Safeguarding policy

Learners aged 13 to 17 can take part in Metrinfo’s learning community. This policy sets out how we keep them safe in live classes, what we expect from teachers, and how to tell us about a concern. It applies to every learner under 18, their parents and guardians, our teachers and our own team.

1. Our principles

• A young learner’s safety always comes before any class, booking or business reason.
• Parents and guardians stay informed and in control.
• We take every concern seriously, act quickly and keep a record of what we did.

2. Rules for classes with learners under 18

• Group classes only. A learner under 18 can never book a one-to-one class.
• Consent first. A parent or legal guardian must consent before the account can be used, and can withdraw consent at any time.
• The guardian books and pays. The learner can only ask; the guardian decides.
• No private contact. Teachers don’t receive a learner’s email or phone number and must not contact them directly — not by email, phone, WhatsApp, social media or any other channel. Messages go through Metrinfo, and the guardian is copied on every message about a booking.
• Live, never recorded. Teachers must not record, photograph or screenshot learners. Learners may keep their camera off.
• No one-to-one rooms. Teachers must not move a learner under 18 into a private breakout room or a separate call.
• Stars only. A teacher can rate a learner under 18 after a class with stars, but can’t write them a message. A learner’s own review is shown without their name.
• Appropriate conduct. Teachers keep to the class topic, use suitable language and content, and never ask a learner for personal information or images.

3. Our teachers

• Every teacher is verified by our team before their profile goes live: identity on a video call, and their Salesforce experience and certifications.
• Teachers who open a class to learners under 18 agree to follow this policy. Breaking it means immediate suspension.
• We review a teacher straight away if a concern is raised about them.

4. Reporting a concern

If you are worried about a learner’s safety or a teacher’s behaviour — whether you are a learner, a parent, a teacher or anyone else — email admin@metrinfo.com with “Safeguarding” in the subject. We respond within 24 hours.

If a child is in immediate danger, contact the emergency services first. In India call 112, or Childline on 1098. Elsewhere, call your local emergency number.

5. What we do with a concern

• We make sure the learner is safe, and tell their parent or guardian unless that would put the learner at risk.
• We can suspend the teacher’s profile and classes immediately while we look into it.
• Where the law requires it — for example under India’s Protection of Children from Sexual Offences (POCSO) Act — we report to the police, and we cooperate fully with the authorities.
• We keep a confidential record of the concern and what we did, shared only with those who need to know.

6. Safeguarding lead

Our safeguarding lead is Utkarsh Singh, reachable at admin@metrinfo.com. We review this policy at least once a year and whenever the law or our service changes. See also our Privacy Policy and Terms of Service.