I - Preamble
The contact details of the tutors are never sent to the students except in the case where the tutor accepts the lesson requests and indicates that they want to send their contact details to the student to organise the first lesson.
All the pages of the site are secured by the HTTPS protocol and the navigation between the pages is encrypted.
To save you from having to re-enter your details every time you make a purchase, certain details of your bank card are stored securely by our service provider. However, Superprof does not store any full details of your card, with the exception of the last four digits.
Superprof does not sell or rent out any information or data about its members.
After consulting the advertisements, students can get in touch with the tutors they have selected.
They can then send a lesson request containing a message to all tutors who seem to match their request. These messages must not contain any means of contacting the student other than through the Superprof site; in other words, no telephone numbers, URLs, email addresses or postal addresses.
Connecting the student with one of the selected tutors will cost RM39 per month (Student Pass), and this fee will allow them to contact as many tutors as they wish during their subscription period. The subscription is automatically renewed and comes with no commitment.
The student can cancel their RM39/month subscription at any time from their account.
If several of the selected tutors are available, the student will only pay the RM39 Student Pass fee once a month and can thus choose their preferred tutor.
The student will only be eligible for a refund if the tutor is unavailable. Depending on the case, proof may be required in order to process the refund. Please note that if the proof confirms the tutor’s unavailability, Superprof will only refund the first month of the Student Pass. Subsequent months will not be refunded, as the customer remains responsible for cancelling the subscription.
If the lesson request is initially accepted and then declined for ethical and legally sanctioned reasons (such as the explicit request to substitute the student during an exam or complete writing of assignments), Superprof will not respond favourably upon request for reimbursement.
II - Privacy Policy
1. General
Superprof SAS (whose registered office is located at 42-44 rue Alexandre Dumas, 75011, Paris, France), in its capacity as a data controller, attaches great importance to the protection and respect of your privacy. This policy is intended to inform you of our practices regarding the collection, use and sharing of information that you are required to provide to us through our platform (the "Platform") accessible via the website www.superprof.com.my.
This policy explains how we process the personal data we collect and that you provide to us. We encourage you to read this document carefully so that you are aware of and understand our practices regarding the processing of your personal data.
2. The information we collect
We may collect and process the following data:
2.1. Information that you provide to us directly
When you use our Platforms, you provide us with information, some of which is likely to identify you ("Personal Data"). This is particularly the case when you fill in forms (such as the registration form), when you get in touch with another member of Superprof, when you contact us - whether by telephone, email or any other means of communication - or when you report a problem to us.
For the protection of your data, we use a Captcha service on our site. This service is deployed in order to verify entries on our site and to differentiate whether these are made by a human or automated robots. This measure allows you to use our site safely and to protect your account from spam. In order to benefit from this protection, an analysis is carried out and certain information is evaluated (e.g. your IP address). Data processing is GDPR compliant. For more information about Google's privacy policy, visit: https://policies.google.com/privacy?hl=en-MY.
Superprof takes the security of its members very seriously, as well as the protection of their personal details and payment information. If we detect a payment issue, a member of our team may contact you to verify your identity.
This information includes the following details:
2.1.1. The data needed to register for the service we provide on our Platforms. This data includes your first and last name, postal address, e-mail address, mobile phone number, landline phone number, gender, date of birth, IP address, Skype/ Hangouts ID and password. Among this information, only your surname, first name, e-mail address and password are mandatory. Otherwise, Superprof will not be able to provide you with the services offered by our Platforms and you will not be permitted to create an account on our Platform;
2.1.2. A photograph;
2.1.3. A postal address;
2.1.4. A copy of all exchanges between Superprof and you;
2.1.5. A copy of all lesson requests or publications made on our Platforms;
2.1.6. The details of the financial or accounting operations carried out on our Platforms or by any other means, including, in particular, information relating to your payment card, your bank details, and information relating to lessons you have booked or for which you have posted an advertisement on our Platforms;
2.1.7. Details of your visits to our Platforms and the content you have accessed;
2.1.8. Where applicable, your responses to our surveys and questionnaires, and the reviews you have left to evaluate a lesson taken with another member of our community; this information may, in particular, be used for research and analysis of user behaviour;
2.1.9. The data that we may ask you to provide when you report an issue relating to our Platforms or our services;
2.1.10. Data related to your location when you have agreed to our collection and processing of this data;
2.2. Data we collect automatically
2.2.1. If you log in to our services using the social media features made available to you, Superprof will have access to certain data (including your first name, surname, photograph, email address and number of Facebook friends) from your account on that social media platform, in accordance with the terms and conditions of use of the social media platform in question. We may also collect certain Personal Data from you when you interact with features on these social networks, such as the ‘Like’ feature.
2.2.2. During each of your visits, we are likely to collect, in accordance with applicable legislation and with your consent, where applicable, information relating to the devices on which you use our services or the networks from which you access our services, such as your IP addresses, connection details, the types and versions of web browsers used, the types and versions of browser plugins, operating systems and platforms, data concerning your browsing history on our Platforms, including your navigation through the various URL pages of our Platforms, the content you access or view, the search terms used, download errors, the duration of your visit to certain pages, your device’s advertising ID, interactions with the page, and any telephone number used to contact us. Among the technologies used to collect this information, we use cookies in particular.
2.2.3. We also collect information about your use of our Platform (such as the number of ads posted, your response rate to messages, your date of registration, your average rating received, etc.) which may be displayed on your public profile.
2.3. Duration of data retention
Your data will be secured and retained in order to provide you with Superprof-related services and to fulfil our legal obligations. If you would like further information or to have your data deleted, please contact us via email at hellomalaysia@superprof.com.
3. How do we use the data we collect?
3.1 Perform contracts between you and us or between us and our business partners and provide you with requested information and services. This processing is necessary for the performance of our respective contractual obligations.
3.2 Send you information about our services (such as lesson booking confirmations) by email, SMS or any other means of communication. This processing is necessary for the performance of our respective contractual obligations and/or carried out with your consent.
3.3 Process your payments. This processing is necessary for the performance of our respective contractual obligations.
3.4 To allow you to personalise your profile on our Platforms. This processing is carried out on the basis of your consent.
3.5 Enable you to communicate and interact with other members of our community. This processing is necessary for the performance of our respective contractual obligations and/or carried out with your consent.
3.6 Give you access and allow you to communicate with our customer relations service. This processing is (i) necessary for the performance of our respective contractual obligations, (ii) carried out with your consent and/or (iii) necessary for the establishment, exercise or defense of legal claims.
3.7 Ensure compliance with applicable law and our terms and conditions. In the event of any breach on your part, we may suspend your account on our Platforms. This processing is (i) necessary for the performance of our respective contractual obligations, (ii) carried out with your consent and/or (iii) necessary for the establishment, exercise or defense of legal claims.
3.8 To send you, in accordance with the applicable legal provisions and with your consent when required by law, marketing, advertising and promotional messages and information relating to the use of our services, booking methods, or to suggest and advise you of goods or services that may be of interest to you. We are also likely to use your data to send you advertising messages that may be of interest to you on social media platforms or third-party sites. If you would like more information on this subject, please refer to the terms and conditions of these platforms. This processing is based on your consent and/or our legitimate interest (providing you with relevant information).
3.9 To notify you of changes to our services. This processing is necessary for (i) the performance of our respective contractual obligations, (ii) compliance with our legal obligations and/or (iii) the establishment, exercise or defense of legal claims.
3.10 Manage our Platforms and carry out internal technical operations in connection with troubleshooting, data analysis, testing, research, analysis, studies and surveys. This processing is based on our legitimate interest (ensuring the security of our Platforms and improving their features).
3.11 Improve and optimise our Platforms, in particular to ensure that the display of our content is adapted to your device. This processing is based on our legitimate interest (providing you with relevant content).
3.12 To allow you to use the interactive features of our services if you wish. This processing is necessary for the performance of our respective contractual obligations and/or carried out with your consent.
3.13 To help us maintain a safe and healthy environment on our Platforms. This processing is (i) based on our legitimate interest (ensuring the security of our Platforms), (ii) necessary for compliance with our legal obligations and/or (iii) necessary for the establishment, exercise or defense of a right to justice.
3.14 Evaluate the effectiveness of the advertising messages we send and tailor them to our members. This processing is based (i) on our legitimate interest (to measure and optimise the effectiveness of our campaigns) and/or (ii) your consent.
4. Who are the recipients of the information we collect and why do we send them this information?
4.1. As part of the use of our services, some of your information is transmitted to other members of our community, through your public profile or as part of the booking process (for example, we communicate your telephone number to the people with whom you wished to have lessons).
4.2. We also work closely with third-party companies that may have access to your Personal Data, and in particular with:
social media platforms that can offer you features allowing you to integrate information from your account on their own platform into your Superprof profile;
the subcontractors we use for technical services, payment services, identity verification or analytics providers.
4.3. We only share your data with the third parties mentioned in 4.2. above in the following cases:
4.4.1. When we use a service provider in connection with the performance of any contract between you and us, or in order to provide or improve our services (for example, in the context of payments made via our Platforms);
4.4.2. As part of the booking process, in order to provide the services requested, we may display on our Platforms or share with another member certain Personal Data, such as your first name, photograph, mobile phone number or email address;
4.4.3. We publish the reviews you write as part of our review system on our Platforms. These reviews, which contain your first name and your photograph, are visible to all visitors to our Platforms;
4.4.4. When we use search engine and analytics providers to improve and optimise our Platforms;
4.4.5. When you specifically request it (for example, when you use the authentication methods provided by social media platforms), sign up for a service provided by one of our partners, or request a special offer or deal from one of our partners);
4.4.6. When we have a legal obligation to do so or if we believe in good faith that it is necessary to (i) respond to any claim against Superprof, (ii) comply with any legal request, (iii) enforce any contract entered into with our members, such as the General Conditions of Use, (iv) in the event of an emergency involving public health or the physical safety of a person, (v) in the context of inquiries and investigations, or (vi) to safeguard the rights, property and safety of Superprof, its members and, more generally, any third party;
4.4.7. In the event that we sell or acquire a business or assets, in which case we reserve the right to share your Personal Data with the potential seller or buyer of this business or these assets.
4.4.8. If Superprof or all or part of its assets are acquired by a third party, the data in our possession will, where applicable, be transferred to the new owner.
4.4.9. In accordance with applicable law and with your consent where required, we may aggregate data that concerns you and that we receive or send to our business partners, including all or part of your Personal Data and information collected through of cookies. This aggregated information will only be used for the purposes described above.
4.4.10. Please note that if you decide to allow us to access certain information about you, including your Personal Data, via login services provided by our business partners, their privacy policies will also apply to you. We have no control over the collection or processing of your data by our business partners on their own platforms.
4.4.11 You authorise us to use your name, profile picture, and content in connection with any commercial, sponsored or associated content that we publish or promote.
4.5 You can delete your account directly from your dashboard in the profile section or write to us at hellomalaysia@superprof.com so that a member of our team can delete your account. We do not retain any data from deleted accounts in our back office.
We do not pass on your content or information for resale to any third-party company.
5. How do we use and moderate your messages?
5.1. We may read the messages that you exchange with other members of our community via our Platforms, in particular for the purposes of fraud prevention, improving our services, providing user support, and verifying that our members comply with the agreements entered into with us, in particular our General Conditions of Use. For example, to prevent a member from circumventing our online booking system, we reserve the right to review and analyse messages exchanged on our Platforms to ensure they do not contain any contact details or references to other websites.
5.2. We never access your communications with other members of our community for promotional or targeted advertising purposes. Where possible, we use automated systems to moderate messages exchanged between members via our Platforms, without any decisions being made on an individual basis.
6. Targeted advertisements, emails and text messages that we send you
In accordance with applicable legislation and with your consent when required, we may use the data you provide to us on our Platforms for marketing purposes (for example, to (i) send you our newsletters, (ii) send you invitations to our events or any other communications that may be of interest to you, and (iii) display targeted advertisements on social media platforms or third-party websites).
With regard to promotional emails: you can withdraw your consent at any time by (i) unchecking the relevant box in your account, (ii) clicking on the unsubscribe link provided in each of our communications, or (iii) by contacting us as described in Article 12 below.
With regard to targeted advertising:
On social media platforms (e.g. Facebook, Twitter): you can object to this processing at any time by configuring the advertising settings in your account.
7. Is your data transferred, and if so, how and where?
As a rule, we store your Personal Data within the European Union. However, to the extent that, for example, some of our service providers are located in countries outside the European Union (“Third Countries”), we transfer some of your Personal Data to Third Countries. This may in particular be the case towards Third Countries for which the European Commission has not issued "adequate protection". In such a case, we ensure that this transfer is carried out in accordance with the applicable regulations and guarantees an adequate level of protection of privacy and fundamental rights (in particular through the European Commission’s standard contractual clauses).
On simple request to our Data Protection Officer (dpo@superprof.com), we can provide you with more information about these transfers (including the standard contractual clauses of the European Commission).
8. What are your rights over your personal data?
8.1. You have the right to receive a copy of your Personal Data in our possession (“right of access”).
8.2. You can also request the erasure of your Personal Data as well as the rectification of erroneous or obsolete Personal Data (“right of erasure and right of rectification”) by writing to us at hellomalaysia@superprof.com. Please note that we may retain certain information about you when required to do so by law or when we have a legitimate reason to do so. This is the case, for example, if we believe that you have committed fraud or violated our General Conditions of Use and we wish to prevent you from circumventing the rules applicable to our community.
8.3. You also have the right to object at any time for reasons relating to their particular situation, (i) to the processing of your Personal Data for direct marketing purposes or to processing carried out on the basis of our legitimate interests ("right to object").
8.4. You have the right to limit the processing carried out on your Personal Data (“right to limitation”). Please note that this right applies only if (i) you contest the accuracy of your Personal Data whilst we verify its accuracy; (ii) in the event of unlawful processing on our part and you request a restriction on its use rather than erasure; (iii) we no longer require the personal data for the purposes of processing, but you still require it for the establishment, exercise or defence of legal claims; (iv) where you have exercised your right to object, for the duration of the verification as to whether our legitimate grounds override yours.
8.5. You have the right to lodge a complaint with the competent supervisory authority or to seek redress through the relevant courts if you believe that we have not respected your rights.
8.6. You also have the right to the portability of your data, i.e. the right to receive the Personal Data that you have provided to us in a structured, commonly used and machine-readable format and the right to transmit this data to another data controller (“right to portability”).
8.7. You also have the right to define directives relating to the fate of your Personal Data after your death.
8.8. To exercise these rights, you can contact our Personal Data Protection Officer according to the procedures defined in Article 12 below.
8.9. Confidentiality of your password
You are responsible for the confidentiality of the password you have chosen to access your account on our Platforms.
You agree to keep this password secret and not to communicate it to anyone.
8.10. In accordance with article 223-2 of the Consumer Code, both students and tutors on Superprof can register on a do-not-call list.
9. Links to other websites and social media platforms
Our Platforms may occasionally contain links to the websites of our partners or third-party companies. Please note that these websites have their own privacy policy and that we are not responsible for the use made by these sites of the information collected when you click on these links. We encourage you to read the privacy policies of these sites before providing them with your Personal Data.
10. Changes to our privacy policy
We may occasionally need to amend this privacy policy. Where necessary, we will notify you and/or seek your consent. We recommend that you check this page regularly to keep up to date with any changes or updates to our privacy policy.
11. Disputes
In accordance with articles of the Consumer Code L.611-1 and following, it is provided that for any dispute of a contractual nature that could not be resolved within the framework of a complaint previously lodged with our customer service at hellomalaysia@superprof.com, you can, as a consumer, seek mediation free of charge by contacting the National Association of Mediators (ANM) either by post by writing to 62, rue Tiquetonne 75002 PARIS or by e-mail by completing the online referral form at the following address: www.anm-conso.com.
If the dispute cannot be resolved amicably, you retain the right to bring the matter before the relevant court in accordance with the rules of ordinary law.
12. Contact
For any question relating to this privacy policy or for any request relating to your personal data, you can contact us by:
- sending an email to our Data Protection Officer at dpo@superprof.com
- or by sending us a letter to the following address: Superprof SAS – For the attention of the Data Protection Officer – 42-44 rue Alexandre Dumas, 75011, Paris, France.
13. Policy for handling of reviews
Once a connection has been made via the Superprof platform, students and tutors can leave a review of their experience, free of charge.
All reviews published on the platform comply with the following rules:
• Only users who have actually arranged a lesson through Superprof may leave a review.
• Reviews are reviewed and analysed by Superprof’s moderation team to ensure they comply with these Terms of Use and adhere to the principles of respect and courtesy.
• Feedback is processed in the order it is received, Monday to Friday between 9.00 am and 6.00 pm (Paris time), and is retained indefinitely.
• Any content deemed to be defamatory, abusive, discriminatory, violent, inappropriate, containing personal information or unlawful may be removed without notice by the moderation team.
• Reviews are published in the order in which they are processed, regardless of their content or the rating given.
• Reviews are sorted by publication date on the tutors’ listings.
• All reviews, whether positive or negative, are published provided they comply with the rules set out in our moderation policy.
• Every tutor has the right to respond to any review posted on their profile, in order to ensure a balanced and constructive dialogue.
• Tutors and students can edit their comments via the designated section on their dashboard within 14 days of the date of publication. After this period, the review becomes final and can no longer be edited.
• Superprof reserves the right to contact the author of the review to verify its authenticity or to request further details.
• The rating displayed on a tutor’s profile is a summary of the reviews written by students following a match, as well as recommendations from other users who have worked with or communicated with the tutor outside the platform. This rating is indicative and is intended to reflect the perceived quality of the lesson provided.
III - Right of withdrawal
In accordance with Article L. 221-18 of the Consumer Code, the consumer has a period of fourteen days to exercise their right to withdraw from a contract concluded at a distance, following a telephone or off-premises solicitation, without having to give any reason for their decision or bear any costs other than those provided for in Articles L. 221-23 to L. 221-25.
The period referred to in the first paragraph begins on the day the contract is concluded.
The right of withdrawal can be exercised by contacting Superprof as follows:
1 - Write an email to hellomalaysia@superprof.com with the subject: "Right of withdrawal"
2 - The email must contain the right of withdrawal form in accordance with the law downloadable here .
You can also send the right of withdrawal form to the following address: Superprof SAS, 42-44 rue Alexandre Dumas, 75011, Paris, France. In the event of exercise of the right of withdrawal within the aforementioned period, only the price due for the connection with the tutor (RM39) or the Pro subscription (RM39) will be refunded.
Upon receipt of the email or letter, the Superprof team undertakes to reimburse the member for the amount paid within 14 days.
The Subscriber may, if they wish, access the paid services without waiting for the end of the withdrawal period, in accordance with Article L.221-25 of the Consumer Code.
Nevertheless, if the subscriber logs into their account and uses the services before this period expires, this first login following the subscription constitutes an express request by the subscriber to have immediate access to the paid services.
The subscriber who has requested to benefit from paid services before the end of the withdrawal period will have to pay an amount proportional to their use of the services.
Superprof will then reimburse the subscriber for the price of the subscription minus the amount corresponding to the number of days elapsed between the day of the first use of the subscription and the date on which Superprof received the request to cancel, it being specified that any day started is due.
Consequences of withdrawal
The refund will take place within 14 days from the date on which Superprof was informed of the subscriber's decision to withdraw, by the same means of payment as that used by the subscriber for the transaction initial, unless the subscriber instructs otherwise
Exceptions to the right of withdrawal
You cannot cancel a Student Pass order if it was initiated at your request and the tutor has agreed to exchange contact details with you, which constitutes an acknowledgement that you thereby forfeit your right of withdrawal.
Gender Equality Index
Superprof has assessed its Gender Equality Index for 2025 and achieved an overall score of 88 out of 100. This result confirms a positive and sustainable trend, with significant progress since 2024.
Indicator 1 – Gender pay gap: 33/40
Indicator 2 – Discrepancy in individual pay raises: 35/35
Indicator 3 – Return from maternity leave: 15/15
Indicator 4 – Gender parity among the 10 highest-paid individuals: 5/10
These confirm our commitment to supporting career development. However, recognising that there is still room for improvement, Superprof will continue and strengthen its efforts and initiatives in this area.