TERMS & CONDITIONS

Terms

We, Toptutors Tuition Agency (also known as TopTutors.sg), under the management of Prime Tutor Tuition Agency, also known as PrimeTutor.sg (reg. no. 53278255X), are providing matching services to tutors, parents (client) and students (client). Any service that Toptutors or Prime Tutor Tuition Agency and the assigned tutor provide is subjected to the terms and conditions stated in the remainder of this document. Anyone who uses PrimeTutor's and Toptutors’ websites and services are subjected to these terms and conditions, and our privacy policy.

For Client (parents or students)
Quality of Service

Toptutors do not guarantee that the assigned tutor will help improve the student’s academic performance; neither will be liable for any poor academic results. You are liable to pay tuition fees for any lesson conducted by the tutor. We have a feedback system in place to help us recommend quality tutors, provided that your requirements are not too stringent. We appreciate your help in providing us accurate and unbiased feedbacks so as to be fair to the tutors.

Tuition fees

Tuition fees are charged based on the rate per hour agreed among the three parties - client, tutor and the agency. There is no free trial lesson.

Tuition rates

The tuition rates we offer you are quoted directly from the tutors. The tuition rates we publish on our website are averages of the quotes for the past 12 months. Although it serves as a good guide for both customers and tutors, we do not guarantee that all tutors would quote within the range. Upon acceptance of the tutor for your assignment at an agreed tuition rate and schedule, you are not allowed to renegotiate the rate with the tutor. If you renegotiated a lower tuition rate with the tutor, the original rate agreed with coordinator or agent will still remain as the official rate, which is still applicable to the commission calculation that we collect from you. You shall inform us immediately if the tutor tries to renegotiate (higher) the tuition rate or schedule before completion of 4 weeks of lessons.

Commission

Commission is the agency's earnings. We do not charge you (the client) the commission. It is a levy on tutor's earnings instead. Important to remember: This commission must be paid by you, directly to the agency's account, as part of the tuition fees you are supposed to pay. The commission amount is 50% of the first 4 weeks tuition fees calculated based on agreed frequency and rate. This is the first payment you will be making after 2 weeks of tuition. As it is part of the tuition fees, sometimes, client may pay this to the tutor mistakenly.

The amount of commission is usually 50% of the tutor's 1st month earnings. It can be more, or less than that. The amount we charge them will be pre-determined between the agent and the tutor before 1st lesson commenced. Whichever amount is settled, the agent will be collecting the tuition fees from the client directly instead of the client paying the tutor directly. Until the commission amount is fully paid as tuition fees, then can the client start paying the tutor directly. If the client pays the commission directly to the tutor, the client is liable to make another payment to the agent, regardless of whether the client is able to retrieve the money back from the tutor.

Example:

A tutor is engaged based on $30/hr ($45 per 1.5 hr lesson) for 8 lessons every 4 weeks frequency.

The tuition fee every 4 weeks is calculated to be $45 x 8 = $360

Commission is 50% x $360 = $180

This $180 will be paid by you directly to the agency account after 2 weeks of tuition (4 lessons).

Payment Terms

Once you confirmed a tutor, a schedule and a start date with the agency, please ensure the first lesson is carried out fully to give the tutor a chance to prove his or her ability to carry out the lesson. If the first lesson is ended early with no fault on the tutor's side, and for no understandable reason, the agency has the right to charge full lesson fee amount for the first lesson. After the first lesson, if you decide to discontinue lessons with tutor, you need to inform the agent or coordinator and make the payment of one lesson to the agency's account. If you choose to continue lessons that tutor, then you can choose between two form of payment terms:

(1) Pay Every 4 Weeks:

Example:

A tutor is engaged based on $35/hr ($52.50 per 1.5 hr lesson) for 4 lessons every 4 weeks frequency.

The tuition fee every 4 weeks is calculated to be $52.50 x 4 = $210

Commission is 50% x $210 = $105

This $105 will be paid by you directly to the agency account after 2 weeks of tuition (2 lessons).

You will then pay another $105 to the tutor after the 4th week (4th lesson ended).

After that, you will pay $210 directly to the tutor every 4 weeks of 4 lessons.

Pros and Cons: can consolidate payment but you need to keep good records and count the lessons conducted.

(2) Pay Per Lesson:

Example:

A tutor is engaged based on $25/hr ($50 per 2 hr lesson) for 4 lessons every 4 weeks frequency.

The tuition fee every 4 weeks is calculated to be $50 x 4 = $200

Commission is 50% x $200 = $100

This $100 will be paid by you directly to the agency account after 2 weeks of tuition (2 lessons).

Thereafter, from 3rd week onwards, you will pay $50 on every lesson to the tutor

Pros and Cons: no hassle of recording how many lessons down but you have to prepare the money before every lesson.

Payment Modes

There are three ways of payment modes:

(1) Cheque Payment
(2) Bank Transfer or Cash Deposit
(3) Cash Collection (Sat or Sun only)

For more details and instructions, please go to payment page.

Waived Agent Fee

For any tuition assignment, an additional agent fee of $100 is chargeable. This $100 is automatically waived for client who follow and act accordingly to our terms and conditions. The $100 agent fee is automatically imposed on client whose required payment is overdue or refuse to act in accordance to our terms and conditions. The reason why we impose this act is to prevent client who would abuse the tutors' service. We hope for parents understanding why this term is so important, not only to us, but also to yourself. Explanation: Tutors who provide tuition service are sometimes treated very unfairly by the person who employed them. It can be last minute lesson cancellation or delayed payments. The tutors will be very demoralised. If many client acts in this manner, it creates a very bad reputation country-wide causing good potential tutors not to become tutors in the first place. This results in a bad market supply, unknowingly. Our thinking is, the more good tutors in home tuition market supply, the more competition and the lower the tuition fees, which benefits everyone. Just remember, under normal circumstances, you are only required to pay tuition fees for the number of hours of lessons given by the tutor.

Contract (for long term assignments)

Long term assignments are any tuition intended for longer than 3 months period. Once the client has given a verbal or written (SMS, whatsapp message, email) confirmation to book the tutor in quote, there is a binding contract to complete one full lesson (full duration pre-agreed) and you may only request a change of tutor or terminate the tuition only after that 1st lesson. If a postponement that resulted in cancellation or a cancellation is made during or before the 1st lesson even commenced, the 1st full lesson will be charged as an administrative fee. However, the tutor, once agreed to take up your tuition assignment, is supposed to complete 4 full weeks of lessons without changing the agreed tuition rate and schedule. After the 4 weeks commitment, the tutor is free to terminate the assignment. Even though, our tuition agency does not expect the tutors to do so and we encourage you to feedback to us if this happens. We will review your case and make appropriate recommendations.

Contract (for short term assignments)

Short term assignments are any tuition intended for a period of 1 to 3 months. There is a contractual period of 2 full weeks of tuition. Once the client has given a verbal or written (SMS, whatsapp message, email) confirmation to book the tutor in quote, a contractual period of 2 full weeks of lessons commitment is binding. If the tuition is confirmed with a frequency of 2 lessons per week, it means the contract is that the client has to fulfill 4 lessons in total. If a postponement by the client, that results in cancellation or a cancellation is made, resulting in no or less lessons able to be carried out by the tutor/student, the client is liable to pay for an administrative fee which is equivalent to 2 full weeks of tuition, irregardless of whether any tuition has been carried or not. However, the tutor, once agreed to take up your tuition assignment, is supposed to complete 4 full weeks of lessons without changing the agreed tuition rate and schedule. After the 4 weeks commitment, the tutor is free to terminate the assignment. Even though, our tuition agency does not expect the tutors to do so and we encourage you to feedback to us if this happens. We will review your case and make appropriate recommendations.

Contract (for "Crash Course" assignments)

"Crash Course" assignments are any tuition intended for a period of up to 5 weeks of tuition. There is a binding contract of 100% of the confirmed period of tuition. Once the client has given a verbal or written (SMS, whatsapp message, email) confirmation to book the tutor in quote, 100% contractual period is binding. If a postponement by the client, that results in cancellation or a cancellation is made, resulting in no lesson or less lessons able to be carried out by the tutor/student, the client are liable to pay for an agent fee which is equivalent to 8 hours tuition fees, in addition to any pre-agreed commission plus the amount of fees charged under the actual number of hours of tuition, irregardless of any amount. For example, a scenario where a crash course tuition is confirmed for 10 lessons of 2 hours for 2 weeks at a rate of $50/hr and a pre-agreed commission of $120, and if the lesson is terminated after 2 lessons (4hrs) are carried out, a total of 8 hours agent fee ($400) plus the pre-determined commission ($120) plus 4 hours tuition fees carried out ($200) - total $720. In this scenario, the client is liable to pay a total amount of $720. The reason for such enormous amount imposed is base on the opportunity costs suffered by both the agency and the tutor.

Place of Tuition

By default, it is the client's current residence. Otherwise, you shall indicate a suitable location for proper conduct of lesson. If you wish to do it at the tutor’s residence, it is subject to the tutor’s approval (most tutors don't). Tuition fees shall be paid in advance if place of tuition is not at customer’s current residence.

Tutor Database

We provide this online database as a free 24/7 service to our tutors and customers. Toptutors shall not be liable for your losses, inconvenience due to a service downtime. Toptutors do not guarantee the accuracy of the tutors’ information. We appreciate your help to indicate any inaccurate information.

Shortlisted Tutors

Toptutors website provides a shortlist function where you can submit a list of preferred tutors that you found from our database. Toptutors does not guarantee that you will be assigned your preferred tutor(s).

First Lesson Importance

Upon acceptance of the tutor assigned to your assignment, the date and time of the first lesson must be fixed and adhered to. You are expected to check the visiting tutor’s NRIC and the relevant certificates if we are unable to provide scanned copies. It is your responsibility to inform us early if there is a need to postpone the first lesson unless for extreme cases e.g. student is suddenly ill.

Cancellation of Assignment or Lesson

You shall at least inform the tuition coordinator in charge, or the tutor, if you wish to postpone or cancel a lesson or the tuition assignment. If you wish to postpone or cancel a lesson that is less than three hours away to the start time, you shall be liable to pay for a fee for loss time (base on tuition rate) and transport cost to the tutor. The amount payable should be at least $20, or up to a maximum of $50, depending on the waiting time at the student's door, location of tuition and the transport costs. The amount payable should be decided by the coordinator as he or she is the neutral party. The client shall pay this amount in cash immediately on the tutor's next visit to the house. If there is no more next visit, due to a cancellation of assignment, the parent has obligation to make a bank transfer directly to the tutor's designated account, or the tuition coordinator's designated account. If there is a delay in payment for this, for more than 21 days from the day of occurence, the client is liable to make an additional fee of minimum $100. This $100 will be served as our agent coordinating fee. The tuition agency or tutor then has the rights to launch a legal claim of the total amount liable at the Small Claims Tribunal, or Subordinate Court.

Lesson Monitoring

We will monitor the lessons for the first 4 weeks by sending SMS reminders and making calls to ensure that the scheduled lessons are conducted on time and smoothly. We shall not be liable for any inconvenience caused.

Feedbacks

Feedbacks shall be gathered from the student, and also the parent if the parent is the main point of contact. If negative feedbacks are gathered, we will give the tutor a chance to dispute with us.

For Tutors
Registration Requirements

Registering for a Toptutors account is free. You must be at least 18 years old with a minimum qualification of O-level or diploma and reside in Singapore. Toptutors reserve all rights to reject your application.

Tutor Account

You will gain access to your tutor account (also known as Toptutors account) upon completion of the tutor registration process. You shall account for all activities that occur under your account access. Hence, you are responsible for keeping your account and password confidential and for restricting access to your computer. You shall immediately inform Toptutors of any unauthorised access of your Toptutors account. Toptutors reserve the rights to ban or terminate your account at any circumstance. You are not allowed to register again if your tutor account has been terminated.

Tuition Requests

Tuition requests from our customers will be made available to you via SMS, email or phone calls. You accept and allow us to send you tuition requests at any time. When a tuition request is received, you shall response via the same channel with at least a quote of tuition rate per hour. You need not respond to the tuition request if you are not interested in it. Hesitant response may lower the chance of getting the assignment. Responding to any tuition request does not guarantee that you will be offered a tuition assignment. You may stop receiving tuition requests via SMS and emails if you set your tutor account to inactive. We still reserve the right to send any form of requests to any inactive tutor account at any time. To understand further how we manage our tuition requests, just read our frequently asked questions.

Tuition Assignment Offer and Acceptance

After making a quote, you have a chance to receive an offer of a tuition assignment. When receiving an offer from us via SMS or email, you can either accept by replying or reject by ignoring. Hesitant reply may lower the chance of getting the assignment. By you accepting the offer, binds you to a 4-week commitment, but does not bind us to this commitment. We and our customers still reserve the right to terminate the tuition assignment at any time.

Receiving assignment updates via SMS texting

With an active tutor account, you will receive SMS text on tuition assignments on daily basis. At the time when you submit the tutor registration form, you have agreed to receive SMS text from us any time between 730am to 1030pm daily. Each assignment is usually represented by one SMS text, within 160 characters. To cut down spam and the usage of characters, we usually don't sign off in the SMS as TopTutors. However you can easily identify us by the Reference Codes we input in our SMS text. It is in the form of REF CODE: T01 to REF CODE: T99.

Applying for tuition assignments via SMS texting

To apply for assignment, you are required to reply with the REF CODE and the respective details we asked for, in the text we sent. You have to reply to the exact mobile phone which sent you the updates. Please ensure the correct REF CODE is included in your text reply, with no spacing in between. We will only contact shortlisted applicants. Therefore, if you applied for an assignment by replying to the SMS text, but you receive no response to us, please understand that we have definitely seen your application. It's just that we can't be spending the resources on replying back to every unsuccessful applicants. If your application fails almost all the time, you may want to login to your tutor account to update your profile, or lower your expectation of tuition rates based on your qualifications and experience.

To unsubscribe from assignment updates, you can send a text reply with "UN" or "unsub". Please allow us up two working days for it to be in effect. Your account will be deactivated until you contact us again to re-activate.

Tutor Profile

You must submit and maintain an accurate tutor profile about yourself only. We are not and will not be responsible for all the contents that you post, upload, email, transfer or lose in your tutor profile. You shall not post contact details such as contact numbers, email address, website address, into your profile fields that will become viewable by the public or any site visitor; failure to comply may result in termination of your tutor account. A tutor profile includes necessary information about you such as name, NRIC number, and date of birth, gender, photograph, address, email, contact numbers, occupation, detailed qualifications and relevant experiences as a tuition teacher, area(s) and subject(s) preferences.

Qualifications, Certificates and Identification

The details of your qualifications submitted in your tutor profile must tally with genuine certificates in terms of school, level, title, subjects, grades, year, and so on. Toptutors reserve all rights to request or demand scanned copies of your original certificates and NRIC for verification purposes. You are expected to be proactive in getting these verifications done by sending copies of your original certificates and NRIC via WhatsApp to +65 9799-9901 or via Email; immediately after your tutor account is registered. You will have higher chance of being offered a tuition assignment if both verifications are done early. You accept that only Toptutors administrative personnel such as managers, administrators, coordinators will ask for copies of your original certificates and NRIC. TopTutors reserve the right to send copies of your certificates to prospective client. We will handle but shall not be liable for any breach of privacy policy by our own coordinators or customers that may result in your loss.

Commitment Requirements

Tutor’s refusal to abide to the following requirements shall result in tuition fees forfeited. Upon acceptance of an offer, you are required to commit to the tuition assignment for a minimum of 4 weeks tuition without changing any lesson timing. You are not allowed to make any changes to the tuition arrangement. If you wish to initiate slight changes to tuition arrangement, just consult and seek approval from TopTutors. You are not allowed to initiate any changes to the customer directly, bypassing our coordinator. Toptutors only accept official medical certificate or other official proofs of emergency cases as an excuse in lesson postponement. Although there is no requirement for tutor’s commitment longer than 4 weeks, tutor is expected to commit themselves further so as to ensure the student receive regular tuition. Therefore, postponement or cancellation of lessons or cancellation of assignment is strongly discouraged, especially when it is near the examination period. This will be strictly monitored by our Toptutors feedback system.

First Lesson

The first lesson is very important because it leaves a strong impression of you and the agency. Upon acceptance of the offer, you are not allowed to change the date and time of the first lesson, unless it is initiated by the customer, or you really have proper reasons. You are expected to call the customer just one or two days before the first lesson to re-confirm the tuition subject(s) and lesson time. You are not allowed to re-negotiate the agreed tuition rate. WeYou are required to bring your NRIC and original certificates to the first lesson and show to the clients without request. Failure to attend the first lesson will lead to the termination of your tutor account. This will be evaluated on a case-by-case basis.

Commission

We collect 50% of tuition fees for 4 full weeks of given lessons from the customer on your behalf as a commission from you. The commission must be collected directly from the customer by our manager at the end of 2nd week’s lessons. You may start collecting tuition fees directly from the customer from 4th week onwards. The amount of commission will not be affected by lesson postponement or cancellation due to any reason. However, it may increase or decrease proportionally if there is any change in tuition frequency or the tuition assignment is terminated, before the 4 full weeks of lessons are fulfilled. If such a situation occurs, Toptutors will collect from or pay you the prorated amount. Toptutors will not be liable for any unforeseen or uninformed changes. If the customer cancelled the assignment before 4 weeks of lessons are completed, and then suddenly contact you personally to continue the assignment, you are still liable for 50% commission for a total of 4 weeks of given lessons. When such situation occurs, you are obligated to let Toptutors know immediately. Any attempt to keep it from us is considered cheating and shall result in the termination of your tutor account. We reserve the rights to let the client know and replace a tutor without notice.

Cancellation of assignment and penalty

Please think twice before taking up an assignment. Think through whether you can commmit to the student to the end of the final exams. If you are unsure of yourself, please let another tutor have the chance. Apply for assignments only when you are sure of your commitment. Once the tuition assignment is confirmed, you are not allowed to cancel the assignment until 4 weeks of lessons are completed. If a termination is required by the tutor, the tutor has to compensate the full commission or 2 weeks worth of tuition fees. In an event such that the tutor tries to initiate a termination to the agent, after realising that he/she has to compensate, the tutor can choose to continue with the tuition assignment until 4 lessons are completed. However, as such initiation is made already, if the tutor reveals this intention to the client, or do not perform well, or late for the first lesson, or in any other way, result in a termination by the client, the tutor will be liable to compensate 4 full weeks worth (double) of tuition fees from the tutor. We treat our tuition asssignments seriously and are hopeful that with such measures in place, we can prevent irresponsible tutors. We will proceed with legal actions to ensure such measures are carried out strictly. After the 4 weeks commitment, you are free to cancel the assignment. Even though, our opinion is such that a responsible tutor shall commit to the tuition assignment until the end of the student’s final exam(s), or at least the mid-year exam(s) if applicable. Hence, your commitment towards the assignment will be monitored till the assignment is terminated or the student’s next major exam(s) is/are over, whichever is earlier. In this case, Toptutors have higher expectations for full time tutors.

Cheats

Common cheating cases such as an attempt to offer customer tuition discount so as they would fake an early assignment cancellation for the sake of lowering the commission levied on you, or include your contact information in your tutor profile that is viewable by the public. You will be liable in compensating our losses and your tutor account will be terminated if caught cheating.

Tutor Conduct & Customer’s Complaints

Penalties will be imposed on tutors who show poor conduct. Being unpunctual, having improper dressing, showing poor commitments such as postponing or cancelling lessons, or not concentrating on lesson are common signs of bad conducts. Any complaints or feedbacks received from customer will be recorded and you will be given a chance to comment, explain, or dispute. Vice versa, rewards will be given to tutors who show good conduct and receive good feedbacks. We reward tutors with priority to get better benefits in future with us e.g. more tuition assignments.

For Coordinators

As coordinators employed by Toptutors, you shall be committed to serving as a point of contact between customers and tutors whenever required. You shall abide to Toptutors privacy policy. You are not allowed to edit, copy, forward or use the tutor’s data except for the purpose of Toptutors tuition coordinating operations. You are not allowed to use or disclose tutors’ data for your own agenda such as clinch tuition assignments, which are not under Toptutors’ jurisdiction. If found out, you will be liable to a penalty up to S$2000 and immediate dismissal. Your earnings will be based on a percentage portion of the commission levied on the assigned tutor. This percentage is determined prior to employing you. We reserve the rights to change this percentage at any time.

Links to External Sites

You may find links to external sites not under our jurisdiction. We put these links in our websites because they may be useful resources to you. Toptutors does not guarantee the availability or uptime of these external sites and shall not be responsible for any damage or loss caused through the use of or reliance on the contents, goods or services available through these sites.

Intellectual Rights

The contents and graphics on this website are protected by copyrights and other form of proprietary rights.

All materials found in this site must not be used or reused by any individual or party outside Toptutors without prior permission.

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