Service Delivery & Fulfilment Policy
Policy Version: 1.0 – November 2026
Effective Date: 15th November 2026
Operated by: Agricana Pte. Ltd., Singapore
Website: www.tutorpalz.com
1. Introduction
1.1. TutorPalz is a global online education platform operated by Agricana Pte. Ltd., a company incorporated in Singapore.
1.2. This Service Delivery & Fulfilment Policy (“Policy”) explains how educational services are booked, delivered, monitored and completed through TutorPalz.
1.3. The Policy establishes service delivery standards for tutors and explains what students and parents can expect when purchasing tuition or accessing educational resources.
1.4. TutorPalz is committed to providing a safe, reliable, transparent and quality-focused online learning environment.
1.5. This Policy should be read together with the TutorPalz Student & Parent Terms & Conditions, Tutor Terms & Conditions, Refund, Cancellation & Rescheduling Policy, Payment & Billing Policy, Privacy Policy and Safeguarding & Child Protection Policy.
1.6. Nothing in this Policy excludes rights or protections that cannot lawfully be excluded under applicable law.
2. Scope of Services
2.1. TutorPalz currently provides:
- Live online tuition with approved tutors.
- Free introductory trial lessons for eligible students.
- Access to approved free educational resources.
- Online lesson scheduling and booking administration.
- Approved virtual classroom facilities.
- Eligible lesson recordings for revision.
- Academic learning support and progress monitoring where included in the purchased programme.
2.2. TutorPalz supports various curricula, subjects and educational levels according to tutor availability and platform approval.
2.3. Paid educational resources, recorded courses and commercial workshops may be introduced in the future under separate service delivery arrangements.
2.4. Services shall not be represented as available for purchase until the relevant booking, payment and fulfilment systems are operational.
3. Nature of Online Service Delivery
3.1. TutorPalz provides educational services remotely through internet-based technology.
3.2. Live tuition lessons are delivered by approved tutors through TutorPalz-authorised virtual classrooms.
3.3. Students and tutors may participate from different countries and time zones.
3.4. No physical delivery or shipping is required for live online tuition or digital educational resources.
3.5. Students are responsible for maintaining suitable devices, internet connectivity and an appropriate learning environment.
3.6. Tutors are responsible for preparing and delivering lessons professionally through the approved systems.
3.7. TutorPalz may use approved third-party technology providers to facilitate online service delivery.
4. Tutor Approval and Quality Standards
4.1. TutorPalz follows a quality-focused tutor recruitment and approval process.
4.2. Tutors are ordinarily expected to possess appropriate teaching qualifications, professional certifications or demonstrable subject expertise, together with at least three years of relevant teaching experience.
4.3. TutorPalz may verify qualifications, teaching experience, curriculum knowledge, professional conduct and safeguarding suitability.
4.4. Tutors must provide accurate information regarding their qualifications and professional experience.
4.5. TutorPalz may assess teaching quality through approved demonstrations, observations, student feedback and other reasonable evaluation methods.
4.6. TutorPalz may restrict, suspend or remove tutors who fail to meet applicable professional or safeguarding standards.
4.7. Tutor approval does not guarantee particular examination results or academic outcomes.
5. Tutor Profiles and Student Selection
5.1. Students and parents may review approved tutor profiles before making a booking.
5.2. Tutor profiles may display relevant qualifications, teaching experience, subjects, curricula, availability, approved hourly rates and recognition badges.
5.3. TutorPalz may recognise tutors as Verified, Preferred or Distinguished according to its published criteria.
5.4. Students and parents are responsible for selecting tutors appropriate to their educational requirements.
5.5. TutorPalz may provide guidance or suggest alternative tutors where appropriate.
5.6. Tutor availability is subject to scheduling and confirmation.
6. Booking and Service Confirmation
6.1. Paid tuition bookings must be completed through TutorPalz’s approved booking and payment systems.
6.2. Before payment, students and parents should be able to review:
- Tutor identity.
- Subject and educational level.
- Lesson duration.
- Tuition price and currency.
- Number of lessons included.
- Applicable package validity.
- Cancellation and rescheduling conditions.
- Other material service requirements.
6.3. A paid booking is confirmed when the applicable payment and booking requirements have been satisfied.
6.4. TutorPalz shall provide a booking confirmation through the platform or an approved communication channel.
6.5. Booking confirmations should identify the relevant lesson date, start time, time zone, duration and tutor.
6.6. Students and tutors must review booking details and promptly report errors.
6.7. TutorPalz shall maintain appropriate booking and transaction records.
7. Free Trial Lesson Delivery
7.1. Eligible students may attend free trial lessons lasting 20 minutes.
7.2. Each student may attend a maximum of five free trial lessons per calendar month, subject to availability and eligibility.
7.3. Trial lessons are free of charge to eligible students and parents.
7.4. Trial lessons are intended to:
- Introduce the tutor and student.
- Identify learning goals and academic needs.
- Demonstrate the tutor’s teaching approach.
- Assess tutor-student suitability.
- Explain possible continuing learning arrangements.
7.5. Tutors must conduct trial lessons professionally through approved TutorPalz systems.
7.6. A trial lesson does not obligate the student to purchase paid tuition.
7.7. No monetary cancellation or no-show charge applies to a free trial.
7.8. A missed trial may count towards the student’s monthly allowance, subject to approved exceptions.
8. Initial Four-Lesson Tuition Package
8.1. The standard initial tuition package consists of four paid lessons.
8.2. The four lessons should ordinarily be completed within 40 calendar days from the first scheduled lesson.
8.3. Tutors and students must cooperate in arranging lessons within the applicable package period.
8.4. Tutors must maintain reasonable availability to deliver confirmed lessons.
8.5. Each lesson must be delivered for the agreed duration and according to the applicable educational programme.
8.6. Lesson completion must be recorded accurately.
8.7. Undelivered lessons shall not be treated as successfully completed solely because the package validity period has expired.
8.8. Package extensions, cancellations and refunds are governed by the Refund, Cancellation & Rescheduling Policy.
9. Continuing Three-Lesson Tuition Package
9.1. Following completion of the initial package, students may continue tuition through additional bookings.
9.2. The standard continuing package consists of three lessons.
9.3. Continuing packages should ordinarily be completed within 20 calendar days from the first scheduled lesson.
9.4. Continuing tuition is voluntary.
9.5. Students and tutors must arrange lessons within the applicable package period.
9.6. TutorPalz shall maintain appropriate records of completed and outstanding lessons.
9.7. Unused lessons shall be handled under the applicable cancellation, extension and refund provisions.
10. Virtual Classroom Delivery
10.1. Live tuition must take place through TutorPalz-approved virtual classroom systems.
10.2. Students and tutors shall receive access through an authorised classroom link or approved platform arrangement.
10.3. Classroom links must not be shared with unauthorised persons.
10.4. Tutors must use appropriate teaching tools and maintain a professional learning environment.
10.5. Students must behave respectfully and follow reasonable classroom instructions.
10.6. TutorPalz may use third-party classroom technology providers to support video, audio, whiteboard and other interactive learning functions.
10.7. Classroom access and functionality may depend on the user’s device, internet connection and service-provider availability.
10.8. TutorPalz shall take reasonable steps to maintain reliable classroom access.
11. Tutor Responsibilities During Lessons
11.1. Tutors must join confirmed lessons promptly and be prepared to teach.
11.2. Tutors must deliver the agreed lesson duration.
11.3. Tutors should use suitable teaching methods and educational materials.
11.4. Tutors must adapt instruction to the student’s learning level, curriculum and educational needs.
11.5. Tutors must maintain professional communication and appropriate boundaries.
11.6. Tutors must not shorten lessons without a valid reason or approved arrangement.
11.7. Tutors must not falsely report lesson attendance or completion.
11.8. Tutors must promptly report technical problems or circumstances affecting service delivery.
11.9. Tutors must comply with TutorPalz’s safeguarding, confidentiality and academic quality standards.
12. Student and Parent Responsibilities
12.1. Students should attend confirmed lessons punctually.
12.2. Students must have suitable devices, internet access and a reasonably quiet learning environment.
12.3. Parents or guardians should provide appropriate supervision for younger learners.
12.4. Students must participate respectfully and cooperate with reasonable teaching instructions.
12.5. Students should complete assigned learning activities where appropriate.
12.6. Parents and students should communicate relevant academic needs through approved TutorPalz channels.
12.7. Students must not share classroom access links with unauthorised persons.
12.8. Students and parents must comply with the applicable cancellation and rescheduling requirements.
13. Lesson Duration and Completion
13.1. The duration of each paid lesson shall be disclosed before booking.
13.2. A lesson is considered successfully delivered when the tutor provides the agreed educational service for the scheduled duration, subject to reasonable approved variations.
13.3. Lesson attendance and completion may be recorded through approved platform systems.
13.4. Tutors must not mark undelivered lessons as completed.
13.5. Where a lesson is interrupted, TutorPalz may assess the portion delivered and determine an appropriate remedy for any undelivered portion.
13.6. A lesson shall not automatically be treated as completed because a student failed to attend.
13.7. Student no-shows and late cancellations shall be recorded separately from successfully delivered lessons.
13.8. Any associated charges must follow the Refund, Cancellation & Rescheduling Policy.
14. Cancellation and Rescheduling – 48-Hour Rule
14.1. Students and parents must provide at least 48 hours’ notice before the scheduled lesson start time to cancel or request rescheduling without a cancellation penalty.
14.2. Where a student cancels or requests rescheduling at least 48 hours before the lesson, no cancellation charge shall apply.
14.3. Where a student cancels less than 48 hours before the lesson, a late-cancellation charge of up to 50% of the scheduled lesson fee may apply, provided the charge was disclosed before booking and is permitted by law.
14.4. A qualifying student no-show may result in a charge equal to 50% of the scheduled lesson fee where the tutor joins on time and remains available for at least 10 minutes.
14.5. A late-cancellation charge and a no-show charge shall not both apply to the same lesson.
14.6. Tutors should provide at least 48 hours’ notice when requesting cancellation or rescheduling, wherever reasonably possible.
14.7. Where a tutor cancels or fails to deliver a lesson, the student shall not be charged for the undelivered service.
14.8. An unauthorised tutor cancellation or no-show may result in a 25% student credit calculated on the scheduled lesson fee, subject to the applicable policy and emergency exceptions.
14.9. Rescheduling requires mutual agreement and is subject to package validity.
14.10. Replacement lessons should ordinarily be arranged within seven calendar days of the original lesson date, unless otherwise agreed or approved.
14.11. Verified emergencies and qualifying technical failures may justify exceptions.
15. Package Extensions and Unused Lessons
15.1. The standard package validity periods are:
- Initial package: Four lessons within 40 calendar days.
- Continuing package: Three lessons within 20 calendar days.
15.2. Where lessons remain unused because of student inactivity, the student may request one free 14-calendar-day extension per package.
15.3. The extension request must be submitted before the original package expires or within seven calendar days after expiry.
15.4. The extension begins on the day following the original package expiry date.
15.5. The extension applies only to unused lessons in the relevant package.
15.6. Tutors and students must cooperate in scheduling lessons during the extension.
15.7. Additional extensions may be approved for verified emergencies, tutor unavailability or platform failures.
15.8. Where the tutor cannot provide reasonable availability during the extension, TutorPalz may arrange an alternative tutor, approve another appropriate remedy or refund the undelivered lesson value.
15.9. Unused lessons shall not automatically be classified as completed or forfeited solely because the package period has expired.
15.10. The extension does not waive the 48-hour notice requirement for cancellation or rescheduling of confirmed lessons.
16. Personalised Learning Plans
16.1. TutorPalz aims to support personalised learning based on each student’s educational needs.
16.2. Where included in the purchased programme, tutors may provide a personalised learning plan identifying:
- Learning goals.
- Relevant syllabus topics.
- Areas requiring improvement.
- Teaching priorities.
- Recommended practice activities.
- Appropriate assessment strategies.
16.3. Learning plans may be updated according to student progress.
16.4. The scope and availability of learning plans shall follow the relevant programme description.
16.5. Learning plans do not guarantee specific examination grades or academic results.
17. Worksheets, Quizzes and Learning Activities
17.1. Tutors may provide worksheets, quizzes, revision activities and other educational materials.
17.2. Learning activities should be appropriate to the student’s subject, curriculum and educational level.
17.3. Tutors should provide constructive feedback where included in the purchased service.
17.4. Students are encouraged to complete assigned activities independently.
17.5. TutorPalz may use relevant assessment results to support learning plans and academic progress monitoring.
17.6. Learning activities and assessment information shall be handled according to the Privacy Policy.
18. Syllabus Progress and Examination Readiness
18.1. Where included in the purchased programme, TutorPalz may provide syllabus progress tracking and examination readiness monitoring.
18.2. Tutors may record completed syllabus topics, areas requiring revision and relevant learning recommendations.
18.3. Examination readiness information may consider student performance, practice assessments and syllabus coverage.
18.4. Progress tracking is intended to support educational planning and shall not be represented as a guarantee of examination success.
18.5. The availability and scope of tracking features may vary according to the relevant subject, curriculum and programme.
19. Academic Progress Reports
19.1. Tutors may provide periodic progress information to students and parents where included in the purchased service.
19.2. Progress information may include attendance, syllabus coverage, strengths, areas for improvement and recommended next steps.
19.3. A progress review may be provided following the initial four-lesson cycle where included in the programme.
19.4. Periodic summative assessments may be conducted where included in the programme, potentially on a bi-monthly basis.
19.5. Tutors must provide accurate and professional feedback.
19.6. Progress information shall be shared only with authorised persons.
20. Lesson Recordings
20.1. TutorPalz may provide platform-managed lesson recordings to support revision, learning continuity, safeguarding and quality assurance.
20.2. Recording arrangements shall be disclosed before the relevant lesson, together with any consent or other lawful basis required under applicable law.
20.3. Eligible lesson recordings are ordinarily made available approximately 24 hours after lesson completion, subject to successful processing and service availability.
20.4. Where included in the purchased service, students may access eligible lesson recordings for up to 90 days.
20.5. Recording access is intended for personal educational review.
20.6. Students, parents and tutors must not independently record, download, reproduce, publish or distribute lesson recordings without appropriate authorisation.
20.7. TutorPalz may restrict access to recordings where required for safeguarding, privacy, copyright or legal reasons.
20.8. Recording retention and access shall be governed by the Privacy Policy and applicable safeguarding requirements.
21. Academic Quality Assurance
21.1. TutorPalz may conduct reasonable academic quality assurance activities to maintain teaching standards.
21.2. Quality assurance may include:
- Tutor qualification verification.
- Review of teaching materials.
- Approved lesson observations.
- Student and parent feedback.
- Attendance and cancellation monitoring.
- Review of academic progress information.
- Tutor professional development.
- Investigation of teaching quality complaints.
21.3. Tutors must cooperate with reasonable quality assurance requirements.
21.4. Quality assurance activities must comply with applicable privacy and safeguarding requirements.
21.5. TutorPalz may provide improvement recommendations or take proportionate action where standards are not met.
21.6. TutorPalz does not guarantee particular academic outcomes.
22. Free Educational Resource Delivery
22.1. TutorPalz provides access to approved free educational resources.
22.2. Resources may include lesson notes, presentations, worksheets, revision materials, educational videos and other approved content.
22.3. Resources may be contributed by approved educators and other authorised creators.
22.4. TutorPalz may review resources for academic relevance, copyright compliance, safeguarding and quality standards.
22.5. Approved free resources may be accessed through the relevant resource pages, subject to any applicable access requirements.
22.6. Where a resource is provided through an external video or content platform, availability may depend on that provider.
22.7. TutorPalz may remove or restrict access to resources that violate platform policies or applicable law.
22.8. Copyright ownership remains with the relevant creator or rights holder.
22.9. Users must comply with the applicable resource licence and Acceptable Use & Copyright Policy.
23. Digital Resource Fulfilment
23.1. Free educational resources are delivered electronically.
23.2. Depending on the resource format, access may be provided through:
- Online viewing.
- An authorised file download.
- An embedded educational video.
- An approved external content link.
23.3. Access instructions shall be provided through the relevant resource page or platform interface.
23.4. TutorPalz may restrict downloads or other uses where required by the applicable resource licence.
23.5. Users should report inaccessible or defective resource links through the official support channel.
23.6. TutorPalz shall take reasonable steps to investigate reported resource access problems.
23.7. No physical shipment is involved in digital resource delivery.
24. Technical Requirements
24.1. Students and tutors are responsible for maintaining reasonably suitable devices, internet connectivity and software.
24.2. The minimum technical requirements may vary according to the approved virtual classroom provider.
24.3. Users should test their devices and internet connection before scheduled lessons where practicable.
24.4. TutorPalz may provide general technical guidance.
24.5. TutorPalz is not responsible for every interruption caused by a user’s local equipment or internet service.
24.6. Where TutorPalz or its approved classroom provider causes a material failure to deliver a paid lesson, an appropriate remedy shall be provided.
25. Service Interruptions and Technical Failures
25.1. Technical interruptions may arise from platform maintenance, internet problems, third-party service failures or other circumstances.
25.2. Users should report significant technical problems promptly.
25.3. Where a verified TutorPalz platform or approved classroom provider failure prevents lesson delivery, the undelivered service shall not be charged as successfully completed.
25.4. TutorPalz may provide rescheduling, credit or refund for the affected undelivered portion.
25.5. Where a tutor’s equipment or connection prevents delivery, the student shall not be charged for the undelivered service.
25.6. Where a student’s equipment or connection prevents attendance, the circumstances shall be reviewed under the applicable cancellation and no-show rules.
25.7. Verified platform failures shall not be treated as student no-shows or late cancellations.
26. Service Delivery Delays
26.1. TutorPalz shall take reasonable steps to deliver confirmed services at the agreed times.
26.2. Where a material delay occurs, TutorPalz may notify the affected users through approved channels.
26.3. Where a tutor is unable to deliver a confirmed lesson, TutorPalz may arrange rescheduling or an alternative tutor.
26.4. Students shall not be required to accept a materially different service without appropriate agreement.
26.5. Where a purchased service cannot reasonably be delivered, TutorPalz shall provide an appropriate remedy under the Refund, Cancellation & Rescheduling Policy.
27. Refunds for Undelivered Services
27.1. Refunds shall be governed by the Refund, Cancellation & Rescheduling Policy.
27.2. Students may be eligible for refunds where:
- A tutor fails to deliver a confirmed lesson.
- TutorPalz or its approved classroom provider prevents service delivery.
- A package is cancelled under eligible conditions.
- An undelivered lesson cannot reasonably be rescheduled.
- A duplicate or erroneous payment occurs.
- Applicable law requires a refund.
27.3. Refunds shall be calculated according to the value of properly delivered services and any valid, previously disclosed charges.
27.4. Approved monetary refunds shall be initiated within seven Singapore business days after approval and completion of necessary verification.
27.5. Actual receipt of funds may take longer depending on the payment provider or bank.
27.6. Tuition credits shall not replace a legally required monetary refund without the customer’s valid agreement.
28. Safeguarding and Student Protection
28.1. TutorPalz is committed to maintaining a safe online learning environment.
28.2. Tutors must comply with the Safeguarding & Child Protection Policy.
28.3. Tutor-student communication must take place through approved channels.
28.4. Tutors must not solicit unauthorised private contact information or arrange inappropriate off-platform communication.
28.5. Students and parents should promptly report safeguarding concerns.
28.6. TutorPalz may take immediate protective action where a credible risk to student safety is identified.
28.7. Safeguarding complaints shall be handled independently of ordinary refund negotiations.
28.8. Where a child faces immediate danger, the relevant local emergency or child protection authorities should be contacted without delay.
29. Privacy and Confidentiality
29.1. TutorPalz processes personal information necessary for registration, bookings, teaching, payment administration, academic support and service delivery.
29.2. Personal information shall be handled according to the Privacy Policy and applicable law.
29.3. Tutors must not disclose student information to unauthorised persons.
29.4. TutorPalz may use approved third-party providers for virtual classrooms, hosting, payments and related services.
29.5. Users must not share private classroom access information or confidential learning records without authorisation.
29.6. Lesson recordings, attendance records and academic information shall be subject to appropriate access and retention controls.
30. Service Delivery Complaints
30.1. Students, parents and tutors may report concerns relating to service delivery, lesson quality, attendance, technical failures, recordings or educational resources.
30.2. Complaints should be submitted through TutorPalz’s official support channel.
30.3. Users should provide the relevant booking reference, lesson date and description of the issue.
30.4. TutorPalz may review relevant booking, attendance, communication and technical records.
30.5. Where appropriate, TutorPalz may provide an explanation, correction, replacement service, rescheduling, credit or refund.
30.6. Users retain any applicable external complaint or legal remedies.
31. Future Services
31.1. TutorPalz may introduce additional services, including paid educational resources, recorded courses, workshops, professional development and school support programmes.
31.2. Such services shall be subject to appropriate published terms, pricing, fulfilment conditions and refund arrangements.
31.3. Services shall not be represented as operational until the relevant delivery systems and necessary arrangements are available.
31.4. Material changes affecting existing paid services shall be communicated appropriately.
32. Policy Amendments
32.1. TutorPalz may update this Policy to reflect operational, technological, educational or legal developments.
32.2. Material changes affecting service delivery, recordings, refunds or customer rights shall be communicated appropriately.
32.3. Changes shall not retrospectively remove accrued contractual or statutory rights.
32.4. The current version shall be made available on TutorPalz.com.
33. Governing Law
33.1. This Policy shall be governed by the laws of Singapore.
33.2. The parties should first attempt to resolve disputes through good-faith communication.
33.3. Where disputes remain unresolved, the parties may pursue available legal remedies before the competent courts of Singapore.
33.4. Nothing in this Policy excludes mandatory consumer protection rights applicable in relevant jurisdictions.
34. Contact Information
For service delivery, lesson access, technical support, educational resources, recordings, cancellations or refund enquiries:
TutorPalz Support
Website: www.tutorpalz.com
Email: admin@tutorpalz.com
Please include the relevant booking reference, lesson date and a brief description of the issue.
TutorPalz – Learn. Share. Grow.
Operated by Agricana Pte. Ltd.
Singapore
© 2026 TutorPalz. All rights reserved.
End of Policy