Service Agreement

Last updated: July 28, 2026

This Service Agreement describes the terms that apply once a Tutor and a Client have been introduced through Zamal Academics and agree to begin tutoring sessions. It works alongside our Terms of Service, which governs use of our website and the tutor registration process, and our Privacy Policy — both continue to apply.

1. Who this agreement is between

• Zamal Academics (the "Company") facilitates the introduction and verification of tutors, and supports the arrangement as described below.
• The "Tutor" is the individual delivering tutoring sessions.
• The "Client" is the parent, guardian, or adult student who has engaged a Tutor through our platform.

Once a Tutor and Client agree to begin sessions, the tutoring engagement itself — schedule, format, and day-to-day arrangements — is between the Tutor and the Client.

2. The trial class

Every Tutor listed on our platform goes through background checks — including reference verification, photo ID, and address checks — before being matched with a Client. New engagements begin with a free two-day trial class, so the Client can confirm the Tutor is a good fit before committing to ongoing sessions.

3. Our satisfaction guarantee

4. Scheduling and sessions

• Session times, frequency, and duration (home or online) are agreed directly between the Tutor and the Client.
• For home tutoring, the Client agrees to provide a safe, appropriate space for sessions, and to ensure a parent or guardian is present or reasonably available for sessions involving minors.
• For online tutoring, the Client is responsible for providing a stable internet connection and a suitable device.
• Either party should give as much notice as possible — at least 24 hours where practical — to cancel or reschedule a session.

5. Fees and payment

• Tuition fees for sessions are agreed directly between the Tutor and the Client, and are paid directly to the Tutor, unless we've explicitly stated otherwise for a particular service.
• The Company's tutor registration fee (see our Terms of Service) is separate from tuition fees — it's paid by Tutors to be listed on our platform, not by Clients.
• The satisfaction guarantee in section 3 applies to the first tuition payment made for a new engagement.

6. Tutor conduct

Tutors are expected to conduct sessions professionally: arrive prepared and on time, communicate promptly with the Client about scheduling, and — especially where a student is a minor — behave appropriately and safeguard the student's wellbeing at all times. Any concerns about a Tutor's conduct should be reported to us immediately at academics@zamal.org.

7. Client responsibilities

Clients are expected to treat Tutors with respect, pay agreed fees on time, provide accurate information about the student's learning needs, and give reasonable notice of cancellations.

8. Ending an engagement

Either the Tutor or the Client may end a tutoring engagement at any time, ideally with reasonable notice. If an engagement ends because a Tutor is no longer available, we'll help the Client find a replacement where possible.

9. Complaints and disputes

If something goes wrong — with a session, a Tutor's conduct, or a payment — contact us at academics@zamal.org and we'll do our best to help resolve it. This may include arranging a replacement Tutor, as described in section 3.

10. Governing law

This agreement is governed by the laws of Pakistan, consistent with our Terms of Service. If there's a conflict between this agreement and the Terms of Service on a matter specific to how sessions are delivered, this Service Agreement applies.

11. Changes to this agreement

We may update this Service Agreement from time to time. If we make material changes, we'll update the "Last updated" date at the top of this page.

Contact us

If you have questions about this page, contact us at:

• Email: academics@zamal.org
• Phone: +92 321 4011261
• Address: Marhaba Shopping Mall, Valencia Town, Lahore, Pakistan

Related: Privacy Policy · Terms of Service