Terms of Service

1.About these Terms

These Terms of Service govern access to excellists.com and the tutoring, tutor-matching, academic-support, enquiry, application, scheduling, and related services provided under the Excellists name. They apply to parents, guardians, students, prospective students, website visitors, tutor applicants, tutors, job applicants, and anyone who communicates with or uses Excellists services.

In these Terms, “Excellists”, “we”, “us”, and “our” refer to the Excellists tutoring service operating from Punjab, Pakistan. “Parent” includes a parent or legal guardian. “Student” means the learner receiving or seeking support. “Tutor” means a person introduced, recommended, engaged, or approved through Excellists. “Lesson” includes a trial, regular, replacement, assessment, review, online, or in-person session.

These Terms should be read together with our Privacy Policy, any written service confirmation, invoice, package summary, cancellation information, safeguarding requirements, and any separate agreement applicable to a tutor, employee, or contractor. If a package-specific written term conflicts with these general Terms, the package-specific term will apply to that matter.

2.Acceptance and electronic records

You accept these Terms when you use the website, submit an enquiry or application, tick an acceptance box, confirm a tutoring arrangement by email or WhatsApp, make a payment, attend a lesson, or otherwise instruct Excellists to begin providing services. Electronic confirmations, messages, invoices, payment records, and accepted online forms may be retained as evidence of the arrangement.

If you do not agree with these Terms, do not submit personal information, make a payment, or use the services. A person accepting these Terms for a family, organisation, or student confirms that they have authority to do so.

3.Eligibility and parental authority

An adult must arrange and manage a paid tutoring service for a student under 18. By providing a minor’s information or confirming lessons, the parent confirms that they have parental or legal authority to do so and may make decisions about the student’s tutoring, communications, scheduling, and relevant information sharing.

Students should provide accurate information, follow reasonable academic and conduct instructions, and involve a parent where required. Excellists may refuse or pause a request where the person arranging the service cannot demonstrate appropriate authority or where proceeding would create a safety, legal, or operational concern.

4.What Excellists provides

Excellists provides one-to-one tutoring and related academic support for students studying under Pakistani education boards and selected international curricula. Depending on the confirmed service, we may:

• review a student’s level, subject, board or curriculum, examination needs, availability, and preferred lesson format;
• shortlist and recommend a tutor whose submitted background and availability appear relevant to the request;
• arrange introductions, trials, assessments, lessons, substitutions, progress reviews, and parent communication;
• support scheduling, service administration, tutor coordination, lesson reporting, complaints, and quality concerns; and
• provide or facilitate study plans, learning materials, assessments, feedback, and examination preparation.

The exact service depends on the student’s needs, tutor availability, location, timetable, delivery format, and any written package or service confirmation. Excellists may reasonably change administrative processes, communication channels, platforms, or internal systems without reducing a confirmed student’s paid lesson entitlement.

5.Enquiries and tutor matching

Submitting an enquiry does not guarantee that Excellists will accept the request, recommend a particular tutor, or provide a service. We rely on the information supplied by the family and may ask further questions before making a recommendation.

Tutor matching considers factors such as subject knowledge, board or curriculum familiarity, academic level, teaching approach, language, lesson format, location, timetable, and availability. A recommendation is made in good faith using the information reasonably available to us; it is not a guarantee of personality fit, uninterrupted availability, or a particular academic outcome.

Where a requested tutor is unavailable, declines the arrangement, changes availability, or is not considered suitable, Excellists may recommend another tutor. Families may decline a recommendation before regular lessons are confirmed. Excellists may also decline a request that it cannot support responsibly or within the requested timetable.

6.Trial lessons, assessments, and service confirmation

A trial lesson or initial assessment may be free or paid, as communicated before it is booked. A trial is intended to help assess suitability and academic needs; it does not reserve the tutor indefinitely or guarantee that regular lessons will be available at the same times.

A regular tutoring arrangement is confirmed only when Excellists has communicated the proposed tutor, lesson format, fees, schedule or expected frequency, payment requirements, cancellation rules, and any package conditions, and the family has accepted those details. Acceptance may be recorded by email, WhatsApp, online form, invoice payment, or another approved written method.

7.Fees, invoices, and payment

Fees are communicated before a paid arrangement begins and may vary by subject, academic level, board or curriculum, tutor, delivery format, location, package, and scheduling requirements. Unless expressly stated otherwise, fees are quoted in Pakistani rupees and must be paid using an approved payment method.

Payment is due in advance unless Excellists agrees otherwise in writing. A lesson or package may remain unconfirmed until cleared payment or acceptable payment evidence is received. The website may not process payments directly; payment may be completed through bank transfer, payment link, wallet, or another method communicated by Excellists.

The payer is responsible for providing accurate payment information and any transaction reference reasonably requested. Bank, card, wallet, currency-conversion, withholding, or third-party charges are the payer’s responsibility unless Excellists states otherwise. Excellists may suspend future lessons where an amount is overdue or a payment is reversed, disputed, or not received.

Excellists may revise fees for future lessons or packages by giving reasonable notice. A fee change will not retrospectively alter the price of lessons already paid for, except where required by law, agreed with the family, or needed to correct an obvious pricing or invoicing error.

8.Scheduling, attendance, cancellations, and refunds

Lesson times are agreed subject to tutor and student availability. Families should check confirmations carefully and inform Excellists promptly of any error. A tutor’s regular time slot is not permanently reserved unless Excellists confirms that arrangement and any required payment is made.

9.Online and in-person lessons

Lessons may be delivered online or in person where specifically confirmed. The family is responsible for providing a safe, quiet, appropriate learning environment and, for online lessons, a suitable device, working audio and video where required, reliable internet, and access to the agreed platform.

For an in-person lesson, the parent must provide an appropriate location and ensure that a responsible adult is reachable for a student under 18. Excellists may refuse, pause, relocate, or convert a lesson to online delivery where the setting, travel, conduct, health, or safety conditions are unsuitable.

Neither party should share a private lesson link, meeting code, home address, or access credential with an unauthorised person. Excellists is not responsible for interruptions or security incidents caused by a user’s failure to protect their own device, account, password, or meeting details.

10.Tutor availability and replacement

A tutor’s availability may change because of illness, examinations, employment, travel, leave, family circumstances, performance concerns, or other reasons. Excellists does not guarantee that the same tutor will remain available for a particular duration.

Where appropriate, Excellists will make reasonable efforts to offer continuity, a substitute, or a new tutor. A family may discuss concerns about a match with Excellists and request a review. Tutor replacement depends on availability and may require a change in timetable, fee, delivery format, or teaching approach, which will be explained before confirmation.

11.Responsibilities of parents and students

Parents and students agree to:

• provide accurate, current, and relevant academic, contact, availability, health, learning, and safeguarding information;
• attend lessons on time, complete agreed work reasonably, and communicate respectfully with tutors and staff;
• ensure an adult is appropriately involved and reachable for students under 18;
• raise concerns, complaints, safeguarding issues, or suspected misconduct directly with Excellists without unreasonable delay;
• use lesson links, materials, reports, and tutor information only for the student’s personal educational needs;
• avoid recording, publishing, distributing, or live-streaming a lesson or communication without prior written permission; and
• not request, encourage, or participate in unlawful, dishonest, abusive, discriminatory, unsafe, or academically improper conduct.

Excellists may require a parent meeting, written clarification, changed communication arrangements, or additional safeguards where reasonably necessary to continue the service.

12.Tutor applicants and tutors

A tutor application is an expression of interest only. It does not create employment, engagement, exclusivity, a right to receive students, or a guarantee of work. Applicants must provide truthful information and promptly disclose any material change affecting qualifications, identity, availability, professional conduct, legal ability to work, or suitability to teach children.

Excellists may review applications through interviews, document checks, references, demonstration lessons, subject assessments, or other reasonable processes. The extent of any check may vary. Unless Excellists expressly states otherwise, the fact that a tutor has been reviewed does not mean that every statement, qualification, reference, identity document, or background detail has been independently verified.

A tutor who is accepted must comply with the separate Tutor Agreement, safeguarding rules, professional standards, confidentiality requirements, scheduling procedures, lesson-reporting obligations, and payment arrangements issued by Excellists. If those documents conflict with this public section in relation to the tutor’s engagement, the separate written agreement will apply.

13.Safeguarding and professional boundaries

The safety and dignity of students are fundamental. Tutors, staff, parents, and students must maintain appropriate professional boundaries and use approved communication arrangements. Any concern involving a child, harassment, threats, discrimination, sexual or otherwise inappropriate conduct, coercion, violence, exploitation, self-harm risk, or unsafe behaviour should be reported to Excellists immediately.

Excellists may pause lessons, restrict communication, remove a tutor, require parental involvement, preserve relevant records, or contact an appropriate authority or emergency service where reasonably necessary to protect a person, investigate a serious concern, comply with law, or manage risk. Excellists may act before an internal review is complete where immediate precautions are justified.

A parent should not ask a tutor to transport, supervise, meet privately with, or communicate secretly with a minor outside the confirmed tutoring arrangement. Tutors must not seek private payments, gifts, personal relationships, or unrelated access to a student or family.

14.Academic integrity and outcomes

Tutoring is intended to support understanding, skills, revision, examination technique, study habits, and independent learning. Results depend on many factors, including the student’s starting level, attendance, effort, practice, school teaching, examination conditions, health, and decisions made by schools, boards, universities, or other institutions.

Excellists and its tutors do not guarantee a particular grade, score, ranking, admission, scholarship, qualification, promotion, or other result. No statement on the website, in advertising, in a tutor profile, or during an enquiry should be interpreted as such a guarantee.

Tutors may explain, guide, review, and provide feedback, but they must not impersonate a student, sit an examination for a student, complete assessed work dishonestly, obtain restricted examination material, falsify records, or assist plagiarism or cheating. Excellists may immediately end services where academic misconduct is requested or suspected.

15.Communications, lesson records, and recordings

Excellists may communicate through website forms, email, telephone, SMS, WhatsApp, video platforms, or another approved channel. Service messages about enquiries, lessons, tutors, schedules, payments, progress, complaints, or safety are part of administering the service and are not promotional marketing.

Excellists may retain reasonable records of confirmations, attendance, lesson reports, progress reviews, complaints, safeguarding matters, and relevant communications. These records are handled in accordance with the Privacy Policy.

A lesson, call, photograph, testimonial, result, or video will not be recorded or used publicly without appropriate prior permission. Where recording is agreed for an academic, quality, training, or safety purpose, the purpose, access, and expected retention should be communicated before recording begins. Secret or unauthorised recording is prohibited.

16.Learning materials and intellectual property

The Excellists name, logo, website, page design, text, graphics, forms, processes, assessments, templates, and materials created by or for Excellists are owned by Excellists or used with permission. Tutor-created or third-party materials remain subject to the rights of their respective owners.

A student may use lesson notes, worksheets, plans, recordings, and other materials supplied through the service for personal, non-commercial study. Unless permission is given in writing, users must not sell, publish, upload, reproduce at scale, share publicly, remove ownership notices from, or use these materials to operate a competing service.

Students retain ownership of their original work. By submitting work for tutoring or feedback, the student or parent gives Excellists and the relevant tutor a limited permission to access, copy, annotate, and use it only as reasonably needed to provide and administer the service.

17.Privacy and personal information

Excellists collects and uses personal information to respond to enquiries, match tutors, arrange and support lessons, process applications and payments, manage safeguarding and complaints, maintain records, operate the website, and meet legal or operational obligations. Our Privacy Policy explains the categories of information, purposes, sharing, retention, security, and available requests in more detail.

By providing another person’s information, you confirm that you are authorised to do so. A parent arranging tutoring for a minor authorises Excellists to share the limited student information reasonably needed with a proposed or confirmed tutor and relevant service providers, subject to the Privacy Policy and appropriate safeguards.

18.Website use and security

You may use the website only for lawful, genuine, and appropriate purposes. You must not:

• submit false, misleading, fraudulent, abusive, or impersonated enquiries or applications;
• upload malware, harmful files, unlawful content, or material that infringes another person’s rights;
• attempt unauthorised access, bypass security, interfere with website operation, or probe systems without permission;
• scrape, harvest, copy, republish, or commercially exploit website content, tutor profiles, contact details, or data;
• use Excellists communications or introductions for spam, recruitment fraud, harassment, or an unrelated commercial purpose; or
• misrepresent an association, endorsement, employment, partnership, qualification, or result involving Excellists.

Excellists may block access, reject submissions, preserve relevant logs, or report suspected unlawful or harmful activity where reasonably appropriate.

19.Direct arrangements and non-circumvention

Excellists invests in recruiting, reviewing, matching, introducing, coordinating, and supporting tutors and families. A family and tutor introduced through Excellists must not use that introduction to arrange, accept, or pay for tutoring directly outside Excellists during the active arrangement or for 12 months after the most recent Excellists-arranged lesson or introduction, unless Excellists gives written permission.

This restriction includes using another person, account, number, or payment route to avoid Excellists fees or procedures, and sharing a tutor’s details with another family for direct lessons. It does not prevent ordinary social contact or a separately approved arrangement. A breach may lead to termination, refusal of future service, and recovery of unpaid fees or reasonably proven losses to the extent permitted by law.

20.Suspension and termination

A family may end an arrangement by giving the applicable notice and settling amounts due. Excellists may suspend or end an enquiry, lesson, package, tutor engagement, account, or future service where:

• fees remain unpaid or payments are reversed or disputed without a valid basis;
• information is materially false, incomplete, misleading, or unauthorised;
• there is repeated non-attendance, late cancellation, unreasonable rescheduling, or operational disruption;
• a person behaves abusively, dishonestly, unlawfully, unsafely, or in breach of professional or safeguarding standards;
• direct arrangements are made in breach of section 19;
• a tutor, subject, location, schedule, or delivery method is no longer reasonably available; or
• continuing the service would expose a student, tutor, staff member, Excellists, or another person to unacceptable risk.

Where practical, Excellists will explain the reason and address unused prepaid lessons under section 8. Serious safety, fraud, abuse, confidentiality, academic-integrity, or legal concerns may justify immediate suspension or termination without prior notice.

21.Third-party platforms and services

The service may rely on third parties such as hosting providers, communication tools, WhatsApp, email, video-conferencing platforms, payment providers, banks, cloud storage, analytics, security services, or internet and electricity suppliers. Those services may have their own terms and privacy practices.

Excellists will take reasonable care in selecting and using service providers but does not control every third-party system. To the extent permitted by law, Excellists is not responsible for a failure, outage, security event, delay, content restriction, account suspension, or change caused solely by a third party outside Excellists’ reasonable control. We will make reasonable efforts to restore or offer an alternative where the issue materially affects a confirmed service.

22.Disclaimers and limitation of liability

Excellists will provide its services with reasonable care and skill. Except for terms that cannot lawfully be excluded, the website and general information are provided without a promise that they will always be uninterrupted, error-free, complete, or suitable for every individual purpose.

To the extent permitted by law, Excellists is not liable for indirect, incidental, special, punitive, or consequential loss; loss of profit, opportunity, reputation, data, or anticipated savings; or decisions made solely in reliance on general website content. This does not exclude responsibility for a confirmed service that Excellists has failed to provide with reasonable care and skill.

To the extent permitted by law, Excellists’ total liability arising from the affected tutoring arrangement will not exceed the fees actually paid to Excellists for that student during the three months immediately before the event giving rise to the claim. This limit does not apply to fraud, deliberate misconduct, death or personal injury caused by negligence, misuse of personal information where liability cannot lawfully be limited, or any consumer right or remedy that cannot be excluded.

A tutor is responsible for their own conduct outside the scope of an Excellists-approved arrangement. Excellists is not responsible for a private lesson, payment, meeting, journey, message, promise, or other arrangement made directly and without Excellists’ approval or knowledge.

23.Events outside reasonable control

Neither Excellists nor a family will be treated as in breach for a delay or failure caused by an event outside reasonable control, including severe internet or electricity disruption, natural disaster, epidemic, public emergency, civil unrest, war, terrorism, government action, transport interruption, strike, platform outage, or serious illness. The affected party should notify the other as soon as reasonably practical.

Excellists may pause, reschedule, relocate, substitute, or adapt services while the event continues. Fees for undelivered lessons will be credited, rescheduled, or otherwise addressed fairly in light of the circumstances and any non-recoverable third-party costs.

24.Complaints and dispute resolution

Please raise a service concern promptly through Parent Care or Support and provide enough information for us to investigate. Excellists will acknowledge a formal complaint as soon as reasonably practical, review relevant records, speak with the people involved where appropriate, and aim to provide an outcome or meaningful update within 10 working days.

The parties should first try to resolve a dispute in good faith through written communication and an internal review. If it remains unresolved, either party may propose mediation or another lawful alternative-dispute-resolution process. Nothing in these Terms prevents a person from using a consumer-protection remedy, approaching a competent authority, or bringing a claim before a court where they are legally entitled to do so.

25.Changes to services and these Terms

Excellists may update these Terms as its services, operations, technology, or legal obligations develop. The effective date and version identify the current terms. Material changes may be communicated on the website or through email, WhatsApp, or another appropriate channel.

Updated Terms apply from their stated effective date. A material change will not normally alter lessons already paid for where that would unfairly remove an agreed benefit. Continuing to use the website or services after an update takes effect means that the updated Terms apply to future use, subject to rights that cannot lawfully be waived.

26.General legal terms

27.Governing law and jurisdiction

These Terms are governed by the laws of Pakistan and, where applicable, the laws in force in the Province of Punjab. Subject to any mandatory consumer forum, statutory remedy, or jurisdiction that cannot be excluded, disputes will be submitted to a court of competent jurisdiction in Punjab, Pakistan.

Nothing in these Terms limits rights or remedies that cannot lawfully be excluded under applicable contract, electronic-transactions, consumer-protection, cybercrime, child-protection, or other Pakistani law.