If a child is in immediate danger
Call the Police on 111 first. Do not wait for us. Tell us afterwards.
Patrick Helsby — loop’s founder and named safeguarding contact
patrick@loop.study · 021 044 9582
Oranga Tamariki: 0508 326 459
New Zealand Police, non-emergency: 105
A safeguarding concern is treated as urgent and handled separately from everything else on this page. What happens next is set out in our child safety policy. You do not need proof before speaking up.
Everything else
A lesson that was not good enough
Tell us within 14 days. We watch the recording, and where the concern is justified we refund some or all of what you paid. We will tell you what we have done about it with the tutor, without sharing things about that tutor that are not ours to share.
Email patrick@loop.study with the student’s first name and roughly when the lesson was.
A charge you did not expect
Your billing page lists every charge, including holds that were released and lessons that were never charged. If something there looks wrong, say which line and why.
Refunds go back to the card you paid with, usually 5 to 10 working days depending on your bank.
A tutor’s conduct
Tell us. A concern is taken seriously regardless of how experienced or well-reviewed the tutor is. We may suspend a tutor immediately while we look into it — a suspension is a precaution, not a finding — and we review the recording of the lesson in question.
Nobody is disadvantaged for raising a concern in good faith: parent, student or tutor.
Something technical
A lesson that would not connect, a whiteboard that would not load, a report that has not arrived.
Most of it is answered on the technical support page, and the rest reaches us at the same address.
How we handled your information
If you believe we have mishandled your or your child’s personal information, our Privacy Officer is Patrick Helsby.
If you are not satisfied with our answer you can complain to the Office of the Privacy Commissioner — privacy.org.nz, 0800 803 909.
What to include
The student’s first name, roughly when the lesson was, and what happened in your own words. That is enough for us to find it — you do not need a reference number, a lesson ID or a screenshot.
If you are not satisfied with how we have handled a complaint, you can ask for it to be escalated, and for a claim we cannot resolve directly either of us may refer it to the Disputes Tribunal of New Zealand, within its monetary jurisdiction. Nothing on this page limits your rights under the Consumer Guarantees Act 1993 — see our refund policy and terms of use.