How does the platform handle disputes between students and tutors?
While we strive to foster a positive and respectful learning environment, occasional disagreements or misunderstandings between students and tutors can occur. Turkish Mate has a defined process to address these situations fairly and professionally.
Step 1: Report the Issue Through the Platform
The first and required step in any dispute is to formally report the problem to the Turkish Mate Support Team. This must be done through official platform channels:
- Using the "Report a Problem" feature within your Tutor Dashboard or specific lesson details (if available).
- Contacting Support directly via our official contact form or support email address ([Your Support Email Address Here]).
Why is reporting through the platform crucial? It creates an official record, ensures our team is aware of the situation, and allows us to gather necessary information directly within our system.
Step 2: Support Team Evaluation
Once a dispute is reported, the Turkish Mate Support Team will:
- Acknowledge Receipt: Confirm that your report has been received.
- Review the Details: Carefully examine the information provided in your report, including any descriptions, timestamps, and evidence submitted (remember, only evidence from within the Turkish Mate platform can typically be considered).
- Gather Information: If necessary, the support team may contact both the student and the tutor involved to gather further details or clarification from each perspective. All communication during this process should ideally remain within the platform's messaging system or official support channels.
- Evaluate Based on Evidence & Policy: The team will evaluate the situation based on the available facts, evidence within the platform (like message history or lesson records), and Turkish Mate's official Terms of Service and platform policies.
Step 3: Resolution
Based on the evaluation, the Support Team will determine an appropriate resolution. This could range from:
- Mediation and clarification between the parties.
- Issuing warnings based on policy violations.
- Adjusting lesson statuses or payments (if applicable and justified).
- Taking other actions as outlined in our Terms of Service in more serious cases.
Our goal is always to reach a fair and objective resolution based on the specific circumstances and platform guidelines.
Key Takeaway: Disputes are handled by first reporting the issue officially through the Turkish Mate platform (via the "Report Problem" feature or contacting Support). The Support Team then evaluates the report, gathers information, reviews evidence (from within the platform), and makes a decision based on facts and platform policies to reach a fair resolution.
