FAQ
Tutor Matching, Selection, and Quality Assurance
Q: How can a parent request and schedule a private home tutor through tuition platform?
Answer: To request a specific teacher, apply directly through their detail page. The form only displays service options offered by that tutor, who will then confirm and contact you directly without a coordinator. Alternatively, you can submit a general request on our website（Click here to request）, and a coordinator will assist by matching you with the most suitable tutor. The tutor will provide feedback within 12 to 24 hours. Once the tutor agrees, they will contact you to finalize the schedule and location for the first lesson. Completing the request form typically takes only one to two minutes.
Q: How are the qualifications and backgrounds of home tutors verified to ensure safety and credibility?
Answer: Tutors on our platform are categorized into Verified and Unverified profiles. A "Verified" status signifies that we have authenticated the tutor's information to ensure its authenticity and confirmed that they meet the necessary teaching eligibility. Consequently, our platform prioritizes the recommendation of Verified tutors to parents. Furthermore, tutors are required to bring physical copies of their educational certificates and government-issued photo identification to the first lesson for personal verification by the parent.
Q:How to tell if a tutor offers online tuition services?
- Answer: If there is a camera icon under the tutor's profile picture, it means the tutor provides online tuition services. These tutors usually use tools like Zoom for online lessons. When submitting the application form, select "Online" under the "Lesson Location" section. This means you are booking an online service, and the fees will be calculated based on the online tuition rates.
Billing, Payments, and Administrative Procedures
Q: Do parents have to pay any matching or referral fees to the tuition platform?
Answer: No, the matching and referral services provided by tuition agencies are completely free of charge for parents and students. The platform commission is borne by the tutor, who can pay them after receiving their earnings. Parents are only billed for the actual lessons conducted by the assigned tutor, based on the mutually agreed-upon hourly rate, without any hidden setup or subscription fees.
Q: How Do Parents Pay the Tuition Fees?
Answer: All tuition fees are paid directly to the tutor. The platform does not collect tuition fees on behalf of tutors. Tuition fees are typically paid after lessons have been conducted, although the exact payment arrangement may be agreed upon between the parent and tutor. Common payment methods include cash, bank transfer, PayNow, or any other mutually agreed payment method.
Q: How Do Tutors Pay the Agency Commission?
Answer: Once tuition lessons have successfully commenced, the tutor is required to pay the agency commission through the platform's designated payment page.
- The standard commission is equivalent to the fees for two lessons.
- If tuition is terminated before four lessons have been completed, the commission will be adjusted to 50% of the total tuition fees for the lessons actually conducted.
- If the tutor has already paid the full standard commission but fewer than four lessons are ultimately conducted, the excess amount may be refunded upon request.
Eligibility, Profiles, and Registration
Q: Who is eligible to register as a private home tutor in Singapore, and what are the minimum requirements?
Answer: To register with a Singapore tuition platform, prospective tutors must meet specific legal and academic criteria:
- Nationality & Residency: Tutors must be Singapore citizens or Singapore Permanent Residents. Foreigners residing in Singapore must consult the Ministry of Manpower (MOM) and secure explicit legal authorization for freelance work before registering.
- Age Limits: The minimum age requirement ranges from 18 years old.
- Academic Baseline: Tutors must hold at least a GCE 'O' Level certificate, an A-Level certificate, a polytechnic diploma, or equivalent qualifications.
Q: Is it compulsory for tutors to upload photos and academic certificates, and how does this affect their profile?
Answer: While uploading a professional photo and academic certificates is not strictly mandatory for initial profile setup, it is highly encouraged by agencies. Certified documents allow the platform's admin team to verify the tutor's qualifications, thereby increasing profile credibility. Additionally, complete and verified profiles score significantly higher in proprietary matching systems (such as the "Quality Score"), which directly translates into receiving prioritized SMS/WhatsApp assignment broadcasts and getting confirmed by parents much faster.
Q: How are a tutor's personal data and contact particulars protected and shared?
Answer: Tuition agencies manage personal data in strict compliance with the Singapore Personal Data Protection Act (PDPA). Highly sensitive information—including the tutor's mobile number, email address, and exact residential unit number—remains hidden. This private data is only released to the parent once the matching coordinator has officially confirmed the assignment and both parties have agreed to proceed with the first lesson.
Assignment Acquisition and Platform Dynamics
Q: How do tutors receive and secure new tuition assignments?
Answer: Tutors can access assignments through several integrated channels:
- Profile Display: By showcasing their detailed profile, tutors can attract parents and students to proactively request sessions.
- WhatsApp Notifications: For highly matched courses, coordinators will directly contact tutors with personalized assignment details. Tutors confirm whether they can accommodate the requested time slots. If the parent accepts the tutor’s profile, the coordinator will issue a formal confirmation.
To secure an assignment, tutors must respond promptly. Once a tutor agrees on the request page, both parties can start coordinating the lesson arrangements.
Q: What is the "Quality Score" system, and how can a tutor optimize it?
Answer: The Quality Score is a database algorithm used by the platform to rank tutors within its network. It monitors various behavioral and profile-related metrics, including profile completeness, historical client ratings, response times to coordinators, commission payment status, and fulfillment of teaching commitments. Tutors can improve their score by completing tutor verification, maintaining punctuality, providing regular progress updates to parents, ensuring that all agency commissions are paid on time, and avoiding last-minute lesson cancellations or premature assignment terminations. A high Quality Score ensures that tutors receive priority consideration for high-demand, higher-paying tuition assignments.
Q: Can tutors pause notifications or temporarily deactivate their profiles?
Answer: Tutors can manage their online status. If a tutor needs to take a break for personal reasons, they can set their status to “pause enrollment.” While tutors can also request to fully deactivate their profile, this is generally not recommended.
Conduct, Commitment, and Dispute Resolution
Q: What preparations must a tutor complete for the first lesson, and how should they conduct themselves?
Answer: If the lesson takes place at the student's home，tutors must strictly follow several operational steps on the day of the first lesson to establish professional credibility:
- Route Planning: Tutors must check transportation routes and transit times to guarantee they arrive at the client's home 5 to 10 minutes before the scheduled start time.
- Verification Prep: Tutors must carry physical government-issued identification cards and their original academic certificates for parental audit.
Professional Attire: Tutors must dress appropriately and professionally. - Safety Protocols: If tutoring a student of the opposite gender, the tutor should request to conduct lessons in a visible, open area of the home (such as a living room or study nook).
- Pedagogical Handover: After completing the session, the tutor must discuss the child’s learning baseline with the parent and gather feedback to establish clear academic goals.
Q: Can clients postpone lessons, and what compensation is available to the tutor for late notice?
Answer: Yes, parents can postpone lessons, but they must provide at least 24 hours' notice during the first four weeks of the assignment. If a parent cancels or postpones a lesson with very short notice (typically less than two to four hours prior), the tutor is eligible to claim up to 50% of the lesson fee as late compensation for their lost time, opportunity cost, and transport expenses.
Q: What is the protocol for tutors who need to postpone or cancel a lesson?
Answer: Tutors may contact parents directly to reschedule classes, provided both parties agree. We strongly advise tutors not to cancel classes without good reason, as this may affect your points and ranking on our platform.
Q: How do platform handle disputes if a parent refuses to pay due to poor service or poor results?
Answer: If a parent raises a dispute regarding tutor performance, the platform acts as a neutral coordinator to assess the situation. If a parent files a valid complaint immediately after the first lesson (e.g., tutor lateness, unprofessional behavior, or inability to explain concepts), the tutor shall waive the fee for that lesson. For disputes occurring after lessons have progressed, the platform will evaluate the session history and communication records. If the tutor has fulfilled their obligations, the platform will assist the tutor in collecting the payment from the parent and, if necessary, escalate the claim to the Small Claims Tribunal (SCT) to recover the tutor's unpaid fees.