Trust and safety
What actually protects you
What the product does to protect you: who gets listed, what happens to your money, and what is recorded. Every line here is enforced in the code.
Who gets listed
Being unverified here does not mean a missing badge. It means not being on the site.
An identity document, from every professional
Before anyone can offer a session, they upload a government ID. It is encrypted, only our reviewers can read it, and it is never shown on a profile or given to a learner.
A person checks it
Verification is reviewed by hand, and can be refused.
Unapproved means invisible
Until it is approved, a profile is not in search, subject pages, or recommendations, and its link does not open. There is no page a visitor can reach.
Credentials are shown only when proven
A degree or licence shown on a profile has been checked against a document.
Your money
Paying in advance only makes sense if neither side can touch the money until the work is done.
Held in escrow
Payment is taken at booking and held. The professional cannot access it before the session, and neither can you.
A window to raise a problem
For 72 hours after a session ends, you can report a problem from your sessions page. That freezes the money until a person decides.
A person decides, to a deadline
We aim to decide within 5 working days. The outcome is a refund to you or a release to the professional. The money moves only then.
Free cancellation, clearly bounded
Cancel more than 24 hours before the start and you get a full refund. Closer than that, no refund: the time was held for you and nobody else could book it.
Recording, transcription, and consent
Three different things, three different questions, and none of them assumed.
Asked before you join, not during
The consent step comes before the room. You answer it once per session, before anyone can see or hear you.
Everything starts off
Recording, transcription and AI processing each start unticked. Nothing is on unless you turn it on.
Declining is a real answer
Say no to all three and you still get into the session you paid for. Decline is a button as big as Accept.
You are told when it is happening
A session that is being recorded says so, in the room, while it is being recorded.
Nothing is kept forever. Recordings are deleted after 30 days, transcripts after 6 months, and messages after 18 months. You can export or erase your data at any point before those deadlines.
Reviews you can believe
A rating is worthless if anybody can leave one.
Only from a session you attended
Paying is not enough. Only someone who held a paid seat and was there for a real part of the session can leave a review.
Weighted, not just counted
A new professional’s average starts near the norm for their subject and moves as real reviews come in.
The professional can reply, not edit
A professional can answer a review in public. They cannot change it, hide it, or have it removed for being unflattering.
Reportable
A review that is abusive, false, or not about a session can be reported. A moderator decides. The bar is conduct, not disagreement.
When something goes wrong
Each of these is a control you can reach while it still matters.
The session was not what you paid for
Report a problem from your sessions page inside the window above. The money stays held while it is reviewed.
They did not turn up
A no-show is detected and handled for you. You do not have to argue for it.
Somebody behaved badly
Report the person from the session, from their profile, or from your messages. Reports go to a moderator, and the person reported is not told who reported them.
You do not want to hear from them again
Blocking is immediate and one-sided. They are not notified, and they cannot message you or book you again.
Somebody asked you to pay them off the platform
Report it. Taking payment outside the platform removes every protection on this page.
Every one of these has a step-by-step route on the help page, including what needs an account and what does not.
This page describes how the product behaves. The binding rules are in the Terms of Service and the Privacy Policy. If they differ from this page, those documents count.