Complaint & Resolution Process

TUTORERA® is committed to providing a safe and professional environment. If you have a concern or complaint, we have a clear and fair process to ensure it is addressed promptly.

1. Submitting a Complaint

All complaints should be submitted through the "Support" or "Report an Issue" section in your user dashboard. This ensures that your concern is logged in our system with all the necessary details. Please provide as much information as possible, including session details, user involved, and a clear description of the issue.

2. Initial Review

Once a ticket is generated, our Safety & Trust team will conduct an initial review within 24-48 business hours. The case will be assigned to a dedicated case handler who will be your point of contact.

3. Investigation

Our team will conduct a thorough investigation, which may include:

• Reviewing session recordings, chat logs, and AI-generated flags.
• Examining the profiles and history of the users involved.
• Contacting the parties involved for statements, if necessary.

All investigations are conducted with the utmost confidentiality.

4. Resolution

Based on the evidence, our team will determine a resolution. Actions may range from a formal warning to account suspension or a permanent ban, in line with our Safety Policy and Terms of Service. In cases of payment disputes, a partial or full refund may be issued.

5. Final Decision

You will be notified of the outcome and the actions taken. TUTORERA®'s decision in such matters is final and is based on the evidence gathered during the investigation.