Accept tells us you will contact the student with the details shown. Decline tells the student you are not available right now; it costs the student nothing more and refunds nothing, and no email is sent.
• Your response rate is the share of your contacts in the last 90 days that you responded to within 24 hours, worked out from your activity on TutorOnn and updated every hour. Once 3 students have contacted you in that time, it is shown on your profile and in search results, together with how quickly you usually reply unless the rate is low.
• A low response rate moves your profile lower in search results, and lowers the weight a featured placement carries (5.3). Contacts from students you have blocked, and from students whose accounts are suspended, closed or deleted, do not count.

8.4 Gender

A student publishing a request can ask for a female tutor or a male tutor, or say they have no preference. We use a tutor's gender to match that preference, and it is shown on the tutor's profile.

• When a request asks for a female or a male tutor, only a tutor whose recorded gender matches is told about it, sees it on the job list in their dashboard, or can apply to it. The request itself stays visible to everyone on the public list of requests. A tutor who has not given a gender, or chose not to say, can apply only to requests with no preference.
• A tutor who has not given a gender, or chose not to say, can set female or male once, themselves. After that, only an administrator can change it, with a written note, and the change is recorded with the old and new value.
• Each application records the tutor's gender at the moment of applying. How long these records are kept is in the Privacy Policy.

9. Your conduct

You agree not to:

• publish anything false, misleading, unlawful, abusive, harassing or discriminatory;
• impersonate anyone, or misrepresent your qualifications or experience;
• use the platform to advertise anything other than tuition;
• use another person's account, or let another person use yours;
• attempt to bypass, disable or overload any part of the platform, including any charge, limit or security control;
• scrape, copy or republish the platform's content, including tutor profiles, in bulk;
• use contact details obtained through TutorOnn for anything other than discussing the tuition in question. In particular, not for marketing, not for resale, and not for passing to anyone else.

10. When we suspend or close an account

We may suspend or close an account, remove content, or refuse a request, where we believe these Terms have been broken, where there is a safety concern, or where we are required to by law. Where practical we will tell you why.

We may also refuse to open an account, or close one, where its details match those of a person linked to fraud or scams, whether on TutorOnn or in reports published by another tutoring platform.

If we close an account for fraud or a scam, the credits in it are forfeited, and are not refunded, transferred or restored.

When we close an account for fraud or a scam, its contact details are no longer shown to anyone, including people who were connected with it (5.5). Money we have received for that account but not yet turned into credits is not forfeited; it is returned as described in 4.4.

Credits in an account suspended for any other reason are not refunded and cannot be transferred. They remain in the account and can be used again if the account is restored.

While an account is suspended, any featuring on it stops and the current month is not refunded. Featuring can be started again if the account is restored.

11. Taking a break, and closing your account

Both students and tutors control this from account settings. There are two separate things you can do, and the difference between them matters.

11.1 Deactivating: a pause you can undo

Deactivating takes you off the platform without losing anything.

• Your profile stops appearing in search results and on public pages. If you are a student, your requests stop appearing on the job board.
• Nobody can start a new conversation with you or obtain your contact details.
• People you are already connected with (5.5) keep the contact details they obtained, and you keep theirs.
• Conversations you already have stay where they are.
• Your credits, your reviews, your rating and your history are all kept exactly as they are.
• If you are a student, an open request you published still closes on its date while you are away, and credits for applications you have not opened are still returned to the tutors on the usual schedule (section 6). When you come back, you can post a new request.

Reactivating is one click, and your profile returns exactly as it was. Nothing is rebuilt and nothing is lost. Deactivate as often as you need to.

A tutor with a featured subject should note that featuring is charged monthly whether the profile is active or not. Stop featuring separately if you do not want to be charged while you are away.

11.2 Deleting: permanent, and not reversible

Deleting your account cannot be undone. We show you this warning before you confirm, and once it is done there is no way back. Specifically:

• Your profile is removed from TutorOnn.
• Your reviews and your rating go with it, and cannot be restored.
• Credits in your account are not refunded, and go with the account.
• Your history and your messages are removed. The message you wrote with each application is removed too; the record that you applied stays, because the credit records point to it.

Where a conversation involved another person, it remains for them with their own messages. Yours are replaced with a note that they were removed, and you are shown as a deleted user. Reviews you wrote about other people remain, shown as written by a former member (a former tutor, for a tutor's private review of a student), because removing them would change someone else's rating. People you were connected with no longer receive your contact details.

If you are a student, your open requests are closed, and tutors who applied to them are refunded where section 6 provides for it. If you are a tutor, any featuring stops at once and nothing further is charged.

The reviews are the part that cannot be replaced. They were written by other people about your work, and neither we nor you can recreate them.

If you come back to TutorOnn later, you start from zero. A new account, no reviews, no rating, no standing in search, and no record of the work you did here.

If you only want to stop for a while, deactivate instead. It costs you nothing and keeps everything.

We keep a limited record after deletion where we are required to by law, or where it is needed for security, fraud prevention or an unresolved dispute. The Privacy Policy sets out what and for how long.

To delete, you confirm with your current password and by typing the word DELETE. After that, the account can never be signed into again.

12. Our liability

TutorOnn is provided as it is. We do not promise that it will be available without interruption, free of error, or fit for any particular purpose.

We are not responsible for what any user does. That includes what a tutor teaches, whether they turn up, what they charge, what they do with a student's contact details, and anything said or done between a student and a tutor whether on the platform or off it.

We are not responsible for any arrangement, payment, dispute or loss arising between a student or parent and a tutor.

13. Changes to these Terms

We may change these Terms. Where a change materially affects your rights, we will give notice before it takes effect. Continuing to use TutorOnn after that means you accept the change. If you do not, stop using the platform, noting that credits are not refundable under 4.3.

14. Law and disputes

These Terms are governed by the law of Pakistan, and the courts of Karachi have jurisdiction over any dispute.

15. Contact

Questions about these Terms go to support@tutoronn.com. We will give a postal address on request, and to any authority entitled to it.