Terms of service.

About these terms

These terms apply when a parent or guardian ("you") uses TutorKiwi to find and book tutoring for a child. TutorKiwi is run by Geminine Group Ltd ("we", "us"), company number 15370683, registered office 3 Bonneville Close, Tipton, DY4 9SP, England. Contact us at hello@tutorkiwi.com.

Please read them with our Privacy policy, Safeguarding policy and Cookie policy. Tutors agree to a separate Tutor Agreement.

What TutorKiwi does

We match your child with a vetted tutor, provide the online classroom, homework, tests and progress reports, and handle booking and payment. Tutors are independent, self-employed professionals and not our employees. We check every tutor before they teach (see our Safeguarding policy) and we are responsible for the TutorKiwi service we provide to you.

We can't guarantee exam results or a particular grade. We will provide the service with reasonable care and skill.

Your account

• You must be 18 or over and the child's parent or legal guardian, or have their permission.
• You create and manage your child's student account, username and PIN, and you're responsible for keeping login details safe.
• Give accurate information, especially your child's age, school year and any needs the tutor should know about.
• A responsible adult should be in the home during lessons for children under 11, and reachable for older children.

Prices and payment

• Prices are shown before you book, in your local currency, and include VAT where it applies. There are no hidden booking fees.
• You pay in advance for each lesson or lesson pack through our payment provider. A lesson is confirmed once payment is taken or covered by credit.
• Lesson packs (for example 4 or 8 lessons) are for the matched child, and are valid for 6 months from purchase unless we agree otherwise.
• We'll tell you before any price change applies to future bookings. Changes never affect lessons you've already paid for.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you can cancel a booking or lesson pack within 14 days of buying it, without giving a reason, and get a full refund.

If you ask for lessons to start within those 14 days (we'll ask you to tick a box at checkout), you can still cancel, but we'll deduct the price of any lessons already delivered. To cancel, email hello@tutorkiwi.com or use the model cancellation form below. We refund within 14 days, to your original payment method.

Cancelling or moving lessons

• You cancel 24 hours or more before a lesson: no charge. The lesson goes back to your TutorKiwi credit, or we refund it if you prefer.
• You cancel less than 24 hours before, or your child misses the lesson: the lesson is normally charged, because the tutor has kept the time free. We'll treat illness and emergencies fairly; just tell us.
• The tutor cancels, doesn't turn up, or a technical fault on our side stops the lesson: you get full credit or a refund, whichever you choose.
• Either you or the tutor can ask to move a lesson. It moves only if both agree.

Credit, referrals and refunds

• Lesson credit (from cancellations or refunds you chose to keep as credit) is your money. It doesn't expire while your account is open, and we'll refund any unused paid credit when you close your account.
• Referral and promotional credit (for example the refer-a-friend reward) is a free bonus. It can only be used for lessons, has no cash value, can't be transferred, and expires 12 months after it's added. The referred family must book and pay for their first lesson, and we can withdraw rewards obtained through fake or duplicate accounts.
• Credit is applied automatically at checkout when it covers the total.
• Nothing in these terms affects your legal rights under the Consumer Rights Act 2015, including a remedy if a lesson isn't provided with reasonable care and skill.

Matching and switching tutors

If a match isn't right, you can ask for another tutor at any time, free of charge. Future paid lessons with the old tutor are returned as credit. We may also end a match ourselves, for example if a tutor leaves or for safeguarding reasons.

Using TutorKiwi safely

To keep children safe, all lessons, messages and file sharing must stay inside TutorKiwi. You and your child must not:

• arrange lessons, payments or contact with a TutorKiwi tutor outside the platform, or share personal phone numbers, social media or email addresses;
• record lessons, or share another person's details or images, without consent;
• upload anything unlawful, harmful, abusive or that you don't have the right to share;
• try to get around our security or safeguarding systems.

Lesson chat and files can be seen by the parent and by our safeguarding staff, and are scanned automatically for risks. We may suspend or close accounts that break these rules, and we report concerns about a child's safety to the authorities.

Ratings and reviews

Only parents whose child has had a paid lesson with a tutor can rate them. Reviews must be honest and about the tutor's teaching. We don't pay for reviews, edit them to change their meaning, or hide negative ones because they're negative. We may remove reviews that are abusive, unlawful or identify a child.

Learning materials

Materials in TutorKiwi belong to us or the tutor who created them. You and your child can use them for the child's own learning, but not for resale or redistribution. Your child's own work stays theirs.

Our responsibility to you

We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We're not responsible for losses that weren't foreseeable, or for business losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or anything else the law doesn't allow us to limit.

We work hard to keep TutorKiwi running, but we can't promise it will always be available without interruption, for example during maintenance or problems with internet providers.

Closing your account

You can close your account at any time by emailing us. We'll refund unused paid lessons and paid credit, and delete your data as described in our Privacy policy. We can close an account with reasonable notice, or immediately for a serious breach of these terms or a safeguarding risk. We'll refund paid lessons that haven't happened, except where the law allows us to keep them.

Complaints

If something's gone wrong, email hello@tutorkiwi.com. We'll acknowledge it within 2 working days and aim to resolve it within 14 days. Safeguarding concerns always take priority (see our Safeguarding policy).

Changes and the law that applies

We may update these terms, for example to reflect changes in the law or our service. We'll give you at least 30 days' notice of significant changes. If you don't agree, you can close your account and get a refund of unused paid lessons.

These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts. If you live in another country, you keep any mandatory consumer protections of that country.