Terms & Conditions

1. Agreement to Terms

By accessing or using Polo Tutors' services, you agree to be bound by these Terms and Conditions. If you disagree with any part of these terms, you may not access our services.

2. Services Description

Polo Tutors provides personalized tutoring services including:

• Expert tutor matching based on student needs and curriculum
• Personalized learning plan creation and delivery
• Online and in-home tutoring sessions
• Progress monitoring and academic support

3. Matching Process

How It Works

1. Parents submit a match request with student information
2. Our team reviews and matches with a qualified tutor within 24 hours
3. Parents receive a personalized learning plan via email
4. Parents review andaccept the plan (or request a different tutor)
5. Payment is made and tutoring sessions begin

Rematch Policy

If you are not satisfied with your matched tutor, you may request a different tutor up to 2 times at no additional cost. Rematch requests must be made within 7 days of receiving the learning plan.

4. Pricing and Payment

Pricing Structure

• International Curricula: KES 1,500 - 4,500 per hour
• Kenyan Curricula: KES 1,000 - 2,250 per hour
• In-Home Sessions: Additional 50% premium

Payment Options

We offer two flexible payment options:

• Package Sessions (Recommended): Save 5-10% with 8 or 12-session packages. Payment due when first session begins.
• Pay-Per-Session: Pay for each session when it begins. No upfront commitment, standard rates apply.

Payment Methods

We accept M-Pesa Paybill and bank transfers. Payment details will be provided in your learning plan. Always confirm payment via WhatsApp or email.

5. Cancellation and Refund Policy

Session Cancellations by Parents/Students

• 24+ hours notice: Free rescheduling to another available time slot
• 6-24 hours notice: May be rescheduled subject to tutor availability (one-time courtesy per month)
• Less than 6 hours notice or no-show: Session charged in full, no rescheduling

Session Cancellations by Tutors

• If a tutor cancels, you receive a free makeup session or full refund
• Immediate notification and alternative arrangements offered

Refund Policy

Package Sessions:

• Full refund if cancelled before first session (with 24+ hours notice)
• After package starts: Unused sessions refundable with 1 week written notice, minus 10% administrative fee
• Completed sessions are non-refundable

Pay-Per-Session:

• 24+ hours notice: Full refund or reschedule
• Less than 24 hours: No refund
• Completed sessions: Non-refundable

Refund Processing: All approved refunds processed within 7-14 business days via M-Pesa or bank transfer.

6. Parent and Student Responsibilities

• Provide accurate information in match requests
• Ensure student attends scheduled sessions
• Provide necessary learning materials and resources
• Maintain respectful communication with tutors
• Make timely payments according to agreed schedule

7. Tutor Responsibilities

• Maintain professional conduct at all times
• Arrive punctually for all sessions
• Prepare lesson plans aligned with curriculum requirements
• Provide regular progress updates to parents
• Maintain student confidentiality

8. Intellectual Property

All content, materials, and resources provided through Polo Tutors remain our intellectual property or that of our tutors. Materials may not be reproduced or distributed without permission.

9. Limitation of Liability

Polo Tutors provides matching and administrative services. While we carefully vet our tutors, we cannot guarantee specific academic outcomes. We are not liable for any indirect, incidental, or consequential damages arising from use of our services.

10. Dispute Resolution

Any disputes arising from these terms will be resolved through good-faith negotiation. If resolution cannot be reached, disputes will be settled under Kenyan law in Nairobi courts.

11. Changes to Terms

We reserve the right to modify these terms at any time. Significant changes will be communicated to active users via email. Continued use of services after changes constitutes acceptance of new terms.

12. Contact Information

For questions about these Terms & Conditions, contact us: