F.A.Q.
Q. What is
onlingo?
A. We are an online Global Initiative- Live online lessons platform connecting language learners with language tutors. A learner can have live 1:1 online language lessons with any language tutor from around the Globe, at anytime, 24/7!
Q. Why should
I use onlingo to find a tutor?
A. Onlingo provides an opportunity to learn effectively with experienced and qualified teachers when you want, how you want and where you want, at an affordable price within your budget. The tutors who teach at Onlingo may or may not have a degree or certificate confirming their teaching qualifications. Those who do not have such a certificate are noted with "Not Certified" on their profile. However, such non certified tutors may have great experienced teaching for many years and be suitable to support the learning efforts of various students.
We continuously review tutors, making sure that we maintain a
community of professional and highly motivated tutors. For example, if a tutor is not replying regularly to
messages, if a tutor misses lessons and more, then we take steps to exclude
such cases in the future.
Q. How can I
join the students’ community at onlingo?
A. on the Home page , you may click on
“join student community” and you will be
directed to the page with a registration form to create an account at onlingo.
The following
information is required to successfully complete your registration:
Full Name
Email address
Time zone of
country of residence
Password,
It is very important to indicate your time zone during registration
to ensure that future lessons take place as scheduled. Our platform will
coordinate the time difference between you and your tutor, and the times you
see are always adjusted according to your current time zone.
After receiving information required, we will create an
account for you in a few seconds and send you the confirmation via email.
Please contact your
support team at support@onlingo.eu if you have any difficulty with signing up or logging in.
Q. How do I
find a suitable tutor ?
A. Easy. Click on “Find my tutor” button from the main menu,
1. Choose the language you want to learn through the filters menu, and you will get a list of teachers .
2. View results and go into each tutor's profile . You
may narrow down your selection of tutors by using some other criteria to filter
the list of tutors , such as price/lesson, years of experience, skills of
teaching, native or not, etc.
- Each tutor profile provides key information to help you in
making a well balanced decision when choosing a tutor. You can study each
tutor’s video introduction ( when available), personal
background, photo, price, experience and qualifications.
Once you have
selected a tutor, you may either book first few paid lessons or request a FREE or
Discounted trial lesson to make a decision having personal impression of the
tutor before committing to more hours of lessons.
Q. I haven’t
received a response from a tutor I contacted. What now?
A. We recommend allowing up to 2 working
days for tutors to get in touch with you, as unexpected circumstances can
occasionally arise which delay a tutor’s response time. Also please note that we advise tutors to respond to queries within
48 hours – this is what we expect as part of the informal service level
agreement between students and tutors.
If you hear nothing from a particular tutor after 2 working days , please contact us at support@onlingo.eu and we will address the matter the soonest
possible.
Q. How do I
pay for private lessons ?
A. Once you
booked the lessons at the calendar of the tutor you chose, you will be directed
to the payment page where you may pay for the lessons online. Once you have paid through Paypal or Transferwise, ( soon Stripe ) then you will receive by
email the confirmation of the lessons booked and the payment you just made for
these lessons. The same information is confirmed to your tutor by email. So,
now you are ready to start your language learning journey.
Q. What should
I write in a review?
A. We strongly encourage students to post
reviews . These are so important in guiding other language learners who are about to book a language course .
Key points to remember:
1. Be honest and polite – post facts with discretion
2. Specify what you like or did not like about the course or the tutor – give
an example if it helps
3. Be to the point, and brief
Q. The tutors
I am interested in have no reviews from
other students. Why?
A. We are a young online community! As we grow and our network of tutors build their
student network, you will see more and more reviews from other students.
Remember that effective tutors
that are new to our community could be waiting for someone just like you to
work with them and leave positive reviews!
Q. How do I
evaluate the quality of the tutor I chose?
A. Reviews from students ,
and the Onlingo rating, which can be
found on tutor profile pages, reflect objectively the quality of the tutor. We are
confident that tutors will always do their best to deliver lessons that deserve compliments.
Another point is
to browse through the comments that students left for a tutor, and can be found
in the profile of the tutor.
Finally , another
good indicator might be the price/lesson. For
example, a formally qualified tutor is likely to be more proficient from the
outset but he or she is also likely to be more expensive .
Q. How to book a paid lesson?
A. Once you are logged in:
1. find your
tutor of choice in the “Find my tutor”
section, and open the profile of
the tutor you chose.
2. Press the 'Book
lesson' button. You will see
available time slots on tutor’s calendar for booking *
3. Pick time
slot(s) that suit you best
4. Confirm the selected
time for the lesson(s).
5. Then you will be directed to the page where the summary of the lessons selected is shown with the amount to be paid. Once you paid, you will receive a confirmation of preliminarily booked lessons in your profile.
6. The tutor has 18 hours to confirm the PRELIMINARY BOOKING you made. Once the tutor confirms it within 18 hours after the initial booking, then you will see the lesson become a confirmed booked lesson, and you can contact your tutor via "Send Message chat" for the prepare of the lesson. If the tutor has not confirmed within 18 hours, then you will receive an email notification about, and you will follow the instructions in the email notification about further steps.
7. All your paid
lessons are posted in detail in your account – under My lessons.
*If you
do not see your tutor's schedule, it means that the tutor is not available at the moment. Please
contact your tutor or our support team for more information.
Q. What is Onlingo Live?
A. Students and tutors can connect easily
through the Onlingo Live which provides a quality and secure online learning environment,
a kind of virtual online classroom.
If you encounter any difficulties using it, our technical support team will provide assistance so that you may get back to your lesson as soon as possible!
Q. How do I go Onlingo Live?
A. You have access to Onlingo Live
through your account where you have
lessons and you may send messages to your
tutor.
Also, you may find a link to your Onlingo
Live sessions in the reminder emails we
send you before each lesson.
The video chat used for each 45 – minute lesson is active 10 minutes before the lesson time, and for a period of up to 60 minutes from lesson time. To join the online lesson you need to click on “Start Online Lesson” button within the Onlingo Live virtual classroom.
Q. Can I access the Onlingo
Live on my phone or tablet?
A. Yes, you’ll have full functionality on your phone or tablet, including video calls, file sharing and messaging, through the mobile version of our website www.onlingo.eu
Q. Can I send messages to my
tutor ? How will I know if I get a new message?
A. Yes, you can send and read messages through
Onlingo any time. You’ll receive notifications about new
messages through your account on the messaging icon. You will also receive an email notification that a message was received in your account chat message.
Q. Why should I use the Onlingo Live classroom for lessons
A. Onlingo Live is an online video-chat platform especially designed and tailored for live lessons. With this technology we aim to
improve the flow of lessons and to provide high quality and secure online
learning experience.
Through live communication technology,
we are able to simplify the workflow so that you do not have to leave the
platform to conduct the lessons, thus saving time for all Users involved.
- We are also able to keep records of all the lessons that took
place, so if a dispute shall arise we have all the necessary information
to make an informed decision relatively fast.
We have received positive comments from students and tutors who have used Onlingo Live up to now! We are confident
that you will find the experience of Onlingo Live very rewarding and you will enjoy
it as well!
Q. What if I have technical problems and can’t complete a lesson?
A. In the rare instances that the lesson cannot be completed through Onlingo Live, you should notify our support team as follows:
1) click on the yellow triangle just under video chat screen and complete / send the Incomplete lesson report. Once done, you will get a notification that you can arrange for a different hour of lesson with your tutor's calendar/timetable.
The
detailed explanation of the problem you faced will help our Technical support team
resolve the problem and work towards a
solution as fast as possible.
Q. How can I give feedback or suggestions?
A. At Onlingo , we have been open to
improving continuously your learning experience
. We constantly work on making your
learning environment the best possible .
So, we will be happy to receive your
comments in case you’ve found a problem or you have a suggestion, by contacting
our support team.
Q. How to reschedule a lesson?
A. Go
to 'My lessons' menu in your account
Click on the card
of the lesson you wish to reschedule. Then, click on
“re-book” button
The calendar of
the tutor will open and you may choose any new time slot which is available.
Then, just save
the new time slot, and the card of the
lesson will appear in the lessons section with a new date/time.
Q. How to
cancel a lesson:
A. Go to 'My lessons' menu
Click on the scheduled lesson that you wish to cancel.
Click 'Cancel'button.
Once the lesson
is cancelled, the amount you paid for the cancelled lesson will be returned to
your balance .
Note: According to our
cancellation policy, you can only cancel/reschedule a lesson for free up to 12
hours before the scheduled lesson start time.
If you would like
to cancel/reschedule a lesson after said period, please kindly contact your
tutor through the message channel and discuss the possibility of doing so.
However, please remember that tutors reserve the right to make the final
decision regarding late cancellation/ rescheduling during 48 hours after
the lesson start time.
Q. What if my tutor missed a lesson?
A. If you are unable to see the tutor,
please kindly send a message and reach out to the tutor through the messaging
button of Onlingo – a tutor might have
some emergencies and therefore unable to attend the lesson on time.
If after 15-20 minutes you are unable to get in touch with the tutor, and If your tutor does not reply you back , then please do the following:
1) click on the yellow triangle just under video chat screen and complete / send the Incomplete lesson report. Once done, you will get a notification that you can arrange for a different hour of lesson with your tutor's calendar/timetable.
Q. What if I
don’t get on with a tutor?
A. With
onlingo, you may get an impression of your tutor before starting with lessons. Simply watch tutor’s video
introduction, read the profile, see photos, and check reviews. You can even
contact tutors directly via online messaging to find out more and decide whether you are a
good fit for one another before you book lessons.
In addition, most
tutors offer free trial lesson or a 1st lesson with substantial
discount(50%), thus having the opportunity to get own impression without any
big expense.
Finally, you may cancel remaining lessons with a tutor by clicking on the card of the lesson, which will direct you to the lesson dashboard, where you may click on Cancel lessons and then Reject. Once the lesson(s) were cancelled, you receive a confirmation and your balance is updated. You may use the new amount in your account to book lessons with other tutor.
Q. Is it possible to refer friends
to join our students’ community and
share the rewards of learning?
A. Yes, the referral program offers benefits to
you and your friends. You can invite your friends to register on Onlingo as
students through the referral link. Copy and share the link with
your friends!
For every friend you invited registering
with our community with the link you shared:
- They will get 5 euro off their first
paid lesson
- You will get also 5 euro
added to your
balance which can be used during 1
month with any language lesson you may wish to book.
If you encounter any difficulties do not hesitate to contact your support
team at support@onlingo.eu
Q. I forgot my
password. How do I reset it in order to log in?
A. You can
reset your password from the login screen by following the "Forgot Password?" link at the
bottom of your Log In screen.
Q. What form of payment is accepted to book lessons ?
A. Credit, debit cards , PayPal and Transferwise ( soon Stripe )
Onlingo accepts all major credit and debit cards , PayPal and Transferwise as valid forms of payment for all bookings at the moment. All available forms of payment will appear on the check out page at the time of the booking.
Q. I was incorrectly charged. What can I
do?
A. If you
feel you have been charged in error, please contact us at support@onlingo.eu with a detailed
explanation and we'll be happy to investigate. Refund requests must be
received by us within 30 days of the charge in order to be considered.
Q. I don’t want to take classes anymore.
Can I get a refund for my remaining classes?
A. All
purchases are final. When you buy
classes they are yours to keep and
cannot be refunded to your original form of payment.
However, the remaining purchased lessons can be
cancelled and refunded as credit, which you may then use to book with a different
teacher.
Q. How do I delete my account and
personal data from onlingo?
A. You can
delete your student profile under the menu within your account by clicking on
the 'Delete account' button .
We will ask to enter your email
address used to register on our platform in order to confirm the deletion of
the account.
For more about General Data
Protection Regulation and data deletion, see this