Terms of Service
General Terms and Conditions for the use of the Teloquia online platform and for language lessons booked through it.
1. Provider and scope
The platform available at www.teloquia.com is operated by ELOQUIA GmbH, Kaiserstraße 10, 60311 Frankfurt am Main, e-mail info@teloquia.com (“ELOQUIA”, “we”). These terms apply to the registration and use of the platform and to all lessons, packages and services booked through it. Deviating terms of users apply only with our express written consent.
2. Services of the platform
ELOQUIA GmbH runs the Teloquia platform and is the contracting party for learners for booked language lessons and hour packages. Lessons are delivered by self-employed or business tutors. Tutors are not employees of ELOQUIA. Payments run through the platform (Stripe). No separate purchase contract between learner and tutor is formed on the platform. Lessons take place as video sessions in the browser. ELOQUIA vets the participating tutors (see clause 4). There is no entitlement to being taught by a specific tutor; if a lesson is cancelled by the tutor, we offer a replacement or restore the credit used.
2a. Ranking in search
Tutor order in search defaults to average star rating. Filters (for example language or exam) hide listings that do not match; they are not weighted ranking scores. You can change the sort yourself, for example by price or date. There are no paid placements. An internal tutor score is not used for the default sort today. We will tell tutors about material changes to ranking as required by the P2B rules.
3. Registration and user accounts
Use of paid services requires registration. Users must provide truthful information and keep their access data confidential. Accounts are personal and non-transferable. We may refuse, suspend or delete accounts in the event of a breach of these terms, misuse or unlawful conduct.
4. Tutors and verification
Persons who wish to teach on the platform (“tutors”) require our approval. Before being activated they submit information about their qualifications and teaching experience; we may verify identity and qualifications. Listings are published only after review. Approval does not constitute a warranty of any particular teaching success.
4a. Tutor fees and payouts
Payments run through Stripe. Payouts are weekly, for lessons completed at least three days earlier. Teloquia keeps a tiered commission: 18% from 0 lessons, 15% from 25, 12% from 100, and 10% from 300. The commission is calculated on the amount the learner actually paid for that lesson (after discounts and codes), using the tier the tutor is in at the time of the lesson. Trial lessons at 50% off are an exception. Teloquia and the tutor each cover half of the discount, so the tutor's pay is calculated on 75% of their hourly rate, and the commission for their tier is then deducted. For example, at an hourly rate of €40 and a commission of 18%, the tutor receives €24.60. ELOQUIA GmbH remains the operator of the platform.
4b. Data for tutors
Tutors see the learner data needed for teaching and billing (name, bookings, messages, attendance, amounts relevant to payout). After the collaboration ends we keep data only where law or open claims require it. We do not pass data to third parties for their marketing.
5. Booking and conclusion of contract
A booking is made by selecting a time and confirming it (“Book now” / “Book with credit”). This constitutes a binding offer; the contract is concluded when we confirm the booking (on screen or by e-mail). Bookings can be paid either directly or by redeeming lesson credit (clause 6).
6. Lesson credit and packages
- Learners can purchase hour packages (“credit”) with a tutor. The price per hour is fixed at the time of purchase; later price changes do not affect purchased credit.
- Packages are offered at graduated discounts (e.g. 10-hour and 20-hour packages). One credit corresponds to one teaching hour with the relevant tutor.
- Credit is a prepayment for our own teaching services and is not a means of payment towards third parties. There is no claim to cash payout.
- Credit is valid for 12 months from purchase and expires thereafter. Remaining credit can be transferred to another tutor; a price difference may require an additional payment (co-payment).
- Credit is redeemed by booking a lesson; the corresponding hour is deducted from the package.
7. Prices and VAT
The prices displayed at the time of the order apply. Teaching services of ELOQUIA are exempt from statutory VAT; any prices shown are final prices for these services. Prices for other services are stated separately.
8. Payment processing
Payments are processed by our payment service provider Stripe. By paying, you also accept Stripe’s applicable terms. Card details are entered directly with Stripe; we do not store complete card data. Payment is due upon booking or purchase.
9. Discount and referral codes
We may issue discount or referral codes. Codes can be limited (e.g. to new customers, a usage limit or a validity period), are not paid out in cash and cannot be combined unless expressly stated. We may deactivate codes in the event of misuse.
10. Video lessons
Lessons take place as video sessions in the browser (no installation required) via an integrated video service. A suitable device, a current browser and a stable internet connection are required. Recording of a lesson is only permitted with the consent of all participants. Further data protection information is set out in our privacy policy.
11. Cancellation of individual lessons by learners
Learners may cancel a booked lesson themselves. The same deadline applies to cancellations by learners and by tutors: at least 24 hours before the scheduled start.
If learners cancel at least 24 hours ahead, the credit used is restored to the account. If they cancel later, the lesson counts as taken: the credit is not restored, and the tutor is paid for that lesson.
Tutor cancellations and tutor no-shows are governed by clause 12. Learner no-shows are governed by clause 12a.
12. Tutor cancellation and no-show
Tutors cancel booked lessons with at least 24 hours' notice before the scheduled start.
If the tutor cancels at least 24 hours ahead, learners receive a full return of the amount paid for that lesson: for card payments as a refund to the payment method; for credit bookings as restoration of the credit used. No goodwill credit is granted in that case.
If the tutor cancels later or does not attend the lesson, learners receive a full return of the amount paid for that lesson plus a goodwill credit of 10 percent of the amount actually paid for that lesson (after discounts and codes). For card payments, the full amount is refunded to the payment method and the 10 percent is granted as credit. For credit bookings, the credit used is restored and an additional 10 percent is granted as credit. Stripe refunds usually appear on the payment method within 5 to 10 working days.
If the tutor does not attend, learners may report this from the scheduled start until 24 hours after the scheduled end. If attendance in the video room is documented, a no-show report is not available. In that case, the satisfaction guarantee under clause 13 may apply if its conditions are met. We monitor reports for abuse.
12a. Learner no-show
If learners do not attend the lesson, the tutor waits 15 minutes and then marks the no-show in the product. The lesson counts as taken, and the tutor is paid for that lesson.
Learners may dispute the mark with Teloquia support within 48 hours after it is made. The satisfaction guarantee under clause 13 does not cover lessons the learner did not attend.
13. Satisfaction guarantee
If a learner is not satisfied with a lesson, they can submit a guarantee request within 7 days of the lesson, stating a category and a brief description. After our review we either credit back the hour or refund the amount paid. The guarantee is limited to a maximum of two approved cases per account and does not exist for lessons the learner did not attend.
14. Reminders and notifications
We send transactional e-mails in connection with bookings, in particular a reminder before a lesson. These messages are part of the contractual relationship and are not advertising.
15. Right of withdrawal (consumers)
Consumers have a 14-day right of withdrawal from the day the contract is concluded. Details, effects and the model withdrawal form are in the withdrawal instructions at /en/withdrawal. If we start the service before that period ends, we need your express request and your confirmation that the right expires once the service has been fully performed. For lessons already taken we may charge reasonable compensation. Withdrawals can be addressed to: ELOQUIA GmbH, Kaiserstraße 10, 60311 Frankfurt am Main, info@teloquia.com.
16. Obligations of users
Users undertake to behave respectfully, not to pass on access data, not to circumvent the platform for payments, and not to upload any unlawful content. Tutors undertake to deliver booked lessons in good quality and on time.
16a. Illegal content
You can report illegal content on Teloquia to info@teloquia.com. Please include the URL or place of the content, a short description and, where you can, why you think it is illegal. We review reports and tell the reporter the outcome where that is possible without harming third-party rights.
17. Liability
We are liable without limitation for intent and gross negligence and for injury to life, body or health. For slight negligence we are only liable for the breach of essential contractual obligations and limited to the foreseeable, typical damage. We assume no liability for a specific learning outcome or for disruptions attributable to your equipment or internet connection.
18. Copyright
Teaching materials provided are protected by copyright and may not be reproduced or used commercially without our consent.
Content tutors upload (profile text, materials) stays their intellectual property. By uploading, they grant ELOQUIA the simple rights needed to run, display and promote the platform. Use outside the platform for ELOQUIA's own marketing needs a separate consent, unless the law already allows it.
19. Reviews
Reviews must be truthful and factual. We may remove reviews that are unlawful, insulting or manifestly false.
Only learners who booked and attended the lesson can leave a review. We do not pay for reviews. Challenged reviews are checked on request at info@teloquia.com.
20. Term, termination and account suspension
Users may delete their account at any time. Once an account is deleted, any remaining credit can no longer be used. On request by email to info@teloquia.com, we refund paid credit that is unused and has not expired to the original payment method within 5 to 10 working days. Goodwill credit, for example after a cancellation by the tutor, expires when the account is deleted and is not paid out. We may suspend or terminate accounts for good cause, in particular serious breaches of these terms.
20a. Suspension of tutors
We may restrict, suspend or end a tutor's account or individual listings, in particular for breaches of these terms, false qualification claims, repeated unexcused cancellations or no-shows, attempts to game reviews, or unlawful conduct. Before a final termination we will usually email the tutor the reasons and invite a response, unless urgent safety or legal grounds prevent that. Tutors may ask for an internal review at info@teloquia.com within 30 days of our decision.
21. Dispute resolution
We are not willing and not obliged to take part in dispute resolution proceedings before a consumer arbitration board.
22. Governing law, jurisdiction, final provisions
The law of the Federal Republic of Germany applies; mandatory consumer protection provisions of your country of residence remain unaffected. For merchants and legal entities under public law the exclusive place of jurisdiction is Frankfurt am Main. Should individual provisions be invalid, the validity of the remaining provisions remains unaffected.
ELOQUIA GmbH · Kaiserstraße 10 · 60311 Frankfurt am Main · info@teloquia.com
22a. Changes to these terms for tutors
We will email tutors at least 15 days before changes to these terms that affect them. During that period tutors may terminate. If tutors keep posting new offers during the period, that may count as agreement to a shorter period where the law allows and no major technical changes are required.