Tutor Support Center
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Support Center
Have any questions or something to share? Use the form below to let us know!
Term Package Scheduling
Please fill out the “Term Package Scheduling Form” below to offer your weekly sessions.
We highly encourage you to initially provide as many sessions as possible. This approach will help us accommodate the varying needs of our students and ensure a strong start to the term (you can later decide to discontinue the offer once you’ve reached your desired number of sessions).
GradTutor sessions in Term 2 AY25/26 are scheduled to run from December 1st to December 21st & from January 5th to March 15th (13 weeks) (View Academic Calendar 25/26).
Onboarding
What are all the onboarding stages?
Please refer to the registration guide we sent you. These are the steps that must be done:
- Mediation contract signature
- Website Registration
- Google Calendar Booking System
- Tutor Form
Depending on your starting date, we might ask you to directly submit your term package availability for the coming term.
How do I set up my Google Calendar Booking System?
Please view the onboarding E-Mails we have sent you. You should have received detailed guides or tutorials on the setup process.
How do I submit my Term Package availability?
We notify all tutors a couple of weeks before the term starts to submit their availability the TP Scheduling page.
How can I start my Term Packages later than the official start of the term?
When you submit your Term Package availability, please add a note that they should only start from a certain date.
How do I submit my transcripts to you?
Per your mediation contract, transcripts must only be sent to us if we explicitly request them. We will send you a separate e-mail if they are required.
Pre-Booking
How does the booking system work?
- Trial Sessions
A student requests these sessions. We look through all tutors who have submitted their availabilities in the Google Calendar appointment system and find who best suits the specific student requests. This tutor will be notified via the Google Calendar appointment system. By default, the RSVP will be set to yes.
If this email reaches the tutor before 5:00 p.m. CET, the tutor has till 8:00 p.m. CET of the same day to decline.
If this email reaches the tutor after 5:00 p.m. CET, the tutor has till 8:00 p.m. CET of the next day to decline. - Single Sessions
A student requests these sessions. We look through all tutors who have submitted their availabilities in the Google Calendar appointment system and find who best suits the specific student requests. After the payment has been processed, the tutor will be notified via the Google Calendar appointment system. By default, the RSVP will be set to yes.
If this email reaches the tutor before 5:00 p.m. CET, the tutor has till 8:00 p.m. CET of the same day to decline.
If this email reaches the tutor after 5:00 p.m. CET, the tutor has till 8:00 p.m. CET of the next day to decline. - Term Packages
A student books these sessions directly from the website. Before the start of the term, all tutors submitted their term package availability, which is visible and bookable on the website for all students. When booked, you will be notified via E-Mail.
You will be booked a minimum of 24 hours in advance.
How do I submit my Term Package availability?
We notify all tutors a couple of weeks before the term starts to submit their availability the TP Scheduling page.
How can I change the times of my Term Packages?
If the Term Package you want to change has not been booked yet, please re-submit the TP Scheduling form with the comment that you are replacing the existing packages. We will try to change them as quickly as possible.
If the Term Package you want to change has already been booked, schedule changes should be limited to emergencies. In such cases, please E-Mail your client with your proposed change and add us to CC. With major changes, it is advisable for you to offer something to compensate for your client’s trouble, for example, an additional free class.
I use Microsoft Teams. How does my student get my link?
This is an important detail regarding online sessions conducted via Microsoft Teams. Unlike Zoom, where a consistent URL and meeting code can be included in the invoice, each Teams meeting generates a unique URL. This means that it’s not possible for us to include the meeting link directly in the invoice.
Instead, this message is shown: “I will send you an E-Mail with the details.” As a result, you are responsible for sharing the specific Teams meeting URL with your students via E-Mail after the booking is confirmed. Please ensure this information is communicated promptly to avoid delays or confusion!
Why does it say "READ MORE" on my service?
When you are logged into your account, all your services will be displayed as “READ MORE”. Clients will see it as “ADD TO CART”.
How does the invoice system work?
- Trial Sessions
An invoice is not necessary here. - Single Sessions
We will send an invoice to the student for you. You will receive a copy via E-Mail. - Term Packages
We will send an invoice to the student for you. You will receive a copy via E-Mail.
Invoices from GradTutor to you will be sent to you once per term. You will have already paid all invoices automatically.
What are the term package periods for this academic year?
Please go to gradtutor.net/services to see the currently planned schedule.
Can I change my availability on the Google Calendar Booking System?
Absolutely. This system is designed for you to change it as often as you like based on your schedule.
When we get a request for a trial/single session, we look through the schedules of our tutors to see which one will fit best.
After-Booking
How do I receive my income?
Your income is disbursed via a withdrawal process.
Login to your account on this website with your vendor details. Then, access your Vendor Dashboard and request a withdrawal. When we accept this request, you will receive your income.
Please note that we will only accept requests if the withdrawal amount is already earned by conducted classes and if the request exceeds 50.00 EUR. Exceptions are possible.
How much earnings can I withdraw?
Withdrawal requests will only be approved if you have already conducted the classes from which you withdraw your earnings. For example, if you were booked for a term package and conducted 1 session so far, you may only withdraw the earnings from that 1 session.
You may ask for a maximum of 1 withdrawal request per month. Withdrawals must be above 50 EUR in total sum.
All transfers will be sent until the 06. day of the following calendar month if the request was received at the latest 7 days before this date and until the 06. day of the month after the next month if the request was received later than that.
How can I refer a tutor?
- Access the Support Center on this page and complete the applicable survey.
- Your friend should go to Contact Us > Become a Tutor > How did you find us? > Another Tutor
How is the price of a class decided?
Our goal is to provide affordable classes for as many students as possible. We marginally adjust prices for market movements. With more experience and the tutor-ranking system, your classes may become more expensive and give you a higher income.
How can I refund a class for my student?
Access the Support Center on this page and complete the applicable survey.
How can I request a single session for my student?
Access the Support Center on this page and complete the applicable survey.
How do I contact my student?
Currently, contact is only possible via E-Mail. You can find it on the confirmation E-Mail.
Why does the commission charged slightly differ from the set percentage?
This is due to the flat percentage charge for transaction fees incurred by providers as specified by your mediation contract.
As you may know, our client’s payment providers charge various fees when booking transactions. Our analysis shows that from the hundreds of packages booked, almost exactly 50% of our clients opt for PayPal and 50% for card payment. Paypal incurs a fee of 2.99% + 0.35€, while card payments incur a fee of 1.5% + 0.25€. For a full term package, PayPal charges 8.64€, card charges 4.39€.
Unfortunately, our system cannot differentiate between them – we have inquired heavily with their support team. Large platforms would go ahead to charge the maximum to cover all possible fees, but we want to go for the friendlier alternative of the average, which is 6.51€. In full transparency, that means that some term packages will yield 2€ more or less, depending on the transaction – we hope that this is acceptable to you. This, in turn, means a total of about 2.3% which reflects the difference you may have observed.
Tutor Form
Information entered here will be displayed on your tutor profile, except for your email and phone number, which will be used for communication purposes. See examples here. Please submit only once. Double-check your information before submitting. If you have any specific questions, feel free to contact us.
Scenario
FOLLOW UP QUESTIONS AFTER TRIAL / SINGLE SESSION BOOKING
Dear [Alex],
I hope you’re doing well. My name is [Peter], and I’ll be your tutor for the upcoming [trial session on Monday at 18:30], booked through GradTutor. Thank you for signing up – I look forward to meeting you!
The main aim of our [trial] session will be to get to know each other, understand your academic goals, and give you a clear sense of my teaching style. There will also be time for any questions you might have about how the tutoring process works moving forward.
To help us make the most of our time together, I’d like to kindly ask you to share one topic you’d like to focus on during our session. This will allow me to prepare in advance and tailor the lesson to your needs and interests.
If anything comes up before our session or you have any questions in the meantime, please don’t hesitate to reach out.
Thank you again, and I look forward to working with you!
Kind regards,
[Peter]
Optional Questions to be asked during the Trial or Single Session:
– Why would you like to take [Spanish] classes, i.e. what is your goal
– Out of the four examination criteria: Reading comprehension, listening, writing, and speaking, what do you feel the most and the least comfortable with?
– What are you currently covering in [Spanish] class and do you already know what you next exam is about?
– When you make mistakes in [Spanish], how do you usually deal with them? What helps you learn from them?
– Is there anything you definitely need or do not need help with, please specify?
– Do you know what type of learner you are, i.e. visual, auditory etc.?
– Do have problems with [Spanish grammar, vocabulary or pronunciation]?
– Are you planning to take the [official IB / IGCSE exam]?
New Term Package Clients
Email to Student:
Dear [Lisa],
I hope you’re doing well. My name is [Peter], and I’ll be your tutor for the [upcoming term]. Starting [next week], we’ll be meeting every [Wednesday] at [18:00] to study together and get closer to your academic goals.
Here is how we can get the most out of our sessions:
– If possible, please send any relevant materials or topics you’d like to cover at least 24 hours before each session. Often, material includes content you have covered this week or exams you want to review.
– If you ever need to reschedule or cancel, please try to let me know at least 12 hours in advance so we can find a better time.
If you have any questions in the meantime, feel free to reach out – I’m happy to help.
Looking forward to our first session!
Kind regards,
[Peter]
Email to Parent:
Dear [Parent’s Name],
I hope you’re doing well. My name is [Peter], and I am looking forward to being your child’s tutor for the [upcoming term]. Starting [next week], [Student’s Name] and I will meet every [Wednesday] at [18:00] to move closer to achieving their academic goals.
To get the most out of the sessions, it would be awesome if you could forward these ideas to [Student’s Name]:
– If possible, please send any relevant materials or topics you’d like to cover at least 24 hours before each session. Often, material includes content you have covered this week or exams you want to review.
– If you ever need to reschedule or cancel, please try to let me know at least 12 hours in advance so we can find a better time.
If you have any questions or need further information, please feel free to reach out. I look forward to working with [Student’s Name] and supporting their academic journey.
Kind regards,
[Peter]
LAST MINUTE CANCELLATION
Hi [Alex],
I hope you’re doing well. Unfortunately, I’m reaching out with bad news – something urgent has come up, and I won’t be able to make our session today at [Time]. I’m really sorry for the last-minute cancellation.
I know you were probably looking forward to the class, and I completely understand if this is inconvenient for you. I would love to reschedule at a time that works best for you.
Please let me know your availability, and I’ll adjust my schedule to make sure we can meet soon.
Thank you for your understanding, and again, my apologies for the sudden change. I look forward to our next class!
Best regards,
[Peter]
RESCHEDULE CLASS
Hi [Alex],
I hope you’re doing well! I wanted to let you know that, unfortunately, I need to reschedule our upcoming class on [Day] at [Time]. I apologize for any inconvenience this may cause. Could you let me know your availability over the next few days? I’ll do my best to find a time that works for both of us.
Thank you so much for your understanding!
Best regards,
[Peter]
NO-SHOW
Hi [Alex],
I hope this message finds you well!
I waited for you for about [20 minutes] today, but it seems you weren’t able to make it to the lesson. Please let me know if there was an issue or if something unexpected came up.
As a gentle reminder, according to our refund policy, the class is considered formally conducted since it was booked and I was available. However, if you have any questions or would like to discuss rescheduling, please feel free to reach out.
Looking forward to hearing from you soon!
Best regards,
[Peter]
FINAL TUTORING SESSION
Dear [Alex],
I hope this message finds you well!
I wanted to reach out to let you know about an important update regarding your tutoring sessions. Unfortunately, I won’t be able to continue with the [remaining term package classes/classes next term/…] due to [reason]. I understand this may come as unexpected news, and I truly apologize for any inconvenience this might cause.
Your academic success is important to me, and I want to make sure you feel fully supported during this transition. Mona (GradTutor Co-Founder) will send you an E-Mail as soon as possible. This message will include offers for the next steps, such as options for replacement tutors.Please don’t hesitate to contact Mona directly (mona.kuribayashi@gradtutor.net) with any immediate questions or concerns.
Tutoring you has been a pleasure, and I wish you continued success in school!
Warm regards,
[Peter]
SUMMER SESSION: FIRST E-MAIL AFTER BOOKING
Dear [Student’s Name],
I hope you are doing well! I’m excited to work with you this summer and help you achieve your academic goals.
As you know, our summer sessions are sold in packages of five, and we can schedule the sessions flexibly based on your availability. To get started, I’d like to share my general availability:
[Insert your general availability here, e.g., weekdays after 4 PM, After July 1st, etc.]
Do you already have specific preferred time slots in mind for our sessions? Additionally, let’s schedule our first session – when would be a convenient time for you?
Feel free to reply to this email with your availability or any questions you might have. I’m looking forward to hearing from you and starting our sessions soon!
Best regards,
[Your Full Name]
Student Transition Support Form
This form is designed for tutors who are quitting or pausing their tutoring sessions. Please fill out the information below to help us find the best alternative tutor for your current student. Your insights are essential for a smooth transition!
Please fill this form out for every student.