Customer Service Agreement

You must be at least 18 years old, or have the consent of a parent or legal guardian, to register as a Customer on Sifututor.

You agree to provide accurate, current, and complete information during registration, and to keep this information up to date.

You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account.

Sifututor reserves the right to suspend or terminate accounts that provide false information or violate these Terms.

Sifututor connects Customers with Tutors and facilitates scheduling and payments. Tutors operate independently and are not employees of Sifututor.

Sifututor offers one-to-one tutoring in home or online formats on a monthly subscription basis. Class packages are agreed between the Customer and Sifututor during onboarding.

While Sifututor aims to maintain tutor continuity, Tutor assignments may change due to scheduling conflicts, performance reviews, or availability. If this happens, a suitable replacement Tutor will be arranged as soon as possible.

You agree to treat Tutors with respect and to maintain professional and appropriate communication at all times.

You must verify attendance and class completion after each Session through the Platform. This verification is necessary to release Tutor payments and maintain accurate records. Verified attendance on the Platform is considered final and binding. You are required to verify attendance for each class within 48 hours through the Platform. If verification is not submitted, the class will be marked as completed and billed accordingly. In the event of a dispute, the burden of proof lies with the Customer, and Sifututor reserves the right to make the final determination.

You are responsible for ensuring the Student (where applicable) is prepared, punctual, and appropriately supervised for each Session.

You agree not to engage Tutors for classes outside the Platform in any way that circumvents Sifututor's booking or payment system.

You must report any changes to class packages, scheduling preferences, or the Student's educational needs through the Platform or to Sifututor's support team.

If you choose to hold Sessions in public venues, both parties must agree on the location in writing. Parents or guardians are responsible for ensuring the venue is safe and appropriate.

Tutors are responsible for preparing their own teaching materials. If additional learning materials (such as exercise books or printed worksheets) are brought to class specifically for your child, the cost may be claimed from you, but only with your prior agreement. We encourage all parents to communicate openly with Tutors in advance regarding any material costs.

Lessons will be scheduled after confirmation of the class package and Tutor assignment.

You may request to reschedule a class by giving at least 24 hours' advance notice.

If you cancel less than 24 hours before any class, you will be charged in full, and any rescheduling will be subject to the Tutor's agreement. Conversely, if a Tutor cancels with less than 24 hours' notice, you may request a replacement class or a substitute Tutor, with the timing subject to mutual agreement. Sifututor will assist in reaching a fair solution in such cases.

In genuine emergency situations (such as sudden illness, accident, or bereavement), you must inform the Tutor or Sifututor support as soon as reasonably possible. Flexible arrangements may be made, subject to the Tutor's agreement. Documentation (for example, a medical certificate or death notice) may be required for emergency-related exemptions. Sifututor reserves the right to evaluate the legitimacy of all emergency claims.

Once you have agreed to the class details (date, time, and duration) at least 24 hours before the scheduled Session, those details are considered final and binding. Any changes requested within 24 hours of the start time are subject to the Tutor's approval. If the Tutor declines, you remain responsible for the full agreed Session duration and payment.

You may pause your classes for travel or holiday plans by giving at least 48 hours' advance notice to the Tutor and Sifututor support team. Unused classes must be rescheduled within the current billing cycle or carried forward, subject to the Tutor's approval.

When you subscribe to a tutoring package (online or home tuition), the selected mode is final and binding for the duration of the package. For home tuition packages, you may request to conduct some classes online if needed, but these online classes will continue to be charged at the home tuition rate as agreed in your package. For online tuition packages, any request to switch to home tuition, whether for a single class or multiple classes, will incur additional charges based on the applicable home tuition rates. All changes to class mode or package must be reported with at least 48 hours' advance notice and confirmed by Sifututor's support team.

Failure to attend, or repeated cancellations without reasonable justification, may affect your ability to book future Sessions on the Platform.

Sifututor operates on a monthly, auto-renewing subscription based on your selected class package, until you cancel in writing.

Invoices are issued after your first class begins and continue to recur monthly on that same arrangement date. This advance billing system ensures timely class scheduling, uninterrupted service, and on-time Tutor payouts. Invoices are delivered via email, WhatsApp, and through the app.

Payment is due within 7 days of the invoice date. Late or non-payment may result in suspension of your account.

All payments must be made via the Platform's approved payment methods or by bank transfer. If you choose to pay by bank transfer, you must transfer the full amount to the account below and include your invoice number as the payment reference to avoid delays in verification:

You are strictly prohibited from paying Tutors directly.

A commitment fee is required upon onboarding to confirm your package and secure your Tutor.

Sifututor does not directly offer instalment plans for class packages. However, if you choose to pay using an instalment facility provided by our approved payment gateway, the terms and conditions of that payment gateway will apply. Sifututor does not guarantee acceptance of any instalment arrangement by third-party providers, and is not responsible for their approval criteria, interest charges, or repayment schedules. All instalment transactions are subject to the payment gateway's independent terms, which customers are encouraged to review before proceeding.

Sifututor reserves the right to revise pricing or fees with prior notice, with updated pricing shown on the Platform before you confirm any new bookings.

Package Non-Transferability. Paid classes under a specific tutoring request or package are non-transferable to other requests, subjects, or students. Each package is uniquely tied to the agreed scope of service and cannot be split, reassigned, or reallocated.

Refunds or credit notes are available only under the following conditions:

Refunds or credit notes are not available for no-shows or short-notice cancellations, except in documented emergencies. Requests must be submitted within 3 working days with reasonable proof.

Approved refunds will be processed as a credit note within 14 working days.

To support accurate refund processing, Sifututor may request additional information, including your bank account number, bank name, and account holder's name.

Sifututor may request your feedback to continuously improve service quality.

If you are dissatisfied with your Tutor's teaching style, punctuality, or conduct, you may request a replacement. Tutor conduct concerns must be reported within 48 hours of the incident so that Sifututor can take timely action. All reports will be investigated in good faith. Sifututor will assess the concern and provide a resolution or a new Tutor within 7 working days.

Sifututor actively monitors Tutor punctuality, teaching quality, and conduct to maintain service standards.

Sifututor takes reasonable steps to verify Tutor qualifications and monitor Tutor performance, but makes no guarantees about specific learning outcomes from Sessions.

If you have concerns about a Tutor's performance or conduct, you agree to report them promptly through the Platform or to Sifututor's support team.

Sifututor will investigate complaints in good faith and may mediate disputes between you and the Tutor. Sifututor's decision in any mediation process is considered final.

You may not copy, reproduce, or distribute any proprietary materials on the Platform without Sifututor's written permission.

Lesson materials provided by Tutors remain the intellectual property of the Tutor unless otherwise agreed in writing.

You may cancel your subscription at any time by notifying Sifututor via email or WhatsApp, provided all outstanding invoices are settled.

Sifututor reserves the right to suspend or terminate your account for repeated late payments, attempts to bypass Platform processes, abusive behaviour, or any activity in violation of Malaysian law or these Terms.

After cancellation, you may receive promotional offers to re-enrol in future packages.

Sifututor will maintain your profile securely for future reactivation, in line with our Privacy Policy.

Sifututor collects and processes personal data in accordance with the Malaysian Personal Data Protection Act 2010 (PDPA).

Your personal data will never be sold to third parties, and will only be shared with Tutors or regulatory authorities as required by law.

For full details, please see our Privacy Policy at sifututor.my/privacy-policy.

Sifututor provides a matchmaking and facilitation platform, but does not guarantee specific academic outcomes. While Sifututor aims to support academic improvement, we do not guarantee specific grades. Student results depend on participation, effort, and consistency.

Tutors are independent contractors and are responsible for the content and conduct of their own lessons.

Sifututor is not liable for damages or losses caused by events beyond our reasonable control, including but not limited to force majeure, network failures, or third-party system disruptions.

You consent to receive communications about your classes, account, promotions, and service updates through email, WhatsApp, and app notifications.

You must use only Sifututor's official communication channels for enquiries or concerns.

All communication regarding your Sessions, billing, or support must be conducted via Sifututor's official WhatsApp, email, or in-app messaging. Communications made outside these channels will not be considered valid.

Sifututor may modify these Terms at any time.

Updates will be shared through the Platform or to your registered contact details. Continuing to use Sifututor after an update means you accept the revised Terms.