Q: What is Maskool?
A: Maskool is an educational platform that connects Students with Teachers, offering booking, communication, payment, and lesson-management tools for online educational lessons.
Q: Who can use Maskool?
A: Both Students and Teachers can use Maskool. Students book and take lessons, and Teachers create profiles to offer educational services.
Q: Is Maskool the employer of the Teachers?
A: No. Teachers are independent educational service providers, not employees of Maskool, unless a separate written agreement states otherwise.
Q: Can a minor use Maskool?
A: Yes, but a minor’s account must be created, supervised, or authorized by a parent or legal guardian, who remains responsible for supervising the minor’s use of the Platform.
Q: Who sets the price of a lesson?
A: The Teacher sets their own lesson price through the options available on the Platform, and this price must be clearly shown to the Student before booking.
Q: Can a Teacher change their prices later?
A: Yes, but new prices only apply to future bookings — they never apply retroactively to lessons already confirmed.
Q: What commission does Maskool take?
A: Maskool takes a 7% commission on the value of each Completed Lesson paid through the Platform. For example, on a $10 lesson, Maskool receives $0.70 and the Teacher receives $9.30.
Q: How do Students pay for lessons?
A: Students pay the lesson price and any applicable fees through the Platform’s designated payment methods at the time of booking or as otherwise specified on the Platform.
Q: When do Teachers get paid?
A: Teacher earnings are calculated based on Completed Lessons and paid out to the Teacher’s registered payment method according to the applicable payment schedule.
Q: Can a Teacher and Student agree to pay outside the Platform to avoid the commission?
A: No. Using information or a relationship formed through Maskool to move payment off-platform in order to avoid the commission is not allowed.
Q: What happens if I cancel more than 24 hours before a lesson?
A: The lesson may be rescheduled without an automatic penalty.
Q: What happens if I cancel less than 24 hours before a lesson?
A: The cancellation may be recorded as an account-impacting cancellation.
Q: What if a Teacher doesn’t show up for a lesson?
A: If the Teacher fails to attend without an acceptable reason, the Student may be entitled to a refund or a replacement lesson, and Maskool may take action against the Teacher’s account.
Q: What if I have a genuine emergency?
A: Emergency situations are reviewed individually, and penalties will not automatically apply where the circumstances were genuinely beyond your reasonable control.
Q: Are lessons required to be done by video?
A: Where a lesson is designated as a video lesson, the Teacher is expected to keep their camera on, use good-quality video and lighting, and maintain a professional appearance and environment.
Q: When can a Student get a full refund?
A: A full refund may apply if the Teacher did not attend the lesson, cancelled without offering a suitable alternative, the lesson could not be conducted due to a significant technical failure attributable to Maskool, or it is established that the paid service was not provided.
Q: Can I get a refund just because I didn’t like the teaching style?
A: Not automatically. A refund is not guaranteed solely on the basis of not liking a Teacher’s personal teaching style or preferences; Maskool reviews each request individually.
Q: Is a partial refund possible?
A: Yes, a partial refund may be issued where only part of the lesson was actually delivered.
Q: How do I file a complaint?
A: Complaints can be submitted through Maskool’s official support channels, ideally including the account name, booking number, lesson date, a description of the issue, and any supporting evidence.
Q: Is there a deadline to submit a complaint?
A: Complaints should preferably be submitted within 7 days of the incident, except for complaints involving safety, fraud, privacy, or other serious violations, which can be raised at any time.
Q: Can I appeal a decision I disagree with?
A: Yes. You may request a review within 7 days of being notified of the decision, explaining your objection and providing any new supporting information.
Q: Can Students rate their Teachers?
A: Yes. Students can rate their lesson experience, but manipulating ratings, using fake accounts, or pressuring anyone for a particular review is prohibited.
Q: Who owns the educational materials a Teacher creates?
A: Teachers retain ownership of their original Educational Content. Maskool only receives a non-exclusive license to use it as needed to operate and promote the Platform and the Teacher’s services.
Q: Can a Student reuse or redistribute a Teacher’s materials?
A: No, not without the Teacher’s permission — materials may only be used for personal, non-commercial learning purposes.
Q: What conduct is not allowed on Maskool?
A: Harassment, bullying, abusive language, discrimination, threats, inappropriate personal relationships between Teachers and Students, requesting unnecessary personal information, or any behavior that could put a User — especially a minor — at risk.
Q: Why might my account be suspended?
A: Accounts may be suspended or terminated for reasons such as fraud, impersonation, false information, privacy violations, serious misconduct, commission circumvention, repeated absences or cancellations, or safety risks to other Users.
Q: Will I be told why my account was suspended?
A: Where reasonably possible, Maskool will notify you of the reason for the suspension and explain any available process to submit an explanation or appeal.
Q: What happens to money I’m owed if my account is closed?
A: Amounts properly owed for Completed Lessons before account closure remain payable, subject to applicable refunds, disputes, and adjustments.
Q: Can Maskool update these policies?
A: Yes. Maskool may update its Terms and policies from time to time, and will notify Users of material changes through an appropriate communication method.
Q: Where can I find more details?
A: Full details are available in Maskool’s Terms & Conditions and Privacy Policy. For anything not covered here, please contact Maskool support.
