The rules that govern how Mentora works — for learners, parents, guardians and tutors.

These Terms & Conditions (“Terms”) govern access to and use of Mentora. Mentora is an independent company duly registered and operating in the Republic of Cameroon, with its head office in Limbe, South-West Region, Cameroon.

Mentora provides a technology-enabled tutoring marketplace through which learners, parents and guardians can discover, communicate with, book and pay tutors. Mentora facilitates tutor discovery, verification, booking, communications, payment, lesson confirmation, safety reporting and dispute management. Unless expressly stated otherwise, Mentora does not itself provide the tutoring service delivered by an individual Tutor.

By using Mentora, the User agrees to these Terms and all documents expressly incorporated into them.

• Mentora / Platform means the Mentora website, application, software, technology, services and related systems.
• Tutor means an individual accepted by Mentora to offer tutoring services.
• Learner means an individual obtaining tutoring services.
• Parent / Guardian means a parent, legal guardian or responsible adult booking or managing services for a Learner.
• User includes Tutors, Learners, Parents/Guardians and authorized users.
• Booking means a tutoring session requested and accepted through Mentora.
• Lesson means a booked tutoring session.
• Home Tutoring means tutoring at an agreed physical location.
• Online Tutoring means tutoring delivered remotely through an approved online system.
• Platform Commissionmeans Mentora’s 10% commission on the Tutor’s listed session price for each completed transaction.
• Dispute means a formal complaint concerning a Booking, Lesson, payment, cancellation, conduct, safety issue or other transaction.
• The 24-Hour Dispute Period means the 24 hours following the scheduled completion of a Lesson.

Mentora is an independent legal entity duly registered under the laws of the Republic of Cameroon. Mentora contracts with Users in its own capacity. Mentora’s registration details and statutory particulars will be displayed or made available as required by law.

Mentora is a technology-enabled marketplace and facilitator. Mentora connects Tutors with Learners and Parents/Guardians and provides Platform functions supporting discovery, verification, Booking, communication, payment, safety reporting and dispute management.

Mentora’s facilitation does not make Mentora the Tutor or a party to the underlying tutoring relationship, except for the Platform services and obligations expressly undertaken by Mentora. Tutors remain responsible for the tutoring services they provide. Mentora does not guarantee academic results or other particular learning outcomes.

Learners may use Mentora subject to applicable safeguarding and account rules. A person under 18 must not independently operate a Tutor account. A Parent/Guardian must create, manage or authorize an account or Booking involving a minor where required.

Tutors must:

• be at least 18;
• provide truthful identity information;
• submit required documents;
• provide qualification/experience evidence;
• complete Mentora verification;
• complete criminal-background verification through the competent authorities in Cameroon;
• comply with the Tutor Agreement and Code of Conduct;
• comply with applicable law.

A person who does not meet these requirements must not provide tutoring through Mentora.

Mentora conducts Tutor verification before approval. Verification includes identity, qualifications, experience and criminal-background verification through the competent authorities in Cameroon, together with additional checks Mentora requires for safeguarding, legal or operational reasons.

A Tutor who fails a required criminal-background verification must not provide tutoring through Mentora. Verification confirms only matters actually verified and is not a guarantee of future conduct.

Tutors must maintain valid verification throughout their participation. Criminal-background verification must be renewed at least every two years and earlier where Mentora requires renewal because of a credible safety concern, serious complaint, change in circumstances, legal requirement, material change in status or another legitimate safeguarding reason.

Mentora may suspend a Tutor from accepting new Bookings while updated verification is pending.

Users must provide accurate, current and complete information and promptly correct materially inaccurate information. Users must not impersonate another person, create fraudulent accounts, provide false qualifications, submit altered documents, misrepresent age or address, manipulate reviews, misrepresent tutoring experience, use another person’s payment credentials without authorization, or use Mentora unlawfully.

Tutors determine their advertised session prices subject to Mentora’s rules and applicable law. Tutors must provide clear, accurate and complete pricing information as required by Mentora. The Platform displays the applicable price and relevant Booking information before confirmation.

Mentora charges a Platform Commission of 10% of the Tutor’s listed session price for each completed tutoring transaction.

For a 10,000 FCFA session, Mentora’s commission is 1,000 FCFA and the Tutor’s eligible payout is 9,000 FCFA before any Tutor-borne withdrawal charge associated with withdrawing funds.

There is no discretionary “unless otherwise agreed” commission provision.

Payments are initiated through payment methods supported by Mentora and are processed through Mentora’s designated payment system. The payment system temporarily holds transaction funds pending Tutor acceptance, Lesson completion/confirmation, expiry of the 24-Hour Dispute Period, cancellation, refund or Dispute resolution.

Tutors must provide accurate payout information. Any applicable withdrawal or transaction charge associated with a Tutor’s withdrawal is borne by the Tutor.

When a Lesson has been completed, the applicable confirmation conditions have been satisfied and no valid Dispute is submitted within 24 hours, the eligible Tutor payout will be automatically released.

If a valid Dispute is submitted within the 24-hour period, the disputed amount remains on hold until Mentora applies the dispute-resolution procedure.

Mentora is not responsible for delays caused solely by inaccurate payout information supplied by the Tutor or circumstances beyond Mentora’s reasonable control.

A Booking normally consists of Tutor selection, review of profile and price, selection of date/time/format, payment initiation, Tutor acceptance, Lesson delivery, Lesson confirmation and application of the 24-hour dispute period.

Mentora will maintain applicable Booking records and apply the stated payment and dispute rules.

A Tutor must accept or reject a Booking request within 24 hours of receiving it. If the Tutor does not respond within that period, Mentora will cancel the Booking and initiate the applicable refund or rescheduling process.

If a Tutor cancels before a Lesson, the Learner/Parent must be given the applicable opportunity to reschedule or request another Tutor where available, or receive the applicable refund.

Repeated Tutor cancellations may result in warnings, reduced visibility, suspension, loss of Booking privileges or termination.

Cancellation rights are governed by the Booking conditions, Cancellation and Refund Policy, applicable law and mandatory consumer rights.

Where a Tutor cancellation, Tutor no-show or qualifying event prevents the Lesson, the Learner/Parent must first be given an opportunity to reschedule where reasonably practicable. Subject to the circumstances and applicable rules, up to two rescheduling opportunities may be provided before the applicable refund or replacement process.

Nothing removes a non-waivable statutory right.

Mentora complies with mandatory consumer rights applicable to electronic transactions. Statutory rights concerning information, contracting, payment, cancellation, withdrawal, consumer protection and early performance of services apply notwithstanding contrary contractual wording.

Mentora may display a Lesson confirmation notification. Both Tutor and Learner/Parent must complete the required confirmation procedure.

Confirmation records may include identity, date/time, Lesson reference, Booking information and available session records.

If one party confirms and the other does not, payment remains pending during the confirmation/dispute period. If 24 hours pass after the scheduled Lesson without a valid Dispute and available Platform records support completion, the eligible Tutor payout will be released automatically.

Failure to click “Confirm Class” does not by itself prove that the Lesson did not occur. Mentora may consider Booking records, check-ins, online attendance, duration, messages, cancellations, safety reports and other relevant technical information.

Where a Tutor attends an Online Lesson and the Learner does not attend, the Tutor must enter the virtual classroom, remain available for the applicable Lesson period, notify the Learner/Parent through Mentora, document the absence and complete the confirmation procedure.

If no valid Dispute is submitted within 24 hours, the Tutor will receive the applicable payment.

Where a Tutor attends the confirmed location and the Learner/Parent is unavailable, the Tutor must arrive, use Mentora check-in where available, notify the Parent/Learner through Mentora, wait a maximum of 15 minutes unless safety concerns require earlier departure, record the no-show and leave safely.

The 15-minute period never requires a Tutor to remain where safety is reasonably at risk.

If a Tutor does not attend without an acceptable explanation, the Learner/Parent may request rescheduling, another Tutor where available, or the applicable refund. Repeated no-shows may result in restriction, suspension or termination.

Users may submit Disputes through Mentora’s designated channel. A Dispute must identify the Booking/transaction and provide sufficient factual information. Where evidence exists and can reasonably be provided, it should be submitted.

Disputes include online and home-tutoring delivery, no-shows, cancellation, payment, quality, conduct, safety, harassment, fraud and other breaches. Mentora reviews available evidence and Platform records. A complaint is not rejected solely because documentary evidence is unavailable, particularly for serious safeguarding allegations.

Mentora may consider booking records, confirmation records, timestamps, Platform activity, virtual-class attendance, messages, account information, payment records, check-ins, safety alerts, screenshots, photographs, audio recordings, video recordings, documents and other relevant and lawfully obtained evidence.

Users must preserve and provide relevant evidence where reasonably available and must not fabricate, alter or manipulate evidence. Mentora may rely on Platform records and credible reports when resolving disputes.

Complaints involving sexual misconduct, sexual harassment, child abuse, assault, threats, serious intimidation, theft, exploitation, grooming or other potentially criminal conduct are Urgent Safety Complaints. Mentora may immediately restrict an account from accepting new Bookings while the matter is reviewed.

A precautionary restriction is not a criminal finding. Mentora may refer information to competent authorities where appropriate or legally required.

Mentora may request relevant information. Users must provide available evidence as soon as reasonably practicable. Administrative evidence deadlines for ordinary disputes do not prevent Mentora from taking precautionary action in credible safeguarding matters.

Mentora may preserve Platform records in accordance with law and its Privacy Policy.

Tutors must:

• act professionally;
• respect Learners and Parents/Guardians;
• provide services consistent with advertised qualifications;
• maintain professional boundaries;
• comply with safeguarding requirements;
• avoid discrimination, harassment and inappropriate physical contact;
• avoid sexual or romantic conduct with Learners;
• protect confidential information;
• use Platform communications appropriately;
• comply with law;
• report serious safety concerns;
• comply with Home Tutoring and Online Tutoring rules.

Mentora prohibits sexual exploitation, grooming, sexual communication with minors, sexual harassment, sexual assault, physical abuse, threats, intimidation, discriminatory abuse, stalking, fraud, theft, identity fraud, falsification of qualifications, child exploitation, illegal or abusive material and other unlawful conduct.

Violations may result in immediate restriction, suspension, termination and referral to authorities where appropriate.

Parents/Guardians must ensure an appropriate and safe environment for Home Tutoring involving minors and must comply with Mentora safeguarding requirements. For Home Tutoring involving a minor, the Parent/Guardian must remain present throughout the Lesson unless Mentora expressly approves a designated responsible adult in advance.

The responsible adult must be authorized by the Parent/Guardian and remain available for the full Lesson.

Tutors must not:

• privately meet minors outside authorized Bookings;
• establish secret relationships;
• request unnecessary private information;
• engage in sexual/romantic communication;
• send or request inappropriate images;
• engage in inappropriate physical contact;
• encourage secrecy from a Parent/Guardian.

Every Home Tutoring Booking is subject to the Home Tutoring Safety & Service Agreement. The Parent/Guardian and Tutor must accept that Agreement before a Home Tutoring Booking involving a minor is confirmed.

It establishes mandatory rules concerning location, responsible-adult presence, conduct, safety, safeguarding, check-in, reporting, evidence, dispute handling, and the right to discontinue an unsafe Lesson.

A Tutor may discontinue a Home Tutoring Lesson immediately where the Tutor reasonably believes the environment is unsafe, threatening, abusive, sexually inappropriate, discriminatory, violent, intoxicated, otherwise unsuitable or materially different from the conditions represented. The Tutor must use the safety function where available and leave when reasonably safe.

No User may retaliate against a genuine safety report.

Users must use Mentora’s approved communication channels for Mentora-related interactions unless Mentora expressly authorizes another channel. Users must not circumvent Platform safety, payment or communication safeguards.

Mentora communications may be stored and reviewed by authorized personnel for safety, child safeguarding, fraud prevention, dispute resolution, moderation, enforcement, investigation, user protection and legal compliance. Users must not assume Platform communications are private end-to-end encrypted communications.

Users must not use Mentora to identify another User and then circumvent Mentora’s Booking or payment system to avoid fees or protections.

Prohibited conduct includes:

• off-Platform payment for a Mentora Booking;
• deliberate exchange of contact details to bypass Mentora;
• transfer of a Booking to an external payment arrangement;
• encouraging fee avoidance;
• duplicate transactions designed to evade Platform rules.

Tutors must have the right to upload and use materials. Tutors must not upload pirated material, unlawfully copied textbooks, copyrighted content without permission, sexually explicit or abusive content, malware, confidential third-party information or unlawful content.

Mentora retains applicable rights in its name, trademarks, logos, software, Platform design, website, application, databases, interface elements and original Platform content.

Users retain ownership of materials they lawfully own. Uploading material grants Mentora only the limited rights reasonably necessary to store, process, display and provide the Platform service.

Reviews must be honest and in good faith and must not contain false allegations, threats, discriminatory insults, private personal information, sexual content, fabricated claims, extortion or irrelevant content.

Mentora may moderate or remove reviews that breach these Terms or applicable law.

Users are responsible for content they upload, submit, send or publish. Users must not transmit unlawful, fraudulent, abusive, defamatory, discriminatory or malicious content.

Mentora may restrict or remove content where reasonably necessary to enforce these Terms, protect Users, comply with law or respond to lawful authority.

Users must protect credentials, keep passwords confidential, use secure passwords, not share accounts, notify Mentora of suspected unauthorized access and log out where appropriate. Mentora may require identity verification or additional authentication.

Mentora may suspend or terminate accounts involved in fraudulent Bookings, payment fraud, identity fraud, fake qualifications/reviews, chargeback abuse, Platform manipulation, payment bypass, unauthorized access, cyberattacks, malware, harassment, exploitation or other unlawful activity.

Mentora may temporarily suspend an account where reasonably necessary to protect Users, investigate complaints, fraud, safeguarding concerns or payment issues, verify identity/qualifications, conduct required checks, comply with law or enforce these Terms.

Mentora may permanently terminate accounts for serious or repeated violations. Explanations may be limited where safety, confidentiality, legal or investigative considerations require.

A User may request account closure subject to pending Bookings, unresolved Disputes, outstanding payment obligations, legal retention requirements and ongoing fraud or safeguarding investigations. Closure does not automatically erase information Mentora is legally required or permitted to retain.

Mentora processes personal information in accordance with its Privacy & Personal Data Protection Policy and applicable Cameroonian law. Processing may support account creation, verification, Booking, payment, communication, safeguarding, dispute resolution, fraud prevention, security, customer support, legal compliance and Platform improvement.

Mentora applies additional safeguards to information concerning children where required by law. Parents/Guardians must provide truthful information and appropriate authorization when using Mentora for a minor. Minors must not independently operate Tutor accounts.

Mentora may maintain electronic records of registrations, Bookings, transactions, confirmations, communications, cancellations, Disputes, verification and Platform activity. Electronic records and electronic acceptance may be used as evidence subject to applicable law.

Mentora relies on third-party service providers for certain payment processing, hosting, communications, technology and other Platform functions. Mentora is not responsible for a failure attributable exclusively to a third-party provider and beyond Mentora’s reasonable control, subject to applicable law.

Personal-data processing by providers is addressed through Mentora’s Privacy Policy and applicable safeguards.

Mentora maintains, updates and improves the Platform. Maintenance, upgrades, security updates, technical improvements, network failures, cyber incidents, force majeure and other circumstances may temporarily affect availability, speed or functionality. Where reasonably practicable, Mentora will provide reasonable notice of planned material maintenance.

Uninterrupted availability is not guaranteed, subject to non-waivable legal rights.

Mentora does not guarantee examination results, admission, grades, certificates, employment, promotion, ranking or any particular learning outcome. Tutors remain responsible for the tutoring service they provide.

Users must review Tutor profiles, subjects, qualifications, experience, pricing, ratings, availability, format and other relevant information before Booking. Verification badges indicate only the categories of verification completed and do not guarantee future conduct or academic performance.

During a booked Lesson, Mentora is responsible for the Platform functions and contractual processes expressly assigned to it, including applicable Booking, payment, safety-reporting, recordkeeping and dispute-management mechanisms.

Outside the booked Lesson, Mentora is not responsible for private interactions, arrangements, meetings, communications or events unrelated to a Platform function, except to the extent liability cannot lawfully be excluded or limited.

Subject to mandatory legal rights, Mentora is not responsible for losses arising solely from inaccurate User information, User misconduct outside Mentora’s instructions, unauthorized off-Platform arrangements, failure to follow safety instructions, third-party failures beyond reasonable control, network failures, force majeure or other circumstances beyond reasonable control.

Nothing excludes non-waivable liability or statutory rights.

To the extent permitted by law, a User is responsible for losses, claims, costs or liabilities arising from the User’s unlawful conduct, fraud, deliberate misuse, infringement of third-party rights, breach of these Terms or violation of another person’s rights.

This does not transfer liability for Mentora’s own unlawful conduct or non-transferable liability.

Mentora is not responsible for failure or delay caused by circumstances beyond reasonable control, including natural disasters, epidemics, war, civil unrest, government restrictions, major network or telecommunications failures, payment-system failures, cyber incidents despite reasonable security measures, power failures and other extraordinary circumstances.

Where reasonably possible, Mentora will minimize disruption.

Users must submit complaints through Mentora’s designated support channels and provide sufficient factual information to enable investigation. Where evidence exists and can reasonably be provided, supporting evidence should be submitted, including screenshots, messages, Booking/payment records, photographs, audio, video or other documentation. Serious safety or child-protection complaints receive priority. Lack of evidence does not by itself bar a legitimate complaint.

A User who becomes aware of conduct that may place a child at serious risk must report it to Mentora immediately through the designated safety mechanism and must contact competent authorities where required by law or where immediate intervention is necessary.

Mentora may preserve information and cooperate with competent authorities. Mentora’s internal process does not replace law-enforcement or judicial processes.

Mentora may update these Terms where reasonably necessary because of Platform changes, business practices, legal or regulatory developments, security requirements, new services or other legitimate reasons. Material changes will be communicated appropriately. Where renewed consent is legally required, Mentora will obtain it.

If a court or competent authority finds a provision invalid, unlawful or unenforceable, the remaining provisions remain effective to the extent permitted by law. The affected provision will be modified only to the minimum extent necessary where legally possible.

Failure by Mentora to enforce a provision immediately does not constitute permanent waiver. Mentora may enforce its rights later.

These Terms and expressly incorporated documents form the principal contractual framework. Additional agreements include the Tutor Agreement, Privacy & Personal Data Protection Policy, Child Safeguarding Policy, Payment and Refund Policy, Home Tutoring Safety & Service Agreement, Community Standards and other Platform policies.

A specific agreement governs its specific subject matter to the extent permitted by law.

These Terms are governed by the laws of the Republic of Cameroon, including applicable OHADA rules where legally applicable, subject to mandatory consumer-protection, data-protection, safeguarding and other statutory rights. Cameroon is an OHADA member state.

Users must first use Mentora’s internal complaint/support process for Platform disputes where reasonably available and appropriate. If a dispute is not resolved internally, the parties may pursue remedies before the competent authorities or courts having jurisdiction in Limbe, South-West Region, Cameroon, subject to mandatory jurisdictional rules and statutory rights that cannot lawfully be excluded.

Mentora’s head office is in Limbe. Nothing requires a consumer to waive a mandatory right to bring proceedings before another competent forum where the law grants that right.

Mentora is an independent company duly registered in Cameroon.

• Head Office: Limbe, South-West Region, Republic of Cameroon.
• RCCM / Company Registration No.: [INSERT]
• Taxpayer Identification No.: [INSERT]
• Official Legal Email: [INSERT]
• Official Telephone: [INSERT]

By selecting “I Agree”, creating an account, making or accepting a Booking, providing tutoring services, making a payment or otherwise using Mentora, the User acknowledges the opportunity to read and understand these Terms and agrees to comply with them. Mentora may retain evidence of electronic acceptance in accordance with applicable law.