Terms and Conditions

1. Introduction

1.1 The TutorGenie website helps students to find tutors, tutors to market their services, and for students to book and pay for lessons. All of these terms and conditions apply to students and tutors, unless they specifically state otherwise, or are marked with a "T" when they only apply to tutors. Clause 5 only applies to tutors. These terms and conditions replace any previous versions of them.

1.2 The TutorGenie website is owned and operated by TutorGenie LLC, a limited liability company registered in  Sharjah Media City, Sharjah, UAE under company number 2117152. The Tutor Genie registered office is at Sharjah Media City, Free Zone Authority, Sharjah, UAE.  

1.3 A user may register on the website as a student or as a tutor. A user may use the website without registering, but if a user does register, certain information will be stored, making future visits to the website easier.

1.4 By registering on or using our website, the user agrees to be bound by these terms and conditions. These terms and conditions are legally binding – every user should read them fully before agreeing to them. (Please print or save these terms for future use as TutorGenie will not keep a file copy specifically for the user and TutorGenie cannot guarantee that they will remain accessible on the website in the future.) If a user does not wish to be bound by these terms, they should not use the website.

1.5 ("T") Where the person who agrees to these terms and conditions contracts on behalf of a company/organisation, hereby confirms that they have authority to act on behalf of that entity.

1.6 Certain words are defined in clause 16 (Definitions) of these terms and conditions

2. TutorGenie Rights & Responsibilities

This clause sets out what TutorGenie promises to do:

2.1 To help tutors and students to meet by allowing tutors to advertise their professional tuition services on the website, and students to book and pay for lessons

2.2 To maintain a functioning website, including communication systems, a booking platform, and an online classroom, wherever possible. TutorGenie cannot guarantee that the website will always be available, or that it will always work, but it will try to have it up and running properly at all times.

From time to time the website might need to be taken offline for maintenance purposes.

2.3 To communicate any planned maintenance of the website or downtime.

2.4 To use reasonable endeavors to keep the website free from viruses and worms.

2.5 To use reasonable endeavors to check the identity of all tutors and the verification of documents (But if a student is concerned about any tutor, do not meet a tutor alone).

2.6 To decide when a tutor's profile is sufficiently complete to be set live on the website and be accessible by other users.

2.7 To communicate new bookings, confirmation of bookings and cancellations, to both students and tutors via the website and by email (except where a student or tutor has chosen to alter their notification settings to exclude email communication).

2.8 To endeavour to ensure that each student's payment of lesson fees and the payment of each tutor's tutor fees are processed promptly and usually within 10 days of a lesson when there is no complaint or failed payment. Payments can take up to 14 days. 

2.9 To endeavor to ensure complaints are considered promptly following these terms and conditions.

2.10 To endeavour to ensure that refunds to students are made promptly in accordance with these terms and conditions.

2.11 To endeavor to ensure that failed payments are processed promptly following these terms and conditions.

2.12 To take precautions, TutorGenie considers it appropriate to protect students' and tutors' information.

2.13 To monitor postings made on the website and messages sent between students and tutors. TutorGenie does so in the hope of helping students and tutors meet, but also to stop misuse of the website, as set out in these terms and conditions.

3. User Responsibilities – this applies to both students and tutors, and anyone else who uses the website

3.1 Users are responsible for their own security in conjunction with the services through the website, both online and offline.

3.2 Users are solely responsible for the material they post on the website, including messages sent, and they must not post defamatory offensive or illegal material.

3.3 Users must immediately report to TutorGenie any defamatory, offensive, or illegal material they view on the website.

3.4 Users must exercise their judgment regarding the accuracy of information provided on the website. TutorGenie cannot and does not guarantee that all of the content on the website is complete, accurate, or up-to-date.

3.5 Users must contact TutorGenie immediately if they believe their password has been compromised. users will be responsible for the actions of any interactions conducted in their name until they have notified TutorGenie that they believe their password has been compromised.

3.6 Users must not use the website to engage directly with other users outside of the TutorGenie environment. Users must not promote opportunities or services of any company other than TutorGenie on the website. 

3.7 Users agree to abide by the Privacy Policy provided through the website.

3.8 Any user who fails, in TutorGenie's opinion, to comply with these terms and conditions may be immediately suspended from using the website and any related services. TutorGenie reserves the right to cancel any existing bookings in such circumstances.

4. Student Responsibilities

4.1 TutorGenie is not responsible for the acts or omissions of students or tutors and is solely responsible for its acts or omissions of itself.

4.2 Students must be at least 18 years old to book a tutor for themselves. Students under the age of 18 must be represented by a parent or legal guardian who gives consent for them to receive tuition from a tutor via TutorGenie. TutorGenie is not responsible for any dispute between a person under the age of 18 and a parent or guardian.

4.3 Students must ensure that all of their details and contact information are accurate and up-to-date. TutorGenie will contact students by email.

4.4 When a booking is made more than 24 hours in advance of the start time of the first lesson, students have up to 12 hours before their first lesson with a new tutor is due to commence to confirm the booking. When a booking is made within 24 hours of the start time, students have up to 2 hours before their first lesson is due to commence to confirm the booking.

4.5 To confirm a booking for their first lesson with a tutor, the student must enter, or have already entered, valid payment details on the website.

4.7 When a booking is confirmed, the student enters into a direct contract with the tutor for the provision of lessons and TutorGenie accepts no liability concerning the tutor's provision of lessons.

4.8 When a confirmed booking exists, the student must ensure that they have a valid debit/credit card registered on the website, with sufficient funds to cover the booking.

4.9 Students agree not to circumvent or disintermediate, or attempt to circumvent or disintermediate, TutorGenie in any way at the time of booking any tutor, during any period of confirmed bookings with any tutor or at any time within six months of the date of the most recent booking with the relevant tutor. 

4.10 If in the circumstance of home tuition, students must ensure that they have given enough information to the tutor, including their correct address, to allow the lesson to take place. If a lesson is to take place at the student's home, the student must provide a suitable setting for tuition.

4.11 Students must use their own judgment about the services of tutors detailed on the website. Although TutorGenie undertakes certain checks to assess the suitability of each tutor before setting their profile live on the website, students are responsible for checking the credentials, expertise, references, qualifications, and insurance policies of any tutor with whom they confirm a booking. TutorGenie offers a 15-minute free meeting call to get to know your tutor and make these judgements. 

4.12 Students are responsible for checking that bookings made by tutors on their behalf are done so correctly and understand they will be informed of these lessons by email.

4.13 Students are responsible for ensuring that they have the correct equipment to be able to access the interactive classroom before an online lesson. No refunds will be made if students are unable to access the online lesson room for whatever reason, save where such inability to access the online lesson room arises as a result of TutorGenie failing to provide the services outlined in clause 2.2 of these terms and conditions. TutorGenie recommends reading through the FAQ lessons information to ensure you have the correct equipment needed. 

4.14 Any student who fails, in TutorGenie's reasonable opinion, to comply with these terms and conditions may be immediately barred from using the website and any related services. TutorGenie reserves the right to cancel any existing bookings in such circumstances.

4.15 Cancellations: students may cancel any booking, without incurring any charge, by giving more than 12 hours' notice.

4.16 Nothing in these terms and conditions affects a student's statutory rights.

4.16 Simply by agreeing to these terms and conditions, a student is not required to sign up with any tutor or make any bookings.

4.18 Subject to paying for any bookings used, a student may cease to use the TutorGenie service at any time.

5. Tutor Status and Responsibilities

5.1 Tutors are not employees of TutorGenie and are solely responsible for their own actions both on and off the website. Although TutorGenie will aim to support tutors in delivering professional lessons during their tutoring period, we are in no way responsible for their actions. Breach of our terms and conditions is subject to penalties according to these terms.

5.2 Tutors must be at least 18 years old.

5.3 Tutors must be legally entitled to work within the UAE. 

5.4 If tutors contact students who are under 18, they must ensure that these students are represented by a parent or legal guardian who gives consent for the student to receive tuition.

5.5 Tutors are responsible for ensuring that the personal information they provide and their personal statements on the website are accurate and in no way misleading. They must update this information promptly to maintain its accuracy.

5.6 Tutors must disclose any criminal convictions or cautions they may have to TutorGenie, including any criminal convictions or cautions received at any time after having registered a tutor account on the website and for as long as the tutor remains registered.

5.7 Tutors claiming Verified Status must meet the requirements set out in clause 16.4 of these terms and conditions.

5.8 Any tutor who, in TutorGenie's opinion, fails to comply with these terms and conditions may be immediately barred from using the website and related services. TutorGenie reserves the right to cancel any existing bookings at any time in such circumstances.

5.9 Tutors must use their own judgment about whether they wish to offer their tuition services to each student. Tutors must take every precaution to ensure that they work in a safe environment and are responsible for taking out and maintaining their own insurance policies to cover the work they undertake.

5.10 Tutors are responsible for setting their tutor fee. They must not undercut TutorGenie and must, therefore, set their tutor fee on the website for an amount that is as good as the fee they offer to students outside of TutorGenie.

5.11 Tutors agree that they will be ranked on the website based on a mixture of profile data, student ratings, and the number of lessons taught. Positive student ratings, prompt messaging, repeat bookings, and a greater amount of lessons taught will contribute to tutors being ranked higher on the website's search engine results. TutorGenie reserves the right to change the way tutors are ranked at any time.

5.12 Tutors should make bookings for lessons and respond to messages received from TutorGenie and users promptly. Reminder emails will be sent if there is activity on a tutors profile. 

5.13 For any meetings (including lessons, trials, or assessing student need) with a student found via TutorGenie's website, tutors must make a booking to account for this time using the website. tutors agree not to solicit students or disintermediate TutorGenie or attempt to solicit students or disintermediate TutorGenie, in any way, at the time of booking any lesson with any student, during any period of confirmed bookings with any student or at any time within six months of the date of the most recent booking with the relevant student (the "tutor Restriction Period").

5.14 Tutors must only make bookings for lessons following the instructions of their students. If tutors make bookings for additional lessons which they fail to deliver, they will be liable to refund to the student directly any tutor fee they have received for any such bookings.

5.15 Tutors must attempt to call the student, be able to provide evidence of the call, and allow at least 15 minutes from the scheduled start time of a lesson for students to attend the lesson. If tutors fail to do so, they will be liable to refund to the student any tutor fee they have received for the relevant booking.

5.16 Tutors must not complete or intend to complete coursework, or any similar assignments, on behalf of students.

5.16 Tutors must ensure that all written communication with students to organise bookings and arrange lessons takes place via the website.

5.18 Tutors shall indemnify TutorGenie for all claims and liabilities arising out of any use by the tutor of the website, including any costs and expenses incurred.

5.19 Tutors are responsible for ensuring that they have the correct equipment to be able to access the online interactive classroom before an online lesson. tutors will be liable to refund any fees received for an online lesson if they are unable to access the online interactive classroom for whatever reason, save where such inability to access the online lesson room arises as a result of TutorGenie failing to provide the services outlined in clause 2.2 of these terms and conditions.

5.20 Tutors are responsible for ensuring that they have the correct lesson location and are at the lesson location ready to teach at the agreed time as booked on the website. Tutors who are late for a lesson must provide evidence that they contacted the student directly to make them aware of their lateness and that the student was happy to take the lesson at a later time. Any tutors who fail to do so will be liable to refund the student any tutor fee they have received for the relevant booking.

5.21 Users who acknowledge lessons participated in may be recorded and agree to the storage and use of such recordings by TutorGenie.

6. Payment

6.1 The lesson fee will be displayed on the site at the time of confirming a booking, and payment will be taken for the lesson at the time of booking. The lesson fee will also be displayed in the “bookings” area on the site for a user after the booking has been made, in lesson reminder emails, and in emails confirming receipt of payment. All service charges and commission percentages for users will be calculated and displayed before payments. 

6.2 For students the lesson fee is the combination of the tutor's price and the TutorGenie service charge (Stripe fee). Tutors will pay a commission fee, which will be collected by TutorGenie as a provider of the site services. All fees shall be payable in AED.

6.3 The lesson fee will be determined by the provider based on their assessment of the duration and type of service being provided. (TutorGenie reserves the right to adjust or increase the commission fee and/or the customer service charge from time to time).

6.4 The commission fee payable by tutors to TutorGenie for the provision of the site services will represent 13.9%  of the lesson fee due for that lesson (“commission fee”). The service fee payable by students to TutorGenie for Stripe transaction charge is 1.9%. 

6.5 The student authorises TutorGenie to instruct Stripe to charge their credit/debit card at the time of accepting a booking but understands that the payment will not be released to the tutor until 24 hours after a lesson has been completed satisfactorily. 

6.6 If any student cancels a booking less than 12 hours before the relevant lesson is due to commence, payment may be taken less than 24 hours after the lesson is due to end.

6.7 If any student makes a complaint (claiming for a missed lesson or raising a refund request), charges may nevertheless be processed as usual to collect a payment, and refunded as appropriate, following these terms and conditions and investigation by the TutorGenie team.

6.8 For online lessons, students will be charged the full lesson fee, provided the tutor attended the online lesson room for at least 15 minutes from the lesson's scheduled start time. No charge will be made to the student if a tutor does not attend for at least the first 15 minutes of a lesson and, therefore, give the student sufficient opportunity to attend.

6.9 If a lesson does not take place because a student does not attend (whether in person or via the online interac tive classroom, as applicable), the student will be charged the full lesson Fee.

6.10 Payment processing services on TutorGenie's website are provided by Stripe Payments, trading as Stripe, and are subject to the Stripe Connected Account Agreement, which includes the Stripe Services Agreement – UAE (together, the "Stripe Terms''). By agreeing to these terms and conditions or continuing to operate as a tutor on TutorGenie's website, the tutor agrees to be bound by the Stripe Terms, as the same may be modified or amended by Stripe from time to time; and tutor agrees to provide TutorGenie with accurate and complete information about themselves and, where relevant, their business, and each tutor authorises TutorGenie to share with Stripe such information and transaction information related to tutor's use of the payment processing services provided by Stripe.

6.11 Stripe normally transfers a tutor's lesson fee from the tutor's Stripe connected account to the tutor's nominated account within 10 days following a lesson, provided the relevant ID and information has been provided and passes Stripe's verification process.

6.12 Tutor's earnings may be held in Escrow until Stripe's verification requirement is completed.

6.13 Tutors are responsible for inputting the correct payment information when creating their profile. Any error in IBAN or account details could result in payments being sent to the wrong account. TutorGenie will not be liable for such errors.

7. Cancellations

7.1 A student may cancel a booking at any point before the scheduled start time of a lesson.

7.2 A student may only cancel a lesson by cancelling the relevant booking on the website. Cancellations made through direct contact with the tutor, such as by text or phone, and not through the website, may result in charges still being made to a student's account.

7.3 Cancellations made 12 or more hours before a lesson is due to commence will incur no charge.

7.4 Bookings cancelled by a student less than 12 hours before a lesson is due to commence may incur a charge. TutorGenie leaves it to the tutor's discretion whether to accept the cancellation request and not charge any lesson fee or to charge the student 50% of the lesson fee, as displayed at the time of confirming their booking. Unless instructed otherwise by the tutor, TutorGenie will, as the tutor's agent, automatically instruct Stripe to charge 50% of the lesson fee and payment will be processed following these terms and conditions. 

7.5 Tutors may cancel a booking at any time before a lesson takes place. To do so, tutors must inform the student directly via the website and cancel the booking on the website. In the event of a tutor cancelling a booking, the student will not be charged any lesson fee or, if the student has paid the lesson fee, will receive a full refund.

7.6 Bookings cannot be cancelled after the lesson has started.

8. Tutors and students must always book lessons or classes via the TutorGenie site. 

9. Missed lessons and Complaints

9.1 As defined at the end of these terms and conditions, a "Complaint" covers any cause for the student to seek a refund as a result of the service provided by the tutor, including, but not limited to, a Missed lesson (where the tutor did not attend a lesson booked on the website) or a claim about quality (where the student feels that the service provided by a tutor falls below the standards they reasonably expected).

9.2 A student should inform TutorGenie of a Complaint by email within 96 hours after the scheduled finish time of the relevant lesson.

9.3 When a complaint has been received from a student, TutorGenie will contact the tutor within 72 hours of the complaint being received, by email and text message to inform the tutor that a complaint has been raised.

9.4 Should a student inform TutorGenie of a complaint within 96 hours after the scheduled finish time of the relevant lesson, the tutor has 48 hours to inform TutorGenie through the website of their desire to dispute the complaint (and reject the associated refund request). Should the tutor not dispute the complaint through the website within 48 hours of being notified of the complaint, TutorGenie, as the agent of the tutor, will instruct Stripe to process a full refund to the student of the tutor Fee. TutorGenie reserves the right, as a goodwill gesture, to instruct Stripe to process a refund of the Platform Fee for the booking related to the lesson the complaint is regarding. TutorGenie will promptly inform the student of the tutor's decision whether or not to uphold their complaint by email and, if upheld, authorize the associated refund.

9.5 Should a student inform TutorGenie of a complaint more than 96 hours after the scheduled finish time of the relevant lesson, the tutor has 48 hours to inform TutorGenie by email or phone of their desire to uphold the complaint (and authorise TutorGenie on the tutor's behalf to award the associated refund of the tutor Fee). Should tutors not contact TutorGenie within 48 hours to uphold the complaint, TutorGenie, as the agent of the tutor, will inform the student by email of the tutor's decision to reject their complaint and reject the associated refund request.

9.6 Should the student and tutor not reach an amicable agreement regarding a complaint, the student is entitled to make a claim against the tutor in relation to the complaint. As set out in clause 8.7, TutorGenie accepts no liability concerning complaints and the services provided by a tutor.

9.7 Should TutorGenie find that a Missed lesson occurred due to any failure of TutorGenie to meet the terms set out in clause 2 of these terms and conditions, TutorGenie will refund the student any Platform Fee paid.

9.8 TutorGenie reserves the right to offer any student, as a gesture of goodwill, payment of a sum equivalent to the full lesson Fee. Such a payment will be awarded solely at TutorGenie's discretion.

10. Failed Payments

10.1 As defined in clause 16.5, 'Failed Payment' means an outstanding lesson Fee for a booking, for which Stripe, as instructed by TutorGenie, has been unable to make a successful charge against the payment details provided by the student.

10.2 In the case of a Failed Payment still being outstanding 48 and 72 hours after the scheduled end of the relevant lesson, the student authorizes TutorGenie to automatically instruct Stripe to retry the charge.

10.3 The student can also give TutorGenie consent by email, SMS or support messages to instruct Stripe to retry payments for any outstanding Failed Payment.

10.4 As the agent of the tutor, TutorGenie reserves the right to protect the tutor from further loss of earnings by canceling lessons and their associated bookings at any point with a student who has an outstanding Failed Payment (including for a student who has an outstanding Failed Payment for a booking with another tutor)

10.5 In the case of a Failed Payment still being outstanding 96 hours after the scheduled end of the relevant lesson, TutorGenie will cancel all of the student's further bookings and inform the tutor by SMS that Stripe has been unable to collect payment on their behalf. The tutor must not make any further bookings for lessons with the student until the Failed Payment has been settled by Stripe making a successful charge for the full lesson Fee.

10.6 As the agent of the tutor, TutorGenie may continue to seek payment to cover Failed Payments from the student for ninety days following the scheduled end of the relevant lesson, by contacting the student by email, SMS, and/or phone.

10.7 The student accepts that TutorGenie reserves the right to pass bad debts for TutorGenie's Platform fees to third-party debt collection services, and acknowledges that their credit rating may be affected.

10.8 TutorGenie will not be liable to the tutor for any lost earnings resulting from any Failed Payment.

10.9 TutorGenie without obligation, reserves the right to pay the tutor, as a gesture of goodwill, an amount equal to the tutor Fee for any lessons for which there has been a Failed Payment. This right is entirely at the discretion of TutorGenie.

10.10 Regarding lessons arranged outside of the stripe payment system on the TutorGenie website www.tutorgenie.ae, the following conditions apply. All lessons must be paid for by bank transfer within 48 hours of the lesson taking place. With a maximum outstanding balance of 1000 AED. Tutors will not be permitted to teach families with such an outstanding payment until it is paid in full. TutorGenie will endeavor to always receive total payments for tutors using our terms and conditions as set out above. TutorGenie will not be responsible for any failed payments where families dishonor the commitments they made upon agreeing to tuition. Parents and students who fail to pay for any completed lesson will not be allowed any further tuition until all owed monies are paid in full and released to the tutors. The commission for tuition arranged between parents and TutorGenie outside of the stripe portal on www.tutorgenie.ae is at the discretion of TutorGenie.

11. Child Protection

11.1 TutorGenie seeks to provide the best service possible and provide a safe experience in which children can learn.

11.2 Any user who is the parent of a child under the age of 18 who has a lesson with a tutor should not leave the child in the sole care of that tutor.

11.3 All tutors must comply with the tutors' Association Child Protection Policy, whether or not they are a member of The tutors' Association, and all relevant legislation and government guidance. The Policy can be found at this link: 

https://img1.wsimg.com/blobby/go/1a668a6b-1c3c-4fdd-ad54-243a369a420a/downloads/1cksgq6k5_30316.pdf

11.4 If any user has a concern regarding child protection, they should contact TutorGenie immediately.

12. Disclaimers and Limitation of Liability

12.1 Nothing in these terms and conditions in any way limits or excludes TutorGenie's liability for negligence causing death or personal injury or for anything which is not permitted by law to be excluded or limited.

12.2 All users must give TutorGenie a reasonable opportunity to remedy any matter for which TutorGenie is potentially liable before incurring any costs remedying the matter themselves.

12.3 TutorGenie shall not be liable for any loss or damage caused by it or its employees or agents in circumstances where:

•    there is no breach of a legal duty of care owed by TutorGenie or by any of its employees or agents;

•    such loss or damage was not reasonably foreseeable by both parties; or

•    such loss or damage is caused by the user, for example by not complying with these terms and conditions.

12.4 To the extent permitted at law, the user will be liable for any reasonably foreseeable loss or damage TutorGenie suffers arising from the user's breach of these terms and conditions or misuse of the website (subject of course to TutorGenie's obligation to mitigate any losses).

12.5 The following clauses apply only if the user is not a consumer:
To the extent allowed by law, the user and TutorGenie exclude all terms, whether imposed by statute or by law or otherwise, that are not expressly stated in these terms and conditions. In this clause, any reference to TutorGenie includes its employees and agents.
TutorGenie's liability of any kind (including in respect of its own negligence) concerning the website for any one event or series of related events is limited to AED500 or the total Platform fees paid by the user in the 12 months before the event(s) complained of, whichever is higher.
In no event (including TutorGenie's negligence) will TutorGenie be liable for any:
economic losses (including, without limitation, loss of revenues, profits, contracts, business or anticipated savings);
loss of goodwill or reputation;
special, indirect, or consequential losses; or
damage to or loss of data (even if TutorGenie has been advised of the possibility of such losses).
the user will indemnify TutorGenie against all claims and liabilities directly or indirectly related to the user's use of the website and/or breach of these terms and conditions.
These terms and conditions constitute the entire agreement between the parties concerning their subject matter and supersede any previous communications or agreements. The parties both acknowledge that there have been no misrepresentations and that neither has relied on any pre-contractual statements. Liability for misrepresentation (excluding fraudulent misrepresentation) relating to these terms and conditions is excluded.

13. Intellectual Property

13.1 When submitting material to TutorGenie, students and tutors also grant to TutorGenie a non-exclusive, royalty-free, non-terminable license to copy, modify, distribute, show in public and create derivative works from that material.

14. Changes to these terms and conditions

14.1 TutorGenie may change these terms and conditions by posting the revised version on the website at least 14 days before they become effective. Please check the website from time to time. users will be bound by the revised terms and conditions if they continue to use the website or the services following the effective date shown.

15. Tutor "No-Show" on TutorGenie

15.1 Lesson Commitment: By registering as a Tutor on TutorGenie, You agree to be committed to the lessons You have scheduled with families or students on our platform.

15.2 Punctuality: You are expected to arrive on time for scheduled lessons. Timely arrival is essential to maintaining the trust and confidence of the families and students using TutorGenie.

15.3 Definition of No-Show: A "No-Show" occurs when you fail to appear for a scheduled lesson without prior notice or a valid reason.

15.4 Penalties for No-Show:

a. First Offense: In the event of a first-time No-Show, a formal warning will be issued. We may also offer to reschedule the lesson at no additional cost to the family or student.

b. Second Offense: In case of a second No-Show, your account may be temporarily suspended. The suspension period will be determined at our discretion.

c. Third Offense: A third No-Show may result in the permanent suspension of your account on TutorGenie.

15.4 Reporting a "No-Show" - Family or Student's Responsibility: Families and students must promptly report a No-Show incident to TutorGenie, providing details and evidence if available.

15.5 TutorGenie's Investigation: We will investigate No-Show reports and gather information from all relevant parties before making a determination.

15.6 Valid Reasons for Missing a Lesson: Unforeseeable Circumstances: We understand that certain unforeseeable events can lead to a Tutor's absence, such as sudden illness, family emergencies, or technical issues on the Tutor's end. In such cases, You are required to inform TutorGenie and the affected family or student as soon as possible.

15.7 Make-Up Lessons: If a valid reason for missing a lesson is provided, TutorGenie may offer to help reschedule the lesson at a later date, without imposing penalties.

15.8 Informed Communication: It is Your responsibility to maintain effective communication with the families and students. If You anticipate any difficulty meeting a scheduled lesson, you must inform the concerned parties as soon as possible.

15.9 Mediation: In the event of a dispute related to No-Show incidents, both the Tutor and the affected family or student may request mediation through TutorGenie's customer support. We will make reasonable efforts to facilitate a fair resolution.

15.1.1 Termination by TutorGenie: TutorGenie reserves the right to terminate the Tutor's account if there are repeated violations of this Agreement.

15.1.2 Updates: We reserve the right to make changes to this Agreement. You will be notified of any changes, and it is your responsibility to review and comply with the updated terms.

16. Definitions

16.1 "booking" means the booking attached to an individual lesson on the website.

16.2 "Complaint" means a claim by a student that either the service provided by a tutor falls below the standards the student expected of a tutor introduced by TutorGenie, or, that there was a Missed lesson.

16.3 "Content" means all information of whatever kind (including information, service provider listings, profiles, Reviews), published, stored, or sent on or in connection with the website.

16.4 "Verified tutor" means a tutor displaying the ``I have a verified badge" on their profile page on the website. TutorGenie cannot verify any claim made by tutors within their profile or in any other communication which relates to them having documents verified other than through the awarding of the "Verified tutor" status. 

16.5 "Failed Payment" means an outstanding lesson Fee for a booking, for which Stripe, as instructed by TutorGenie, has been unable to make a successful charge against the payment details provided by the student.

16.6 "lesson" means unless otherwise specified, a one-to-one tuition lesson between a student and a tutor, including both in-person and online sessions.

16.7 "lesson Fee" means the combination of the tutor Fee and the Platform Fee.

16.8 "Missed lesson" means a claim by a student that they have not received a lesson with a booking on the website.

16.9 "Virtual Classroom" means TutorGenie's own online lesson space which is made available to users at the time of booked Online lessons.

16.10 "Online lesson" means a one-to-one or group tuition lesson between a student(s) and a tutor delivered through TutorGenie's Online Classroom.

16.11 The "Customer Service Charge" means the fee charged by TutorGenie to students for the provision of TutorGenie's services.

16.12 "Review" means any review, comment, or rating.

16.12 "Stripe Terms" means the terms set out by Stripe Payments Europe, Ltd trading as Stripe, as set out within the Stripe Connected Account Agreement, which includes the Stripe Services Agreement within The UAE. 

16.14 "student" means a user who has registered a student account on the website. The student must be at least 18 years old. Where the learner is under 18 years old, the student will be their parent or guardian.

16.15 "student Restriction Period" means, as defined in clause 4.9, being at the time of booking any tutor, during any period of confirmed bookings with any tutor, or at any time within six months of the date of the most recent booking with the relevant tutor.

16.17 "tutor" means a user who has registered a tutor account on the website.

16.18 "Commission Fee" means that part of the lesson Fee which is collected by TutorGenie as agent for the tutor as described in clause 6.4.

16.19 "tutor Restriction Period" means, as defined in clause 5.12, being at the time of booking any lesson with any student, during any period of confirmed bookings with any student or at any time within six months of the date of the most recent booking with the relevant student.

16.19 "TutorGenie" means the company TutorGenie LLC which is registered at Sharjah Media City, Free Zone Authority, Sharjah, UAE.  

16.20 "user" means a person who uses our website (whether or not they have registered an account with us).

16.21 "website" means the website on the domain https://www.tutorgenie.ae