Trust & Safety on Guruu (Recordings, Guardians, Disputes)

Guruu keeps the full experience in one place — booking, payment, messaging, and the video session — so there's a clear record if anything goes wrong. We also encourage ratings and reviews so that over time the best Guruus naturally rise to the top, and buyers can read about others' experiences prior to making a purchase.

Why it matters: trust comes from transparency: clear records + community feedback.

How it works: book and pay on Guruu → message in-platform → meet in-platform → leave a review after the session.

Good to know: honest reviews help everyone. If you think a review is abusive or false, it can be reported for moderation.

Guruu requires payments and communication to happen on-platform. If you move off-platform, Guruu can't offer the same protections because we lose visibility and the evidence trail needed for fair support and dispute handling.

Why it matters: protections are lost when users move somewhere we can't see or verify.

How it works: you pay through Guruu → the session happens on Guruu → if there's an issue, the platform record supports resolution.

Good to know: most marketplace scams start with "move off-platform."

Guruu is designed to discourage off-platform contact so sessions stay accountable and safer for both parties. If someone repeatedly tries to move you elsewhere, you should report it.

Why it matters: sharing personal contact details increases risk for both parties, and if there's a problem, we're much less able to help you resolve it.

How it works: keep everything in Guruu → don't share contact details → if someone keeps pushing, report it.

Good to know: it's in everyone's interest to stay on-platform — the Guruu grows their ratings and reviews, and the buyer retains platform protections.

Yes. All sessions are recorded by default and recording cannot be turned off.

Why it matters: recordings protect both parties (clear proof if something goes wrong) and help learners rewatch and revisit the knowledge whenever it's needed.

How it works: the session runs on Guruu → the recording is captured → authorised participants can access it during the retention period.

Good to know: recordings may be available for download, but you should avoid publishing or sharing any recording publicly without written consent from the other participant(s).

Recordings are retained for a set period (per Guruu's retention policy) and may be kept longer if a session is flagged for safety, dispute review, chargeback review, or legal/compliance reasons.

Why it matters: retention keeps evidence available long enough to support fair resolution and safety review.

How it works: recordings are stored for the retention window → exceptions apply if flagged → then deleted when no longer required.

Good to know: while recording is always on by default, no system can guarantee a perfect capture in every case if there are connectivity or third-party outages.

Recordings are accessible to the people who need them for learning and fair resolution:

• Learner
• Guruu (Service Provider)
• Guardian (if the learner is a minor)
• Guruu staff only if required for dispute resolution, safety review, fraud/chargeback handling, or compliance
• Law enforcement if legally required

Why it matters: this balances privacy with accountability.

How it works: access is limited by role and purpose (not public).

Good to know: if a dispute or chargeback is raised, relevant session evidence may be reviewed and shared with payment processors/banks or law enforcement where legally required.

Recordings may be available for download during the retention period, and we encourage you to save a local copy for your own reference. You may share a recording privately only where appropriate (for example, a guardian reviewing a minor's session), but you should not publish, repost, or distribute any session recording publicly without written consent from all participants.

Why it matters: recordings contain personal data, and public sharing can create privacy and safety risk.

How it works: download (if enabled) → keep for personal educational use → share privately only where appropriate → get written consent before any public sharing.

Good to know: by using Guruu, you consent to Guruu accessing and reviewing relevant session recordings if a dispute is raised (and where relevant, if a safety concern, fraud investigation, or chargeback review occurs).

Anyone under 18 is considered a minor. Minor accounts are designed to be guardian-managed, with higher transparency to reduce risk and discourage covert off-platform contact.

Why it matters: minors need extra safeguards and clear adult responsibility.

How it works: guardian-managed account → on-platform communication and sessions → recording + clear escalation pathways if needed.

Good to know: guardians have visibility into a minor's messages, file uploads, and shared content — and they also have access to recordings.

Guardians manage the account setup and payments for minors and can view a minor's messages, uploads, shared content, and recordings. This design is deliberate: it makes it much harder for bad actors to use the platform invisibly.

Why it matters: full transparency for minors reduces secrecy and increases accountability.

How it works: guardian-managed setup → on-platform sessions → guardian oversight is always available if needed.

Good to know: this transparency is a key safety feature for minors — it's designed to deter grooming and other harmful behaviour.

For minors, there is an in-platform safety alert. When a minor clicks the alert, it is sent to their guardian. Guruu is not involved unless the matter is escalated.

Why it matters: early reporting helps prevent repeat harm and preserves context.

How it works: minor clicks the alert → guardian receives it → guardian decides next steps → if escalated, Guruu can review relevant on-platform context (messages/recordings) where appropriate.

Good to know: if the issue is about service quality or a refund, use the dispute process.

Disputes rely on platform records (booking details, message history, and recordings where relevant). The aim is to resolve issues using evidence, not assumptions.

Why it matters: evidence-based resolution is fairer for both learners and providers.

How it works: try to resolve directly first → if unresolved, follow the Guruu dispute pathway → evidence reviewed → platform outcome determined.

Good to know: disputes should be raised as quickly as possible after the session while details and evidence are fresh.

Because booking, messaging, payment, and sessions happen on-platform, there's an evidence trail. This reduces "no proof" situations and helps resolve claims fairly when expectations are disputed.

Why it matters: providers need confidence they won't be unfairly penalised by bad-faith complaints.

How it works: expectations are captured in messages → the session is recorded → dispute review uses evidence where relevant.

Good to know: Guruu's rules are designed so buyers understand and agree to key terms (including recordings and on-platform requirements) before booking.

Because your protections rely on the platform's record: payment trail, booking trail, messages, and recordings. Moving off-platform increases your risk and reduces what Guruu can do to help.

Why it matters: off-platform removes protections and makes resolution much harder.

How it works: keep comms + payment + delivery on Guruu → use disputes/reporting if needed.

Good to know: if someone pressures you to move off-platform, treat it as a red flag.

Deleting your account does not necessarily delete recordings and booking records immediately. Some records may be retained for a period to support safety, dispute resolution, fraud/chargeback handling, and legal/compliance obligations.

Why it matters: this is part of how marketplaces protect users fairly when issues arise.

How it works: account deletion request → account access removed → certain records retained for defined reasons → records deleted when no longer required.

Good to know: if you need help with an account deletion request, contact support through Guruu.

Guruu is designed to keep sharing safer by discouraging off-platform contact details in files and reducing accidental location leakage (for example, EXIF GPS metadata in photos).

Why it matters: hidden metadata and contact details can expose personal information unintentionally.

How it works: keep file sharing in-platform → follow prompts/warnings if something looks like contact sharing → avoid uploading anything that contains private identifiers unless needed.

Good to know: if you're a guardian managing a minor account, you can view files shared in the minor's activity.