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Customer Service for Students

1Choose area for which you need help?

Tutor has not joined the introductory session. What should the student do?
In such cases, the student should wait for the tutor to enter class as follows. If the tutor joins the class after 5 minutes of the scheduled start time of class, penalties with respect to late coming will apply on the tutor. If the tutor doesn’t join the class within 15 minutes of the scheduled start time, please leave the class. Please do not forget to provide feedback via the form MyWebTutor sends you, about ‘No-Show’ by tutor.
How can a student reschedule / cancel a scheduled introductory session?
To reschedule or cancel introductory session, login to MyWebTutor and go to your dashboard. From your dashboard, you can reschedule or cancel your introductory session.
The student has joined the introductory session but due to a technical issue (mic/ speaker not working, slow internet etc.) is unable to continue the class. What should she do?
If problem is not resolvable, inform the tutor and you can end the class before the scheduled time. In feedback form, indicate the reason for early discontinuation of the class.
How can students reschedule a canceled introductory session?
Students can go to their dashboards and request a new introductory session. Please note that other aspects, for example, hourly rate will not change.
Can students take two introductory sessions with the same tutor?
No. Only one introductory session can be taken per tutor.
I am an existing (enrolled) student at MyWebTutor and want to buy another tutoring program. Do I need to create one more account to take introductory session with new tutors?
No, you do not have to register and create a new account. You can request introductory sessions for new tutoring program, through your dashboard or directly through tutor's profile on the website.
During an introductory session, what can the student discuss with the tutor?
During the introductory session, the tutor will teach the topic that the student selected while sending the invite for introductory session. In addition to academics / studies, the student should feel free to ask about the tutor’s teaching philosophy/style, credentials, experience etc.
Can the student discuss fees with the tutor during an introductory session?
Fees can be discussed during the introductory session but cannot be negotiated. This is to ensure transparency in transactions. Tutors are selected for the introductory sessions based upon the hourly fees preferences of the student at the time of shortlisting the tutors.
Can parents meet the tutor during the introductory session?
We strongly recommend that (the student’s) parents interact with the tutor during the introductory session.
What are the policies applicable when students reschedule / cancels introductory session(s)?
Policies for rescheduling/ canceling introductory sessions are as follows:
- If an introductory session is rescheduled or canceled, more than 12 hours in advance before the introductory session, then no penalty is applicable
- If an introductory session is rescheduled or canceled, less than 12 hours but more than 30 minutes before the introductory session, student will be charged 25% of hourly fee with her tutor as penalty
- If an introductory session is rescheduled or canceled, less than 30 minutes before the introductory session or there is No-show by student for the introductory session, student will be charged 100% of hourly fee with her tutor as penalty

Penalties charged for rescheduling/ cancellation are credited to the tutor’s account after adjusting for the MyWebTutor Service Fee. Similar policy applies to the tutors also in case a tutor reschedules or cancels the class. Rescheduling/ cancellation through any other method will not be recognised by MyWebTutor. Penalties will apply based on when is the class schedule updated on the MyWebTutor dashboard.
Can a student change the weekly schedule for a tutoring program?
Yes, student can change the weekly schedule for a program at a later stage if your tutor agrees to the new schedule.
How can a student schedule a class with tutor, outside fixed weekly schedule?
You can send your tutor class scheduling request using your MyWebTutor dashboard. Your tutors can either accept or decline the class scheduling request. Your tutors can also send you a class scheduling request, which you can either accept or decline as per your availability.
Can a student reschedule or cancel pre-scheduled class with tutors?
Yes, you can cancel or reschedule your pre-scheduled class with tutors using your MyWebTutor dashboard. Rescheduling or cancellations are governed by rules including potentially, penalties.
How can a student reschedule a canceled class?
You can send scheduling requests to your tutors using MyWebTutor dashboard. Your tutors can either accept or decline the class scheduling request. Your tutors can also send you a class scheduling request, which you can either accept or decline as per your availability.
I am facing problem in scheduling classes with my tutor though I have sent several requests. What should I do?
At times, due to mismatch in schedule, tutor may not be able to accommodate your requests. In case this happens repetitively, we recommend that you discuss comfortable timings for class with tutor through messaging system or in a class. If schedules are not matching, you can consider change of tutor.
Can students ‘change tutor’?
Yes, you can. Just send us a request through your Dashboard. In such case, the rate as per the new tutor will be applied and the fee for the program will be adjusted accordingly. From a syllabus or topic coverage point of view, the new tutor can start tutoring from where the previous tutor left off or restart - depending on the student’s preference.
Can students customise the tutoring program after it has commenced?
Yes, you can. A defined tutoring program acts as a starting point for you and your tutor. As you proceed, based on your requirements, you can change pace of program, add or delete topics, change sequence in which topics are taught - in consultation with tutor. Please note any changes in the number of sessions of the program can lead to change in the fees of the program.
Can a student take tutoring sessions with different tutors for the same subject in a program?
Yes, student can take up tutoring sessions with different tutors for different topics to be covered in a subject. You can invite new tutor for introductory session from your dashboard.
What are the policies if students reschedule / cancel regular class(es)?
Policies for rescheduling/ canceling regular classes are as follows:
- If a class is rescheduled or canceled by you, more than 12 hours in advance before the scheduled class start time, then no penalty is imposed.
- If a class is rescheduled or canceled by you, less than 12 hours but more than 30 minutes before the scheduled class start time, then student will be charged 25% of hourly fee with her tutor as penalty.
- If a class is rescheduled or canceled by you, less than 30 minutes before the scheduled class start time or there is No-show by student for the class, then student will be charged 100% of hourly fee with her tutor as penalty.

Penalty charged for rescheduling/ cancellation is credited to the tutor’s account after adjusting for the MyWebTutor Service Fee. Similar policy applies to the tutors also in case tutor reschedules or cancels the class. Class must be rescheduled/ canceled by student through the class schedule displayed on the MyWebTutor dashboard. Rescheduling/ cancellation through any other method will not be recognised by the MyWebTutor platform and penalties will apply based on when is the class schedule updated on the dashboard.
What are the policies if students comes late for regular class(es)?
Policies for late coming for a regular class are as follows:
- A student must join the class on or before the scheduled start time for class.
- If the Student joins the class after 5 minutes but before 15 minutes of the scheduled class start time, then it will be marked as ‘Late Entry’ in the class.
- If the student joins the class after 15 minutes of the scheduled class start time, then it is marked as ‘No-show’ by the student. Class is deemed to be rescheduled/ canceled. No-show penalty will apply.

Penalties may apply as per the instances of the late coming by the student.
How can students contact tutors outside classroom for important communication?
The MyWebTutor dashboard allows students to communicate with tutor strictly for academic purposes including scheduling classes, providing feedback on classes, sharing assignments. You can send your tutors messages and receive messages from your tutors using your Mywebtutor dashboard.
How can students send class notes/assignments to tutors?
Using MyWebTutor dashboard, you can upload class notes or assignments for your tutor(s) and download questions or homework uploaded by your tutor(s).
How can students start / join a class at MyWebTutor?
To start a class, login to MyWebTutor dashboard and go to ‘My Classes’ and then click on ‘Enter Class’ corresponding to the scheduled class to be started.
A student has a scheduled class but is not able to see the class link on the dashboard. What should she do?
It can be due to one of the following two reasons:
- Class schedule request was not accepted, hence class was not actually scheduled
- Class was scheduled but has been cancelled

To confirm, check the ‘Expired Request’ section in the dashboard.
A student has joined a class but the tutor has not joined yet. What should the student do?
In such cases, the student should wait for the tutor to enter class as follows. If the tutor joins the class after 5 minutes of the scheduled start time of class, penalties with respect to late coming will apply. If the tutor doesn’t join the class within 15 minutes of the scheduled start time, please leave the class. Please do not forget to provide feedback via the form MyWebTutor sends you, about ‘No-Show’ by tutor. You will be paid for ‘No-Show’ by tutor. A No-Show class will not count in your class records.
A student has joined class but due to a technical issue (mic/ speaker not working, slow internet, screen sharing not working etc.) is not able continue the class. What should the student do?
If problem is not resolvable, inform the tutor and you can end the class before the scheduled time. In feedback form, indicate the reason for early discontinuation of the class.
What are the policies in case class ends before the scheduled end time due to technical/ uncontrollable reasons?
In such an unfortunate circumstance, you can leave the class and join the class again through your dashboard after a few minutes. If problem still persists, you can end the class before the scheduled time. In feedback form, indicate the reason for early discontinuation of the class. Students will be charged for the actual number of minutes before the class was discontinued.
How can students check if tutor is free before sending the class request?
You can check tutor’s availability before sending the class request either through the messaging system or in the previous class.
Can student send ‘doubts’ to tutor before the class?
Yes, you can. Please send file to the tutor through file sharing system from your dashboard.
Can a student exchange phone number and email address with tutors?
Students should not exchange any personal contact details with tutors. The MyWebTutor dashboard has all communication facilities required to communicate with your tutors for conducting online tutoring. In case you desire any other feature or communication tool please write to support@mywebtutor.com.au.
Can students pay fee directly to tutors?
No, fees can not be paid directly to tutors. A student pays fee to MyWebTutor. The fee paid by the student is kept in escrow by MyWebTutor and is paid to tutor on a periodic basis as the classes are conducted. In case student discontinues the tutoring program, unused fees for is refunded. If a student attempts to pay fees, or pays fees, directly to a tutor then MyWebTutor reserves the right to terminate student’s MyWebTutor account and cancel all future classes at MyWebTutor.
Can students negotiate fees with tutors?
At MyWebTutor, tutors decide their own fees. Fees charged by tutors shortlisted for you will be shared with you. Please note that fees charged by the tutors are non-negotiable. This is to ensure transparency in the transactions. Any attempt to negotiate the fees can lead to suspension of student’s registration at MyWebTutor.
What are the different options for making payment?
The student can pay through Paypal (Credit Cards, and Debit Cards) and Net Banking.
How can students check monthly class statements and corresponding charges for the same?
Login to your MyWebTutor dashboard and go to ‘Statement’ to access your class statements on monthly basis and payment corresponding to it.
Can student pay after every class?
No. Payment is made before classes can be scheduled with the tutor. You can make payment in installments as per the progress of your tutoring program.
What are MyWebTutor’s billing policies?
Tutors are paid and students are charged for the actual number of minutes taught in a class. Class start time is taken as the time when both tutor and student are present in the class. Class end time is taken as that point in time when any one - student or tutor - leaves the class and does not join back in next 5 minutes.
What is MyWebTutor’s fee refund policy?
If for any reason a student want to cancel the program, MyWebTutor will refund your unused fees, i.e. total fees paid less fees consumed through taking tutoring sessions. Refunds as applicable will be made within 10 working days from the date a student (or student’s parents) requests for refund. The refunds will be made directly to the student’s (or student’s parents) bank account, provided proper bank account details are given.
I have lost my password, how can I reset it?
To reset your password go to https://www.mywebtutor.com.au. Click on login and enter your email ID registered with MyWebTutor and then check your email inbox for the link to reset your password.
How can my email id be verified?
When you register on MyWebTutor, you automatically receive an email request to verify your email ID. Follow the instructions given in the email to verify your email id. In case, you are not able to find the mail for email verification, you can reset your password. The reset password key is sent to your registered email address. Resetting of password will automatically verify your email address. Till the time you verify your email id, your access to MyWebTutor account will be restricted.
Can I invite my friends to join MyWebTutor?
Yes, of course you can. If you refer your friends to MyWebTutor, we would like to say thanks by rewarding you. For details on referral scheme, please check your dashboard or contact us.

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