Support & disputes

1. When to contact support

Contact support whenever something about your lessons, account, or payments needs help or does not look right. Common categories include:

• Bookings and scheduling — creating or changing a lesson package, rescheduling, or calendar questions.
• Payments and refunds — payment problems, receipts, package questions, or refund and credit requests.
• Missed or late lessons — a tutor or learner did not attend, or a lesson started late or was cut short.
• Tutor fit — the match does not feel right and you would like a different tutor.
• Classroom and technical access — trouble joining the online classroom, audio/video issues, or access links.
• Reports and progress — questions about lesson reports, materials, assignments, or progress tracking.
• Conduct and safeguarding — behaviour concerns. Urgent safety concerns about a learner should go to our safeguarding route at hello@rootedlearn.com, and if someone is in immediate danger, contact local emergency services first.

2. How to raise an issue

Reach us by email, phone, or WhatsApp (see section 7). To help us resolve things quickly on the first response, please include:

• Your name and the learner's name where relevant.
• The tutor's name, where known.
• The subject, level, and the lesson date(s) or package involved.
• A payment or booking reference, if you have one.
• A clear summary of what happened and what outcome you are hoping for.
• Any screenshots or details that help us understand the situation.

Please keep all lesson communication and payments on RootedLearn so we have the records needed to help you.

3. Response expectations

We aim to acknowledge messages promptly and to resolve most issues within a few business days. These are target response times, not guarantees — some cases, especially those needing review of lesson records or input from more than one person, take longer. Safety-related concerns are prioritised. We will keep you updated while a case is open.

4. How disputes are reviewed

When there is a dispute — for example about a missed lesson, a refund, or a tutor's conduct — we review it fairly and based on the available records. The process generally involves:

• Reviewing relevant information such as booking details, payment status, lesson and attendance records, tutor reports, support messages, and user feedback.
• Asking both sides for their account where appropriate, so we understand the full picture.
• Applying the relevant RootedLearn policies and the facts to decide a fair next step.
• Communicating the outcome and any action to those involved.

We handle disputes respectfully and confidentially, sharing information only with those who need it.

5. Refunds and credits

Where a refund or lesson credit is appropriate, we assess each case individually. Decisions depend on the specific booking details, payment status, the lesson history, and the applicable policy at the time of review — including our Terms of Service. Depending on the situation, an appropriate resolution may be a refund, a lesson credit, a reschedule, or a rematch to a different tutor. Outcomes are not automatic and vary case by case. Where a matter involves safety, we also apply our Safeguarding policy, which may take priority over other considerations.

6. Escalation

If you are unhappy with an outcome, you can ask us to review it again. Reply to your case and explain why you disagree, adding any new information. A member of the team who was not involved in the original decision may take a further look where appropriate. We will confirm the final position and the reasons for it.

7. Contact support

Email hello@rootedlearn.com, call 07061089917, or message +234 706 108 9917. Urgent safety concerns are treated as safeguarding matters — if someone is in immediate danger, contact local emergency services first. RootedLearn, 254 Chapman Rd, Ste 208 #27251, Newark, DE 19702, USA.