At Dojo Tutor, we want every child to have a tutoring experience that feels safe, welcoming, productive, and consistent.
Creating that experience is a shared effort among families, learners, and tutors. Our tutors are here to support your child’s learning, and families play an important role in helping sessions run smoothly and maintaining a positive relationship with their tutor.
Here are a few expectations that help us create a great experience for everyone.
đź’› Treat Tutors With Respect
We expect all communication between families and tutors to remain respectful, appropriate, and focused on your child’s learning.
Disagreement is okay. Questions are always welcome. However, harassment, threats, intimidation, discriminatory comments, abusive language, sexual or romantic comments, unwanted personal attention, or other inappropriate behavior toward a tutor are not acceptable.
If a tutor receives communication or experiences behavior that makes them feel unsafe or uncomfortable, they can report it to Dojo Tutor Support. Our team will review the situation and determine the appropriate next steps.
Depending on the circumstances, this may include helping the family transition to another tutor or, in serious or repeated situations, taking additional action on the account.
We want tutors, learners, and families to feel comfortable speaking up when something doesn’t feel right.
đź’¬ Keep Communication on Dojo Tutor
In between sessions, the best way to communicate with your child's tutor is through our Chats feature. Chats is the best way to communicate with your child’s tutor between sessions.
Families can use Chats to:
- Ask questions about their child’s learning
- Share helpful information before a session
- Follow up about a recent class
- Discuss availability or possible schedule changes
- Stay connected with their tutor between classes
Tutors aren’t expected to be available around the clock, so response times may vary.
To protect everyone’s privacy and maintain appropriate professional boundaries, families and tutors should not exchange or request personal contact information, including:
- Personal phone numbers
- Personal email addresses
- Home addresses
- Social media accounts or handles
- Other personal or identifying contact information
Please keep communication with your tutor within Dojo Tutor. This helps keep conversations secure and gives both families and tutors the protections available through the platform.
🏡 Set Your Child Up for a Successful Session
Because Dojo Tutor classes take place virtually, your child’s learning environment can make a big difference.
Whenever possible, learners should join from a:
- Quiet space with limited background noise
- Comfortable, appropriate place to learn
- Well-lit area where they can be seen when using their camera
- Device with a working microphone, camera, and reliable internet connection
We know homes can be busy, and we don’t expect a perfectly silent environment. The goal is simply to give your child a space where they can hear their tutor, participate, and stay focused.
Parents or caregivers are welcome to help younger learners get connected or troubleshoot when needed. Once class is underway, however, the session should remain focused on the enrolled learner.
đź“ą Keep the Virtual Classroom Appropriate
Just like an in-person classroom, our virtual classrooms should remain appropriate for children and tutors.
Learners should be appropriately dressed and fully clothed whenever they are visible on camera.
Families should also be mindful of what may appear or be heard in the background during a session. If something creates a privacy, safety, or appropriateness concern, a tutor may turn off the learner’s video or audio, pause the session, or contact Dojo Tutor Support for help.
❇️ Appropriate examples:
- Joining from a desk, table, couch, or another safe and reasonably quiet space
- Being fully dressed while on camera
- Having family members nearby as long as they are appropriately dressed and are not disrupting the lesson
- Joining from a parked car when necessary, as long as the learner can safely participate and focus
â›” Not appropriate:
- Attending a lesson from bed in sleepwear, under blankets, or while getting dressed
- Joining from a supermarket, store, restaurant, or other busy public place where the learner cannot reasonably focus or maintain privacy
- Participating while riding in a moving vehicle, particularly when multiple children are moving around, interacting with the learner, or appearing on camera
- Having people in the background who are undressed or otherwise not appropriately dressed for a child’s virtual classroom
- Background activity, conversations, or behavior that creates a privacy, safety, or appropriateness concern
If the learner’s environment creates a privacy, safety, or appropriateness concern, the tutor may turn off the learner’s video or audio, pause the session, or contact Dojo Tutor Support for help.
These expectations help us maintain a safe, focused, and appropriate virtual learning environment for learners and tutors.
đź“… Class Consistency: Attend, Cancel, or Reschedule
Weekly subscriptions reserve recurring time on a tutor’s schedule.
We understand that children get sick, appointments come up, and plans change. When that happens, families can manage classes through their Parent Dashboard.
For most 1:1 classes:
- Classes canceled more than 24 hours before the scheduled session are eligible for a full refund.
- Classes canceled within 24 hours of the scheduled session are generally not refundable.
- If a substitute tutor is assigned and you don’t want to proceed with the substitute, you can cancel and receive a refund even within the normal 24-hour cancellation window.
- A session can be rescheduled once, free of charge, up to 2 hours before the scheduled start time.
Whenever possible, making changes early helps your tutor plan their schedule while also keeping your child’s learning routine consistent.
🔄 What Happens if Classes Are Repeatedly Canceled or Missed?
A weekly subscription is intended to provide your child with a consistent tutoring schedule.
Occasional cancellations are completely understandable. However, if individual classes are frequently canceled, missed, or moved, the recurring time may no longer be the best fit for your family or your tutor.
If we notice an ongoing pattern, Dojo Tutor Support may reach out to help find a better solution. That might mean:
- Choosing a different recurring class time
- Adjusting your child’s tutoring schedule
- Helping you find a tutor whose availability is a better match
- Reviewing whether the current weekly subscription still makes sense
In some cases, repeated individual class cancellations or ongoing attendance issues may result in the recurring subscription being canceled so that the reserved time can become available again.
Our goal is never to penalize families for having busy schedules. We simply want recurring subscriptions to represent class times that families are realistically able to attend.
đź’ł Keep Your Subscription Payment Method Up to Date
Dojo Tutor subscriptions are billed automatically each week, in advance of upcoming sessions.
If a payment cannot be processed, it may interrupt an upcoming class or your child’s subscription.
You can update the payment method associated with your subscription from your Parent Dashboard. If you notice a payment issue and aren’t sure what to do next, please contact Dojo Tutor Support so we can help.
đź’° Cancellations & Refunds
For regularly scheduled classes, refund eligibility depends on when the class is canceled.
Generally:
-
Cancel more than 24 hours before class:
You’re eligible for a refund for that session
-
Cancel within 24 hours of class:
The session is generally not refundable
You may also be able to reschedule a session once, free of charge, up to 2 hours before it begins. For more details, see our Cancellation and Rescheduling Policy.
What about trial classes?
We want families to feel confident trying Dojo Tutor.
If your child didn’t enjoy their trial class or the experience wasn’t what you expected, you can contact Dojo Tutor Support and request a refund for the trial. We may also ask you to share feedback so we can understand what didn’t work and continue improving the experience.
👩‍🏫 Finding the Right Tutor Is a Two-Way Match
A strong tutoring relationship depends on more than subject knowledge. Schedule, teaching style, learner needs, personality, communication, and comfort can all play a role.
Sometimes a tutor may determine that they’re no longer the best person to support a learner.
For example, a tutor might:
- No longer teach a particular grade level or subject
- Have a schedule change that can’t be reconciled with the family’s availability
- Feel that another tutor’s teaching approach would better support the learner
- Determine that the current tutoring relationship is not the right fit
- Feel unable to continue the tutoring relationship because of a safety, privacy, or professional-boundary concern
In those situations, tutors can contact Dojo Tutor Support and request that the learner be transitioned to another tutor.
This isn’t a reflection on the child or family. Sometimes a different match simply creates a better learning experience.
Families have that same option. If you don’t feel your child’s current tutor is the right fit, you can reach out to Support, and we can help you explore other tutors.
🌱 Help Your Child Build a Consistent Learning Routine
Tutoring works best when learners have a predictable routine and know what to expect.
You can help by:
- Having your child ready to join at the scheduled time
- Testing their device before class when needed
- Encouraging them to participate and communicate with their tutor
- Letting the tutor know about relevant learning needs or goals
- Managing scheduling changes through your dashboard as early as possible
- Keeping a recurring class time that your family can realistically attend
If your current schedule stops working, it’s usually better to update the recurring schedule than to continually cancel individual sessions.
🚨 What if Something Happens That Makes Us Uncomfortable?
Families and tutors should both feel comfortable reporting safety or conduct concerns.
If something happens during a class or through Chats that feels unsafe, inappropriate, threatening, discriminatory, or otherwise concerning, please contact Dojo Tutor Support.
When you report a concern, share as much information as you can, including screenshots when relevant. Our team can review what happened and determine the best next step.
The same expectation applies to everyone in the Dojo Tutor community. Families should feel safe interacting with tutors, and tutors should feel safe interacting with families.
❤️ We’re Here to Help
A successful tutoring relationship is a partnership.
Most issues can be resolved with clear communication, a schedule adjustment, or sometimes simply finding a tutor who is a better match for your child.
If you’re having trouble with your child’s tutor, attendance, scheduling, billing, communication, or something that happened during a session, reach out to Dojo Tutor Support through the Ask a question option in your Parent Dashboard.
We’ll help you figure out the best next step.