Help for student & Parents

Student & Parents

Are both Group and 1-on-1 sessions available?
No. At present, we only offer 1-on-1 tutoring sessions and not group tutoring sessions. Students who are interested in learning in groups can consider booking courses, where sessions conducted by instructors usually have two or more students.
Are recordings of my lessons available to watch later?

All sessions will be recorded and will be made available to watch once the session is over.

Can I change the tutor after I have confirmed a session or package?

In order to book a different tutor, you would have to cancel the confirmed session first. If you cancel your confirmed session more than 24 hours in advance, you will not be penalised but if you cancel your session less than 24 hours or do not show up for the session you will incur charges. (Please see XYZ for further information). Upon successfully cancelling the session, you will then be able to re-book the session with another tutor.

Can I change the tutor after we have started the tuition?

No, this is not possible if you have only booked one 1-on-1 tutoring session with the tutor. If you have booked multiple sessions with the tutor and would like to change the tutor, you will need to inform us by sending a detailed email with regards to the reason you would like to change the tutor. Our team reviews such requests on a case-by-case basis and will get back to you within 2 working days.

Can I get a refund on a package I have purchased?

No, you will not get a refund for purchase of courses or self-study modules.

Do you verify the qualifications of your tutors?

Yes, the tutors at HighQ undergo an intensive vetting process where we verify and confirm each of their relevant qualifications.

How can I create an account?

To create an account, you will have to click on the login/register tab on the top right end of the highQ webpage. You will then be redirected to the main login/register page where you have the option of signing up as a student or as a tutor. In order to create a student account, you will need to provide basic contact information as well as a billing address. To create a tutor account you will need to provide basic contact information, education qualifications and your resume.

How can I get in touch with my tutor?

You can get in touch with your tutor through the in-house messaging service. You will have to make sure you are logged in to your account first and then proceed to your account (by clicking on your name). You will then notice a My Inbox tab on the left and if you click on it, you will be redirected to your inbox where you can create new message to tutors of your choice.

How do I book a tutor?

Firstly, you will need to click on the Tutor tab on the top navigation bar and select the type of coaching you would like to receive (academic, nutritional or success coaching) and then you will be redirected to the relevant page. From there, you will be presented with a wide array of tutor options. To refine your search, you will have the option to input information such as the curriculum, subject, grade, date, time, cost etc. Once you have found a preferred tutor you will need to click on their profiles. On the tutor’s profile page, their availability will be visible on the calendar and you will have to select your preferred date(s) and proceed to confirm and make payment for your session.

How do I make payment?

For booking of courses and 1-on1 tutoring sessions, you will first need to set up a HighQ wallet and top it up. Please ensure that the top-up value option that you are selecting is sufficient to pay for the courses and sessions you would like to book. Once your wallet has been topped up, you can proceed to make payments through the wallet.
For E-learning Modules you can either pay with your highQ wallet or through PayPal. At present we do not accept any other form of payment method.

Is the tutoring service 24-hours?

Yes, it is. Tutoring service is solely based on the tutor’s availability.

What if I miss a tutoring session?

If you miss a tutoring session with a valid reason, you will have the option to have the 1-on-1 tutoring sessions again depending on tutor’s availability. However, if you miss a tutoring session with no valid reason or documentation, you will not be refunded, and you will have to book another 1-on-1 tutoring session.

What is the cancellation policy like?

Students who cancel their confirmed sessions more than 24 hours in advancewill not incur any penalties and will not be charged for the lesson. If the student were to cancel his/her session less than 24 hours in advance or decides to not show up for the session, they will be charged in full for the missed lesson.

What should I do if the tutor misses a tutoring session?

Please email the highQ team and we will get back to you with further instructions within 1 working day.