Frequently Asked Questions

To assist you with any queries, we’ve prepared this FAQ’s fact sheet. If you can’t find what you’re looking for please let us know by emailing us at nat@needatutor.com.au.


We are only too happy to assist you.

What is Need a Tutor About?

Need a Tutor aims to connect Tutors with Learners online by providing a platform to conduct skill and subject sessions via our safe, secure video platform. Need a Tutor has been purpose built to allow anyone to learn any skill, any subject, anytime.

As a Learner

Why can't I book a Tutor without signing in first?

You can view any Tutors' profile, however in order to ensure maximum security we require a sign up before any communication can be made. Once signed up, you can then message a Tutor regarding your requirements and proceed to book them if you wish. It is free to sign up and ensures communication through the site is purely for tutoring purposes. No payment details are requested until a booking is made so you can sign up with confidence.

How do I find a suitable Tutor?

Simply view our Tutor Board™ and conduct a search to find a suitable Tutor. You can refine your search based on expertise and Level required. Once located you can view the tutor’s profile, book a suitable session and contact through our messaging service simply by logging in.

For detailed instructions on holding a session once booked click here.

How do I book a Tutor?

Please register on the site and select your Tutor from our Tutor Board™. Once selected you can book per their available calendar. When your booking has been accepted, both yourself and the Tutor will receive a confirmation email.

The email will have detailed instructions and a link to run your Connectivity Test.

A text reminder will then be sent to your phone 15 minutes BEFORE the scheduled session whereupon you will need to log into the Need a Tutor platform and select the 'My Sessions' tab.

The session will countdown to "Join Session" 60 seconds before scheduled whereupon you are able to join the session with your Tutor.

Payment is held in escrow until the session has been conducted. Once successfully held, the fee is then paid to the Tutor.

If you want to view instructions on how a session is held click here.

Can I contact a Tutor before I book them?

Once you register as a Learner on the site you can contact a Tutor via the internal messaging system prior to the session being booked. Simply log into the site, whereupon you can message a Tutor as often as required. Personal details are not shared therefore all communication must be made through the Need a Tutor messaging system.

See detailed instructions on messaging and entering a session here.

How far in advance do I need to book a Tutor?

The booking schedule is available 4 weeks in advance. We suggest you book as early as possible to avoid your Tutor not being available at the time and date you request.

Do I need to pay in advance?

As soon as you book a session, your Tutor is committed to you and cannot book another session in your time slot. You are required to pay for it online via the payment methods available to you. The money is then held in escrow until the session is provided. The money is transferred to the Tutor only after your session is successfully held. This acts as payment guarantee only if service is provided to your satisfaction.

How long do sessions run for?

Sessions run for a total of 58 minutes. You will be alerted via SMS 15 minutes prior to the booked start time. To commence your session you will need to log into the Need a Tutor platform and select the 'My Sessions' tab. The session will countdown to open 60 seconds before scheduled whereupon you are able to join the session with your Tutor.

One minute prior to the end of your session your video will disengage (this allow Tutors to prepare for their next session). There will be a countdown display to signal this allowing you to wrap up.

For detailed instructions on holding a session with your Tutor after booking, click here.

What if I am living in a different time zone to my Tutor?

You will need to select a time zone when you set up your profile under ‘Account Settings’. The platform will prompt you to complete this. The booking and session times will automatically adjust to your Tutor's time zone.

What happens if the video technology doesn’t work?

We have engaged the latest video technology and will continue to upgrade, however from time to time there may be unforeseen drop outs due to connectivity issues beyond our control. We strongly advise you run the following test to ensure you have the correct bandwidth to run a session adequately. This is a simple test that takes less than 1 minute to perform.

ConnectivityTest

 

We have designed the platform to ensure even though visual technology may temporarily drop out, audio should remain until visuals are restored.

If video drops out please refresh the browser. Continue to refresh browser as often as needed.

On the rare occasion the video technology does not connect after 5 mins please abandon the session and contact us on nat@needatutor.com.au so we can investigate.

What if my session starts late?

You will be alerted via SMS 15 minutes prior to the start time. Video sessions will run per the booking time so it is suggested you are at your computer, logged in and ready to start just prior to your booked time. No refunds or considerations if sessions are attended late by the Tutor or Learner.

What if I need to change the time after booking a session?

In this event, please contact your Tutor directly through the messaging system in your profile to request a reschedule. Changes are allowed providing the tutor has that timeslot available AND there are more than 48 hours left before the booked session is scheduled to commence. The tutor is notified about this change and will confirm if available. Please see terms of service here.

What if I need to cancel after booking a session?

As a Learner if you cancel a booked session more than 7 days from a scheduled session you will receive a full refund. If you cancel a booked session between 7 days and 48 hours before a scheduled session you will receive a full refund for the paid session and you will be charged a separate booking fee equivalent to 20% of the session fee (plus GST). If as a Learner you cancel a confirmed booking less than 48 hours (less than 2 days) from the scheduled session or you don’t present online, you will be charged the full session price. There is no refund in this circumstance. An alert notice will appear when you try to cancel a confirmed session less than 48 hours prior to being held. Please ensure you message your Tutor to rebook if necessary. Payments for missed sessions are not reusable, refundable, or transferable. Please see full cancellation policy here.

Why do you need my personal details?

To ensure streamlined communication and to ensure an easy system for booking and payments we require this information. We only request necessary personal information and these details are never shared or sold.

Is this site secure?

Need a Tutor has state of the art technology to ensure your personal details are safe. We will not share your details with anyone. Your banking and account details are held by a third party secured escrow service Assembly Payments: https://assemblypayments.com/ The security on all payment information is encrypted and held securely for your peace of mind. 

What payment methods do you accept?

We only accept credit card as the preferred payment method at this time.

Can I be both a Learner AND a Tutor?

Yes! We encourage everyone to be a Tutor as well as a Learner.

What if I can’t find the skill/subject I’m looking for?

We are constantly building our list of Skills and Subjects however sometimes you may not find what you are looking for. In this event, please let us know either by emailing us at nat@needatutor.com.au or letting us know through the site. We will endeavor to find someone for you as best we can. We constantly update our Skills and Subjects list so keep revisiting the site.

What if I have a complaint?

Please feel free to contact us on nat@needatutor.com.au.

How do I start a session?

You will receive an SMS reminder 15 minutes prior to your scheduled session.

Ensure you log in to www.needatutor.com.au BEFORE your session is due to commence.

Select ‘upcoming session’ tab where all your booked sessions will display.

We strongly suggest you 'run test' to ensure your connectivity is optimised.

Once the scheduled session time has commenced you will see a timer count down for 60 seconds whereupon the session will be open. Select ‘Join Now’ and the video link will automatically connect.

Refresh browser should you lose connectivity at any time throughout the session.

See detailed instructions here.

What are the minimum requirements for clear video link?

The minimum bandwidth requirement for video is 700 kbps and for audio it is 100 kbps. Slower speeds will work, however you may experience issues with video and audio quality. Chrome and Firefox browser settings will ensure optimal video and audio quality.

What devices are suitable for Need a Tutor?

Need a Tutor video sessions are best held on PC or Laptop as this provides the best resolution for our video link technology. You can search a Tutor and Sign up / Log in on mobile devices, however bookings for Tutors will need to be made via PC or Laptop.

How do I hold a session with my Tutor?

Once a session is booked and both you and your Tutor have been sent confirmation emails, you may message each other as often as required via signing into the Need a Tutor platform and click on 'Upcoming Sessions' tab. Your tutor session will be visible and the messaging function active. You will need to log into the site to receive replies using the same instructions.

For detailed instructions on how to hold a booked session please click here and print out your 1 page instruction guide.

Why can't I book a Tutor with less than 24hrs notice?

Many of our Tutors have full-time jobs and require adequate time to confirm and prepare for sessions. For this reason we do not have last minute bookings (under 24hrs)

 

As a Tutor

How do I become a Tutor?

Simply sign up on our site to become a Tutor. You will need to be over 18 years of age. You will be asked to set up a profile, which will take around 10 minutes. On your profile, you will be requested to supply information to allow Learners to search for you on our exclusive Tutor Board™. This includes your 'Expertise' (what subject or skill you teach) and the (optional) 'Level' you teach  (i.e: Grade 2, grade 12 etc.)

You will set the available times on your calendar where Learners can then select appropriate times that suit them to book you. If you do NOT set availability times - you will not be visible on our Tutor Board™

Please use the 'recurring' button (green) to enable your available times to repeat automatically each week. This means you will remain visible to Learners on our Tutors indefinitely (simply 'edit' to change this) 

Once your profile is complete, you may receive bookings or communication from prospective Learners through our site.

To see comprehensive instructions on how to hold an actual session click here

What do I pay to be a Tutor?

It is free to be a Tutor at Need a Tutor. We do not charge any subscriptions. You decide what you want to charge bearing in mind that many Learners are market sensitive and you may not receive many bookings if you over price your services. We do however request that you show up on time and conduct the best session possible.

Can I be both a Learner AND a Tutor?

Yes! We encourage everyone to be a Tutor as well as a Learner.

How long do sessions run for?

Sessions run for a total of 58 minutes. You will be alerted via SMS 15 minutes prior to the start time. One minute prior to the end of your session your video will disengage. There will be a countdown display to signal this allowing you to wrap up (this allow Tutors to prepare for next session).

For detailed instructions on how to hold a session click here.

What if I am living in a different time zone to my Learner?

You will need to select a time zone when you set up your profile under ‘Account Settings’. The platform will prompt you to complete this. The booking and session times will automatically adjust to your Learner's time zone.

What happens if the video technology doesn’t work?

We have engaged the latest video technology and will continue to upgrade, however from time to time there may be unforeseen drop outs due to connectivity issues beyond our control.

We strongly advise you run the following test to ensure you have the correct bandwidth to run a session adequately. This is a simple test that takes less than 1 minute to perform.

ConnectivityTest

We have designed the platform to ensure even though visual technology may temporarily drop out, audio will remain until visuals are restored.

If video drops out please refresh the browser.

What if my session starts late?

Allowances are made of one minute before the end each session to allow Tutors to conduct back-to-back sessions. Each session will have a countdown before the video disengages. As a Tutor, you need to be ready to join once the session is open. A reminder text is sent to both Tutors and Learners via SMS 15 minutes before session commencement. All sessions are expected to start and finish at the booked time.

What if I need to change the time of a booked session?

In this event, please contact your Learner through the messaging system in your profile. Contact your Learner directly to reschedule. Please see terms of service here.

What if I need to cancel after being booked for a session?

Cancelling sessions can seriously jeopardise future bookings and you may appear unreliable if you cancel too many sessions. Sometimes however, things unforeseen happen and in this event, you will need to contact your Learner as soon as possible by logging into your session details and messaging your Learner. It would be prudent to try and re-schedule the session with the approval of your Learner. Need a Tutor has the right to delete any Tutor found cancelling an unreasonable amount of booked sessions or withhold a cancellation fee. Please see terms of service here.

Why do you need my personal details?

To ensure streamlined communication and to ensure an easy system for booking and payments we require this information. We only request necessary personal information and these details are never shared or sold.Our site is security encrypted and all your information is bound by our privacy policy.

Is this site secure?

Need a Tutor has state of the art technology to ensure your personal details are safe. We will not share your details with anyone. Your banking and account details are held by a third party secured escrow service Assembly Payments: https://assemblypayments.com/ The security on all payment information is encrypted and held securely for your peace of mind. 

As a Tutor, am I employed by Need a Tutor Pty Ltd?

No, Need a Tutor Pty Ltd acts as agent for Tutors to find Learners. It provides a platform for Tutors and to offer services to Learners, and for Learners to access Tutors. 

How/when do I get paid?

Payments to Tutors will be made within 3-5 business days from the session being held (public holiday dates may add to this). We will ask for you preferred payment method and details when you set up your profile so your fee can be deposited once a successful session has been held. We use an approved third party escrow service. If you have not received payment within this timeframe please email us.

How am I paid?

Need a Tutor collect the gross payment from the Learners (as advertised on the Tutor Board) and holds the payment in escrow until the session is held. Payment is then deposited into the Tutor’s nominated bank account as soon as the scheduled session has been successfully completed.

How is Need a Tutor paid?

Need a Tutor does not charge any subscription or membership fees to Tutors. Need a Tutor add 20% to the session price set by the tutor. This total is the price displayed on the Tutor profile and Tutor Board ™. This fee is charged to the Learner. Please read more on our fee structure here.

As a Tutor, what are my tax obligations?

You are not employed by Need a Tutor. Need a Tutor Pty Ltd acts as agent for Tutors to find Learners. It provides a platform for Tutors and to offer services to Learners, and for Learners to access Tutors. Tutors need to meet their own personal tax obligations as per the ATO’s rulings. Need a Tutor requires each Tutor to disclose their individual GST registration status when they set up their account. Need a Tutor then determines the final fee to Learners based on the individuals’ GST obligations. Need a Tutor does not take any responsibility for any individual disclosure information but may be required to supply such information to the ATO if requested.

Some Tutors may require to fill out a Statement by Supplier by the ATO. 

If requested by the ATO, you can send your completed Statement to:

Need a Tutor Pty Ltd

PO BOX 3199

Prahran East

VIC 3181

What happens if as a Tutor I am already registered for GST?

As a Tutor, you will need to disclose this when registering on the Need a Tutor site. Need a Tutor will recover GST-inclusive fees.

What if I am not registered for GST?

If you are not registered for GST, simply tick the ‘no’ box when this question is requested. In this event, you may be required to supply a Statement by Supplier in accordance with ATO regulations. See more here.

Some Tutors may require to fill out a Statement by Supplier by the ATO. 

If requested by the ATO, you can send your completed Statement to:

Need a Tutor Pty Ltd

PO BOX 3199

Prahran East

VIC 3181

What if I have a complaint?

Please feel free to contact us at nat@needatutor.com.au.

How do I start a session?

You will receive an SMS reminder 15 minutes prior to your scheduled session.

Ensure you log in to www.needatutor.com.au BEFORE your session is due to commence.

Select ‘upcoming session’ tab where all your booked sessions will display.

We strongly suggest you 'run test' to ensure your connectivity is optimised.

Once the scheduled session time has commenced you will see a timer count down for 60 seconds whereupon the session will be open. Select ‘Join Now’ and the video link will automatically connect.

Refresh browser should you lose connectivity at any time throughout the session.

Click here for detailed instructions on holding a session with your Learner.

What are the minimum requirements for a clear video link?

The minimum bandwidth requirement for video is 700 kbps and for audio it is 100 kbps. Slower speeds will work, however you may experience issues with video and audio quality. Chrome and Firefox browser settings will ensure optimal video and audio quality.

We strongly suggest you run test HERE to ensure you have the optimal connectivity to run a session successfully.

 

How do I delete my profile?

Sometimes you might need a break from Tutoring. By not choosing any available time slots (edit availability tab on your profile page) you will not be visible on our Tutor Board™. When you wish to resume Tutoring simply re-enter your profile and add available timeslots.

Remember - you cannot remove any time slots that have already been booked by a learner. 

What is a Tutor Board™?

Our Tutor Board™ allows your profile to be visible alongside all other tutors. This Tutor Board™ is where prospective Learners will search for you. Learners can search for Tutors via Keyword (expertise) dates available (availabilities) or they can search by Tutor name.

* Ensure you have dates available for booking in your profile. If you have no dates selected as available to teach - your profile will NOT be visible.

How do I hold a session with my Learner?

Once a session is booked and both you and your Learner will receive confirmation emails, you may message each other as often as required via signing into the Need a Tutor platform and click on 'Upcoming Sessions' tab. Your session will be visible and the messaging function active. You will need to log into the site to receive replies using the same instructions.

For detailed instructions on how to hold a booked session please click here and print out your 1 page instruction guide.

Why can't I be booked within 24hrs?

Many of our Tutors have full-time jobs and require adequate time to confirm and prepare for sessions. For this reason we do not have last minute bookings (under 24hrs) 

Learners need to provide more than 24hrs notice when booking through your availabilities which automatically adjust.

Keep up to date. Join our newsletter here.

© Need a Tutor Pty Ltd 2016. ABN: 50607394776.