Have Questions? Find Answers.
Check our FAQs for quick answers about booking, payments and how we work. If you’d prefer to speak with us directly, reach out to us on 0485 883 221 or email [email protected]
How does Pocketnote work?
We know how busy families are, so our goal is to keep the process simple. We just need some details about your student, your preferred session times and whether you need online or in-person sessions. Leave the rest to us, we'll start working on it straight away. Once we've found your tutor, you'll receive a link to review their profile prior to confirming your session.
How long will it take to match me with a tutor?
We aim to have a tutor assigned to you within 3 business days. If we expect it to take any longer, you'll be updated straight away.
For families with more specific needs, we'll be able to provide you with an estimated timeframe during your initial call.
How long should a session be?
This varies between students and is dependent on the level of support required, the student's year level and your learning goals.
As a general guideline, we recommend 1 hour for primary school students, 1.5hrs for years 7-9, 1.5-2hrs for year 10 and 2hrs for year 11-12 students. We will discuss this with you during your initial call, so you can choose what's best for your child.
When will I start seeing results?
As a general guideline, students start showing progress within 4-8 weeks, with consistent, focused sessions. The first few weeks are a great opportunity to evaluate how your student is connecting with their tutor, and should show reduced levels of stress or frustration around homework.
For noticeable jumps in grades, allow 3-6 months, depending on the severity of gaps and the complexity of topics.
If you're not sure about how your student is progressing, we encourage you to chat to your assigned tutor about it or contact our support team for assistance.
Where do sessions take place?
Your tutor comes to you! In-person sessions take place in the comfort and ease of your own home.
Online sessions are conducted via video meet, generally using either Zoom, Google Meet or Microsoft Teams. Your tutor will advise which platform and provide all meeting links.
Is online tutoring still effective?
Absolutely. Online tutoring is just as effective as in-person and improves accessibility to 1:1 private tutoring, particularly for families with tight schedules or in regional areas. Many students prefer to learn online in the comfort of their own environment. It really comes down to your student's personality and learning style.
How does payment work?
Once we've found your tutor match and confirmed a start date, you'll receive a secure link from Stripe, our trusted payment partner, so you can complete your payment details.
If you've booked a casual session, payment will process within 24-hours following the completed session. For weekly plans, payment will process automatically on the same day each week.
How does the weekly plan work?
The weekly plan is our most common choice for parents, as it provides a hassle-free service with consistent learning support for your child.
Your session will take place at the same time every week, with the same tutor, with payment processed automatically via Stripe.
A weekly plan provides you with peace of mind that you have secured your preferred time and assigned tutor each week.
Do payments process during school holidays?
Weekly plans will automatically pause during school holidays and you will not be charged, unless you have requested to continue sessions as normal. We will confirm this with you prior to the holiday period.
Is there a minimum commitment for weekly plans?
For weekly or fortnightly plans, we have a minimum commitment of 5 sessions before you are able to pause or cancel your plan. This isn't about locking you in, it exists for the student's benefit more than anything. Like any kind of coaching, tutoring takes a few sessions to gain momentum and see progress. We find that around 5-6 sessions is where families start seeing the difference.
Beyond this period, you can pause or cancel your plan with 14 days notice. For more information, see our Terms of Service.
Can I pause or cancel my weekly plan?
Yes, once you have completed the minimum 5 session commitment, you can pause or cancel your plan with 14 days written notice, in-line with our Terms of Service.
Please note that during school holidays, weekly plans will automatically pause, unless you have advised that you wish to continue sessions during the holidays.
If you have questions regarding pausing or cancelling your weekly plan, contact us on 0485 883 221 or email [email protected]
Do you store my credit card details?
No, we do not store your payment information within our platform. Your payment information is stored securely by Stripe, our trusted provider which adheres to strict global security standards. To read more about how Stripe handles privacy and data, visit the Stripe Privacy Centre.
How do you verify tutors?
All of our tutors are screened to ensure they hold a valid Blue Card or WWCC for their location, as well as verification of academic performance and additional qualifications. All tutors are required to have completed high school in their relevant state, or be experienced with the curriculum through other means (e.g. teacher aide, qualified teacher).
If you have a preferred qualification level you are seeking in a tutor, we can help you find the best match accordingly.
What if I'm not happy with my tutor?
We strive to ensure the perfect tutor match for your child, but we also understand that sometimes circumstances change or it doesn't quite click the way you hoped. If you have concerns regarding your assigned tutor, please contact us on 0485 883 221 or [email protected] so we can assist.
Can I pay a tutor directly or give them cash?
No, this is a breach of our Terms of Service and Tutor Agreement. If it is suspected that payment has been processed outside of Pocketnote, we reserve the right to terminate both parties immediately without warning. If you have any questions or concerns regarding payment, please contact our support team.
