Terms of Service

2.1 Age Requirements

Students: You must be at least 13 years old to create a student account. Users under 18 must have parental or guardian consent and supervision. Parents or guardians may create and manage accounts on behalf of minor children.

Tutors: You must be at least 18 years old to register as a tutor on Prelumo.

2.2 Account Responsibility

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to immediately notify Prelumo of any unauthorized use of your account or any other breach of security. Prelumo will not be liable for any loss or damage arising from your failure to protect your account information.

2.3 Legal Capacity

By using the Platform, you represent that you have the legal capacity to enter into binding contracts in your jurisdiction. If you are using the Platform on behalf of an organization (such as a tutoring company), you represent that you have the authority to bind that organization to these Terms.

4.1 Registration

You must provide accurate, current, and complete information during the registration process. You may register using your email address or through supported third-party authentication providers. Each person may maintain only one account unless expressly authorized by Prelumo.

4.2 Information Accuracy

You agree to maintain and promptly update your account information to keep it accurate, current, and complete. Tutors must accurately represent their qualifications, experience, and credentials. Providing false or misleading information may result in immediate account termination.

4.3 Account Security

You are solely responsible for safeguarding your password and any other credentials used to access your account. Use a strong, unique password and enable two-factor authentication when available. Do not share your account credentials with anyone else.

4.4 Account Types

Prelumo offers three account types: Student accounts for learners seeking tutoring, Tutor accounts for individuals offering tutoring services, and Company accounts for tutoring businesses managing multiple tutors. Each account type has specific features, responsibilities, and verification requirements.

5.1 Student Responsibilities

• •Provide accurate information about learning goals, current skill level, and any specific needs
• •Attend scheduled sessions on time and notify tutors promptly of any changes
• •Complete payment for sessions as agreed and comply with cancellation policies
• •Treat tutors with respect and maintain appropriate professional boundaries
• •Provide honest feedback and reviews based on actual session experiences
• •Ensure a suitable learning environment for online or in-person sessions

5.2 Tutor Responsibilities

• •Accurately represent qualifications, experience, and areas of expertise
• •Complete required verification processes based on trust tier requirements
• •Maintain accurate availability and respond promptly to booking requests
• •Deliver high-quality, professional tutoring services as described
• •Arrive on time for sessions and communicate proactively about any scheduling issues
• •Comply with all applicable laws and regulations, including tax obligations
• •Maintain appropriate professional boundaries with students at all times
• •Obtain necessary background checks and clearances as required by local law

5.3 Company Account Responsibilities

• •Ensure all affiliated tutors meet Platform requirements and verification standards
• •Maintain accurate records of tutor qualifications and credentials
• •Handle payroll, benefits, and legal employment matters for employed tutors
• •Respond to and resolve student complaints in a timely manner
• •Maintain appropriate business licenses and insurance coverage
• •Comply with all applicable employment laws and regulations

6.1 Booking Sessions

Sessions are booked through the Platform based on tutor availability. Upon booking confirmation, both parties commit to attending the scheduled session. Students will receive confirmation emails and reminders. Tutors must confirm or decline booking requests within 24 hours.

6.2 Free Cancellation Period

Students may cancel sessions free of charge up to 12 hours before the scheduled start time. Cancelled sessions within this window will receive a full refund. Tutors may also cancel within this period without penalty, though repeated cancellations may affect their standing on the Platform.

6.3 Late Cancellation Fees

Cancellations made less than 12 hours before the scheduled session start time are subject to the following fees:

• •6-12 hours before: 25% of session fee charged to the cancelling party
• •2-6 hours before: 50% of session fee charged to the cancelling party
• •Less than 2 hours before: 75% of session fee charged to the cancelling party

Late cancellation fees are distributed to compensate the affected party for lost time and opportunity.

6.4 No-Show Policy

Student No-Show: If a student fails to appear within 15 minutes of the scheduled start time without prior notice, the session is considered a no-show. The student will be charged the full session fee, and the tutor will receive their standard payout.

Tutor No-Show: If a tutor fails to appear within 15 minutes without prior notice, the student will receive a full refund plus a 10% credit toward their next booking. Repeated tutor no-shows may result in account suspension or termination.

6.5 Emergency Cancellations

We understand emergencies happen. If you need to cancel due to a documented emergency (medical emergency, family emergency, or natural disaster), please contact our support team. We review emergency cancellation requests on a case-by-case basis and may waive cancellation fees at our discretion.

7.1 Platform Fees

Prelumo charges a service fee to facilitate the marketplace and provide platform services. Our fee structure is transparent and clearly displayed before you complete any booking:

• •Student Service Fee: 8-10% added to the tutor's base rate
• •Tutor Service Fee: 10-12% deducted from session earnings
• •Total Platform Take Rate: 18-22% of the transaction value

Fee percentages may vary based on tutor trust tier, session type, and promotional offers. All applicable fees are shown at checkout before payment confirmation.

7.2 Payment Processing

All payments are processed securely through Stripe, our third-party payment processor. By using the Platform, you agree to Stripe's Terms of Service and Privacy Policy. Prelumo does not store credit card numbers or sensitive payment information on our servers. We accept major credit cards, debit cards, and other payment methods supported by Stripe in your region.

7.3 Currency and Taxes

Prices are displayed in your local currency where supported. You are responsible for any applicable taxes, including VAT, GST, or sales tax based on your jurisdiction. Tutors are responsible for reporting and paying income taxes on their earnings. Prelumo will provide tax documentation as required by law.

7.4 Refund Policy

Refunds are processed according to the following guidelines:

• •Timely Cancellations: Full refund for cancellations made 12+ hours in advance
• •Tutor No-Show: Full refund plus 10% credit
• •Technical Issues: Pro-rated refund for sessions affected by Platform technical problems
• •Quality Disputes: Reviewed case-by-case; may result in partial or full refund

Refund requests must be submitted within 48 hours of the session. Refunds are processed to the original payment method within 5-10 business days.

8.1 Stripe Connect

All tutor payouts are processed through Stripe Connect. Tutors must complete Stripe's onboarding process, including identity verification and bank account setup, to receive payments. By using the payout system, tutors agree to Stripe's Connected Account Agreement and applicable terms.

8.2 Payout Timing by Trust Tier

Payout timing varies based on the tutor's verified trust tier:

• •Tier 0 (New Tutors): Payouts released 7 days after session completion
• •Tier 1 (Verified): Payouts released 3 days after session completion
• •Tier 2 (Trusted): Payouts released 1 day after session completion

This delay allows time for dispute resolution and fraud prevention. Bank processing may add 1-3 additional business days depending on your financial institution.

8.3 Payout Holds and Disputes

Prelumo may place temporary holds on payouts in cases of suspected fraud, student disputes, or policy violations. If a student initiates a dispute, the relevant payout may be held until resolution. Tutors will be notified of any holds and given the opportunity to provide information. We aim to resolve disputes within 14 business days.

9.1 Tier 0: New User

All new tutors start at Tier 0 with the following characteristics:

• •Basic email verification completed
• •7-day payout delay for fraud protection
• •Limited messaging capabilities (anti-scam protections active)
• •Profile marked as "New Tutor"

9.2 Tier 1: Verified

Tutors can achieve Tier 1 status by completing additional verification:

• •Government ID verification completed
• •Phone number verified
• •3-day payout delay
• •Expanded messaging features unlocked
• •"Verified" badge displayed on profile

9.3 Tier 2: Trusted

Tier 2 is achieved through demonstrated platform history and additional verification:

• •Completed background check (where legally permitted)
• •Minimum of 10 completed sessions with positive ratings
• •Professional credentials verified (if applicable)
• •1-day payout delay (fastest available)
• •Full messaging capabilities
• •"Trusted" badge and priority in search results

10.1 Pre-Booking Restrictions

Before completing their first paid booking, users have limited messaging capabilities. Messages are monitored for prohibited content including: external contact information (phone numbers, email addresses, social media handles), requests to transact outside the Platform, and suspicious links or attachments.

10.2 Content Restrictions

Until a first paid booking is completed between users, the following content is automatically filtered:

• •Phone numbers and email addresses
• •External website URLs (except approved educational resources)
• •Payment-related information (Venmo, PayPal, bank details)
• •Requests to meet outside the Platform's booking system

10.3 Post-Booking Communication

After completing a paid booking, users unlock full messaging capabilities with each other. Contact information may be exchanged for session coordination purposes. However, all transactions must continue through the Prelumo Platform. Circumventing Platform payments violates these Terms and may result in account termination.

10.4 Reporting Suspicious Activity

If you encounter suspicious messages, requests to pay outside the Platform, or other concerning behavior, please report it immediately using the in-app reporting feature. Do not engage with suspected scammers. Prelumo investigates all reports and takes appropriate action.

11.1 Location Privacy

Tutor profiles display an approximate location (neighborhood level) rather than exact addresses. Precise meeting locations are only shared after a booking is confirmed. Tutors control their service area radius and can decline bookings outside their preferred zones.

11.2 Safety Checklist

We strongly recommend the following safety practices for in-person sessions:

• •Meet in public locations (libraries, coffee shops, tutoring centers) whenever possible
• •Share your session details and location with a trusted contact
• •For sessions with minors, ensure a parent or guardian is present or nearby
• •Trust your instincts—cancel if something feels wrong
• •Verify the identity of the person you're meeting matches their profile
• •Use the in-app check-in feature to confirm safe arrival and departure

11.3 Emergency Features

The Prelumo app includes an emergency assistance feature accessible during active in-person sessions. This feature allows you to quickly alert emergency services and share your location with designated emergency contacts. We encourage all users to set up emergency contacts in their account settings.

13.1 Prelumo's Intellectual Property

The Prelumo Platform, including its design, features, content, logos, and trademarks, is owned by Prelumo, Inc. and protected by copyright, trademark, and other intellectual property laws. You may not copy, modify, distribute, sell, or lease any part of the Platform without our express written permission.

13.2 User Content

You retain ownership of content you create and share on the Platform (profiles, reviews, session materials). By posting content, you grant Prelumo a non-exclusive, worldwide, royalty-free license to use, display, and distribute that content in connection with operating the Platform. You represent that you have all necessary rights to the content you post.

13.3 Tutor Materials

Tutors retain intellectual property rights to their original teaching materials, lesson plans, and educational content. Students may use materials provided during sessions for personal educational purposes only and may not redistribute or commercialize them without the tutor's permission.

14.1 Session Disputes

If you have a dispute regarding a tutoring session, please first attempt to resolve it directly with the other party through Platform messaging. If resolution cannot be reached, you may submit a dispute to Prelumo within 48 hours of the session. Our Trust & Safety team will review the dispute and make a determination, which may include refunds, credits, or other remedies.

14.2 Informal Resolution

Before initiating formal legal proceedings, you agree to first contact Prelumo at legal@prelumo.com and attempt to resolve any dispute informally. We will work with you in good faith to resolve concerns within 30 days. This informal dispute resolution process is a prerequisite to any formal proceedings.

14.3 Binding Arbitration

If informal resolution fails, any dispute arising from these Terms or your use of the Platform shall be resolved through binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. Arbitration will take place in San Francisco, California, or remotely if mutually agreed. Each party shall bear their own costs, with arbitration fees split equally.

14.4 Class Action Waiver

You agree to resolve disputes with Prelumo on an individual basis only. You waive any right to participate in class actions, class arbitrations, or representative actions. This waiver applies to all claims arising from or relating to these Terms or the Platform.

17.1 Termination by You

You may terminate your account at any time by contacting support@prelumo.com or using the account deletion feature in your settings. Upon termination, you remain responsible for all outstanding payments and obligations incurred prior to termination. We will process any pending payouts to tutors according to our standard schedule.

17.2 Termination by Prelumo

Prelumo may suspend or terminate your account at any time, with or without notice, for any reason, including but not limited to: violation of these Terms, fraudulent or illegal activity, conduct harmful to other users or the Platform, or extended inactivity. Upon termination, your right to access the Platform immediately ceases.

17.3 Effect of Termination

Upon termination: (a) all licenses granted to you under these Terms will immediately terminate; (b) you must cease all use of the Platform; (c) we may delete your account information, subject to our data retention policies and legal obligations; (d) provisions of these Terms that by their nature should survive termination will remain in effect (including Sections 13-16, and 18).