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Comprehensive Tutor Guidelines

Introduction

As a valued member of our tutoring team, it is essential to understand the various policies, penalties, and procedures that guide our operations. This document aims to provide you with comprehensive guidelines on our company policies, the penalties associated with policy violations, and the steps you need to follow if you wish to take leave or resign from your position.

At Tutopiya, we are committed to maintaining a high standard of educational excellence and professionalism. Our policies are designed to ensure a smooth and efficient working environment, while also supporting your professional growth and well-being. By familiarizing yourself with these guidelines, you can help us uphold our standards and continue to deliver exceptional educational experiences to our students.

We encourage you to read through this document thoroughly and reach out to us if you have any questions or need further clarification. Thank you for your dedication and commitment to Tutopiya. Together, we can continue to provide outstanding education and support to our students.

Sincerely,
Malinda Wijayasinghe
Head of Academic Quality Control

Mandatory Free Slot Requirements for Tutors

To ensure that we can accommodate new student trials efficiently, we require all tutors to add at least two free slots per week during peak hours. This is a mandatory requirement to maintain your availability for trial classes.

  • Peak Hours

    • Weekdays (Monday to Friday):
      • 2:30 PM to 9:30 PM IST
    • Weekends (Saturday and Sunday):
        • 10:30 AM to 5:30 PM IST
  • Adding Free Slots
    • Time Zone Conversion: The peak hours are provided in IST. When adding free slots, you can convert these times to your local time zone. The system will automatically show the peak hours marked in red according to your time zone.
    • How to Add Free Slots:
          • Log in to your tutor account.
          • Navigate to the “My Schedule” tab.
          • Click the “Add Free Slots” button.
          • Available free slots will be highlighted in red.
          • Select at least two free slots per week during the peak hours.
          • Remember to hit the save button after adding the free slots.
    • Removing Free Slots:
          • If you need to remove a free slot, click the “Add Free Slots” button.
          • Click on the slot you want to remove.
          • Don’t forget to click save at the end.
  • Importance of Free Slots
    • Increased Chances of Getting New Students: Adding free slots increases your chances of getting new students. While the minimum requirement is two slots, we advise adding as many slots as possible, especially during weekends.
      • Automatic Booking of Trial Classes: Trial classes are booked automatically in the provided free slots. Tutors should be ready to conduct trial lessons if a trial class is booked in a given free slot.
      • Managing Commitments: If you learn that you have any other commitments that impede the provided free slots, you need to immediately remove the said slot from your schedule. Rescheduling or canceling a trial class after it has been booked is subject to penalties.
  •  

Guidelines for Conducting Trial Classes

To ensure a smooth and professional experience for both tutors and students, we have established the following guidelines for conducting trial classes. Please read these guidelines carefully and adhere to them during every trial session.

1. Duration and Timing

    • Trial Duration: Each trial class is scheduled for one hour.
    • Punctuality: Tutors must start the trial on time.
    • Student Absence: If the student is not present within the first 15 minutes, the tutor can leave. The tutor will be paid 25% of the lesson fee in such cases.

2. Compensation

    • Late Arrival: Tutors will be compensated 25% of the lesson fee if the student does not show up within the first 15 minutes, regardless of whether the tutor stays longer.
    • Successful Trials: If the trial is successful and the student is enrolled, the tutor will be paid the full lesson fee based on the grade of the student. 
    • Unsuccessful Trials: If the trial is not successful, the tutor will not be paid for the trial.
    • Cancellations and Reschedules: Last-minute cancellations or reschedules from the student’s end or from Tutopiya’s end will not result in compensation for the tutor.

3. Technical and Presentation Requirements

    • Virtual Background: Tutors must use the Tutopiya virtual background during the trial.
    • Device Requirements: Trials should be conducted using a desktop or a laptop. Mobile phones and tablets are not allowed.
    • Camera Usage: Tutors must keep their camera turned on during the trial class.
    • Internet Connection: Tutors must ensure a stable internet connection.
    • Environment: Tutors must conduct classes in an environment suitable for online learning, free from distractions and noise.

4. Professional Conduct

    • Guidelines Compliance: Tutors must follow the trial guidelines provided by the Tutor Training team.
    • Personal Information: Sharing personal information with the student or parents during the trial is strictly prohibited.

Guidelines for Regular and Non-Regular Classes

To ensure consistency and professionalism across all classes, we have established the following guidelines for both regular and non-regular classes. Please read these guidelines carefully and adhere to them during every session.

  • Duration and Timing
    • Punctuality: Tutors must start all lessons on time.
    • Student Absence:
      • Informing Absence: Tutors must inform about a student’s absence using the button on the platform.
      • Waiting Period: Whether the class is scheduled for one hour or more, tutors are required to stay for 30 minutes if the student is absent.
      • Compensation: Tutors will be paid the full lesson fee for one hour even if the class is scheduled for more than one hour. If the student does not show up within the first 30 minutes, tutors can leave, and they will still be compensated for one hour.
  • Technical and Presentation Requirements
    • Device Usage: Tutors are not allowed to use mobile phones or tablets to conduct classes. Only desktops or laptops should be used.
    • Virtual Background: Tutors must use the Tutopiya virtual background during all lessons.
    • Camera Usage: Tutors must keep their camera turned on during the class.
    • Internet Connection: Tutors must ensure a stable internet connection.
    • Environment: Tutors must conduct classes in an environment suitable for online learning, free from distractions and noise.
  • Professional Conduct
    • Personal Information: Sharing personal information with the student or parents during the lesson is strictly prohibited.
    • Guidelines Compliance: Tutors must follow all guidelines provided by the Tutor Training team.
  • Penalties and Compensation
    • Hourly Rate Basis: Late start and no feedback penalties related to regular and non-regular classes are based on the tutor’s hourly rate even if the class is more than one hour.
  • Extra Lesson Time:
    • Extra lesson time can only be claimed if:
      • The lesson was extended due to technical issues on the Tutopiya platform (excluding internet connectivity or issues related to the tutor’s or student’s devices).
      • The student or parent requested to extend the lesson.
      • Any extension without the student’s or parent’s consent will not be claimable.
      • Trial lesson extensions will not be claimable. It’s the tutor’s responsibility to stick to the agreed time.
      • Tutors cannot claim extra time for cases where they are covering for late starts.

Rescheduling and Cancellation Policy for Booked Lessons

Rescheduling and cancellations of booked lessons are strongly discouraged as they can be problematic for both students and the administration. However, we understand that there may be instances where tutors need to reschedule or cancel a lesson.

Guidelines:

  1. Making a Request:
    • Via the Platform: Any request for rescheduling or cancellation should be made through the platform as quickly as possible.
    • Informing Students: It is crucial to inform the student(s) about the reschedule or cancellation to avoid conflicts.
    • Tutor Responsibility: Tutors cannot request students to reschedule or cancel lessons on their behalf. This must be done directly by the tutor.
  2. Avoiding Penalties:
    • 24-Hour Notice: Tutors can avoid a penalty by making the reschedule or cancel request at least 24 hours prior to the lesson time.
    • 12-Hour Notice: If the request is made within 12 to 24 hours of the scheduled lesson, standard penalties apply.
    • Less Than 12 Hours: If the request is made less than 12 hours before the scheduled lesson, the penalty will be doubled.
  3. Student Consent:
    • If the student agrees to the reschedule or cancellation in advance, tutors will not incur a penalty.
    • There is a designated place in the platform to mark the student’s consent when making a request.
    • Guiding Students: If a student requests rescheduling or cancellation assistance because they do not know how to use the platform, the tutor must guide them to seek assistance from the customer support team.
  4. Rescheduling and Cancellations by Students:

Notice Period:

    • If a student cancels or reschedules a lesson less than 2 hours before the scheduled time, the tutor will be compensated for up to one hour as follows:
      • Reschedule: Tutor will be compensated for 50% of the lesson fee.
      • Cancellation: Tutor will be compensated for 100% of the lesson fee.

No Shows

Importance of Avoidance: We treat no shows for lessons including trials seriously and encourage tutors to avoid them as much as possible by rescheduling or canceling the booked lessons in a timely manner.

Impact on Reputation: No shows tarnish Tutopiya’s image, and therefore, no show penalties will not be waived under any circumstance.

Leave Guidelines for Tutors

To ensure smooth operation and minimal disruption to students, we have established clear guidelines for tutors needing to take leave. Please read and adhere to the following procedures:

Short-term Leave (1-2 Days):

  1. Unbooked Days:
    • Tutors can take leave during days when no classes are booked by simply removing any free slots from their schedule. This will prevent any new trial classes from being booked during their absence.
    • Tutors must also change their status to “Unavailable for trials” to ensure that regular and non-regular classes are not booked during their absence.
  2. Booked Days:
    • If tutors need leave for 1-2 days when classes are already booked, they must reschedule or cancel these classes at least 2 days in advance to avoid penalties and inconvenience for students.

Extended Leave (More than 2 Days):

  1. Leave Application via JotForm:
    • For leave of more than 2 days when classes are scheduled, tutors must apply for leave through the provided JotForm link. The tutor will receive a response via email regarding the approval of their leave request.
    • Link: https://form.jotform.com/211031724238041 
  1. Advance Notice:
    • Leave of more than 3 days should be informed at least one week in advance.
    • Planned events such as marriages, exams, and convocations must be informed one month in advance to ensure proper scheduling and minimal disruption to students.

Emergency Leave:

  1. Emergency Situations:
    • In case of an emergency where the tutor cannot send a reschedule or cancel request via the platform, it is crucial to inform the support team immediately. The support team will assist in managing the situation and informing students.

General Leave Procedures:

  1. Removing Free Slots:
    • When taking leave on unbooked days, tutors should remove any free slots from their schedule. This action ensures that trial lessons are not booked during their absence.
    • Additionally, tutors must change their status to “Unavailable for trials” to prevent regular and non-regular classes from being booked during their absence.
  2. Communication and Planning:
    • Proper communication and planning are essential to ensure a smooth process. Tutors must keep the support team and students informed of their leave plans well in advance to avoid any last-minute issues.

Unmanaged Leaves:

  • Penalties:
    • Penalty waiver requests for unmanaged leaves from tutors will not be approved. This underscores the importance of following the outlined procedures and communicating any leave requirements promptly.

Applying for Penalty Waivers

To ensure transparency and fairness in managing penalties, we have a clear process for applying for penalty waivers. Here are the guidelines for tutors to follow:

How to Apply for a Penalty Waiver:

  1. Request an Appeal:
    • Use the “Request an Appeal” button in the Lesson History section to apply for a penalty waiver.
    • All penalty waiver requests must be submitted within 7 days of the lesson date. After 7 days, the Request an appeal button will be inactive, and requests made after this period will not be entertained.
  2. Checking Status:
    • You can check the status of your penalty waiver requests under the Payment Adjustment tab in the Lesson History.
    • Here, you will also be able to see the reason for the approval or rejection of your request.
  3. Valid Reasons for Waivers:
    • Medical Emergencies: Valid reasons for penalty waivers include medical emergencies of the tutor or their immediate family members. Proof of the medical emergency must be provided.
  4. Approval Process:
    • The approval or rejection of penalty waivers is entirely at the discretion of Tutopiya.
    • Each request is treated on a case-by-case basis to ensure fair consideration.

Important Notes:

  • Tutors should ensure that all necessary documentation and proof are submitted along with their appeal to expedite the process.
  • Timely and accurate submission of penalty waiver requests helps maintain a smooth and efficient process for all parties involved.

Changing the Students

At Tutopiya, we strongly discourage changing students once regular classes have commenced. It is the tutor’s responsibility to gather all necessary information, including rates and schedules, before starting classes with a student.

  • Responsibility: After starting the classes, if a tutor decides to change the student, the tutor will be liable to repay the company for the classes already paid for that student.
  • Valid Reason for Change: A tutor can only request a student change due to abusive behavior from the student. Any such request must be thoroughly documented and submitted to the support team for review using the jot form.
  • Link: https://form.jotform.com/212911655809460

Refund Policy

When a customer requests a refund due to dissatisfaction with the tutor’s performance, and it is proven that the tutor is at fault, the tutor will be liable to repay the fee that the company has paid for the completed classes of the particular student.

Key Points:

  1. Customer Request: If a customer expresses dissatisfaction and requests a refund, an investigation will be conducted to determine the validity of the claim.
  2. Proof of Dissatisfaction: If it is established that the tutor’s performance did not meet the required standards or expectations, the tutor will be held accountable.
  3. Liability for Repayment: The tutor will be responsible for repaying the fee that the company has disbursed for the completed classes of the student in question.
  4. Repayment Process: The repayment amount will be deducted from the tutor’s future earnings until the full amount is recovered.
  5. Communication: The tutor will be informed about the decision and the repayment plan through official communication channels.

Payment Guidelines

  1. Payment Remittance: Payments will be remitted to the bank accounts that tutors have mentioned in their profiles. Payments will be made on the 15th of each month for the previous pay cycle, which runs from the 1st to the 30th or 31st of the month.
  2. Bank Detail Changes:
    • Tutors can change their bank details on the platform.
    • Changes to bank details must be made on or before the 5th of the month to ensure payments are received in the new account for that month.
    • There is no need to notify any party regarding the change as long as it is updated on the platform.
  3. Minimum Payment Threshold:
    • If the monthly payable amount is less than 25 SGD for that cycle, payments will not be remitted.
    • If the total exceeds 25 SGD with the amount in the next cycle, payments will be made for both months together.
  4. Transfer Fees:
    • A transfer fee of 1% to 1.5% may be charged for the remittance of payments.

Resignation Guidelines for Tutors

To ensure a smooth and professional transition when a tutor decides to resign, we have established the following
guidelines. Please read and adhere to these guidelines carefully:

  • Notice Period:

    One Month Notice:

      • Tutors are required to provide a two-month notice prior to their resignation if they have at least one active student. This allows us sufficient time to make necessary arrangements and ensures minimal disruption to our students’ learning.

  • Importance of Advance Notice:

    Smooth Transition:

      • Providing advance notice is crucial for a smooth transition. It allows us to inform students and their parents, reassign classes, and maintain the quality of education without interruptions.

  • Consequences of Not Providing Notice:

    1. Withholding of Final Payment:
      • If a tutor fails to provide the required two-month notice, they will not receive their final month’s payment. This policy is in place to emphasize the importance of proper notice and to ensure that all parties involved have adequate time to adjust.
    2. Refunds for Remaining Classes:
      • In the event that a tutor fails to serve the required notice period and the remaining student(s) request refunds due to the tutor’s resignation without wanting a new tutor as a replacement, the amount paid to the tutor for the completed classes of that student(s) will be charged back from the tutor.

  • Steps to Follow:

    1. Submit Resignation Notice via JotForm:
      • Tutors must submit their resignation notice through the
        provided JotForm link. This form must be filled out completely and accurately to officially
        notify the tutor management team of the resignation.
      • Link: https://form.jotform.com/211032229568048
    2. Complete Assigned Classes:
      • During the notice period, tutors are expected to
        continue teaching their assigned classes and fulfill their responsibilities professionally.
    3. Assist with Transition:
      • Tutors should assist with the transition process by
        helping to train a replacement if needed, providing detailed handover notes, and ensuring that
        all student records are up to date.

Importance of Professionalism:

  1. Maintaining Professional Relationships:
    • Resigning with proper notice helps maintain a positive
      professional relationship with the organization, students, and their parents. It reflects well on the
      tutor’s professionalism and dedication.
  2. Future Opportunities:
    • Adhering to these guidelines ensures that tutors leave on good
      terms, which could be beneficial for future references or opportunities within the education industry.

Regular / Non Regular and Trial Class Penalties

Description Action
Late Launching (up to 10 minutes) 25% of lesson fee
Late Launching (goes beyond 10 minutes) 50% of lesson fee
Late Rescheduling (Under 24 hours) 50% of lesson fee
Late Rescheduling (Under 12 hours) 100% of lesson fee
Late Cancellations (Under 24 hours) 100% of lesson fee
Late Cancellations (Under 12 hours) 200% of lesson fee
No show to lessons 200% of lesson fee
Refusing a trial after booking 100% of lesson fee
Not filling the feedback form 25% of lesson fee
Not using Tutopiya Background during lessons 10% of lesson fee
Not using Tutopiya Resources when applicable 10% of lesson fee
Sharing personal information with students (customer) Termination of Contract
Major professionalism concern during lesson( Ex: Poaching students, Arguing with customers, offensive language and behavior, or any other serious incidents Termination of Contract

Raising Concerns and Queries

Tutors can raise their concerns and queries through the following methods:
  1. Email: Send an email to Malinda at malinda@tutopiya.com.
  2. Message: Send a message to Malinda at +6587761970.
  3. Google Form: Fill out the Google form provided for submitting concerns and queries. Link: https://forms.gle/3FVh5qZ9QYoRU6Q38
We encourage you to use these channels to communicate any issues or questions you may have. Our team is here to support you and ensure a smooth and professional experience at Tutopiya.

Policy Updates and Revisions

  • Changes: Please note that all the above policies, guidelines and penalties are subject to change at the discretion of the administration. Tutors will be notified of any updates or revisions to the policy in a timely manner.
  • Last Updated: This policy was last updated on 01/08/2024.

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