Terms and Conditions for Tutor on Demand

Terms and Conditions for Tutor on Demand

These Terms and Conditions are applicable to the use of Tutor on Demand services by the customers who have subscribed to (a) ToD Complimentary Subscription (as defined below), and /or (b) ToD Subscription (as defined below), (such terms shall be referred to as the “ToD Terms”).

The Tutor on Demand services are add-on services to Byju’s Classes and/or Byju’s Tablet Learning Program (as defined below), being provided by Think & Learn Private Limited (“Company”/ “our”/ “us”) wherein, subject to the terms set forth below, upon:

1. you getting a complimentary access and/or opting and subscribing to any of the following ToD Products (as defined below), and
2. you or your ward (who is studying in a grade between grades 4 to 10) as named in the order form (“Customer Order Verification Form” and such named ward the “Student”) request for a clarification of the Query (as defined below) in a Subject (as defined below) through the procedure set forth below,

One on one live online doubt resolution for a period of 30 (thirty) minutes are provided online vide https://byjus.com/learn for both Byju’s Classes and/or Byju’s Tablet Learning Program users (hereinafter collectively referred to as “Platform/Website”) wherein a Tutor (as defined below) is assigned to the Student for clarifying the relevant Query (as defined below) in the relevant Subject (as defined below) as may be applicable (“ToD”).

For the purposes of the ToD Terms, (a) customers who have subscribed to a ToD Product shall be referred to as “you” or “your” (b) “ToD Product” shall mean either the ToD Complimentary Subscription (as defined below) or ToD Subscription (as defined below), as the case may be (c) “Byju’s Classes ” shall mean live classes conducted for Grade 4 to 10 more particularly described at https://byjus.com/byjus-classes/ (d) “Byju’s Tablet Learning Program” shall mean pre recorded videos for Grade 4 to Grade 10 more particularly described at https://byjus.com/byjus-the-learning-app/.

The types of subscription are set forth below:

ToD Complimentary Subscription: 2 ToD classes are provided complimentary to all customers who have enrolled and subscribed to a) Byju’s Classes on or after August 18, 2022 and/or b) Byju’s Tablet Learning Program on or after October 27, 2022, respectively.

1. ToD Subscription: Any of the ToD subscriptions or packs mentioned in Table A below (each such pack or subscription a “ToD Subscription”) may be availed by a customer who has enrolled and/or subscribed to Byju’s Classes and/or Byju’s Tablet Learning Program upon paying the fees (specified on the Customer Order Verification Form). Please note that a ToD Subscription expires on the (a) the expiry of your subscription to Byju’s Classes and/or Byju’s Tablet Learning Program or (b) the expiry of the validity of the relevant ToD Subscription opted by you on the Customer Order verification Form or (c) the number of ToD classes offered by us in the relevant ToD Subscription (subscribed to by you) have been exhausted, whichever is earlier.

Table A

These ToD Terms shall govern your relationship with us, in addition to the terms and conditions (available at https://byjus.com/tnc_app/#tncdesc) applicable for – (a) your use of our website www.byjus.com (“Website”), our applications (“Application”) or any products or services in connection with the Application/ Website/products (“Services”); or (b) any modes of registrations or usage of products, including through SD cards, tablets or other storage/transmitting device (hereinafter “Terms of Use”). If you do not agree with the Terms of Use or ToD Terms or the Privacy Policy (as defined below), please do not use the Application or Website or avail the Services or ToD or products. Any access to our Services/Application/ToD Products/other products through registrations/subscription is non-transferable.

1. Eligibility for ToD Products:
1. Only customers who have enrolled and subscribed to i) Byju’s Classes on or after August 18, 2022 or ii) Byju’s Tablet Learning Program on or after October 27, 2022 will be eligible for ToD Complimentary Subscription.
2. Only customers who have enrolled and subscribed to Byju’s Classes and/or Byju’s Tablet Learning Program will be eligible to subscribe to a ToD Subscription.
3. Customers who are not enrolled for Byju’s Classes and/or Byju’s Tablet Learning Program cannot avail ToD Subscription.
2. Access to ToD Product(s): All existing customers who have enrolled and subscribed to Byju’s Classes and/or Byju’s Tablet Learning Program may access the relevant ToD Product at www.byjus.com/learn (“Learn Portal”) by clicking on the left navigation and selecting “Tutor on Demand”.
3. Purchase and payment completion process: Once the ToD Complimentary Subscription is exhausted, You may proceed to purchase the ToD Subscription from the three options mentioned in Table A (provided above), through the two modes mentioned below:
1. Assisted Journey: You may call the Inbound Resolution Team on 9243500459/8971940111 and raise a request to purchase and/or subscribe to a ToD Subscription. The concerned team will assist you with the purchase and/or subscription.
2. Unassisted Journey: Once you have exhausted the ToD Complimentary Subscription, you may also click on ‘Renew’ option available on the Learn portal to be redirected to byjus.com/tutor-on-demand. This page can only be accessed by you by navigating from the Learn Portal for Byju’s Classes and/or Byju’s Tablet Learning Program users. You may select the concerned ToD Subscription and proceed with the payment through the payment options available on the website at the time of checkout. Upon successful completion of the payment the order shall be automatically punched and completed.
4. Procedure for scheduling a ToD class:
1. ToD classes can be scheduled or utilized on the Learn Portal for Byju’s Classes and/or Byju’s Tablet Learning Program.
2. ToD classes can be scheduled by clicking on the left navigation, on the Learn Portal, and then clicking on the ‘Tutor on Demand’ (“ToD Pin”).
3. Upon clicking on the ToD Pin, you are required to click on ‘connect to a tutor now!’ (“Connect Tutor Pin”).
4. Upon clicking on Connect Tutor Pin, you are required to click on (i) ‘Ask a Doubt’ in order for the Student to get a step by step solution for a question (“Doubt Query”) or (ii) ‘Understand a Concept’ in order to have a tutor explain any concept from scratch (“Concept Query” along with Doubt Query referred to as “Query(ies)”), in Physics, or Chemistry or Biology or Science or Maths (each a “Subject”).
5. Doubt Query: You can ‘Ask a doubt’ either by clicking and posting the image of the question or by typing out the relevant question. Once the image is uploaded or the question is typed out by you, you will be connected with an available tutor via video call.
6. Concept Query: You can ‘Understand a Concept’ by selecting the relevant Subject and then selecting a specific chapter in the Subject (chosen by you). Once the chapter has been selected, You shall be connected with the available tutor.
7. Additional Terms:
1. ToD is an on-demand service and you can connect with a tutor instantly within an estimated time of 2-7 minutes from the time you have raised a request for clarification of a Query (“ETA”). If all the tutors are busy at any moment and you are not allotted any tutor within the ETA, you will be required to connect and request for a ToD class after some time.
2. ToD service is available between 3:30 PM – 10:30 PM everyday. The number of times you can connect with a tutor depends on the ToD Product available to you (i.e. the ToD Complimentary Subscription or ToD Subscription).
3. Each ToD class shall be for a maximum of 30 minutes (“Time Limit”) and only one Query can be clarified during a relevant ToD class. Follow up questions on the same Query are allowed during the same ToD class before the expiry of the Time Limit.
4. Student will be required to join the ToD class within 5 minutes of raising the request for a Query. If the Student does not join the ToD class within 5 minutes then a ToD class will be deducted from the number of ToD classes available in the relevant ToD Subscription (i.e one ToD class will stand exhausted from the remaining ToD classes in the relevant ToD Subscription).
5. ToD classes cannot be scheduled in advance.
6. A ToD class can be cancelled only until the tutor has not joined the relevant ToD class. A ToD class will not be deducted for such cancellation (as stated herein in #vi).
7. For a ToD class, when the ToD class has commenced with any tutor, You may have to switch on the camera and microphone for better communication with the relevant tutor (assigned for the relevant ToD class). During the ToD class, the tutor and the student can use a common whiteboard available or can also interact using chat window (Text/Attachment/PDF). The snaps of the whiteboards and the chats shall be made available to you for future references, after 5-10 minutes of ending the ToD class. The ToD classes may be recorded for quality and training purposes, which will be subject to the Privacy Policy (as defined below). You shall not be provided any audio/video recording of any of the ToD classes for any reasons whatsoever. By availing the ToD Subscription, You (on behalf of yourself and/or a Student) consent to our collection and use of your and/or a Student’s such personal information for the above-mentioned purposes.
8. During any ToD class and within the Time Limit, if the tutor feels he/she/they have resolved the relevant Query, then the relevant tutor may request to end the concerned ToD class. You will see a popup which will ask if the concerned Query is resolved, and if You/the relevant Student are not satisfied with the doubt resolution the concerned ToD class will continue with the tutor for the remainder of the Time Limit. If you feel your doubt is solved, you can click on ‘Yes’ to end the session and share the feedback.
9. In the event after the conclusion of a relevant ToD class you or the Student are not satisfied with the resolution of the relevant Query, you or the Student may select ‘No’ on the feedback form requested from you or the Student (after the ToD class has concluded) and provide reasons for you or the Student not being satisfied with the relevant resolution of the Query and request for being connected with another tutor to resolve the Query concerned. This will be escalated internally and a ToD class may be credited to your or the Student’s account at the sole discretion of the Company.
10. If You are facing any impediments or glitches (attributable to the Learn Portal in joining the ToD classes and/or the ToD class disconnects mid-session then we request you to raise the complaint in the feedback section/form provided post the conclusion of the Time Limit for the relevant ToD class and after relevant evaluation, a ToD class may be credited to your or the Student’s account at the sole discretion of the Company.
11. Connectivity Issue: If your/ the Student’s internet is lost they’ll see internet lost state and they can re-join the ToD class within 5 minutes of the relevant disconnection at your/the Student’s end. In the event You /the Student are unable to join the relevant ToD class due to any connectivity issues, the ToD class shall stand exhausted.
12. Subscription cancellation process: For cancellation and refund policy please refer to https://byjus.com/tnc_app/.
13. Your calls (including the calls made for the ‘Assisted Journey’ of purchase) and the ToD class sessions may be recorded for future reference and training purposes in accordance with the Privacy Policy (as defined below).
14. Each of the ToD Subscription(s), including ToD Complimentary Subscription, can only be availed, used and exhausted against the relevant product for which it was purchased (or granted, in case of complimentary access). ToD Subscriptions are captive to the products with which they have been subscribed to and cannot be used with another product. For instance, if a ToD Subscription has been availed by a customer as an add on service to the Tablet Learning Program, then the customer can neither request for it to used with any other Byju’s product including Byju’s Classes nor request for the add on service from the Tablet Learning Program be moved as an add on service to any other product including Byju’s Classes.
15. You/ the Student shall not use or share any content/ document having any abusive words/ phrases/ language or having sexual connotations or overtones during the ToD class with the assigned tutor. You will not discriminate against any tutor based on race, religion, caste, nationality, disability, sexual orientation, sex, marital status, gender identity, age or any other metric which is deemed to be unlawful under applicable laws. Any credible proof of usage of such offensive content by you/ the Student, any discrimination by you/ Student, including any refusal to avail services based on the above metrics, whether alone or in conjunction with any other metric, whether lawful or unlawful, shall render you liable to lose access to the ToD Subscription immediately without any refund(s) and we may also initiate appropriate legal action thereof. You will not have any claim towards, and we will not have any liability towards any termination which is undertaken as a result of the forementioned event.
16. If you find any of the teachers and/or their comments/statements/actions to be offensive, obscene, insulting, derogatory, abusive, objectionable or discriminating against any caste, religion, sexual orientation etc., you may end the ToD class and flag the same in the feedback section/form immediately after dropping off.
5. Communication to You: Any communication under the ToD from our end will be sent to you through e-mail alone.
6. Grievance Redressal Mechanism: You can reach out to us on our helpline number to raise any issues pertaining to refund, any complaints against the tutor, technical issues, Application etc. Our customer support team will generate a ticket for such issues raised by you and our concerned team will try to resolve such issues within 48 hours from the time of raising the ticket for the respective issue.
7. Changes to this Policy: We reserve the right to modify/ amend/ replace these ToD Terms at any time, as deemed fit by us, without any prior notice to you.
8. Availability of Helpline: The helpline number 9243500459/8971940111 shall be available from 10:00 A.M. to 11:00 P.M. everyday, except for the public holidays;
9. These ToD Terms constitute an electronic record in accordance with the provisions of the Information Technology Act, 2000 and the Information Technology (Intermediaries guidelines) Rules, 2011 thereunder, as amended from time to time.
10. Please read the ToD Terms, Terms of Use and the privacy policy of the Company (available at https://byjus.com/tnc_app/#privacydesc and referred to as “Privacy Policy”) with respect to registration with us, the use of the Application, Website, Services, ToD Product(s) and other products provided by us carefully before using the Application, Website, Services, ToD or any other products. In the event of any discrepancy between the Terms of Use, ToD Terms and any other policies with respect to your/the Student’s use of the ToD Product(s), then the provisions of the ToD Terms shall prevail.
11. COMPANY PROVIDES THE APPLICATION, WEBSITE, SERVICES, ToD PRODUCTS AND OTHER PRODUCTS ON AN “AS IS” AND “AS AVAILABLE” BASIS WITHOUT WARRANTY OF ANY KIND, WHETHER WRITTEN OR ORAL. COMPANY EXPRESSLY DISCLAIMS ALL WARRANTIES AND CONDITIONS, EITHER EXPRESS OR IMPLIED, WITH RESPECT TO THE APPLICATION, WEBSITE, SERVICES, ToD PRODUCTS AND OTHER PRODUCTS, INCLUDING ALL IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY, NONINFRINGEMENT, TITLE, SATISFACTORY QUALITY, AND FITNESS FOR A PARTICULAR PURPOSE, OR ARISING OUT OF THE USAGE. COMPANY SPECIFICALLY DISCLAIMS ANY WARRANTY THAT THE APPLICATION, WEBSITE, SERVICES, ToD PRODUCTS, OTHER PRODUCTS AND THE FUNCTIONS CONTAINED THEREIN WILL MEET CUSTOMER’S REQUIREMENTS OR THAT ANY INFORMATION OBTAINED THROUGH THE USE OF SERVICES WILL BE ACCURATE, THAT THE USE OF APPLICATION, WEBSITE, SERVICES, ToD PRODUCTS OR OTHER PRODUCTS PROVIDED BY US WILL BE UNINTERRUPTED, TIMELY, SECURE, OR FREE FROM ERROR, OR THAT ALL THE DEFECTS WILL BE CORRECTED.
12. You hereby represent that you are the parent or legal guarding of the Student and are above 18 years of age. Your use/access/browsing of the Application or Website or the Services or ToD or any other products by us or registration (with or without payment/with or without subscription) through any means shall signify your acceptance of the Terms of Use, ToD Terms and your agreement to be legally bound by the same.

REFUND POLICY FOR BYJU’S TUTOR ON DEMAND SUBSCRIPTION

At Think & Learn Private Limited (hereinafter “BYJU’S”/ “we”/ “our”/ “us”), we value the trust of our customers (“Customer(s)”/ “you”/ “your” / “Subscriber(s)”). In order to honour that trust, we have created this refund policy (“Policy”) to work in a transparent manner.

1. Objective: The objective of this Policy is to ensure transparency in refund process & complete satisfaction of our Customers. This Policy enables that the refunds (if any) are processed in a fair manner.
2. Scope: This Policy is applicable to processing of any refund of applicable fees paid by the Customer(s) for enrolling their wards for ToD Product(s) more particularly described under the ToD Terms and Conditions available at https://byjus.com/tutor-on-demand-tnc/ (“ToD T&Cs”). Capitalised terms used herein but not defined shall have the meaning assigned to in the ToD T&Cs available at https://byjus.com/tutor-on-demand-tnc/.
3. Validity: This Policy shall come into effect from i) August 22, 2022 for Byju’s Classes and ii) October 27, 2022 for Byju’s Tablet Learning Program. This Policy shall continue to remain valid until it is specifically replaced/ revoked by us. Any refund request, received from you on or after i) August 22, 2022 for Byju’s Classes ii) October27,2022 for Byju’s Tablet Learning Program, will be processed in accordance with this Policy.
4. Process for Requesting Refunds:
1. Obligation of Customer: If a customer wants to cancel the ToD Subscription, such Customer will be required to send an email stating reason for cancellation to support@byjus.com or call the IRT number: 9243500459/8971940111.
2. Applicable Fees and Refunds:
1. Refunds for ToD Complimentary Subscription: Two ToD classes are provided complimentary to all customers who have enrolled and subscribed to BYJU’S Classes on or after July 21, 2022 or Byju’s Tablet Learning Program on or October 27, 2022. If You do not wish to avail or continue with the ToD classes provided under ToD Complimentary Subscription, You can stop using the ToD Complimentary Subscription. You shall not be eligible for any refund for cancellation / non-usage of the ToD Complimentary Subscription.
2. Refunds for ToD Subscription(s): You are eligible for refund calculated in the manner set forth in Table A below, only if the request for cancellation is raised within 15 days of the date of purchase.

Table A

Refund Scenarios
Sr. No.	Relevant ToD Product	Upto 15 days from the date of purchase of the ToD Product	Post completion of 15 days from the date of purchase of the ToD Product
1.	ToD Complimentary Subscription	No Refunds	No Refunds
2.	Exam Preparation – ToD Subscription	Refund Amount = Fee paid by the Customer for this ToD Subscription – ((Fee Paid/2) X Number of classes consumed/exhausted)	No Refunds
3.	Half Yearly– ToD Subscription	Refund Amount = Fee paid by the Customer for this ToD Subscription – ((Fee Paid/25) X Number of classes consumed/exhausted)	No Refunds
4.	Full Year– ToD Subscription	Refund Amount = Fee paid by the Customer for this ToD Subscription – ((Fee Paid/50) X Number of classes consumed/exhausted)	No Refunds

Note: The refund terms for ToD mentioned under this policy shall supersede any other refund policy provided on the website. No refunds shall be provided if the concerned ToD Subscription is cancelled post the expiry of 15 days from the date of purchase.

ILLUSTRATIONS:

Sr. No.	Illustrations	Upto 15 days from the date of purchase of the ToD Product	Post completion of 15 days from the date of purchase of the ToD Product
1.	Illustration 1: ToD Complimentary Classes	No Refunds	No Refunds
Set forth below are the illustration(s) for each of the ToD Subscriptions:
2.	Illustration 2: Exam Preparation – ToD Subscription	Total Amount Paid: INR 2000* Number of Sessions: 2 Number of classes already consumed/exhausted: 1 Refund Amount = 2000 – ((2000/2) X 1) = INR 1000	No Refunds
3.	Illustration 3: Half Yearly	Total Amount Paid: INR 15000* Number of Sessions: 25 Number of classes already consumed: 10 Refund Amount = 15000 – ((15000/25) X 10) = INR 9000	No Refunds
4.	Illustration 4: Full Year	Total Amount Paid: INR 50000* Number of Sessions: 50 Number of classes already consumed: 30 Refund Amount = 50000 – ((50000/50 ) X 30) = INR 20000	No Refunds

*Note: All prices shown here are for illustration purposes only. Actual prices for each of the ToD Subscription packs shall be as per the prices shown on the Customer Order Verification Form. No refunds shall be provided for any cancellation request raised after 15 days from the date of purchase of any of the ToD Subscriptions.

5. Mode of Refund: No ToD Subscription(s) will be refunded in cash. All applicable refunds shall be processed through online transfer ONLY, to the source account from where the payment was originally made within a reasonable period of thirty (30) calendar days from the date of cancellation. Further, all refund(s) shall be processed in Indian Rupees only. The refund amount shall not be greater than the amount paid by You for the purchase of ToD Subscriptions.

In the event your payment instrument/account through which original payment was made, is not active or does not support refunds, you shall be required to provide other bank account details belonging to you for processing the relevant refund. We shall not be held responsible and/ or accountable for crediting refund money to the wrong account due to incorrect details furnished by you. You shall be required to furnish a declaration for transfer of refund to another bank account in the format and manner as may be required by us.

In case you have not received the refund within the abovementioned thirty (30) calendar days period, then please reach out to us at 9243500459/8971940111 or write to us at support@byjus.com.

6. If the Subscriber cancels his/her/their subscription to Byju’s Classes, then the ToD Subscription shall also stand cancelled and the refunds for the ToD Subscription shall be processed as per the Clause IV (2) above and refunds for Byju’s Classes and/or Byju’s Tablet Learning Program shall be processed as per the existing terms and conditions and relevant refund policies applicable to Byju’s Classes and/or Byju’s Tablet Learning Program, respectively.
7. Important Terms & Conditions
1. You represent and warrant that – (i) any information that is provided to us or submitted in the Customer Order Verification Form and related documents for subscribing to any of the ToD Subscription, is accurate, true and current; and (ii) you will adhere to the ToD Terms, terms of this Policy and the Terms of Use (as defined in the ToD Terms). Any deviation, breach or non- compliance of any of these terms and conditions will result in immediate cancellation of your subscription to the relevant ToD Subscription with no refund thereof and such ToD Subscription will not be resumed under any circumstances.
2. If due to a Force Majeure Event (as defined herein below), we have to discontinue the Byju’s Classes and/or Byju’s Tablet Learning Program and/or ToD Subscription service that the Student has already availed; then we are under no obligation to refund the fee for such portion of the service already availed by the Student. We are also not liable to provide any additional service in lieu of the service so discontinued.
3. We shall be not be liable for any delay or failure to perform our obligations (in total or in part) if such delay or failure is due to any cause(s) including but not limited to, acts of God, strikes, lockouts, riots, lockdown, government restrictions, sanctions, wars, terrorism, insurrections, civil disturbances, earthquake, weather, fire, epidemic, pandemic, lockdown, explosions, and/or any other cause beyond our reasonable control making the performance of our obligations/ services inadvisable, commercially impracticable, illegal, or impossible (“Force Majeure Event“).
4. Any other refund policy, mentioned anywhere on our website or any other place, does not hold true for the ToD Subscription offered along with the Byju’s Classes and/or Byju’s Tablet Learning Program.
5. On account of cancellation of the ToD Subscription by you, the services to be provided by us, from the date of purchase of the ToD Subscription, up to exhaustion or expiry of the ToD Subscription, shall be considered as services not performed. Accordingly, we will issue a GST credit note to you, which otherwise may not be issued if the withdrawal and issuance are beyond the timelines allowed under applicable law. In case the cancellation request submission date is after the prescribed timeline, we may issue a commercial credit note, on your request. You may be required to furnish a declaration for the same, in the format and manner as may be required by us.
8. Changes to this Policy: We reserve the right to modify/ amend/ replace this Policy at any time, as deemed fit by us, without any prior notice to you.

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