Our Policies
Transparency and trust are at the heart of everything we do. Here you'll find our key policies covering payments, privacy, safeguarding, and tutor engagement.
Booking, Payments & Cancellations
Deferred Payment
When you book a session through CloudClasses, your payment card is saved securely via Stripe but you are not charged at the time of booking. Your card will only be charged 48 hours after the tutor marks the session as completed. This gives you time to raise any concerns before payment is taken.
Multi-Session Bookings
You may book multiple sessions with the same tutor in a single checkout. Your card is saved once but each session is charged separately after completion. The 48-hour resolution window applies to each session individually.
Resolution Window
After a session is marked as completed by the tutor, a 48-hour resolution window begins. During this window you may contact CloudClasses support to raise any issues. If a valid concern is raised, we may cancel or adjust the payment. Once the window closes, the charge is processed automatically.
Cancellation Policy
Tutors may cancel at any time at no cost to the parent. Parents or students may cancel 24 hours or more before a session free of charge. Cancellations less than 24 hours before the session incur the full session fee as a late cancellation charge to compensate the tutor for reserved time.
Payment Failures
If the deferred charge fails, CloudClasses will retry up to 3 times. If all attempts fail, you will be notified by email and asked to update your payment method. Outstanding balances remain payable.
Refunds
Refunds are handled on a case-by-case basis. If you believe you have been charged in error, please contact support within 7 days of the charge.
Tutor Payouts
Tutors receive their share of the session fee after a successful charge, minus the platform fee. Payouts are processed on the tutor's chosen schedule (weekly or monthly). CloudClasses retains a platform fee (currently 20%) from each session.
Privacy
Our Commitment
CloudClasses is committed to protecting the privacy and personal data of all users in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We process personal data lawfully, fairly, and transparently.
What We Collect
We collect names, email addresses, and role information for account creation. Payment information is handled securely by Stripe — CloudClasses never stores full card numbers. Session data (notes, files, video call metadata) is stored to provide the tutoring service. For tutors, we also collect DBS certificate details and profile information including qualifications and subjects taught.
Lawful Basis for Processing
We process your personal data under the following lawful bases: (a) Performance of a contract — to provide the tutoring platform, process bookings, and facilitate payments; (b) Legitimate interests — to maintain platform safety, improve our services, and prevent fraud; (c) Legal obligation — to comply with safeguarding requirements, tax reporting, and UK data protection law; (d) Consent — where you have opted in to receive marketing communications. You may withdraw consent at any time by contacting us.
Data Storage & Security
All connections to CloudClasses are encrypted via TLS 1.3. User data is stored in a PostgreSQL database hosted in the EU (eu-west-2) with encryption at rest. Uploaded files are stored on Cloudflare R2 in the UK/EU region with server-side encryption. Access to production systems is restricted to essential services and authorised personnel. We apply HTTP security headers including Content Security Policy, HSTS, and clickjacking protection.
International Data Transfers
Some of our third-party processors may transfer data outside the UK/EEA. Where this occurs, we ensure adequate safeguards are in place, including Standard Contractual Clauses (SCCs) or equivalent protections under UK GDPR. Vercel (application hosting) and Ably (real-time messaging) may process data in the US under such safeguards. Stripe, Cloudflare R2, Neon, Resend, 8x8/JaaS, and Upstash maintain UK/EU processing arrangements.
Your Rights
Under UK GDPR you have the right to access, rectify, erase, and port your personal data. You may also object to or restrict processing. To exercise any of these rights, contact us at hello@cloudclasses.co.uk. We aim to respond within 30 days. You will not be charged a fee to exercise your rights unless a request is clearly unfounded or excessive.
Right to Complain
If you are not satisfied with how we handle your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk. We would appreciate the opportunity to address your concerns directly first — please contact us at hello@cloudclasses.co.uk.
Children's Data & Parental Consent
CloudClasses is designed to be accessed by children, including those under 13. Student accounts can only be created by a parent or legal guardian, who must confirm their consent to this Privacy Policy and our Safeguarding Policy before an invitation is sent. The parent or guardian is the contracting party and data controller for the purpose of their child's use of the platform. We process children's personal data (name, email, session records, and uploaded resources) on the basis of the contract with the parent and legitimate interests in providing the educational service. We apply high-privacy defaults, collect only the minimum data needed, and do not use children's data for marketing, profiling, or any purpose beyond delivering the tutoring service. Parents may request access to, correction of, or deletion of their child's data at any time by contacting us at hello@cloudclasses.co.uk. This policy is designed in accordance with the ICO Age Appropriate Design Code (Children's Code).
Data Retention
Account data is retained for the duration of the account's active life plus 12 months. Session records and tutor notes are retained for 24 months after the last session for continuity purposes. DBS certificate details are retained for the duration of the tutor's active account. Data is securely deleted upon request or after the retention period.
Cookies & Local Storage
CloudClasses uses a session cookie for authentication (set by NextAuth). We also use browser localStorage and sessionStorage to remember your preferences such as dismissed banners, tooltip settings, and guided tour progress. We do not use third-party tracking cookies or advertising pixels. Stripe may set its own cookies during the checkout process — see Stripe's privacy policy for details.
Third-Party Data Processors
We share data with the following processors to deliver the service: Stripe (payment processing and tutor payouts), Cloudflare R2 (file storage), Vercel (application hosting), Neon (database hosting), Ably (real-time messaging), Resend (transactional email), 8x8/JaaS (video calls), and Upstash (rate limiting). Each processor is contractually bound to handle data securely and in compliance with UK GDPR. We do not sell personal data to any third party.
Safeguarding
Our Approach
The safety and wellbeing of every young person on our platform is our highest priority. CloudClasses operates in line with UK safeguarding best practice, including the Children Act 1989 and 2004, Working Together to Safeguard Children, and the Keeping Children Safe in Education guidance. This policy should be read alongside our Terms & Conditions.
DBS Checks & Ongoing Disclosure
All tutors on CloudClasses are required to hold an enhanced DBS (Disclosure and Barring Service) check before they can take sessions. DBS status is verified by our admin team during the onboarding process and is visible on tutor profiles. Tutors must disclose any criminal convictions or cautions received at any time after registration, including any changes to their DBS status, for as long as they remain on the platform.
Tutor Responsibilities
Tutors must maintain a professional and safe environment during all sessions. This includes ensuring no inappropriate images or materials are visible on screen, using appropriate and non-discriminatory language at all times, confining all communication with students to the CloudClasses platform, and treating all students fairly regardless of age, gender, ethnicity, disability, religion, or sexual orientation. Tutors must not engage in any communication with students outside the platform unless through a parent or guardian. Any breach of these responsibilities may result in immediate suspension.
Parent & Guardian Responsibilities
Parents and guardians are responsible for their child's welfare during sessions. For students under 18, a parent or guardian should be present or available throughout the session so that any concerns can be reported immediately. Parents are responsible for ensuring the physical environment is safe and appropriate, and for monitoring that all communication between the tutor and student remains professional and appropriate.
Student Responsibilities
Students must treat tutors with respect and not use abusive or inappropriate language. Students must not post offensive or illegal material on the platform, and must report any inappropriate behaviour or communication from a tutor to a parent or guardian and to CloudClasses immediately.
Parental Oversight
Parent accounts are the gateway to the platform for students. Parents invite their children to join, approve session bookings, and receive notes after every session. Students cannot book sessions independently — all bookings require parental approval.
Children's Data Protection
When inviting a child to join CloudClasses, parents and guardians are required to confirm that they have read and accepted our Safeguarding Policy and Privacy Policy, including how their child's personal data will be collected, used, and protected. This consent is recorded and timestamped. We do not ask for or store children's dates of birth. Only the minimum data required to deliver the tutoring service is collected (name, email, session records, and shared resources). Children's data is never used for marketing, behavioural profiling, or any purpose unrelated to the educational service. We comply with the ICO Age Appropriate Design Code and apply high-privacy defaults to all student accounts.
Session Environment
All sessions take place via our secure video platform. Sessions are not recorded by default. Tutors are required to maintain professional boundaries and to follow our code of conduct at all times.
Reporting Concerns
If you have any safeguarding concerns about a session, a tutor, or a student's welfare, please contact our designated safeguarding lead, Melissa Mercer, immediately at safeguarding@cloudclasses.co.uk. All concerns are taken seriously and will be investigated promptly. Where appropriate, we will liaise with local safeguarding authorities or law enforcement.
Reported Breaches
Any tutor or student reported for a breach of this safeguarding policy will be immediately suspended from the platform while the matter is investigated. CloudClasses reserves the right to permanently remove any user found to have breached this policy. Any reported illegal activity will be referred to the police and other relevant authorities.
Qualified Teachers
Tutors with Qualified Teacher Status (QTS) are identified on their profiles. While QTS is not a requirement to tutor on our platform, we actively recruit qualified teachers and highlight their credentials to help parents make informed choices.
Tutor Engagement & Employment
Freelance Basis
Tutors on CloudClasses operate as self-employed freelance contractors, not employees. Tutors are responsible for their own tax affairs, including registering with HMRC for Self Assessment and declaring tutoring income. CloudClasses may share tutor earnings data with HMRC as required by law.
Setting Your Own Terms
Tutors set their own availability, working hours, and pricing. There is no minimum hours requirement and tutors may accept or decline any booking.
Platform Fee
CloudClasses retains 20% of each session fee as a platform fee. This covers payment processing, platform maintenance, safeguarding infrastructure, and support. Tutors receive 80% of the session price.
UK VAT
Education and vocational training supplied by an eligible body or a sole trader providing tuition in a subject ordinarily taught in schools or universities is exempt from UK VAT. Most individual tutors will fall below the VAT registration threshold (currently £90,000). Tutors should seek independent tax advice regarding their specific circumstances.
Onboarding & Standards
All tutors complete an onboarding process that includes profile verification, DBS check submission, and agreement to our code of conduct. CloudClasses reserves the right to suspend or remove tutors who do not meet our standards.
Recruitment of Ex-Offenders
In accordance with the DBS Code of Practice (issued under section 122(2) of the Police Act 1997) and our obligations under UK GDPR, CloudClasses maintains a written policy on the recruitment of ex-offenders. A copy is available on request by emailing safeguarding@cloudclasses.co.uk.
Earnings & Statements
Tutors can view their earnings and download monthly statements through the platform. Payout schedules can be set to weekly (every Friday) or monthly (last Friday of the month) via Stripe Connect.
Last updated: March 2026. CloudClasses reserves the right to update these policies at any time. Material changes will be communicated via email to registered users.
Questions? Contact us at hello@cloudclasses.co.uk