If your child says something that worries us, we stop and tell you.
This page describes — in plain English — what happens when one of our tutors detects a safeguarding indicator in a session. We expect parents to read this before their child uses the product.
The hard rule
When the Mentor detects any safeguarding indicator — self-harm, abuse, severe distress, or bullying — the tutor stops the session and replies with this exact message:
“If you’re struggling, please talk to a parent or call Childline 0800 1111.”
We do not attempt to counsel. We do not continue the tutoring session. We do not store the indicator content beyond what’s needed to alert you. The Childline number (0800 1111) is the UK’s national child-protection helpline — free, confidential, 24/7.
What happens next — to you
Within one hour of the safeguarding trigger, we send an email to the billing parent on the account. The email contains:
- The time the session was paused and which tutor was active.
- The category of indicator (self-harm / abuse / distress / bullying) — not the verbatim words.
- A link to this page and to Childline.
- The contact details for our support inbox.
False positives
We’d rather over-trigger than under-trigger. If your child says something like “I want to kill this homework” the system may pause the session — we treat that as a feature, not a bug. The email gives you the context to decide what (if anything) to do.