Thank you for choosing to learn Korean through DOTORE. We prioritize customer satisfaction above all else and are dedicated to delivering a premier learning experience. Please review the Student Operation Policy below.
1. Protection Policy: The Learner Protection and Retention Policy proposes measures to enhance student satisfaction and prevent attrition.
1) Imposition of Penalties for Tutor No-Shows
- Policy Proposal: In the event of tutor “No-show” (e.g., lateness exceeding 5 minutes or unverified connection), the determination of a refund for the student depends on the penalty application, while the tutor incurs one warning.
- Accountability Measures: Accumulation of 3 warnings results in a one-month account suspension; 5 instances lead to permanent expulsion from the platform, thereby reinforcing tutor accountability.
- Innovative Elements: Implementation of an automated attendance verification system (e.g., Zoon integration, connection log analysis) and No-Show Prevention Campaigns (e.g., tutor training sessions).
2) Platform Arbitration in Disputes with Tutors
Disputes between students and tutors (e.g., dissatisfaction with lecture content, communication issues) can impact platform credibility. We operate the DOTORE Dispute Resolution Procedure, underscoring the significance of our arbitration system.
- Policy Proposal: Upon the occurrence of a dispute, the platform mediates following an initial review. Fairness is evaluated through the analysis of chat logs and recording files.
- Student Protection Mechanism: An initial response is provided within 48 hours of a dispute report, with a final conclusion delivered within 7 days.
2. Learner Retention Policy
Recognizing that student retention rates are integral to platform growth, we propose additional strategies based on our protection policy.
1) VOD Quality-Based Recommendation System: We prioritize the recommendation of high quality VODs and suggest tailored content (e.g., for beginners, pronunciation practice) to drive repurchase rates.
2) No-Show Compensation Credits: To mitigate inconvenience caused by no-show, we provide course tickets and coupons, along with discounts on subsequent lessons, to facilitate continued learning.
3) Satisfaction Guarantee Post-Dispute Resolution: We conducts student satisfaction surveys following dispute resolution; positive feedback is rewarded with additional discount coupons.
4) Graduated Penalty Structure: The implementation of granular penalty stages (Warning, Suspension, Expulsion) enhances reliability by reinforcing tutor accountability.
5) 100% Class Satisfaction System: This system is designed to resolve issues swiftly and impartially when a student is dissatisfied, thereby elevating the learning experience and fostering an environment of mutual satisfaction for both students and tutors. The objective is to continuously improve platform quality and increase retention rates.
3. Definition of Dissatisfaction
1) Tutor’s Pedagogy: Instances where the teaching method does not align with the student’s learning style or explanations are insufficient.
2) Curriculum Content: Instances where the content diverges from what was advertised or fails to meet expectations.
3) Technical Issues: Instances where learning is impeded by poor audio quality, unstable connections, etc.
A. Timeframe: Students must contact the Operations Team within 48 hours following the conclusion of the initial class.
B. Method:
- Leave reviews in the “Class Feedback” section provided on the platform.
- Submit a report via the 1:1 Customer Center.
C. Prevention of Policy Abuse:
- Students are limited to utilizing this policy a maximum of 2 times per semester (or 3 months).
- Should this limit be exceeded, the Operations Team will conduct a preliminary review to determine appropriate course of action.
4. Lesson Contract
Upon confirmation of the teacher service, schedule, and pricing by both the student
and the teacher, the parties are deemed to have entered into a binding contract.
Accordingly, the student agrees to purchase, and the teacher agrees to provide, the
specified services. You agree not to enter into any contractual terms that conflict with
the DOTORE Terms of Service or other DOTORE policies.
Students and teachers pledge and agree to act in good faith and engage in fair
dealing in the fulfillment of the lesson contract.
Furthermore, students and teachers acknowledge and agree that the value, reputation,
and goodwill of the DOTORE platform rely on the adherence to the aforementioned
pledges and contracts.
Consequently, students and teachers agree that DOTORE reserves the right, at its sole
discretion, to take measures including but not limited to suspension, termination, or legal
action regarding lesson contracts, should it be deemed necessary to protect the value,
reputation, and goodwill of the DOTORE platform.
5. Financial Conditions for Learners
1) Third-Party Payment Processor Fees
When purchasing a lesson, the third-party provider facilitating the payment method
may impose additional fees. DOTORE exercises no control over these fees and assumes
no liability regarding them. As additional terms may apply depending on the chosen
payment method, please review the relevant terms prior to utilization.
2) Cancelled Lesson Requests
If a student cancels a lesson request, a teacher declines it, or the request expires (due
to non-confirmation by the teacher within the allotted period), a refund will be
processed in accordance with the ‘Refund Eligibility Conditions’ stipulated in the Refund
Policy.
3) Feedback and Evaluation
As a student, upon confirming the successful completion of a lesson, please provide
feedback and a rating for the tutor. Submission of feedback or rating is optional.
However, if you choose to provide feedback, you agree that it must be truthful and
honest. You further agree to refrain from fraud, spam, insults, harassment, threats, or any
misuse of the feedback system. You agree to report any violations of abuse of our rating
and feedback system to customer service and agree to abstain from any action that
undermines the integrity of the feedback system.
6. Prohibitions
Learners are strictly prohibited from engaging in the following activities in relation to
the use of the service or lesson participation:
1) Disseminating or posting false or incorrect information.
2) Forging, deleting, or attempting to tamper with information usable for the
service.
3) Infringing or attempting to infringe upon the intellectual property rights
(copyrights, trademarks, etc.) of other students, tutors, third parties, or the
Company.
4) Engaging in discrimination or psychological abuse against other students, tutors,
third parties, or the Company, or defaming their reputation or credit.
5) Infringing upon the legacy, privacy, portrait rights, or publicity of other student,
tutors, third parties, or the Company.
6) Sending unsolicited advertising or offensive emails to other student, tutors, third
parties, or the Company without prior consent, obstructing email reception, or
soliciting email from third parties.
7) Engaging in acts connected to criminal activities such as fraud.
8) Soliciting participation in religious group, political organizations, pyramid
schemes, etc.
9) Transmitting or posting speech, actions, images, or documents, constituting
obscenity or child abuse.
10) Engaging in electioneering or similar acts, or acts violating the Public Official
Election Act.
11) Using, Providing, or recommending harmful programs such as computer viruses
to third parties.
12) Using the service by impersonating another student, tutor, or third party.
13) Attempting unauthorized access to other computer systems or networks
connected to the service.
14) Engaging in acts violating laws, social norms, or public order (including but not limited to prostitution, violence, cruelty, etc.) or causing disadvantage to other students, tutors, third parties or the Company.
15) Introducing or mediating services that compete or may compete with the Service to other students, tutors, or third parties.
16) Utilization of multiple accounts by a single user.
17) Exercising violence beyond legal responsibility or making unjust demands.
18) Using threatening language or violence regarding transactions.
19) Spreading false information, using fraudulent means, or forcibly damaging the credit of a third party.
20) Wearing inappropriate attire that involves excessive exposure (e.g., undergarments, swimwear), thereby causing anxiety or discomfort to other lesson participants, including the tutor.
21) Engaging in inappropriate conduct such as abusing, harming, or infringing upon the dignity of others, including tutors and students.
22) Recording (video or audio) lessons without the express consent of the Company or the tutor.
23) Arbitrarily misappropriating other tutors’ lesson content to provide similar services within or outside DOTORE.
24) Encouraging or facilitating acts specified in the preceding paragraphs
.
25) Any other acts deemed inappropriate by the Company.
Learners must not utilize information obtained through the Company’s service for
purposes other than participating in lessons contracted through the Company. Learners
are prohibited from applying for lessons directly with a tutor effectively bypassing the
Company’s service.
A tutor’s relatives, partners, or cohabitants are considered “close relationships” and
must receive DOTORE’s approval prior to registering as a student to take lessons. If it is
discovered that a tutor provided lessons to a student with a close relationship without
DOTORE’s approval, such lessons (including feedback) will be rendered void. Tutors agree
that DOTORE retains full discretion in determining whether a specific student constitutes
a “close relationship”.
7. Learner Code of Conduct
You agree to refrain from the following acts, and you shall not assist, encourage, or
permit others to utilize the DOTORE platform to engage in following:
1) Spamming: Do not dispatch identical messages to multiple members or repeatedly post or share the same message on the DOTORE platform.
2) Commercial Advertising: Do not contact other members for commercial purposes. Do not promote businesses, commercial ventures, or events, or utilize the DOTORE platform for commercial objectives, except where explicitly permitted by DOTORE or stated in the Terms.
3) Solicitation of Romantic Relationships: Do not contact members for dating; this is harassment.
4) Harassment, Intimidation, or Stalking: Do not contact other DOTORE members for the purpose of dating or seeking sexual partners. This constitutes inappropriate conduct and may be classified as harassment.
5) Impersonation: Do not deceive others regarding your identity, such as impersonating individuals, mimicking avatars, intentionally utilizing usernames similar to others, or otherwise feigning to be another member. Do not fabricate information for specific groups.
6) Sharing Private Information: Do not publish personal information of others — such as phone numbers, email addresses, physical addresses, financial information, passwords, or other personally identifiable information — on the DOTORE platform.
7) Threats of Violence: Do not threaten violence against others, or organize, promote, or incite actual violence or terrorist acts utilizing the DOTORE platform.
8) Hate Speech: Do not post content, send messages, or engage in actions that attack others based on physical appearance, ability, race, ethnicity, nationality, religion, gender, sexual orientation, disability, or medical condition.
9) Prohibition of Inappropriate content: Do not post pornography, sexually
explicit content, or content depicting nudity.
10) Infringement of Third-party Rights: Do not post content that infringes upon third-party rights, including violations of confidentiality, copyrights, trademarks, patents, trade secrets, privacy right, publicity rights, or other proprietary rights.
11) Prohibition on Encouraging Self-Harm: Do not post content that promotes or encourages self-harm, such as self-mutilation, eating disorders, substance abuse, or suicde.
12) Defamation: Do not post content that harms or is likely to harm the reputation of DOTORE or its brand (including employees, agents, and officers).
13) Political or Religious Discussions: Do not initiate or participate in discussions or post imagery related to political or religious events or groups. Politics and religion are sensitive topics often leading to polarization; it is our stance to exclude such discourse from a language learning environment.
14) Violation of Applicable Laws.