Safe, fair, on the record

How we behave in sessions

• 01Keep sessions about learning. No sexual content, nudity, hate speech, threats or harassment — ever.
• 02Stay clothed and in a suitable, private space. Sessions are video calls, not social chat.
• 03Never ask a student for personal contact details, money, gifts, or to move the lesson off TutorLive.
• 04Tutors must never be alone with a child off-platform. All contact stays inside the session room and chat.
• 05Do not record, screenshot or re-share a session yourself. Recording happens only through TutorLive, with consent.
• 06Report anything that worries you. Reports about nudity, abuse or child safety end the session instantly.

Recording and consent

• 01Recording is controlled by the tutor. Some tutors record every session automatically; others record only when they choose, and some never record.
• 02You are told before the session starts whether it may be recorded, and you must agree to that before joining.
• 03A clear recording indicator is shown to everyone in the room while recording is running.
• 04Recordings and transcripts are deleted 14 days after the session unless the tutor has paid for longer storage — never longer than 180 days.
• 05Only the people who were in the session, and TutorLive administrators, can ever access a recording. Access links are signed and short-lived.
• 06Students can buy a copy of their own session video. Recordings are never sold or shared with anyone else.
• 07Every recording is screened for policy breaches. Anything flagged is reviewed by a person, and unlawful content is deleted and reported.
• 08Screening reads the session captions. When an adults-only session was recorded with captions switched off, there is nothing to screen, so only the tutor can watch their own copy; students can watch once the screening result is clear.
• 09You can ask for a recording to be deleted at any time, and we delete it.

Parent and guardian agreements

• 01Students under 19 (or the age of majority in their country) need a parent or guardian agreement before their first session.
• 02The guardian receives an email and must click a confirmation link. Until then, sessions cannot start.
• 03The guardian agreement covers the conduct rules, the recording policy and payment by credits.
• 04A guardian can withdraw the agreement at any time by contacting support, which stops all future sessions.

Reporting, blocking and disputes

• You can report a person or a session at any time, from the session room or your safety page. Every report gets a reference and an email confirmation.
• Reports about nudity, abuse or a risk to a child end the session instantly, withhold the recording, and go to a person immediately. Unlawful content is deleted and reported to the authorities where the law requires it.
• You can block someone. Blocking is mutual — neither of you can start a session with the other again.
• Sessions are billed by the second. If a tutor never shows up, or leaves in the first three minutes, your credits come back automatically. Anything else — a bad session, a charge you don't recognise — open a case and we'll look at the session record.
• Every session keeps a trail: who joined and left, what was charged, what was settled, any reports and any action our team took. We use it to settle disputes fairly.

Getting hold of us

Open a case from your support centre and you'll get a reference straight away, plus email updates as we work on it. Safety cases jump the queue.