How can we help? 🤔

Booking a session is easy! Follow these steps:

• Search for a tutor using filters (subject, level, price, availability)
• Click on their profile to view their bio, reviews, and availability
• Select your preferred date and time from their calendar
• Choose session duration (1, 1.5, or 2 hours)
• Confirm your booking and payment details
• You'll receive a booking confirmation with the Zoom link (for online sessions)

The tutor has 24 hours to accept or propose an alternative time.

Cancel/Reschedule Policy:

• More than 24 hours before: Free cancellation with full refund
• Less than 24 hours before: Non-refundable charge applies
• To reschedule: You can propose a new date/time. The tutor must accept before it's confirmed.

To cancel or reschedule, go to My Bookings → [Session] → Reschedule or Cancel

The Zoom link is provided in:

• Your booking confirmation email
• Session details in My Bookings (click "Join Zoom")
• 1 hour before the session, a reminder email will be sent

Make sure you have Zoom installed or use the browser version. Test your audio/camera 5 minutes early!

If your tutor doesn't join within 15 minutes of the session start time:

• You'll receive a notification and can chat with support
• You're entitled to a full refund
• You can report the no-show to Brilia's support team

Contact us: Email support@brilia.sg or use the live chat

Use the search filters to narrow down:

• Subject & Level: Select your subject (Math, Science, etc.) and level (PSLE, O-Level, A-Level, etc.)
• Price: Filter by your budget
• Mode: Online, in-person, or flexible
• Availability: See who's available when you need them
• Reviews: Read feedback from other learners (sort by rating)

We recommend booking a trial session (1 hour) first to see if you click with the tutor!

Secure Escrow System: Your payment is protected throughout the process.

• At booking: Your card is charged, but funds are held in secure escrow (not released to tutor yet)
• After session: Funds are released 24 hours after the session ends
• If dispute: You have 24 hours to report an issue before funds are released
• Refunds: Full refund if cancelled 24+ hours before. No refund within 24 hours.

Brilia accepts:

• 💳 Visa & Mastercard
• 💳 American Express
• 🇸🇬 PayNow (Singapore)
• 🍎 Apple Pay & Google Pay
• 🚗 GrabPay

All payments are encrypted and secure. Your card details are never stored on our servers.

Brilia charges a 15% platform fee to:

• 🔒 Provide secure escrow and payment processing
• ✅ Verify educator credentials
• 💬 Support 24/7 customer service
• 📱 Maintain the platform & app
• 🛡️ Handle disputes & protect both parties

Example: If a 1-hour session costs SGD 80, the tutor keeps SGD 68 after fees.

Refund eligibility:

• ✅ Cancelled 24+ hours before session: Full refund
• ❌ Cancelled within 24 hours: Non-refundable
• ✅ Educator no-showed: Full refund (automatic)
• ✅ Technical issues: Full refund (request support)

To request a refund, go to My Bookings → [Session] → Report Issue → Request Refund

Refunds are processed to your original payment method:

• ⏳ 3-5 business days for card refunds
• ⏳ 1-2 business days for PayNow refunds
• ⏳ Instant for GrabPay/digital wallets

You'll receive an email confirmation when your refund is processed.

Verification builds trust and unlocks opportunities:

• 🔒 Learners see a "Verified" badge on your profile
• 📈 Verified educators receive 3× more bookings
• 💰 Payments & payouts are only enabled after verification
• ⭐ Eligible for "Top Educator" programme & incentives

Brilia's trust team manually reviews all educator credentials.

Required:

• 📄 Bachelor's degree certificate (or highest qualification)
• 🪪 NRIC (front & back) or Passport (photo page)

Recommended (improves visibility):

• 📜 Teaching certification (NIE PGDE, MOE registration)
• 🏆 Professional awards or recognition
• 📋 Transcripts or additional qualifications

Typical timeline:

• ⏳ 2-3 business days: Standard processing
• ⏳ 5 business days: During peak periods (start of school terms)
• 📧 You'll receive an email update at each stage

If documents are rejected, you can re-upload corrected versions within 24 hours.

You'll receive an email explaining the reason. Common issues:

• 📷 Blurry or incomplete scans → Use good lighting, scan both sides clearly
• 📝 Expired certificate → Submit current/valid documents
• 👤 Name mismatch → Ensure names match your Brilia profile exactly
• 📄 Unofficial copy → Use official certified documents from institutions

Contact verify@brilia.sg if you need clarification.

No — your profile won't appear in search results until verification is complete.

However: If you share your direct profile link (to friends, family, or existing students), they can view it with a "Pending Verification" label. But bookings and payments are only enabled after full verification.

If you've forgotten your password:

• 1. Go to the login page and click "Forgot password?"
• 2. Enter your email address
• 3. Check your email for a password reset link (valid for 24 hours)
• 4. Click the link and create a new password
• 5. Sign in with your new password

⚠️ Didn't receive the email? Check your spam folder or contact support.

Yes, strongly recommended! 2FA adds an extra security layer:

• 🔐 Only you can sign in (even if someone knows your password)
• 📱 Use your phone's authenticator app (Google Authenticator, Authy, etc.)
• 💾 Save backup codes in a safe place

Enable it in Settings → Security → Two-Factor Authentication

⚠️ This is permanent! Deleting your account will:

• 🗑️ Remove your profile (educators) or booking history (learners)
• 💾 Delete all messages and reviews
• 🚫 Cancel all pending/future sessions
• ↩️ Cannot be undone — no recovery option

To delete: Settings → Data & Privacy → Delete Account Permanently

Deactivation hides your profile for 30 days. You can reactivate anytime:

• Go to Settings → Data & Privacy → Deactivate Account
• Your profile disappears from search
• Existing students can still message you
• Reactivate by logging in within 30 days
• After 30 days without reactivation, your account is deleted

Brilia takes data privacy seriously:

• 🔒 All data encrypted (AES-256) both at rest and in transit
• 🛡️ Compliant with Singapore's PDPA (Personal Data Protection Act)
• 🔐 Payment info never stored on our servers (processed by Stripe)
• 🪪 Uploaded documents deleted 30 days after verification
• 🚫 Your data is never sold to third parties

Read our Privacy Policy for details.