Terms of sale

1. Request and quote

The parent describes each child’s needs: class, subjects, number and length of sessions, preferences. The request is free and without commitment. An advisor can complete it with them by phone.

SOE sends a personalised quote within 24 working hours. For each child and each subject, it sets out the number of sessions per week, their length and the monthly amount in FCFA.

The quote is valid for 7 days. The parent who made the request can accept it, decline it giving a reason, or propose another amount; SOE then answers with a new quote that replaces the previous one. An expired quote can be reactivated once, on request.

2. Tutor and contract

Once the quote is accepted, SOE chooses and confirms a tutor for each subject, then introduces them to the parent with their background and checked documents.

The contract is signed online, in French or English: the parent confirms they have read it in full, then signs. SOE records the date, time and IP address of the signature; the signed contract is available as a PDF in the parent’s space. Any later change is made through an amendment signed the same way.

The contract is open-ended and continues from month to month until it is terminated. The family’s address and phone number are shared with the tutor on signature.

3. Price and invoicing

The price is the one in the accepted quote. It is a monthly amount covering the sessions on the month’s schedule. No application fee is charged.

The first month’s invoice is issued when the contract is signed and is payable immediately; the session schedule is set once it is paid. The first month is invoiced at the quote’s monthly amount, unless the quote shows a discount.

After that, each monthly invoice is issued on day 25 of the previous month and is payable by day 5 of the invoiced month at the latest. Invoices and receipts are available in the parent’s space.

4. Payment

Online payment is made by MTN Mobile Money or Orange Money, through a secure payment provider: the parent confirms the request on their phone with their PIN, which SOE never knows. Payment can also be made by bank transfer or in cash to SOE, against a receipt.

Only the parent who holds the contract pays online. The parent never pays the tutor directly: a payment handed to the tutor does not discharge the parent’s debt to SOE.

5. Late payment

SOE sends a reminder 7 days and then 2 days before the due date, and a late notice 3 days after.

If payment has not been made 10 days after the due date, sessions are suspended. They resume automatically as soon as the invoice is paid. Sessions suspended for non-payment are neither made up nor deducted. No late-payment penalty is charged.

6. Cancelling and moving a session

The parent cancels a session from their space, before it starts, giving a reason.

• Cancelled at least 24 hours ahead, the session is not owed: it is made up within the month if a slot is found, otherwise deducted from the next invoice.
• Cancelled less than 24 hours ahead, or missed without notice, the session remains owed.

The tutor can move a session at least 24 hours ahead, within the same month, after telling the family. To move a session, the parent contacts their advisor.

7. Sessions missed because of SOE

A session that does not take place because of the tutor or SOE (absence, lateness preventing the session, cancellation by the tutor) is made up within the month if a slot is found with the family, otherwise deducted from the next invoice. If there is no next invoice, it is refunded.

8. Session reports and disputes

After each session, the tutor writes a report within 24 hours. The parent approves or disputes it, giving a reason, within 72 hours; after that, it is approved automatically.

SOE reviews each dispute and gives its decision. If the dispute is upheld, the session is not counted: it is deducted from the next invoice, or refunded if there is no next invoice.

9. Pause

On request to the advisor, in particular for holidays or illness, the tutoring can be paused. Upcoming sessions are suspended and a month that is paused in full is not invoiced.

Sessions of a month already paid, suspended by a pause requested at least 24 hours ahead, are deducted from the next invoice. Sessions resume on the date agreed with the advisor.

10. Replacing the tutor

The parent can ask their advisor to replace the tutor, giving the reason (incompatibility, punctuality, level, behaviour, other). SOE proposes a new tutor as soon as possible, free of charge. A new contractual document is signed if needed.

SOE can also replace a tutor who can no longer carry out the assignment; the family is told.

11. Withdrawal before the first session

Until the quote is accepted, the parent can withdraw their request free of charge from their space.

After the contract is signed, a parent who withdraws before the first session is refunded the first month in full, by the payment method used or by Mobile Money, as soon as possible. They inform their advisor in writing (e-mail or WhatsApp).

Once the first session has taken place, the contract ends under the termination rules below.

12. Termination

The parent can end the contract at any time, free of charge and without giving a reason, by telling their advisor in writing (e-mail or WhatsApp):

• if told before day 25 of the month, SOE does not issue next month’s invoice and the contract ends at the end of the current month;
• if told on or after day 25, next month’s invoice, already issued, remains owed and the contract ends at the end of that month.

SOE may terminate the contract, after a formal notice that has gone unanswered, if payment is still outstanding after sessions have been suspended, or immediately in the event of a serious breach (violence, harassment, endangerment, paying the tutor directly or arranging sessions outside SOE). SOE may also end it if it can no longer provide a tutor.

At the end of the contract, sessions given remain owed; sessions paid and not given because of SOE are refunded.

13. Complaints and disputes

Any complaint can be sent to SOE by e-mail at [email protected], by phone or WhatsApp on +237 6 75 94 23 44, or from the parent’s space. SOE answers as soon as possible and looks for an amicable solution.

These terms of sale are governed by Cameroonian law. Failing an amicable agreement, the dispute is brought before the competent courts of Yaoundé, subject to the rules protecting consumers.