Operational policy

Student and parent expectations

A plain-language guide to bookings, wallet funding, lesson attendance, child learners, and support across Expert Education.

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Money

Expert Wallet and funding requests

Students and parents should create a funding request before sending payment so the amount and reference can be matched cleanly.
When a payment method is enabled, funding requests are created and tracked before any provider checkout can begin.
One Expert Wallet can support platform-managed learning, while the system still records which sector each charge belongs to.
Structured-sector hour purchases keep the purchase rate stored, so any later admin-controlled refund can use the original purchase price instead of a future price.

Bookings

Marketplace requests are student-led: choose a teacher, date, time, lesson length, and focus, then wait for the teacher to accept or decline.
Recurring requests ask for a fixed weekly pattern. The first suitable lesson can be confirmed once the teacher accepts, and the schedule can be paused or reviewed later.
Academy, Kids, Groups, and Business flows may use more controlled matching because level, language, age, course progress, and time overlap matter.
Students should keep profile goals, level notes, and availability current so teachers and operations can prepare properly.

Attendance

Classroom links open only inside the configured early-join and lesson window, which protects attendance records from accidental early completion.
Students should join on time, stay connected, and use the correct account for the booked learner.
If a student misses a platform-managed class, the booking may still be charged according to the live sector policy and dispute window.
Group classes are fixed-course sessions. Missed group lessons are normally lost because the class still happened for the cohort.

Families

Parents create and manage child learner accounts, funding, bookings, and profile context.
Child dashboards are intentionally limited so learners can focus on class links, upcoming learning, history, and safe essentials.
Parents are responsible for making sure the child is ready, supervised where appropriate, and using the right lesson link.
Teacher-visible student profiles may include learning goals, support notes, level context, and lesson history needed for better teaching continuity.

Support

Use the dispute action from the student dashboard when a no-show or lesson record needs review.
Admin review may use classroom join events, heartbeat records, teacher notes, timestamps, wallet records, and communication history.
Refunds or credit adjustments are handled as controlled admin actions so accounting stays traceable.
For payment or account support, keep the funding reference and lesson or booking ID available when contacting Expert Education.

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