Customer Service for Students

1Choose area for which you need help?

Tutor has not joined the trial class. What should the student do?
In such cases, the student should wait for the tutor to enter class as follows. If the tutor joins the class after 5 minutes of the scheduled start time of class, penalties with respect to late coming will apply. If the tutor doesn’t join the class within 15 minutes of the scheduled start time, please leave the class. Please do not forget to provide feedback via the form Spanedea sends you, about ‘No-Show’ by tutor. You will be paid for ‘No-Show’ by tutor. A No-Show class will not count in your trial class records.
How can a student reschedule / cancel a scheduled trial class?
To reschedule or cancel trial class, login to Spanedea and go to your dashboard. From your dashboard, you can reschedule or cancel your trial class. Please note that rescheduling/ cancellation rules and penalties will apply.
The student has joined the trial class but due to a technical issue (mic/ speaker not working, slow internet etc.) is unable to continue the class. What should she do?
If problem is not resolvable, inform the tutor and you can end the class before the scheduled time. In feedback form, indicate the reason for early discontinuation of the class.
How can students reschedule a canceled trial class?
Students can go to their dashboards and request a new trial class. Please note that other aspects of the Tutor Preferences Form cannot be changed.
Can students take two trial class with the same tutor?
No. Only one trial class can be taken per tutor.
I am an existing (enrolled) student at Spanedea and want to buy another tutoring program. Do I need to pay the Registration Fee again to take trial classes with tutors?
No, you do not have to pay the Registration Fee again. You can request trial classes for new tutoring program, for free, through your dashboard.
The student has bought paid Registration Fee but not received schedule for the trial classes. What should she do?
Please check if you have filled the Tutoring Preferences Form. If you have not filled the form yet, go to your dashboard and fill the same. Once you have filled the Tutoring Preferences Form, trial classes will be scheduled within one working day.
During a trial class, what can the student discuss with the tutor?
During the trial class, the tutor will teach the topic that the student selected through the Tutor Preferences Form. In addition to academics / studies, the student should please feel free to ask about the tutor’s teaching philosophy/style, credentials, experience etc.
Can the student discuss fees with the tutor during a trial class?
Fees can be discussed during the trial class but cannot be negotiated. This is to ensure transparency in transactions. Tutors are selected for the trial class based upon the hourly fees set by student in the Tutor Preferences Form. Any attempt to negotiate the fees can lead to suspension of student’s registration at Spanedea.
Can parents meet the tutor during the trial class?
We strongly recommend that (the student’s) parents interact with the tutor during the trial class.
What are the policies applicable when students reschedule / cancels trial class(es)?
Policies for rescheduling/ canceling trial classes are as follows:
- If a trial class is rescheduled or canceled, more than 12 hours in advance before the trial class, then no penalty is applicable
- If a trial class is rescheduled or canceled, less than 12 hours but more than 30 minutes before the trial class, student will be charged 25% of hourly fee with her tutor as penalty
- If a trial class is rescheduled or canceled, less than 30 minutes before the trial class or there is No-show by student for the trial class, student will be charged 100% of hourly fee with her tutor as penalty

Penalties charged for rescheduling/ cancellation are credited to the tutor’s account after adjusting for the Spanedea Service Fee. Similar policy applies to the tutors also in case a tutor reschedules or cancels the class. Number of reschedulement/ cancellation instances by students will be shown on the dashboard. Classes must be rescheduled/ canceled through the Spanedea dashboard. Rescheduling/ cancellation through any other method will not be recognised by Spanedea. Penalties will apply based on when is the class schedule updated on the Spanedea dashboard.
What are the policies if students come late for trial class(es)?
Policies for late coming for trial class or regular class are as follows:
- A student must join the class on or before the scheduled start time for class.
- If a student joins the class after 5 minutes but before 15 minutes of the scheduled class start time, then it will be marked as ‘Late Entry’ in the class.
- If a student joins the class after 15 minutes of the scheduled class start time, then it is marked as ‘No-show’ by the student. Class is deemed to be rescheduled/ canceled. No-show penalty will apply.

Penalties for late coming are as follows:
- If a student is late for more than 3 classes but upto 6 classes in a month, then penalty is Rs. 500
- If a student is late for more than 6 classes in a month, then penalty is Rs. 1,000

Number of late coming instances by a student will be shown on the student’s dashboard. Similar late coming policy applies to the tutors also.
Can a student change the weekly schedule for a tutoring program?
Yes, student can change the weekly schedule for a program at a later stage if your tutor agrees to the new schedule.
How can a student schedule a class with tutor, outside fixed weekly schedule?
You can send your tutor class scheduling request using your Spanedea dashboard. Your tutors can either accept or decline the class scheduling request. Your tutors can also send you a class scheduling request, which you can either accept or decline as per your availability.
Can a student reschedule or cancel pre-scheduled class with tutors?
Yes, you can cancel or reschedule your pre-scheduled class with tutors using your Spanedea dashboard. Rescheduling or cancellations are governed by rules including potentially, penalties.
How can a student reschedule a canceled class?
You can send scheduling requests to your tutors using Spanedea dashboard. Your tutors can either accept or decline the class scheduling request. Your tutors can also send you a class scheduling request, which you can either accept or decline as per your availability.
I am facing problem in scheduling classes with my tutor though I have sent several requests. What should I do?
At times, due to mismatch in schedule, tutor may not be able to accommodate your requests. In case this happens repetitively, we recommend that you discuss comfortable timings for class with tutor through messaging system or in a class. If schedules are not matching, you can consider change of tutor.
Can students ‘change tutor’?
Yes, you can. Just send us a request through your Dashboard. In such case, the rate as per the new tutor will be applied and the fee for the program will be adjusted accordingly. From a syllabus or topic coverage point of view, the new tutor can start tutoring from where the previous tutor left off or restart - depending on the student’s preference.
Can students customise the tutoring program after it has commenced?
Yes, you can. A defined tutoring program acts as a starting point for you and your tutor. As you proceed, based on your requirements, you can change pace of program, add or delete topics, change sequence in which topics are taught - in consultation with tutor. Please note any changes in the number of sessions of the program can lead to change in the fees of the program.
Can student take tutoring sessions with different tutors for the same subject in a program?
Yes, student can take up tutoring sessions with different tutors for different topics to be covered in a subject. To do so, follow these steps:
- Create a MYTP (Make you tutoring program) consisting of the topics you want to learn with a different tutor
- Schedule trial class with new tutors from your dashboard for MYTP created
- Enroll for the new MYTP created once you have selected the new tutor
- Note - From your existing program, these topics will be deleted
As a student, I want to buy more than one tutoring program. Do I need to pay Registration Fee more than once?
No. After you have enrolled for you first tutoring program, you are eligible for free trial classes with other Spanedea tutors without any payments.
What are the policies if students reschedule / cancel regular class(es)?
Policies for rescheduling/ canceling regular classes are as follows:
- If a class is rescheduled or canceled by you, more than 12 hours in advance before the scheduled class start time, then no penalty is imposed.
- If a class is rescheduled or canceled by you, less than 12 hours but more than 30 minutes before the scheduled class start time, then student will be charged 25% of hourly fee with her tutor as penalty.
- If a class is rescheduled or canceled by you, less than 30 minutes before the scheduled class start time or there is No-show by student for the class, then student will be charged 100% of hourly fee with her tutor as penalty.

Penalty charged for rescheduling/ cancellation is credited to the tutor’s account after adjusting for the Spanedea Service Fee. Similar policy applies to the tutors also in case tutor reschedules or cancels the class. Number of reschedulement/ cancellation instances by a student will be shown on the student’s dashboard. Class must be rescheduled/ canceled by student through the class schedule displayed on the Spanedea dashboard. Rescheduling/ cancellation through any other method will not be recognised by the Spanedea platform and penalties will apply based on when is the class schedule updated on the dashboard.
What are the policies if students comes late for regular class(es)?
Policies for late coming for a regular class are as follows:
- A student must join the class on or before the scheduled start time for class.
- If the Student joins the class after 5 minutes but before 15 minutes of the scheduled class start time, then it will be marked as ‘Late Entry’ in the class.
- If the student joins the class after 15 minutes of the scheduled class start time, then it is marked as ‘No-show’ by the student. Class is deemed to be rescheduled/ canceled. No-show penalty will apply.

Penalties for late coming are as follows:
- If a student is late for more than 3 classes but upto 6 classes in a month, then penalty is Rs. 500
- If a student is late for more than 6 classes in a month, then penalty is Rs. 1,000

Number of late coming instances by a student will be shown on the student’s dashboard. Similar late coming policy applies to the tutors also.
How can students contact tutors outside classroom for important communication?
The Spanedea dashboard allows students to communicate with tutor strictly for academic purposes including scheduling classes, providing feedback on classes, sharing assignments. You can send your tutors messages and receive messages from your tutors using your Spanedea dashboard.
How can students send class notes/assignments to tutors?
Using Spanedea dashboard, you can upload class notes or assignments for your tutor(s) and download questions or homework uploaded by your tutor(s).
How can students start / join a class at Spanedea?
To start a class, login to Spanedea dashboard and go to ‘My Classes’ and then click on ‘Enter Class’ corresponding to the scheduled class to be started.
A student has a scheduled class but is not able to see the class link on the dashboard. What should she do?
It can be due to one of the following two reasons:
- Class schedule request was not accepted, hence class was not actually scheduled
- Class was scheduled but has been cancelled

To confirm, check the ‘Expired Request’ section in the dashboard.
A student has joined a class but the tutor has not joined yet. What should the student do?
In such cases, the student should wait for the tutor to enter class as follows. If the tutor joins the class after 5 minutes of the scheduled start time of class, penalties with respect to late coming will apply. If the tutor doesn’t join the class within 15 minutes of the scheduled start time, please leave the class. Please do not forget to provide feedback via the form Spanedea sends you, about ‘No-Show’ by tutor. You will be paid for ‘No-Show’ by tutor. A No-Show class will not count in your class records.
A student has joined class but due to a technical issue (mic/ speaker not working, slow internet, screen sharing not working etc.) is not able ontinue the class. What should the student do?
If problem is not resolvable, inform the tutor and you can end the class before the scheduled time. In feedback form, indicate the reason for early discontinuation of the class.
What are the policies in case class ends before the scheduled end time due to technical/ uncontrollable reasons?
In such an unfortunate circumstance, you can leave the class and join the class again through your dashboard after a few minutes. If problem still persists, you can end the class before the scheduled time. In feedback form, indicate the reason for early discontinuation of the class. Students will be charged for the actual number of minutes before the class was discontinued.
How can students check if tutor is free before sending the class request?
You can check tutor’s availability before sending the class request either through the messaging system or in the previous class.
Can student send ‘doubts’ to tutor before the class?
Yes, you can. Please send file to the tutor through file sharing system from your dashboard.
Can a student exchange phone number and email address with tutors?
No, students cannot exchange any personal contact details with tutors. In the event student request or reveals any such information, Spanedea reserves the right to terminate student’s Spanedea account and cancel all her classes at Spanedea. The Spanedea dashboard has all communication facilities required to communicate with your tutors for conducting online tutoring. In case you desire any other feature or communication tool please write to academics@spanedea.net.
Can students pay fee directly to tutors?
No, fees can not be paid directly to tutors. A student pays fee to Spanedea. The fee paid by the student is kept in escrow by Spanedea and is paid to tutor on a periodic basis as the classes are conducted. In case student discontinues the tutoring program, unused fees for is refunded. If a student attempts to pay fees, or pays fees, directly to a tutor then Spanedea reserves the right to terminate student’s Spanedea account and cancel all future classes at Spanedea.
Can students negotiate fees with tutors?
At Spanedea, tutors decide their own fees. Fees charged by tutors shortlisted for you will be shared with you. Please note that fees charged by the tutors are non-negotiable. This is to ensure transparency in the transactions. Any attempt to negotiate the fees can lead to suspension of student’s registration at Spanedea.
What are the different options for making payment?
The student can pay through Credit Cards, Debit Cards, Net Banking, Paypal and Cheque deposit to Spanedea’s bank account.
How can students check monthly class statements and corresponding charges for the same?
Login to your Spanedea dashboard and go to ‘Statement’ to access your class statements on monthly basis and payment corresponding to it.
Where can students see payment schedule and link for making payment?
Payment schedule is accessible through the dashboard. The link for making payment can also be accessed through the dashboard.
What are the policies for paying installments?
Students (or student’s parents) are responsible to pay all the installments on time and check for the next installment due by login to student’s Spanedea dashboard.
- If an installment due is late by 1 day, however, paid within 7 days of due date, then a student will be charged INR 500 as penalty
- If an installment due is late by more than 7 days, then a student will be charged INR 1000 as penalty

When the credit in a student’s account goes below the amount required for scheduling the next class (taking in to account penalties), class scheduling will stop.
Can student pay after every class?
No. Payment is made on monthly basis as per the instalment plan for all tutoring programs except TeachTime. In TeachTime program, you can add credits to your account, flexibly, as per your requirements for classes.
What are Spanedea’s billing policies?
Tutors are paid and students are charged for the actual number of minutes taught in a class. Class start time is taken as the time when both tutor and student are present in the class. Class end time is taken as that point in time when any one - student or tutor - leaves the class and does not join back in next 5 minutes.
What is Spanedea’s fee refund policy?
If for any reason a student want to cancel the program, Spanedea will refund your unused fees, i.e. total fees paid less fees consumed through taking tutoring sessions. Refunds as applicable will be made within 7 working days from the date a student (or student’s parents) requests for refund. The refunds will be made directly to the student’s (or student’s parents) bank account, provided proper bank account details are given.
I have lost my password, how can I reset it?
To reset your password go to http://www.spanedea.com/launch/forgot_pass. Enter your email ID registered with Spanedea and then check your email inbox for the link to reset your password.
How can my email id be verified?
When you register on Spanedea, you automatically receive an email request to verify your email ID. Follow the instructions given in the email to verify your email id. In case, you are not able to find the mail for email verification, you can reset your password. The reset password key is sent to your registered email address. Resetting of password will automatically verify your email address. Till the time you verify your email id, your access to Spanedea account will be restricted.
Can I invite my friends to join Spanedea?
Yes, of course you can. If you refer your friends to Spanedea, we would like to say thanks by rewarding you. For details on referral scheme, please check your dashboard or contact us.

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