Theachr

Support Terms

1. Purpose

These Support Terms describe how Theachr provides customer support in relation to the platform, including user enquiries, technical issues, account assistance, booking-related issues, payment-related support, and trust and safety concerns.

These Support Terms apply together with Theachr’s Terms and Conditions, Privacy Policy, and any other policies published on the platform.

2. Scope of Support

Theachr may provide support for:

  • Account access issues
  • Platform bugs or technical errors
  • Booking, cancellation, and rescheduling issues
  • Payment, subscription, and billing-related issues
  • Tutor profile or listing issues
  • Trust and safety reports
  • Privacy or personal data requests
  • General product or feature enquiries

Theachr does not provide:

  • Legal advice
  • Educational advice or tutor-selection advice tailored to individual circumstances
  • Guaranteed dispute resolution between users
  • Emergency services or immediate real-time intervention

3. Support Channels

Users may contact Theachr through one or more of the following channels:

  • In-app support
  • Support email
  • Website contact form
  • Help centre or FAQ
  • Designated trust and safety or privacy contacts where applicable

Support contact: [insert support email]
DPO / privacy contact: [insert DPO email]

4. Support Hours

Unless otherwise stated, support is provided during Theachr’s stated business hours only.

Suggested:

  • Standard support hours: Monday to Friday, [insert hours], excluding Singapore public holidays
  • Trust and safety or urgent reports: monitored on a best-efforts basis, not guaranteed 24/7

5. Response Times

Theachr will use reasonable efforts to respond within the following indicative timelines:

  • General enquiries: within 2 to 3 business days
  • Account access issues: within 1 to 2 business days
  • Billing and payment issues: within 2 to 3 business days
  • Trust and safety concerns: as soon as reasonably practicable
  • Privacy or personal data requests: within timelines required by law or within a reasonable period

These response times are targets only and are not guaranteed service levels unless expressly agreed otherwise in writing.

6. No Guaranteed Resolution Time

While Theachr aims to address issues promptly, we do not guarantee that any issue will be resolved within a specific timeframe.

Resolution time may vary depending on:

  • Complexity of the issue
  • Involvement of third-party service providers
  • Need for user action or verification
  • Involvement of another user, payment provider, or external system
  • Legal, regulatory, or safety considerations

7. User Responsibilities When Seeking Support

To help us investigate efficiently, users should:

  • Provide accurate account and contact information
  • Describe the issue clearly and honestly
  • Provide relevant screenshots, transaction details, booking references, or device details
  • Respond to reasonable follow-up questions
  • Avoid abusive, threatening, fraudulent, or misleading communication

Theachr may limit or suspend support if a user repeatedly submits false, abusive, duplicative, or bad-faith reports.

8. Platform Issues vs User Disputes

Theachr may assist in facilitating communication between users but is not obliged to resolve every dispute between tutors, parents, or students.

Theachr may, at its discretion:

  • Request information from the parties
  • Review relevant platform records
  • Apply platform policies
  • Issue credits, refunds, warnings, suspensions, or other remedies where permitted

However, Theachr is not a court, mediator, or arbitrator.

9. Payment and Refund Support

Where payments are enabled, Theachr may assist with:

  • Failed payments
  • Duplicate charges
  • Payout status
  • Refund eligibility under platform rules
  • Subscription issues

Where third-party processors are involved, resolution may depend on their systems and timing. Theachr does not guarantee payment recovery, charge reversal, or refund approval except where required by law or platform policy.

10. Trust and Safety Reports

Users should report any serious safety, impersonation, fraud, harassment, exploitation, or misuse immediately.

Theachr may prioritise such reports and take actions including restricting content, suspending accounts, or requesting verification.

For emergencies or immediate risk, users should contact local emergency services or law enforcement directly. Theachr is not an emergency-response service.

11. Privacy and Personal Data Requests

Requests relating to personal data, including access, correction, or withdrawal of consent, may be directed to the DPO or privacy contact.

Handling of such requests is subject to Theachr’s Privacy Policy and applicable Singapore law, including the PDPA.

12. Changes to Support Processes

Theachr may update support channels, workflows, or response times at any time. Updates may be published on the platform or help centre.

13. Suspension or Refusal of Support

Theachr may suspend, limit, or refuse support where:

  • Requests are abusive, threatening, fraudulent, or repetitive
  • Support channels are being misused
  • The matter falls outside the scope of support
  • Providing support would breach law, policy, or another person’s rights
  • The account has been suspended or terminated

14. Limitation of Liability

To the fullest extent permitted by law, Theachr does not guarantee uninterrupted support availability, specific outcomes, or response within a specific time.

Nothing in these terms excludes liability where such limitation is not permitted under Singapore law.

15. Contact Details

  • General support: [insert support email]
  • Billing or payments: [insert billing email]
  • Trust and safety: [insert trust & safety email]
  • Privacy or DPO: [insert DPO contact]