Leaving a review for your tutor helps us ensure the quality of our tutoring services and assists other students in finding the right tutor for their needs. Here’s how you can leave a review:

1. Receiving Review Prompts:

• After Lessons: After your third lesson with a tutor, you’ll receive an email with a link to leave a review on their profile page. If you’d like to wait longer, we’ll send you a prompt after every subsequent three lessons with that tutor.

1. Accessing Review Links:

• Email: If you can’t find the email, log into your ACE Tutors account and go to the “Messages” tab. Look for the message thread between you and your tutor, where you’ll find a link to leave a review.
• Profile Page: On the tutor’s profile page, click the ‘i’ icon (or the outline of a person on our app) next to the ‘Book’ button. Select ‘Leave a review’ to provide your feedback.

1. Submitting Your Review:

• Comment and Rating: You’ll be asked to leave a short comment and a star rating out of five. Your review will then be displayed on the tutor’s profile for others to see.

1. Additional Support:

• Submit Directly: If you have any trouble, you can send your review directly to our Engagement team, and we will post it on your behalf. Just provide your comments and star rating, and we’ll handle the rest.

1. Review Modifications:

• Editing Reviews: Once posted, reviews cannot be edited or removed. If you need to make any changes, send the updated comments to our support team, and we’ll update the review for you.

We appreciate your feedback and thank you for helping us maintain high standards in tutoring!

A trial lesson is a great way to find out if a tutor is the right fit for you before committing to regular sessions. Here’s what you need to know:

1. Purpose of a Trial Lesson:
   • Meet the Tutor: It allows you to meet your tutor and get to know their teaching style.
   • Discuss Goals: You can discuss your learning objectives and plan for future lessons.
   • Assess Fit: Evaluate whether their approach suits your needs and learning style.
2. Booking a Trial Lesson:
   • Contact Your Tutor: If you’re interested in a trial lesson, simply message the tutor through their profile to inquire about availability.
3. Cost of Trial Lessons:
   • Varies by Tutor: The cost can vary depending on the tutor. Some may offer a trial session at their standard hourly rate, while others might provide a discount, with prices starting from RM110.
   • High Demand Tutors: Note that not all tutors offer discounted trials, especially those who are in high demand.
4. Trial Lesson Benefits:
   • One-off Lesson: Even if a discounted trial is not available, tutors are happy to schedule a one-off initial lesson for you.

Feel free to reach out to your chosen tutor to discuss the possibility of a trial lesson and any specific requirements you may have. For further assistance, our support team is here to help!

Tuition sessions on ACE Tutors can be held in a variety of locations based on what works best for you and your tutor. Here’s where sessions commonly take place:

1. Options for Tuition Locations:
   • Student’s Home: Many tutors are happy to travel to your home for sessions.
   • Tutor’s Home: Some tutors prefer to conduct lessons at their own home.
   • Online Classroom: Lessons can also be conducted via our secure online classroom, providing flexibility and convenience.
2. Discuss Preferences:
   • Check Tutor Profiles: Review the travel policy on the tutor’s profile page to see their preferences for in-person lessons.
   • Send a Message: You can also message your tutor to discuss your preferred location. If you prefer tuition at your home, most tutors are willing to accommodate this.
3. Alternative Locations:
   • Public Spaces: If convenient, you may arrange to meet in a public space such as a library or coffee shop. This can be a good option for the first lesson or for regular sessions, depending on your preference.
4. Check Lesson Details:
   • Confirmation Email: The location details for each lesson will be included in your lesson confirmation email.
   • ACE Tutors Account: You can also view the location details by logging into your ACE Tutors account.

Feel free to discuss any location preferences with your tutor to ensure a comfortable and productive learning environment. If you have any questions, our support team is here to help!

If you’ve received a notification that your lesson has “expired,” it means that the lesson was not confirmed in time. Here’s what may have happened and what you can do:

1. Confirmation Process:
   • After scheduling your lesson, you’ll receive a message via text and email prompting you to confirm the session details and your payment information on the ACE Tutors website.
   • You have up to 12 hours before the lesson’s start time to confirm. We’ll send you reminders to complete this step.
2. Expired Lesson:
   • If you don’t confirm the lesson within this timeframe, it will be marked as expired. This means the lesson has been canceled and your tutor will not be expecting you.
3. Next Steps:
   • Contact Your Tutor: If you still wish to have the lesson, reach out to your tutor to check their availability. You may need to reschedule the lesson and agree on a new date and time.
   • New Booking: Your tutor will need to book the lesson again. You’ll then confirm this new booking as usual. For guidance on how to confirm your new booking, please refer to our confirmation guide.
4. Avoid Attending Expired Lessons:
   • Do not attend any lesson marked as expired without first confirming a new booking with your tutor.

For any further assistance or if you have any questions, feel free to contact our support team.

We understand that sometimes plans change and you may need to cancel a lesson. Here’s how you can cancel a booking on ACE Tutors:

1. Contact Your Tutor:
   • If possible, message your tutor with a proposed new time for the lesson. They can help you reschedule if a suitable time is available.
2. Cancel Through Your Account:
   • Log In: Access your ACE Tutors account.
   • Go to ‘Lessons’: Navigate to the “Lessons” page from the top menu.
   • Find Your Lesson: Locate the upcoming lesson you wish to cancel and click on “Lesson Details.”
   • Cancel Lesson: Click the “Cancel Lesson” option on the lesson details page.
3. Cancellation Process:
   • Choose Reason: Select a reason for cancellation from the dropdown menu. If scheduling is an issue, a link to reschedule the lesson will be provided.
   • Confirm Cancellation: If you need to cancel, confirm by clicking the ‘Cancel Lesson’ button. This will notify your tutor of the cancellation.
4. Late Cancellation Fees:
   • Fees: Lessons canceled less than 24 hours before the scheduled start time may incur late cancellation fees. You will see a message detailing any charges on the screen if applicable. For more details, you can refer to our Cancellation Policy.
5. Using the ACE Tutors App:
   • Navigate: Open the ACE Tutors app on your Android or iOS device.
   • Go to Calendar: Access the Calendar tab from the bottom of the screen.
   • Select Lesson: Choose the lesson you want to cancel or reschedule.
   • Cancel or Reschedule: Click on “Cancel Lesson” and choose either “Reschedule Lesson” or “Cancel Lesson.” We will notify your tutor of your chosen action.

For further assistance, feel free to contact our support team.

If a lesson was canceled but you or your tutor did not cancel it through the ACE Tutors system, you can request a refund. Here’s how:

1. Request a Refund:
   • Log In: Access your account on the ACE Tutors website or app.
   • Go to the ‘Lessons’ Tab: Navigate to the “Completed Lessons” section.
   • Select the Lesson: Find the lesson that did not occur and click on “Lesson Details.”
   • Request Refund: Click on the option to request a refund. You will be asked if you want a full or partial refund. If you choose partial, specify the amount.
2. Confirmation Process:
   • After requesting a refund, we will contact your tutor to confirm that the lesson did not take place. The tutor has up to two days to respond.
   • If the tutor confirms that the lesson did not occur, your refund will be processed automatically.
3. Refund Processing:
   • You will receive a confirmation email from our payment provider, Stripe, once the refund is processed.
   • Refunds typically take 3 to 5 working days to reach your account, depending on your bank.
4. Late Requests:
   • If you request a refund after the two-day period or if the tutor does not confirm the missed lesson, we will make every effort to assist you, but we cannot guarantee a refund if the tutor has already been paid.

For further assistance or if you have any questions, please contact our support team.

At ACE Tutors, we’ve introduced a new feature that allows tutors to assign homework to help reinforce your learning. Here’s what to do when you receive homework:

1. Check Notifications: You’ll receive a notification, text message, and/or email when your tutor assigns homework. Click the link in the notification to access your homework directly.
2. Access Homework: You can also view the homework by going to the message thread with your tutor and clicking ‘View Homework’.
3. Complete the Homework: Review and complete the questions on paper before your next lesson. If you encounter any difficulties, make a note of them to discuss with your tutor in your upcoming session.
4. No Further Action Required: Once you’ve completed your homework, you don’t need to submit it anywhere. Just bring your notes and any questions to your next lesson.

Feel free to reach out to your tutor if you have any questions or need clarification before your next session.

Absolutely! Requesting feedback from your tutor can be very beneficial for tracking your progress, maximizing the effectiveness of your sessions, and identifying areas for improvement.

To request feedback:

1. Visit the Completed Lessons Page: Go to the ‘Completed Lessons’ section on the ACE Tutors website or app.
2. Select the Lesson: Choose the specific lesson for which you would like feedback.
3. Request Feedback: Click the “Request Feedback” button.

Your tutor will receive your feedback request through their ACE Tutors app and will provide you with the insights you need.

Feel free to request feedback at any time to stay informed about your progress and areas for development.

To confirm your lesson at ACE Tutors , follow these steps:

1. Email or Text Link: Use the link provided in the confirmation email or text we sent when your lesson was booked. If you’ve misplaced these messages, you can find another link in the message thread with your tutor on our website.
2. Messages Tab: Log into your account and go to the ‘Messages’ tab. Locate the conversation with your tutor, where you’ll find a link to confirm your lesson.
3. Lessons Tab: You can also confirm your lesson via the ‘Lessons’ tab on both our website and app. Under ‘Upcoming Lessons,’ view all your scheduled lessons and click the link to confirm any that are pending. You’ll be directed to a confirmation page where you’ll need to enter your payment details and authenticate the payment with your bank. Once completed, your lesson will be confirmed.

Additional Information:

• First Lesson Confirmation: You only need to confirm payment details for your first lesson with a tutor. Future lessons with the same tutor will be automatically confirmed.
• Payment Timing: Payment is processed 24 hours after each lesson takes place.

Requesting a Lesson:

When requesting a lesson with a tutor, you can enter your payment details during the request process. Payment will only be taken 24 hours after the lesson has been completed.

For any additional assistance or questions, please feel free to contact our support team.

At ACE Tutors, we’ve streamlined the process to make booking and paying for your lessons as straightforward as possible. All transactions are cashless, so you won’t need to handle any cash.

Booking a Session:

1. Find and Confirm: After selecting a tutor and agreeing on a time for your first lesson via our messaging system, the tutor will book the session for you.
2. Payment Details: You will receive a message requesting confirmation by entering your payment details on our website. You have up to 12 hours before the lesson’s start time to complete this step.
3. Payment Timing: Payment is processed 24 hours after the lesson has taken place. We only request your payment details in advance to confirm your time slot.

Managing Future Lessons:

• Initial Confirmation: You only need to confirm the payment details for your first lesson with a tutor. All subsequent lessons with the same tutor will be automatically confirmed.
• Reminders and Receipts: You’ll receive an email reminder 24 hours before any future lessons and a receipt 24 hours after the lesson.

Booking Multiple Sessions:

• Block Booking: If you wish to schedule multiple sessions, inform your tutor. They can arrange weekly or fortnightly lessons to provide structure and continuity in your learning.

You can manage all your bookings from your dashboard or contact us for assistance. For more details on payments, please click here.

Once you’ve found a tutor’s profile that interests you, you have the option to either request a lesson or send them a message if you’re not ready to book immediately

Request a Lesson:

1. Select Your Preferences: If you’re ready to book a lesson, choose the desired date, time, and duration from the tutor’s available slots.
2. Confirmation: If the tutor is available, they will schedule the lesson at your requested time or suggest an alternative if needed. You’ll then be asked to confirm the timing and enter your payment details.
3. Booking: Once confirmed, the lesson will appear in your “Upcoming Lessons” tab. Please note, payment will be processed 24 hours after the lesson has ended.

Send a Message:

If you prefer to discuss details before booking, click on the ‘Any questions? Message tutor’ button. This will open a chat where you can ask questions and discuss availability with the tutor. All correspondence will be visible in your messages, allowing for further communication as needed.