Tutor Operational Policy

This Tutor Operational Policy (Tutor Policy) is set by Prima Application Software Incorporated d/b/a Prima Tutor Connect d/b/a Prima (the Company or Prima) to serve as operating instructions for tutor(s)/user(s) (“Tutor”) usage of the Prima Tutor Connect site/platform (“Platform”). Tutor shall have complete discretion in the manner and means of the delivery of their tutoring services to their students. Nonetheless, the platform has certain terms and actions that this Tutor Policy covers for Tutor to use the platform effectively.

Statuses:

The Platform has certain statuses that are important in the organization and reporting of tutoring services. They are as follows:

Purchased = Lesson is paid by student; lesson not taken yet

Completed = Lesson is completed.

Cancellation Policy Applies = Lesson did not Complete, but was not cancelled per policy, thus should be considered completed and paid.

Dispute = Pending while being investigated; no completion of lesson or other issue arising from the student

Refunded = Status that designates that the Tutor does not get paid due a student dispute, and refund has been processed to the student.

Confirmed = Tutor has confirmed that the lesson took place.

Example Scenarios:

Confirmation of tutor's availability

After a student purchases a lesson or lessons with a tutor, an e-mail is being sent to tutor advising the tutor that the student is waiting to hear from the tutor. It is recommended that the tutor connects with the student as soon as possible as the student is free to change tutors and a delayed response may result in the student finding a different tutor. The student pays for the lesson or lessons with a tutor when the student is requesting the lesson or lessons and before scheduling. As such, the tutor may lose the opportunity of scheduling lesson(s) with the student. In order to schedule the lesson, please reach out to student and agree on a mutually convenient date and time, specify your time zone, and provide the student with the Zoom link or another method of tutoring, and with any other information as requested by student. Failure to contact the student or provide the above information and other as requested by student may cause the student to change tutors.

Scheduling Lessons Through the Platform

As a prerequisite to using the Platform, Tutor must schedule/reschedule all lessons on the Platform with any students introduced through the Platform. Scheduling through the platform is non-negotiable, as this is the method by which Prima can calculate fees, pay Tutor, and facilitate refunds, etc. Scheduling or re-scheduling in tutoring outside of the platform with students introduced through the platform is a breach of Tutor’s contract with Prima and may constitute immediate removal from the platform among other legal enforcement. Further information on this important requirement is contained in Tutor’s contract with Prima.

By using the Platform, you are hereby acknowledging and agreeing that you will provide your own format or method of teaching or instruction, such as Zoom, Google Meet, WebEx, or other method(s), and that you understand and agree that Company is not responsible for providing a particular method of teaching or instruction, online, in-person, or otherwise, and is not responsible for any aspect or difficulties that may be encountered with your chosen method of teaching or instruction; You hereby understand and agree that Company is not endorsing or recommending any particular method of teaching or instruction.

Tutor’s Cancellation policy

Tutor is free to set his or her own cancellation policy such as 24 hours, etc. which Tutor can present to students for the agreement in booking lessons. If a student does not cancel within any timeframe established between Tutor and student, for example 24 hours before the lesson starts, Tutor may mark the lesson as Cancellation Policy Applies. Student will forfeit the totalfee amount paid and Tutor will be paid for the lesson time that was not cancelled before the lesson within the cancellation timeframe established by Tutor, subject to the standard process for disputing the completed lesson as set forth below. The Service Fee is nonrefundable, regardless of whether the lesson took place or in any other circumstance(s).

After the scheduled lesson

1. Using the Platform

You must update the lesson through the Platform, as stated above and in the documentation available on the site at www.primtutorconnect.com and in the Prima application.

The Platform system will send an email to the student immediately after the scheduled lesson. The Platform only operates based on the schedule and will not know whether the scheduled lesson actually occurred. The e-mail will state (or the reasonable equivalent) “How was your lesson? If you didn’t take the lesson, please contact your Tutor to reschedule.”

2. Tutor Updates to Expedite Process

Following the scheduled lesson date/time, Tutors must update the status of the lesson by logging into the Tutor Dashboard at https://primatutorconnect.com/sign-in. When you log in, find the section labeled “Update Lesson Status”. Find the lesson that you wish to update, and click “Completed,” “Cancellation Policy Applies,” or click to reschedule the lesson to another date in the future. The Tutor can:

Mark the lesson Completed

Mark the lesson as “Cancellation Policy Applies”

Reschedule the date to another date in the future

If the lesson took place, the Tutor must marks the lesson “Completed”. If the student cancelled the lesson outside of the cancellation window agreed upon between the student and Tutor, the Tutor must mark the lesson as “Cancellation Policy Applies.”

Marking a lesson as Completed or Cancellation Policy Applies will start the payout process to the Tutor, pending that no dispute is filed by the student within 5 (five) calendar days of the Tutor updating the lesson status.

If the Tutor does not update the lesson status, the Tutor’s pay will be delayed until after such status has been updated, and disputes, if any, have been resolved.

Tutors must make these updates shortly upon the completion of each scheduled lesson or cancellation outside of the cancellation window.

3. Payment for Completed Lessons

Following the designation of a lesson status, Student shall have 5 (five) calendar days to dispute the designation. If a dispute occurs, the procedures set forth below will apply. Should there be no dispute, by the 6th (sixth) business day following the designation, the amount will be eligible for payment to Tutor and student shall have no right for a lesson fee refund or credit.

The third-party vendor, Stripe, will collect your bank information and you will be paid through Stripe in US Dollars based on the bank information you provide.

Prima covers for the Stripe processing fees. However, your own bank may charge fees that are your responsibility. Please check with your bank for all applicable fees.

You understand and agree that your profile will not be active until you complete and pass the candidate background screening administered by a third-party vendor retained by Prima, and access Stripe Connect to enter all accurate banking and other information needed on Stripe.

4, Student Confirmation or Dispute Process

After the lesson is marked Completed OR Cancellation Policy Applies an email will be sent to the student:

If lesson was marked: COMPLETED: “Great job on completing your lesson with [Tutor name] on [scheduled lesson date/time]. If you have any questions, please log into your account and review the details of your lesson by clicking on “My Schedule”, then click on “Past Lessons”,

If the Cancellation Policy applies: “Your Tutor [name] marked the lesson [date/time] as canceled due to Tutor’s Cancellation Policy. This lesson has been deducted from your account. If you have any questions, please log into your account and review the details of your lesson by clicking on “My Schedule”, then click on “Past Lessons”. Please cancel any future lesson within the cancellation timeframe established for your Tutor. You have 5 calendar days from the time of this e-mail – US Pacific Standard Time, to dispute the cancellation, payment, or any other issues associated with this lesson.”

The student has 5 (five) calendar days from the time the lesson is marked “Completed” or “Cancellation Policy Applies” to dispute the status by logging into their account, clicking on “My Schedule”, clicking on “Past Lessons”, clicking on “Report an Issue” for the lesson that they want to dispute, clicking on “Continue to Report an Issue”, filling in the reason for the dispute, and then clicking “Submit Dispute”. If the student does not submit the dispute by clicking on “Submit Dispute” within 5 (five) calendar days from the time that the lesson was marked “Completed” or “Cancellation Policy Applies”, the scheduled lesson will no longer be subject to dispute and the amount paid shall be fully nonrefundable and not subject to credit.

After clicking on “Report an Issue” the student will be encouraged to work directly with the Tutor to resolve the issue and will have the option to “Email Tutor.” However, the student may also click to “Continue to Report an Issue” and subsequently “Submit Dispute”, which is important to ensure that student is filing the dispute within the time of 5 (five) calendar days from the day the lesson was marked “Completed” or “Cancellation Policy Applies”. After clicking “Continue to Report an Issue”, the student must fill in the next form and input a reason for the dispute, and then submit that form by clicking “Submit Dispute”. Only when the “Submit Dispute” is clicked on a dispute is officially submitted. Importantly, if the student does not click on “Submit Dispute” within 5 (five) calendar days of the lesson being marked “Completed” or “Cancellation Policy Applies”, the issue will be considered resolved, the Tutor will be paid, and the student shall have no further option to dispute or seek refund or credit as the amount paid shall be fully non-refundable and not subject to credit.

When the dispute is submitted, a notification will be sent to the Tutor and Prima, alerting them of the submitted dispute and the reason inputted by the student. Also, if the student clicks on “Submit Dispute” and student fills the dispute form, Tutor will be notified via e-mail of student name and the reason for the dispute entered by the student. The e-mail prompts Tutor to contact Prima to resolve the dispute. Prima will endeavor to communicate with the Tutor and student for purposes of handling the dispute and will address each scenario on a case-by-case basis. As two general rules, however:

A. if Tutor is not responsive to Prima for purposes of handling the dispute, after 10 (ten) calendar days, Tutor’s pay will be forfeited, and student’s fee for that lesson, and prep time if applicable, will be either refunded or maintained in the Prima account for usage by student for other lessons. There will be no refunds however for the student’s Service Fee which is a percentage rounded to the next whole number in increments of 5 (five) of the amount charged by tutor for lesson(s), and prep time, and this percentage, rounded to the next whole number in increments of 5 (five), is paid by student to Prima.

B. If student is not responsive to Prima for purposes of handling the dispute, after 10 (ten) calendar days, the issue will be deemed resolved, Tutor will be paid, and student cannot recover any fee or credit for the lesson that they have disputed. There will be no refunds for the student’s Service Fee which is a percentage rounded to the next whole number in increments of 5 (five) of the amount charged by tutor for lesson(s), and prep time, and this percentage, rounded to the next whole number in increments of 5 (five), is paid by student to Prima.

Tutor Offerings:

Options

Tutors have the option to offer:

Subject based lessons (e.g., Math)

Exam prep based lessons (e.g., AP Statistics)

For each area of tutelage, Tutors have the option to offer:

Lesson Prep Time (the time that Tutor will take to prepare in advance of the lessons by drafting and/or grading quizzes, preparing certain materials, etc.)

Student Payments

Students will be charged in advance for all lessons booked by the student or scheduled on the Prima Tutor Connect platform by the Tutor (all lessons must be scheduled on the Platform as a condition of Tutor’s use of the platform). Lessons shall be composed of the Tutor’s fee (“Lesson Fee” + “Prep Time Fee”, if Tutor chooses to offer Prep Time or if Student chooses to purchase Prep Time), and a percentage that is Prima’s service fee (“Service Fee”). The Service Fee (which is subject to change in Prima’s discretion at any time) is a percentage rounded to the next whole number in increments of 5 (five) of the amount charged by tutor for lesson(s), and Prep Time.

The amount of the Service Fee (which is subject to change in Prima’s full discretion at any time) is, currently, as follows:

For subject-based lessons:

25% of the Lesson Fee* plus an additional amount to round to the next whole number in increments of 5 (five)

20% of Prep Time Fee plus an additional amount to round to the next whole number in increments of 5 (five)

For exams-based lessons

25% of Lesson Fee plus an additional amount to round to the next whole number in increments of 5 (five)

20% of Prep Time Fee plus an additional amount to round to the next whole number in increments of 5 (five)

*All Service Fees are based on what Tutors are charging for lesson(s), and Prep Time if applicable. Prima does not deduct anything from what Tutors have asked to be paid for each lesson whether it is subject or exam lesson and Prep Time. Service Fees are charged on top of and as a percentage rounded to the next whole number in increments of 5 (five) of the amount charged by tutor for lesson(s), and Prep Time, and reflected on the Platform at the time of purchase. If the student purchases a package at a discounted rate, as described below the Service Fee will be applied to that discounted rate, however the Service Fee percentage will not be discounted. The Service Fee is applied to each purchase for subject based lesson, and/or exam-based lesson, and for all prep time purchased. The Service Fee is nonrefundable, regardless of whether the lesson took place or in any other circumstance(s).

When a student purchases lessons on the Platform, as a default they can purchase 1, 5, 10, or 15 lesson bundles. As a default setting, the Platform sets discounts for the purchase of bundles of lessons which is a discount off the Lesson Fee. There are no discounted rates available for prep-time fees:

1 Lesson - No discount

5 lessons - 3% off Lesson Fee

10 lessons - 5% off Lesson Fee

15 lessons - 7% off Lesson Fee

When a Tutor schedules additional lessons for the student (after they have already had a lesson(s)) Prima’s discount (when applicable) applies as follows:

1 - 4 Lessons - No discount

5 - 9 lessons - 3% off Lesson Fee

10 - 14 lessons - 5% off Lesson Fee

15 lessons - 7% off Lesson Fee (this is the max that can be booked at a time currently, to limit how much Prima charge a student’s payment method)

Whenever a student has account credit, Prima will always use the student’s account credit first, before charging their card for the balance.

Pricing on the Platform is simple: Tutors decide at what price they will offer their services. The Platform then displays the total amount that includes the price charged by Tutors plus Prima’s Service Fee to students who may wish to purchase. While the Platform may offer discounts for larger volume purchases of Lessons, Tutors will always be paid the amount they are asking for through the Platform.

Students may also wish to tip Tutors, which is permissible, however, Prima does not solicit tips or direct students to do so. To the extent tips are paid, they are not paid through the platform and 100% of all tips have to be paid directly to the Tutor outside the platform.

Tutor Fees

Tutor understands and agrees that the bank account, debit card, credit card, or any other payment method provided to Prima (“Payment Method”) will be charged automatically and on a recurrent/recurring basis for payments and fees associated with Tutor’s access to the Platform.

In order to use the Platform, Tutors must pay the following fees (which are nonrefundable):

Tutor(s) agree(s) to pay for all charges associated with the candidate background screening process, which is a prerequisite to having access to the Platform, as well as other administrative fees, processing fees, and any other fees assessed. Tutor understands and agrees that they must authorize and understands and agrees to be charged automatically for all fees. Tutor understands and agrees to be automatically charged, and on a recurrent/recurring basis, using the Payment Method for the candidate background screening fees, administrative fee(s), processing fee(s), and other fees in connection with the candidate background screening process each time the candidate background screening is being requested by Prima. Tutor understands and agrees to be automatically charged and on a recurrent/recurring basis using the Payment Method for the candidate background screening fees, administrative fees, processing fees, and other fees assessed, and understands and agrees that all such fees are non-refundable.

Collegiality and Cooperation

As part of Tutor’s use of the Platform, Tutor is expected to conduct themselves with collegiality and cooperation at all times when interacting with students, other users, and Prima. This includes responsiveness to communications promptly and respectfully and ensuring that Tutor maintains a valid method of payment and is in good standing at all times. To the extent Tutor engages in offensive, derogatory, inappropriate, or illegal conduct, or in breach of Prima’s policies, Terms of Use and Privacy Policy, or Independent Contractor Agreement, access to the Platform and students may be immediately revoked among other options available under the law.

Time Zone

Tutor understands and agrees that Pacific Standard Time shall be considered for purposes of all transactions and all activities associated with Prima platform.