Penalty & Payment Policy (2024)

Tutor Guidelines Updated: 01/08/2024

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.

Sincerely,
Malinda Wijayasinghe
Head of Academic Quality Control

Policy Sections

Mandatory Free Slots

Peak hours, adding/removing slots, and importance of free slots.

Trial Class Guidelines

Duration, compensation, presentation & professional conduct.

Regular/Non-Regular Classes

Punctuality, waiting period, technical requirements, compensation.

Rescheduling & Cancellations

Requests, notice periods, student consent, student-initiated changes.

No Shows

Impact and policy on no-shows for lessons and trials.

Leave Guidelines

Short-term leave, extended leave, emergency leave process.

Penalty Waivers

How to appeal, valid reasons, review & approval process.

Changing Students

Discouraged practice and valid reasons for change.

Refund Policy

Customer dissatisfaction investigations and liabilities.

Payment Guidelines

Remittance dates, bank changes, thresholds, and fees.

Resignation Guidelines

Notice periods, steps to follow, and transition support.

Penalties Overview

Quick reference table for penalties and actions.

Mandatory Free Slot Requirements for Tutors

Peak Hours (IST)

  • Weekdays: 2:30 PM – 9:30 PM
  • Weekends: 10:30 AM – 5:30 PM

Adding/Removing Free Slots

  1. Go to My Schedule and click Add Free Slots.
  2. Select slots marked in red (peak hours). Save to confirm.
  3. To remove a slot, click Add Free Slots again, toggle the slot, then save.

Increase Opportunities

Add at least two slots weekly (more on weekends recommended) to increase chances of trial bookings.

Automatic Trial Booking

Trials get booked in free slots automatically—always be ready to conduct the trial.

Manage Commitments

Remove conflicting slots immediately to avoid reschedules/cancellations and penalties.

Guidelines for Conducting Trial Classes

Duration & Timing

1 Hour Standard Duration
Punctuality Policy: If student is absent after 15 minutes, you may leave 25% fee paid

Compensation Structure

Successful Trial Full lesson fee (based on student grade)
Late Arrival/No-show (15 min) 25% fee paid
Unsuccessful Trial No payment
Last-minute Changes No compensation

Requirements & Professional Conduct

Equipment Desktop/laptop only (no phones/tablets)
Camera Keep camera on throughout session
Background Use Tutopiya virtual background
Privacy Do not share personal information
Environment Stable connection & quiet space
Guidelines Follow training protocols

Guidelines for Regular and Non-Regular Classes

Regular Classes

Scheduled recurring lessons with consistent timing and structure

Non-Regular Classes

One-time or irregular lessons scheduled as needed

Timing & Duration

Start all lessons on time
Student Absence Policy:
Wait 30 minutes Paid for 1 full hour

Technical & Presentation

Desktop/laptop required
Camera always on
Tutopiya virtual background
Stable internet connection

Professional Conduct

No personal information sharing
Follow training guidelines
Professional environment

Penalties & Compensation

Late Start & No-Feedback: Penalties based on hourly rate
Extra Time Claims:
  • Platform issues only
  • Student/parent consent required
  • Not for trials or late starts

Rescheduling and Cancellation Policy for Booked Lessons

1

Use Platform

Reschedule/cancel as early as possible

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2

Inform Student

Notify to avoid conflicts

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3

Check Timing

Review penalty schedule

Penalty Timeline

24+ Hours

No penalty applies

Safe Zone

12-24 Hours

Standard penalties apply

Caution

Less than 12 Hours

Penalty is doubled

High Risk

Student-Initiated Changes

Student Consent: If student agrees in advance, no penalty applies Mark consent in platform

Last-Minute Student Changes (< 2 hours)

Reschedule 50% lesson fee paid
Cancellation 100% lesson fee paid
For platform help, guide students to customer support
Important: Tutors must not ask students to make requests on their behalf

No Shows

Serious Policy Violation

No shows for lessons and trials are treated with utmost seriousness

Reputation Impact

No shows directly harm Tutopiya's reputation with students and parents

Strict Penalties

No show penalties will not be waived under any circumstance

Prevention is Key

Cancel early when needed
Reschedule in advance
Set reminders for lessons
Communicate with students
Zero Tolerance

No exceptions will be made for no-show penalties regardless of circumstances

Leave Guidelines for Tutors

Short-term Leave

1-2 Days
Unbooked Days:
Remove free slots Set status: "Unavailable for trials"
Booked Days:
Reschedule/cancel lessons 2+ days advance notice

Extended Leave

2+ Days
1 Week For 3+ days leave
1 Month Planned events (marriage, exams, etc.)

Emergency Leave

Immediate
Contact Support Team Inform immediately for assistance

General Leave Procedures

Remove all free slots during leave period
Set status to "Unavailable for trials"
Communicate proactively with all stakeholders
Keep management informed of leave status
Important: Penalty waiver requests for unmanaged leaves will not be approved

Applying for Penalty Waivers

How to Apply

  • Use Request an Appeal in Lesson History within 7 days of the lesson.
  • Check status under Payment Adjustment with reasons for approval/rejection.

Valid Reasons & Approval

  • Medical emergencies (tutor/immediate family) with proof.
  • Approvals are at Tutopiya’s discretion; each request is reviewed case-by-case.
Tip: Submit complete documentation to expedite review.

Changing the Students

Changing students after starting classes is discouraged. Tutors must gather all details (including rates and schedules) before starting.

  • If a tutor decides to change students after starting, the tutor must repay the company for classes already paid.
  • Only valid reason: abusive behavior from the student. Submit via JotForm: Student Change Request.

Refund Policy

When a customer requests a refund and it is proven that the tutor is at fault, a penalty applies based on the hourly rate.

  • Investigation determines validity and responsibility.
  • One-time penalty of 400% of the hourly rate for that student (e.g., 25 SGD/hour → 100 SGD penalty).
  • Deduction from future earnings (one-time or installments) with official communication.

Payment Guidelines

  • Payments are remitted to bank accounts in profiles on the 15th of each month for the previous cycle.
  • Bank details can be changed on the platform. For changes to apply the same month, update on or before the 5th.
  • Minimum threshold: If monthly payable < 25 SGD, it rolls over to next cycle.
  • Transfer fee: 1% – 1.5% may be charged.

Resignation Guidelines for Tutors

Notice Period Requirements

2 Months With Active Students

Provide a two-month notice if you have at least one active student to ensure smooth transition with minimal disruption.

Important: Failure to provide proper notice results in withholding the final month's payment

Resignation Process

1

Submit Notice

Complete the resignation form via JotForm

Resignation Notice Form
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2

Continue Teaching

Maintain classes during notice period and assist with transition

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3

Complete Handover

Provide handover notes and ensure all records are up to date

Professional Benefits

Positive References Professional resignation supports future recommendations
Future Opportunities Maintaining professionalism opens doors for re-engagement
Professional Network Preserve relationships within the education community
Experience Certificate Eligible for official experience documentation
Key Reminders
Submit resignation notice as early as possible
Consider the impact on your students
Complete all documentation requirements
Leave on a positive note for future opportunities

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 lessons200% of lesson fee
Refusing a trial after booking100% of lesson fee
Not filling the feedback form25% of lesson fee
Not using Tutopiya Background during lessons10% of lesson fee
Not using Tutopiya Resources when applicable10% of lesson fee
Sharing personal information with students (customer)Termination of Contract
Major professionalism concerns during lesson (poaching, arguing, offensive language/behavior, or other serious incidents)Termination of Contract

Raising Concerns and Queries

Our team is here to support you and ensure a smooth and professional experience at Tutopiya.

Policy Updates and Revisions

All policies, guidelines, and penalties are subject to change at the discretion of the administration. Tutors will be notified of any updates in a timely manner.

Last Updated: 01/08/2024