Service Charge (commission), Payment & Refund Policy
Website policy
This policy is a part of Hero Education Sdn Bhd’s (hereinafter referred to as “Hero Education”) term of use. By using the online services of Hero Education Sdn Bhd, you’re agreeing to this policy.
Highlights
1) For long term assignments, we charge 3 weeks of tuition fees as service charge (commission). For short term assignments, we charge 10-50% of tuition fees.
For long term tuition - 3 weeks tuition fee as commission
a) We will refund you 1 week tuition fee if client has stopped the classes within 3 months after class has started. (no refund policy applied)
b) If client has cancelled the classes within 1 month, we will retain 15% of tuition fee as commission and refund the rest, if necessary. (no refund policy applied)
c) Including GST / SST if applicable.
2) We will collect 1 week of tuition fee upfront before passing you contact, we will collect first 2 weeks of tuition fees from parents and you can start collecting directly from them 3rd weeks onwards. If client does not pay us the first 2 weeks of tuition fees, we will collect from tutor directly.
3) Payment can only be made to HERO EDUCATION SDN BHD.
4) Refund policy applied to each and every tuition cases.
Service charge (also known as Commission)
Long Term Assignments
For long term assignments i.e. the tuition service agreed is for a period of 6 months and above, a one-time charges equivalent to 3 weeks of the monthly total tuition charges is chargeable. The service charges chargeable is calculated based on the total tuition charges collectible for one full month of tuition services provided and the calculation shall not include any extra classes requested by the Employer on a temporary and ad-hoc basis.
Example 1
Parties agreed that the classes are to be conducted twice per week, which is equivalent to 8 sessions in 4 weeks. In the event the tuition service starts at the end of December and there are only 2 sessions in December, the service charges is still calculated based on one full month of charges collectible i.e. a charges equivalent to 6 sessions of classes equivalent to 3 weeks’ or 75% of the monthly tuition charges.
Example 2
In the whole of December, the employer requested for 16 sessions of classes on a temporary basis due to special circumstances. However, the employer intends to reduce classes to only 8 sessions from January and the following months. In this regard, the service charges is calculated based on the monthly tuition charges of 8 sessions (January and the following months) instead of 16 sessions (December).
Short Term Assignments
For short term assignments i.e. the contracting period is for 6 months and below, a one-time charges equivalent to 10 to 50% of the monthly total tuition charges, whereby the rate shall be mutually agreed beforehand by the tutor and Hero Education, is chargeable. The service charges chargeable is calculated based on the total tuition charges collectible for the first full month of tuition services provided
Commission list as per below:
Less than 6 months - 2 weeks
Less than 4 months - 1.5 weeks
Less than 3 months - 1 week
Less than 2 months- 15%
Less than 1 month- 10%
Example 3
The Parties agreed on a short term assignment of 3 months at the rate of RM100 per hour for 2 hours per week. By this calculation, the monthly tuition charges collectible is in the sum of RM800 per month. Prior to the tutor agreeing to use the services of Hero Education, the tutor and Hero Education have mutually agreed on 25% of the monthly total tuition charges as service charges, Hero Education is entitled to charge RM200 for the service charges.
Increase of Hours for Monthly Tuition Services for Long Term Assignments
In the event the parties mutually agree to increase the hours of tuition services for Long Term Assignments within a month after the commencement of the first tuition, a service charge is chargeable on the increased hours as per the computation as stated in Short Term Assignments and Long Term Assignments above, whichever applies.
Example 4
The Parties initially agreed on a Long Term Assignment at the rate of RM50 per hour and 1.5 hours per week. By the calculation of service charge based on Long Term Assignment above, the monthly tuition charges collectible is in the sum of RM300 per month and the service charges chargeable by Hero Education is in the sum of RM225.
In the event the parties agree to increase the tuition hours to 2 hours per week instead of 1.5 hours within 1 month from the commencement of the tuition, service charge is chargeable on the difference of increased hours as below:-
RM50 (hourly rate) x 0.5 (difference in the increased hour) hour x 3 weeks (the computation of service charge for Long Term Assignment).
Premature Termination of Tuition Services by the Parties
In the event the Tutor refuses or neglected or failed to perform his obligations under the Service Agreement after the agreement to or execution of the same, a service charge equivalent to 25% of total tuition charges collectible for one full month is chargeable to the tutor by Hero Education Sdn Bhd.
In the event the Tuition Service is terminated by any of the parties prior to the commencement of the tuition or within 1 month from the commencement of the Tuition, a service charge equivalent to 15% of total tuition charges collectible for one full month is chargeable to the tutor by Hero Education Sdn Bhd.
Example 5
The Parties agreed on tuition at the rate of RM 50 per hour for 2 hours per week. By this calculation, the monthly tuition charges collectible is in the sum of Rm400 per month for a Long Term Assignment. However, if the parties terminated the contract by the 3rd tuition session, the tutor is entitled to tuition charges in the sum of RM300. Accordingly, a service charge of 15% is chargeable on the sum of RM300.
For the avoidance of doubt, all computation of service charges chargeable is calculated based on actual hourly rates and intervals of the tuition per week.
Collection of Service Charges
For both Long Term Assignments and Short Term Assignments, Hero Education will collect from the Tutor, an upfront payment equivalent to 1/3 of the total service charges payable prior to releasing the contact details of the Employer to the Tutor for the purposes of finalization of the terms of tuition services. The remainder 2/3 of the total service charges payable will be collected from the Employer directly within 2 weeks from the commencement of the tuition. The amount of service charges Hero Education collects from the Employer shall be set-off against the tuition charges receivable by the Tutor from the Employer. In the event the Employer fails or neglect to make payment for the service charges as above, the Tutor shall be liable to Hero Education for the Employer's portion of unpaid service charges within 14 days upon such demand by Hero Education. This however, shall not prejudice the Tutor's right to recover the service charges paid on behalf of the Employer.
Tutors who maintain a good professional relationship with Hero Education will be given the flexibility to pay the services charges payable within 7 days after the commencement of the tuition subject to Hero Education’s discretion. Any decision made by Hero Education on delay of payment is final.
In the event the tutor request to postpone payment of the service charges until after obtaining the contact details of the Employer to finalise the terms of tuition services, Hero Education is entitled to collect and keep a photocopy of the tutor’s identification document for the purposes of securing payments from the Tutor. In the event the identification document of the tutor is not provided, Hero Education will not entertain any request to postpone payment by the Tutor.
In the event a tutor fails, neglects or refuses to make payment for the service charge. Hero Education is entitled to suspend its services to the tutor concerned and/or refuse to entertain any requests for services from the tutor unless the service charges due and owing is paid in full. Further, Hero Education reserve the right to share any information obtained from the tutors in accordance to the Personal Data Protection Policy of this website.
Payment
Mode of payment of service charge
Bank Transfer: (via online banking or Cash Deposit Machine)
All payment of service charges made via Bank Transfer shall be made to the following account:-
BANK : MALAYAN BANKING BERHAD (Maybank)
ACCOUNT NAME : Hero Education Sdn Bhd
ACCOUNT NUMBER : 512754531313
Important Note:
Hero Education NEVER authorise any agent/third party save and except for the directors of Hero Education to receive any payment on Hero Education’s behalf. Payment made to any other parties/account other than the payment details listed above or directly to the directors of Hero Education shall not, in any circumstances, constitute payment to Hero Education.
Hero Education WILL NOT be responsible for any payment made to any other accounts other than those stipulated above.
A copy of the proof of payment i.e. receipts or bank in slips shall be forwarded to Hero Education after payment is made.
Refund Policy
Acceptance of terms and conditions in the refund policy
Please read these refund policy carefully before using our site. By using our site, you are indicating that you agree to all of the terms and conditions set forth herein. Also, you are indicating that you understand that Hero Education Sdn Bhd may revise the terms and conditions from time to time without providing any notice to you. You should visit this page periodically to review the Terms and Conditions, because your continued use of this site after we have revised the terms and conditions will indicate that you accept them as revised. IF YOU DO NOT ACCEPT THE TERMS AND CONDITIONS, YOU MAY NOT ACCESS THIS SITE OR USE ANY OF THE PRODUCTS, SERVICES, OR CONTENT PROVIDED ON OR THROUGH THIS SITE. In these Terms and Conditions, "you" and “your” refer to any and all individuals and/or entities accessing this site for any reason.
Refunds Process
Refunds are issued via bank transfer or by cash. The mode of refund is to be determined at Hero Education Sdn Bhd’s discretion. Accordingly, please ensure that the details are provided completely and correctly at this page > :
Hero Education Sdn Bhd reserves the rights to withhold any refunds if the refund details given are incorrect or incomplete.
Hero Education Sdn Bhd reserves the rights to set-off any monies due and owing to Hero Education Sdn Bhd before refunding the balance sum due to the relevant party.
Conditions for Refund
In the event the scheduled tuition is cancelled by the employer prior to its commencement, the commission received by Hero Education Sdn Bhd shall be refunded to the tutor in full.
For long term tuition, in the event the scheduled tuition is cancelled by the employer within 3 months of the commencement of first tuition, Hero Education Sdn Bhd shall refund to the tutor part of the commissions paid, equivalent to 1 week of the tuition fee or 30% of total commission collected from tutor, whichever is lower.
In the event the scheduled tuition is cancelled by the employer within 30 days of the commencement of the first tuition, Tuition Hero shall retain 15% of the total tuition fee collected by the tutor at the date of termination as service charges and refund the balance collected to the tutor. Notwithstanding the above, Hero Education Sdn Bhd may make a full refund of commission solely on a goodwill basis and at Hero Education Sdn Bhd’s absolute discretion.
This refund policy SHALL NOT APPLY to tutor who:-
a. is terminated due to attempts to vary the tuition rate, tuition time, duration of the tuition, period of the contract and other terms that has been agreed upon, notwithstanding the fact that the tutor and the parents has not executed the agreement;
b. is terminated due to the tutor’s failure to present himself/herself for the scheduled tuition class or appointment. Hero Education will not consider any tutor's reason;
c. refuses or neglected or failed to finalise the terms of tuition services after Hero Education released the contact details of the Employer to the Tutor;
d. refuses or neglected or failed to perform his obligations under the Service Agreement after the agreement to or execution of the same;
e. is terminated due to the breach of the Service Agreement; or
f. is terminated due to his failure to conduct the tuition services in accordance to the Best Practice To Be Observed By Parties listed below and in the Service Agreement between the employer and the tutor.
g. provide Hero Education or our client inaccurate information, include but not limited to: personal information, qualification and experience.
h. Transferring the tuition to 3rd party without the consent of Hero Education or allowing 3rd party representative to contact client on behalf of the tutor without consent of Hero Education.
In the event the tutor is terminated due to one or more of the reasons stated above, Tuition Hero shall be entitled to retain the full commission paid and accordingly, the tutor shall not be entitled to any refunds under this refund policy.
Best Practice to be observed by parties
1. The Tutor ought to be consistent in providing the Private Tuition Services and shall make their best endeavors to provide the services as scheduled.
2. The Tutor shall make their best endeavors to be on time and to conduct and complete the services as per the timeframe agreed.
3. The Tutor and the Employer shall, from time to time, communicate with each other on issues related to:-
a. Payment;
b. scope of tuition including and not limited to chapters covered;
c. goal of student etc before class starting;
d. to ensure both parties can meet each other expectation; and
e. any relevant issues related thereto.
4. The tutor shall, at least but not limited to once per month, notify and report to the Employer regarding the student’s performance, tutors feedback, chapters covered, progress of the student and other ancillary matters.
5. The Tutor shall, record his attendance each and every time he attends the scheduled tuition and shall provide a written feedback on the student each and every month. The said attendance and feedback shall be recorded in a booklet provided by Hero Education.
6. The Tutor shall, do preparation before class has started. Prepare teaching material, like photocopy of past year questions, exercise books, own notes and etc. Do not attend first class with empty hands.