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Tutor Code of Conduct & Professional Standards
Pawprints Tuition · "Every Student is Unique"
By joining Pawprints Tuition, you (the "Tutor") agree to the conditions and professional standards laid out in this document. As a Sole Trader represented by our platform, your conduct directly impacts the reputation of the collective. Failure to adhere to these standards may result in the suspension or termination of our marketing and referral services for your profile.
1. 24/7 Operating Model & Communication
Pawprints Tuition operates 24 hours a day, 7 days a week. To maintain our high standard of client service, we require equivalent responsiveness from our tutors.
•Internal Response Time: Tutors must respond to agency inquiries regarding new students or administrative queries the same day (ideally within 2–4 hours), and to all messages from Pawprints Tuition and parents within 24 hours maximum, unless there are exceptional circumstances.
•Consultation Coordination: We handle the initial booking for consultations. When we reach out to confirm your availability, we require an immediate response so we can finalise the booking with the parent.
•Parental Communication: Once a student is assigned, you are the primary point of contact and are responsible for leading all communication with your assigned students and parents. We maintain a zero-tolerance policy for leaving parents/students without a response for more than 24 hours.
•Consequences: Lack of response or delayed replies may result in formal warnings or reassignment of students to another tutor.
2. Mandatory Use of Meeting Links & Recordings
A core value of Pawprints Tuition is the ability for students to revisit their lessons for revision and to ensure the safety of all parties.
•Standard Procedure: Tutors are required to use the Microsoft Teams meeting links provided by Pawprints Tuition for all lessons.
•Automatic Recording: All lessons are recorded and saved directly to the Pawprints Tuition OneDrive.
•Multi-Purpose Access: Recordings are provided for student revision, tutor self-review, and oversight & safeguarding by Managing Directors.
•Retention Period: Recordings are typically retained for up to 30 days unless downloaded earlier. Access is restricted to the student, parent/guardian, tutor, and Managing Directors.
•Technical Contingencies: In the event of a genuine technical failure, a manual link may be used, but systematic failure to use provided links is a breach of this code.
3. Time Zones & Global Scheduling
As the majority of our clientele is based in the United Kingdom, Ireland, and surrounding islands, all business operations are conducted in Greenwich Mean Time (GMT). It is the Tutor's sole responsibility to ensure they are synced with GMT for all scheduling and consultations, regardless of their physical location or local time zone.
4. Embodying Our Core Values
•Unique Like a Pawprint: We believe "Every Student is Unique." You must tailor your approach to each learner's specific needs. Generic, one-size-fits-all lesson plans are strictly discouraged.
•Inclusive by Design (SEN & CPD): We proudly support SEN, home-educated, and adult learners. Completing SEN-related CPD is excellent for your professional standing and prioritises you for relevant placements.
•Excellence with Heart: We expect academic excellence combined with genuine care to build student confidence.
•Goal-Focused Learning: Remain laser-focused on the student's specific objectives (e.g., 11+, GCSEs, or new adult skills).
5. Subject Integrity, Accuracy & Student Acceptance
•Subject Accuracy: Tutors must only list subjects and levels they are fully confident teaching. Pawprints Tuition relies on this information when assigning students. By listing a subject or level on your profile, you are formally stating your ability to teach to a high professional standard.
•Declining a Listed Subject: If a tutor declines a student for a subject or level they have previously confirmed proficiency in, this is considered a breach of professional clarity and may result in a warning.
•System Accuracy: Tutors must update their stated availability consistently and ensure it is accurate and up to date. If you are fully booked, you must set availability to zero and notify the Managing Directors personally.
•Accepting & Rejecting Students: Tutors may decline a student following a consultation, but must inform Pawprints Tuition immediately and provide a valid reason. Repeated or unjustified rejections may result in formal sanctions.
6. Lesson Consistency & Scheduling Regularity
We advise a minimum of one lesson per week per student to ensure academic momentum.
•Consistent Weekly Slots: Tutors should aim to provide consistent weekly time slots for students wherever possible. Flexibility is encouraged where it benefits the student, but any changes to availability must be clearly communicated in advance.
•Free Introductory Session: A free 15-minute introductory session may be offered to new students to establish rapport and assess needs before committing to regular lessons.
•Scheduling Conflicts: If you cannot accommodate a student's specific schedule, you must refer the client back to Pawprints Tuition immediately for reassignment to another tutor.
7. Cancellations & Payments
•Tutor Cancellations: Tutors must provide at least 24 hours' notice if cancelling a lesson. Tutors are expected to offer a rescheduled session — not simply cancel. Repeated cancellations may result in warnings or removal from the platform.
•Student Cancellations: We recommend a 24-hour notice period for student cancellations. Whether to charge for a late cancellation is at your discretion.
•Payment Leniency: We allow a two-week leniency period for student payments. After this, it is at the tutor's discretion whether to pause lessons until the balance is cleared.
8. Professional Environment & Conduct
•Learning Environment: Tutors must conduct lessons from a quiet, professional environment with a neutral background and professional attire.
•Reliability & Organisation: Tutors are expected to act professionally at all times, be reliable and organised, and prioritise student progress and experience. Failure to meet these standards may result in disciplinary action.
•Safeguarding: Any form of abuse, harassment, or inappropriate conduct toward a student will result in immediate and permanent removal from our platform.
9. Non-Solicitation & Payments
Pawprints Tuition facilitates the connection and automated payment split via Stripe.
•System Integrity: Tutors must not attempt to move any student or lead introduced by the agency to a private payment arrangement to bypass the automated fee split.
•Client Ownership: Any lead or student introduced via the agency remains a client of Pawprints Tuition. Soliciting these clients for private work is a severe breach and will result in immediate termination and potential recovery of lost fees.
10. Employment Status & Data Protection
•Independent Status: The Tutor confirms they are a Sole Trader and not an employee. You are solely responsible for your own Tax and National Insurance contributions.
•GDPR: Handle student/parent contact information with strict confidentiality. Data must only be used for lesson coordination and never shared with third parties.
11. Limitation of Liability
•Academic Outcomes: While we aim to provide high-quality tutoring, Pawprints Tuition does not guarantee specific academic outcomes. Tutors are not liable for exam results or academic performance beyond their professional best efforts.
•Good Faith: Tutors are expected to act in good faith and in the best interests of the student at all times.
12. Warning & Termination Process
Pawprints Tuition operates a structured warning system to address breaches of this Code of Conduct:
•First Warning: Informal (written) — a written notice outlining the concern and expected improvement.
•Second Warning: Formal (meeting) — a formal discussion with the Managing Directors to review conduct and agree next steps.
•Final Stage: Termination — cessation of new student leads, removal of the tutor's profile from our website and advertising, and formally ending the professional relationship.
However, Pawprints Tuition reserves the right to bypass this process in cases of serious concern, including parent complaints, repeated communication failures, or misrepresentation of subjects or availability.
13. Student Reassignment
Pawprints Tuition reserves the right to reassign students at any time where:
•Communication standards are not being met.
•The tutor's reliability is in question.
•Reassignment is deemed to be in the best interest of the student.
Where possible, the Managing Directors will discuss this with the tutor before action is taken.
14. Safeguarding & Child Protection
Pawprints Tuition takes safeguarding extremely seriously. All tutors must adhere to UK safeguarding standards at all times.
•Enhanced DBS: All tutors working with students under 18 are required to hold a valid Enhanced DBS (Disclosure and Barring Service) check. Tutors must inform Pawprints Tuition immediately if their DBS status changes or if any new disclosures arise.
•Communication Boundaries: Tutors may communicate directly with students under the age of 18 for legitimate lesson-related purposes — such as arranging sessions, sharing learning materials, or following up on homework — provided a parent or guardian has given consent and is copied in or made aware. All such communication must take place via the approved platform (Microsoft Teams) or another agreed channel involving parental oversight.
•No Social Media Contact: Tutors are strictly prohibited from adding, following, or contacting students on any social media platform. This applies to all platforms including but not limited to Instagram, Snapchat, TikTok, WhatsApp (personal accounts), and Facebook.
•Duty to Report: If a tutor has any safeguarding concern regarding a student — including disclosures of abuse, neglect, or risk of harm — they must report this to Pawprints Tuition immediately, and to the relevant statutory authority if required. Failure to report is a serious breach of this Code.
15. Recording & GDPR Compliance
As outlined in Section 2, all lessons are recorded via Microsoft Teams and saved to the Pawprints Tuition OneDrive. The following additional obligations apply:
•No Unauthorised Distribution: Tutors must not download, share, forward, or distribute lesson recordings to any third party under any circumstances. Recordings are for internal use only — student revision, tutor self-review, and safeguarding oversight.
•UK GDPR Compliance: All student and parent data (including names, contact details, session notes, and recordings) is subject to UK GDPR. Tutors must handle all personal data with strict confidentiality, use it solely for the purpose of delivering tuition, and must not store it beyond what is necessary.
•Data Breach: Any suspected data breach or unauthorised disclosure of personal information must be reported to Pawprints Tuition immediately.
16. Payment Responsibility & Tutor Liability
Tutors operate as independent Sole Traders and are ultimately responsible for managing their own lesson delivery in relation to outstanding payments.
•Outstanding Payments: Where a student or parent has an outstanding balance, the tutor has the right to pause lessons until the balance is cleared. Pawprints Tuition strongly advises tutors to exercise this right where appropriate.
•No Liability for Unpaid Sessions: If a tutor chooses to continue delivering lessons despite an outstanding payment, Pawprints Tuition accepts no responsibility or liability for any unpaid sessions. The tutor assumes full responsibility for that decision.
•Two-Week Leniency: As outlined in Section 7, a two-week leniency period is recommended before action is taken. After this period, the decision to continue or pause lessons rests solely with the tutor.
17. Refunds & Dispute Resolution
•Refund Policy: Pawprints Tuition does not typically offer refunds for completed lessons. Lessons that have been delivered in good faith are considered non-refundable.
•Complaints & Dissatisfaction: Where a parent or student raises a complaint regarding lesson quality or conduct, Pawprints Tuition will review the matter in consultation with the tutor. Both parties will be given the opportunity to present their account.
•Final Decision: In all disputes, Pawprints Tuition reserves the right to make the final decision where a resolution cannot be mutually agreed. This may include issuing a partial goodwill gesture at the Managing Directors' sole discretion, but does not constitute an admission of liability.
•Good Faith: Tutors are expected to engage with any complaint process in good faith and respond promptly to any communication from Pawprints Tuition regarding a dispute.
18. Lesson Quality & Minimum Standards
Pawprints Tuition is committed to delivering a high-quality tutoring experience. The following minimum standards are expected of all tutors:
•Lesson Preparation: Tutors are expected to prepare for each lesson in advance. This includes reviewing the student's goals, previous progress, and any upcoming assessments or topics.
•Structured Teaching: Each lesson should follow a clear structure using appropriate resources, including but not limited to: exam-style questions, past papers, worksheets, visual explanations, or digital tools relevant to the subject and level.
•Homework & Follow-Up: Where appropriate, tutors are encouraged to set follow-up tasks or homework to reinforce learning between sessions. This should be communicated clearly to the student and parent.
•Measurable Progress: Tutors should actively monitor and communicate student progress to parents on a regular basis. Where a student is struggling or requires additional support, the tutor must proactively flag this to the parent and to Pawprints Tuition where relevant.
19. Lateness & No-Show Policy
•Tutor Lateness: If a tutor is late to a lesson, they are expected to make up the lost time by extending the session accordingly, or by offering a rescheduled make-up session. Repeated lateness will be treated as a conduct matter.
•Student Lateness: If a student is late, the lesson will still end at the originally scheduled time unless the tutor voluntarily chooses to extend it. Tutors are not obligated to make up time lost due to student lateness.
•Tutor No-Show: If a tutor fails to attend a scheduled lesson without prior notice, this is considered a serious breach. The tutor must reschedule the session at no additional cost to the student and may receive a formal warning.
20. Professional Boundaries
•Personal Relationships: Tutors must maintain strictly professional relationships with all clients (students, parents, and guardians). Personal, financial, or romantic relationships with clients are strictly prohibited and will result in immediate removal from the platform.
•Financial Conduct: Tutors must not request personal loans, gifts of significant value, or any financial favour from students or parents. Any such conduct will be treated as gross misconduct.
•Professionalism at All Times: Tutors represent Pawprints Tuition in all their interactions. Conduct that could bring the company's reputation into disrepute — online or offline — may result in disciplinary action or termination.
21. Emergency & Exceptional Circumstances
Pawprints Tuition understands that genuine emergencies and unexpected circumstances can arise. The following applies in such situations:
•Reasonable Flexibility: In the event of a genuine emergency (e.g., sudden illness, bereavement, or urgent personal matter), tutors are expected to notify Pawprints Tuition and the affected student or parent as soon as reasonably possible.
•Communication is Key: Silence or failure to communicate in an emergency situation is not acceptable. Even a brief message acknowledging the situation and providing an expected timeframe for follow-up is expected.
•Rescheduling: Where a lesson is missed or cancelled due to a genuine emergency, the tutor is expected to offer a rescheduled session at the earliest available opportunity.
22. Right to Amend
Pawprints Tuition reserves the right to update, amend, or add to this Code of Conduct at any time. Tutors will be informed of any material changes and may be asked to re-sign the updated document. Continued engagement with Pawprints Tuition following notification of changes will be taken as acceptance of the revised terms.
Acknowledgement
By signing below, you acknowledge that you are a Sole Trader and agree to abide by these standards to maintain your professional relationship with Pawprints Tuition.