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Students and Parents FAQ

Payments

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How do I pay my tutor for a lesson?

All your payments are processed through the HeyTutor platform. Before you book lessons with a tutor, you must add a verified payment method to your account. You will be unable to exchange contact information and schedule tutoring lessons without payment information on file. 

We will automatically charge you for a lesson 48 hours after the lesson has taken place. You will never be charged before a lesson. 

When will I be charged for my lesson?

You will be automatically charged for your lesson 48 hours after the lesson is completed. You will receive a courtesy email breaking down your lesson before being charged.

What is HeyTutor’s cancellation policy?

We allow tutors to set their own cancellation policy. You can view each tutor’s policy on their profile page. 

You will not be charged if you cancel a lesson within your tutor’s cancellation period. If you cancel after this period, your tutor has the ability to charge you for a lesson.

Tutors

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How do I write a review for my tutor?

Once you are logged in, head to the Lessons & Billing tab on your profile. From there, find the tutor you would like to review and click on the “Write Review” button. Reviews can be added up to 14 days after the lesson has been submitted. We encourage you to leave reviews so that other HeyTutor users can see how well a tutor is performing.

Where can I meet with my tutor?

You can meet your tutor at your place of residence, your tutor’s place of residence, a public meeting place such as a library or coffee shop, or even online. Your tutor’s potential meeting locations will be displayed on their profile. We recommend you discuss meeting spots with your tutor before you book your first lesson.

How do I find a tutor?

There are three ways you can find a tutor on the HeyTutor platform.

  • You can browse tutor profiles on the tutor marketplace section of the website. From here you can see their areas of expertise, hourly rates, and when and where they are available to meet. If you see a tutor who you think would be a good fit, you can send them a message through their tutor profile. 

  • You can post a public job advert which tutors will be able to see. We recommend making your job advert as detailed as possible so that you are only contacted by relevant tutors. 

  • Sign up for HeyTutor pro, and let us do the work for you. Our team of experts will handpick qualified tutors, with a complementary background check included. Let us know what kind of a tutor you’re looking for, where you want to meet, and your designated HeyTutor rep will make it happen.  

What options do I have to filter my tutor search?

When searching for a tutor on the tutor marketplace, you have the option to filter potential tutors based on the following.

  1. Tutor location – radius from your home address.

  2. Price – the tutor’s hourly rate.

  3. Availability – the time of day a tutor is available to teach lessons.

  4. Gender – whether you’re looking for a male or female tutor.

  5. Age – Specify the age of the tutor you’re looking for.

How do I message my tutor?

You can message your tutor by clicking on the “Message” button displayed on their tutor profile.

How do I order a Background Check for a tutor?

We understand that you may want the tutor you work with to have a background check. You have the option to request a background check on a tutor of your choosing by clicking on the “background check” link below your tutor’s hourly rate. 

If a tutor already has a verified background check on file, HeyTutor will display the background check date.  

Please note, for your safety and security, tutors who fail a background check are removed from the HeyTutor website with immediate effect.

What do background checks screen tutors for?

All of our background checks are processed by a GoodHire Inc. (www.goodhire.com). Upon purchasing a background check, GoodHire will screen for: 

  • National Criminal Records Check

  • Social Security Number Trace & Address History Trace

  • Sex Offender Watch List & Terrorist Watch List (OFAC)

If a tutor is not cleared by GoodHire they will be removed from our platform. 

Account

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What is my student dashboard?

The Student Dashboard is your personal homepage. From here, you can message tutors you have had lessons with, edit your account information and profile, and respond to any pending notifications. You can also search for additional tutors, rate your previous lesson, and start a conversation with any tutors who have messaged you by checking the “Interested Tutors” tab.

How do I update my payment information?

You can update your payment information by clicking on the “Payment Information” tab on your . From here you can edit or add payment types. Please note, you must always maintain at least one valid payment method.

How do I reset my password?

You can reset your password by clicking on the “Password” tab via your Edit Profile link.

How do I delete my account?

If you wish to delete your account, please email us at info@heytutor.com

Why can’t I give my email address or phone number to my tutor?

All communication with your tutor should be done on the HeyTutor platform. To protect your privacy and security, we do not allow contact information to be shared between tutors and students  until you have a verified payment method on file. 

This helps protect both parties in the event of scheduling mistakes, pricing disputes and cancellations.

How do I edit my profile?

After you have logged into your HeyTutor account, you can edit your profile by clicking on the link with your first and last name in the upper right hand corner.  

On your dashboard, click the button in the upper right hand corner with your first and last name. 

You can edit your name, email address, phone number and other personal details on this page.

To edit your payment method, click on the “Payments” tab.

How do I file a dispute?

If you are not satisfied with a tutor or a lesson, you may file a dispute on the disputes page. Our team will then investigate your claim. You can also email us at info@heytutor.com.

Misc

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Can I book online lessons using HeyTutor?

You can schedule online lessons with your tutor using third party applications like Skype, Google Hangouts, and FaceTime.   

What is HeyTutor’s Happiness Promise?

In order to ensure that you are 100% satisfied with your tutor, we offer a Happiness Promise. 

Your first hour of tutoring with a new tutor is protect by our Happiness Promise. If you are not satisfied with your lessons, simply let us know and we will issue a full refund for that lesson. 

What is the difference between HeyTutor and HeyTutor Pro?

HeyTutor Pro is our premium service that contains a ton of extra benefits.

  • Save time by letting the HeyTutor team shortlist potential tutors for you

  • Only work with our very best talent

  • All HeyTutor Pro tutors have a complete background check 

To learn more about HeyTutor Pro, please visit the HeyTutor Pro page