Live English Conversational Tutoring FAQ
Q: What will I talk about with my tutor?
A: Whatever you want! Just tell your tutor which skills or specific learning needs you want to focus on. Your tutor can also use your Livemocha lessons as a starting point if you have already completed some lessons.
Q: What if the tutor doesn't speak my native language?
A: All of the available tutors are native English-speaking certified teachers with specialized training working with English Language Learners. Even if they don't speak your native language, they are equipped with the skills to begin basic communication with you.
Q: How much English do I need to know to participate in a tutoring session?
A: The tutoring sessions are helpful for learners at every skill level. You should be able to understand some English, but advanced skills are not required.
Q: How long do I have to use up all of my sessions?
A: You must schedule and complete all of your purchased sessions within a 30-day time period from the date of purchase.
Q: How do I pay for my tutoring session package?
A: You can pay using any of the following methods: PayPal, an online payment service used throughout the world, an international credit card (Visa, Mastercard, American Express and Discover), and Alipay, an online payment services provider used primarily in China.
Q: How do I sign up for a Paypal account?
A: You can create a Paypal account during the payment process or by registering at www.paypal.com. You do not need a Paypal account to pay with one of the accepted credit cards.
Q: Can I cancel my package? Will my money be refunded?
A: If you are not satisfied with your experience, Livemocha will refund any unused tutoring sessions. This is only applicable within the 30-day time period following the date of purchase.
Q: What happens if I miss a session? Can I get a credit to schedule another one?
A: If you know you're going to miss a previously scheduled session, you must reschedule that session on your My Sessions page anytime AT LEAST 12 hours BEFORE your session is scheduled to begin. If you miss a scheduled session or reschedule a session less than 12 hours before it was scheduled, you will not receive a refund or a credit to reschedule.
Q: What happens if I am present for my session but I cannot connect with my teacher because of technical issues?
A: Make sure that you can meet all of the technical requirements before you purchase a package. If you cannot successfully connect with your tutor, click on the "help" link at the bottom of your My Sessions page and explain the problem. Livemocha will investigate the problem and will respond within 48 hours. If we determine that the connection problems are our fault, we will give you a credit for another session. If we determine that Livemocha was not the cause of the problem, you will not receive a refund or free credit.
Q: What happens if my teacher doesn't show up for our tutoring session?
A: If your teacher does not contact you at the scheduled time, click on the "help" link on your My Sessions page and let us know. You will receive a credit to reschedule your tutoring session within 48 hours.
Q: I wasn't satisfied with my tutoring session. Can I cancel and get a refund?
A: Of course! If you were not satisfied with your tutoring experience, Livemocha will refund you for all of your unused tutoring sessions. You will not be refunded for any sessions that have already been completed.
Q: I scheduled a session with one tutor, but a substitute showed up instead. What should I do?
A: If your tutor is unable to attend a scheduled tutoring session, they will suggest another qualified, native English-speaking teacher to conduct your session. If your original tutor makes this substitution more than 12 hours before the scheduled start time, he or she will send you an email informing you of the change. You can either keep your scheduled session with the substitute or return to the My Sessions page to reschedule your session with your preferred tutor. If this change occurs within 12 hours of your tutoring session, you will not be informed in advance that you will have a substitute. If you are not comfortable working with the substitute, we can issue you a credit to reschedule that tutoring session with another tutor that you select.
Q: How do I schedule sessions with a tutor if they are in a different time zone?
A: The times listed on the schedule selections are tailored to your time zone, so you can schedule a session according to your preferences.
Q: How will I keep track of my scheduled tutoring sessions?
A: Once you purchase a package, you will be directed to your "My Sessions" page, which will serve as your hub for all of your tutoring sessions. You can schedule sessions from this page and view the dates and times of your upcoming sessions.
Technical Requirements and FAQs
Q: What are the technical requirements for Live English Conversation Tutoring?
A: Live Conversational English Tutoring sessions can either be conducted as direct phone call or as live, web-based video chat sessions on Skype, a free Internet download. To download Skype and create a Skype account, you must have high-speed Internet access (a broadband connection is best), a working microphone, and speakers. We also highly recommend a working web cam, though it is not necessary.
Q: I don't have Skype. What should I do?
A: If you do not have Skype, you can download Skype and create a Skype username or purchase a package that allows the teacher to call your phone directly.