FAQ


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FAQ



Getting Started

+ Q: How do I become a Student?

A: To become an eikaiwaNOW Student, you can create a FREE Account on the eikaiwaNOW App. Go to the App Login screen and register via Email, Facebook or Google+.

eikaiwaNOW Account requirements:

  • Email Address
  • 18 Years or older

+ Q: How do I become a Teacher?

A: To become an eikaiwaNOW Teacher, you will need to first create an eikaiwaNOW account on the App. Go to the App Login screen and register via Email, Facebook or Google+.

eikaiwaNOW Account requirements:

  • Email Address
  • 18 Years or older

Once you've created an eikaiwaNOW account, access the Main Menu screen > tap Account > tap Become a Teacher.

eikaiwaNOW Teacher requirements (Additional):

  • Registered PayPal Account

General

+ Q: What is eikaiwaNOW?

A: eikaiwaNOW is a GPS-based smartphone application that connects English Conversation Students and Teachers. This smartphone App features real-time Teacher location mapping, search, user ratings and direct messaging for instant Lesson requests and Lesson reservations.

+ Q: What is the Total Lesson Fee?

A: The Total Lesson Fee is calculated based on the Teacher's Hourly Rate, the duration of the Lesson and number of Students.

( + ) Lesson Fee :

Teacher's Hourly Rate X Lesson Duration

Additional Student Fee X Lesson Duration X Number of Students

( = ) Total Lesson Fee*

*Total Lesson Fee is paid at the time of Lesson Confirmation via the Student's Credit Card or PayPal account. Students will not be refunded the Total Lesson Fee if they cancel or do not attend the Lesson. Students have the option to request a change in the Lesson Schedule, but the Teacher must also agree to the Lesson Schedule Change. In the event that the Teacher cancels the Lesson, Students will be refunded their Total Lesson Payment.

+ Q: How do I request a Lesson?

A: Tap [Find a Teacher] from the Main Menu screen. View Teachers in Map or List mode. Review the Teachers' profiles. Once you've selected a teacher and are ready to request a Lesson, tap the [Request Lesson] button.

TIP: Request Lessons with multiple Teachers to increase your chances of confirming a Lesson. Requested Lessons are not scheduled until you confirm by submitting payment for that Lesson.

+ Q: How do I know a Lesson has been scheduled?

A: After a Student requests a Lesson, a Teacher must respond to the Lesson Request and Agree to the Lesson Schedule. Once the Teacher Agrees to the Lesson Schedule, a Notification Message will be sent to the Student. At that time, a Student will have at the opportunity to confirm the Lesson Schedule by submitting payment.

+ Q: When do I pay for the Lesson?

A: When the Teacher Agrees to the Student's Lesson Request, the Student will need confirm the Lesson Schedule by submitting payment via Credit Card or PayPal.

+ Q: The Lesson schedule is confirmed and paid, can I Cancel the Lesson and get a refund?

A: Once a Student confirms a Lesson Schedule and submits payment, they will not be eligible for a refund if they cancel the Lesson at any time.

Tip: If a student needs to cancel a Lesson, we suggest that the Student contact the Teacher and reschedule the Lesson instead.

+ Q: How do I Cancel a Paid Lesson?

A: A User can Cancel a Lesson by tapping on [Calendar] from the Main Menu Screen. The User should find the Lesson in the Calendar and tap on the Lesson to open the Lesson Details. Scroll Down and Tap the [Cancel] Button.

Note: If a Student cancels a Paid Lesson, they will not be refunded their Lesson Payment.

+ Q: How do I request a change in the Lesson Schedule?

A: A User can request a Lesson Schedule Change by tapping on [Calendar] from the Main Menu Screen. The User should find the Lesson in the Calendar and tap on the Lesson to open the Lesson Details. Scroll Down and Tap the [Change] Button.

Note: Changes to a Lesson Schedule are only confirmed when both parties agree. If the other party declines or does not respond to the change request, the Lesson will remain as previously scheduled.

+ Q: How do I review the Student / Teacher?

A: Teachers and Students will receive a User Review request a few hours after the Lesson. At that time, the Teacher and Student will have the opportunity to review the other User.

+ Q: What is the 1500 Yen Trial Fee?

A: All teachers who do not have a review by a student are required to have a trial fee of 1500 yen per hour. Once the teacher receives their first review from a student, their selected hourly rate will appear in their profile.

+ Q: Who pays for the transportation fee to the meeting place and food/drink cost at a lesson?

A: Teachers and students each pay their own transportation fee and food/drink cost.

+ Q: How long is in-app messaging enabled between the Student and the Teacher?

A: Messaging between the Student and Teacher is enabled until 2 hours after the lesson is completed. Messaging history will still remain.


Account

+ Q: How do I reset my password?

A: • Forgotten password: if you cannot log in to your eikaiwaNOW account, please go to the Log In screen of the App and tap the "Log In" button. Scroll down to the bottom of the screen and tap "Forgotten password?" Enter the email address you use for eikaiwaNOW, and you’ll be emailed a link to reset your password. If you forgot your password and you’re already logged in to eikaiwaNOW, first log out of your account, then following the instructions above.

Change password: you can change your password from Menu > Profile > Edit Icon (Top Right of the Screen). Scroll down to the Change Password button and tap. In order to change your password to a new password, you need to know your current password.

+ Q: How do I change my Email address?

A: You can change your registered Email address by going to Menu > Profile > Edit Icon Button (Top Right of the Screen).

After you make the change, remember to click the Update button at the bottom of the screen.

We will send an Email to the new Email address. Please verify the new email address by clicking on the link provided to you in the body of the message.

Your email address can only be associated with one eikaiwaNOW account at a time. If you get a notification that your email address is already in use but you can't remember your password for that account, you might need to change your password.

+ Q: How do I delete my eikaiwaNOW account?

A: Please send eikaiwaNOW an Email (help@eikaiwanow.com) via your registered Email account. Please write "PLEASE DELETE ACCOUNT" in the Title of the Email. We will verify your registered Email account and delete the account as requested.


Profile

+ Q: What is the Meeting Rate?

A: Meeting Rate is a built-in User performance metric that indicates how frequent the User attends Scheduled Lessons.

+ Q: What is the Acceptance Rate?

A: Acceptance Rate is a built-in User performance metric that indicates how frequent the Teacher accepts Lesson Requests from Students.

+ Q: What is the Response Rate?

A: Response Rate is a built-in User performance metric that indicates how frequent the Teacher responds to Student requests before the request automatically expires.

+ Q: What are Positive Reviews?

A: Positive Reviews is a User generated metric that indicates how many Users would recommend this Teacher/Student after having a Lesson with them.

+ Q: What is the Overall Rating for Teachers?

A: Overall Rating is the combined Student rating average of Punctuality, Accuracy and Value.

+ Q: What is the Punctuality Rating for Teachers?

A: Punctuality is a User generated rating average based on reviews provided by Students after their Lesson with the Teacher. The Student rates the Teacher on how Punctual the Teacher was for the Lesson.

+ Q: What is the Accuracy Rating for Teachers?

A: Accuracy is a User generated rating average based on reviews provided by Students after their Lesson with the Teacher. The Student rates the Teacher on how accurately did the Teacher's photo and profile represent them.

+ Q: What is the Value Rating for Teachers?

A: Value is a User generated rating average based on reviews provided by Students after their Lesson with the Teacher. The Student rates the Teacher on how valued the Lesson.


From Students

+ Q: What should I do if my Teacher does not show up for the Lesson?

A: Please Report the Teacher for not showing up at the Lesson by accessing the Help Section in the App and tapping on Contact Us. Once we confirm that the Teacher did not show up to the Lesson, we will refund you the Total Amount Paid for the Lesson.

+ Q: What should I do if my Teacher asks for my private contact details?

A: Please Report the Teacher for asking for your private contact details by accessing the Help Section in the App and tapping on Contact Us. Repeated offenders will be banned from the system.

+ Q: Is there a Lesson Change Fee?

A: There is a Lesson Change Fee of 100 yen for Students if the Total Lesson Fee Changes. For example, it will be charged if the total Lesson time is increased. A Lesson Change Fee is not charged if there is no change in the Total Lesson Fee. For example, a Lesson Change Fee is not charged when the Lesson Start time or Lesson date is changed.

+ Q: Does the teacher's fee include tax?

A: Yes, tax is included.

+ Q: How can I pay for a lesson?

A: We use PayPal as our payment processor. Payment can be made using a PayPal account but it is not necessary. Credit cards including prepaid ones from convenience stores can also be used for payment. After accepting a lesson, choose pay by credit card and enter your credit card number, expiration date and 3-digit CSC/CVV to pay for the lesson.


From Teachers

+ Q: Is this a Full-time teaching position?

A: We allow Teachers to schedule their own hours so they can work as much or as little as they want. Teachers are only limited by their own schedule and by the hours in a week. Some of Teachers work Full-time while others work Part-time.

+ Q: Will eikaiwaNOW provide Teachers with a Visa?

A: All Teachers are responsible for securing their own Japanese Visa or having the proper permissions to work in Japan.

+ Q: Where will I Teach?

A: We let you decide. Wherever is most convenient for you. In fact, you can teach in a cafe in Shibuya in the morning, at a park later that afternoon, and then at a beach in Kanagawa the next day. Or you can keep it simple and always teach in the same place. Feel free to teach wherever you want. In your Teacher Profile, you can also set your Preferred Lesson Area.

+ Q: What should I do if my Student does not show up for the Lesson?

A: Please Report the Student for not showing up at the Lesson by accessing the Help Section in the App and tapping on Contact Us. Once we confirm that the Student did not show up to the Lesson, we will submit payment to your registered PayPal account with 24-48 hours of the confirmation.

+ Q: What should I do if my Student asks for my private contact details?

A: Please Report the Student for asking for your private contact details by accessing the Help Section in the App and tapping on Contact Us. Repeated offenders will be banned from the system.

+ Q: How do I get Paid?

A: Teachers must have a registered PayPal account in order to receive payment. In most cases, a Teacher will need to upgrade their account from a PayPal Personal account to a PayPal Premier account in order to receive payments. Please check the PayPal website for exact details. ( www.paypal.com )

Once the Teacher has a registered PayPal Premier account or equivalent (depending on the Teacher's home country), they will need to enter the PayPal linked Email Address in the Registered PayPal Account field in the Become a Teacher screen.

+ Q: When do I get Paid?

A: Teachers receive payment 24-48 hours after the Lesson completes, paid directly to their registered PayPal account.

+ Q: What is the Teacher Service Fee?

A: Teachers are charged a 25% Teacher Service Fee for each Lesson Scheduled. The Service Fee is automatically deducted.


Trust & Safety

+ Q: Where should we have the Lesson?

A: We encourage Student and Teachers to meet in Public Areas.

+ Q: Do I need to give out my contact details?

A: Users should never have to share their contact details such as their phone number or email address to other Users. The eikaiwaNOW App allow Students and Teachers to message each other directly within the App once the Lesson is confirmed. Furthermore, eikaiwaNOW allows Students and Teachers to drop a location pin to show the other party the exact Lesson location.

We take our User's privacy seriously. If a Student or Teacher asks for your contact details, please feel free to Report the User by accessing the eikaiwaNOW Help section in the App and tapping on Contact Us.

Repeated offenders will be banned from the system.

+ Q: Is it safe to find a Teacher or Student via an App?

A: It is always best to exercise caution when meeting someone for the first time, just as you would when meeting someone on the street for the first time. In general, you should always meet in public places.

+ Q: Will students know where my home is located?

A: No, student's will not be able to find out where the teacher's home is located from the app itself. The eikaiwanNOW App only requires teachers to specify where they prefer to have their lessons (nearest train station). The preferred lesson area (train station) can be anywhere the teacher frequently visits or has other work. This is up to the teacher to decide. When the teacher decides a preferred train station, their GPS icon will appear grey around that train station when they are in Contactable mode.

+ Q: Will the student know exactly where I am when I enable NOW mode?

A: Only when the teacher specifically enables NOW mode will the teacher's GPS icon on the teacher map change blue to indicate that the teacher is in the relative location. The app itself skews the location coordinates by several hundred meters so that students cannot pinpoint the exact location of a teacher. Enabling NOW mode indicates to students that a teacher is in the general area and is available to teach a lesson within the next 3 hours. When the teacher disables NOW mode, their GPS icon will turn grey and the location will revert back to their preferred lesson area (train station).


Contact Us

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Please feel free to leave your suggestions and comments here. We would love to hear how we can improve.