Question 1

How do I create an account?

Accepted Answer

Creating an account is easy! Click "Sign Up" in the top right corner and choose "Parent" to create a parent account. You'll need to provide your name, email, and create a password. Once your account is created, you can add your child's profile and start searching for the perfect teacher.

Question 2

How do I find the right teacher for my child?

Accepted Answer

Browse our marketplace to explore teacher profiles, view their experience and specialties, watch introduction videos, and read reviews from other parents. Use filters to narrow down by instrument, teaching style, schedule availability, and location. Once you find a teacher you like, you can request an intro call to see if they're the right fit.

Question 3

How do I book my first lesson?

Accepted Answer

After finding a teacher you like, request an intro call through their profile. During the call, you'll discuss your child's goals, schedule preferences, and lesson details. If it's a good match, you can purchase lesson credits and schedule your first session directly through the platform.

Question 4

What equipment do we need for online lessons?

Accepted Answer

You'll need a computer, tablet, or smartphone with a stable internet connection, a working camera and microphone, and your child's instrument. For best results, we recommend using headphones to reduce audio feedback and ensure your child is in a quiet, well-lit space with good positioning so the teacher can see their hands and posture.

Question 5

How do lessons work on Thoven?

Accepted Answer

Lessons are conducted live through video calls at scheduled times between your child and their teacher. The teacher will provide personalized instruction, assign practice materials, and track progress through the platform. You can view upcoming lessons, access class materials, and review assignments all from your parent dashboard.

Question 6

Can I try a lesson before committing?

Accepted Answer

Yes! We encourage scheduling an intro call with any teacher you're interested in. This is a free opportunity to meet the teacher, discuss your child's goals, ask questions, and determine if the teaching style is a good match before purchasing any lesson credits.

Question 7

What ages do you teach?

Accepted Answer

Thoven welcomes students of all ages, from young beginners to adults. Teachers on our platform specialize in different age groups and skill levels, so you can find the perfect match for your child's developmental stage and learning needs.

Question 8

Do you offer lessons for all skill levels?

Accepted Answer

Absolutely! Our teachers work with students at every level, from complete beginners who have never touched an instrument to advanced students preparing for auditions or performances. When browsing teacher profiles, you can filter by the experience levels they teach to find the right match.

Question 9

What qualifications do Thoven teachers have?

Accepted Answer

Thoven teachers come from diverse musical backgrounds. Many hold degrees from top conservatories like Juilliard, Berklee College of Music, and Manhattan School of Music. Others bring decades of professional teaching and performance experience. Every teacher is background-checked through Checkr and completes a video interview with our team before approval.

Question 10

How much do lessons cost?

Accepted Answer

Lesson pricing is set by individual teachers based on their experience, qualifications, and lesson length. Most teachers offer 30-minute, 45-minute, or 60-minute lessons with rates clearly displayed on their profiles. You purchase lesson credits upfront, which gives you flexibility to schedule sessions as needed.

Question 11

Are lessons online or in-person?

Accepted Answer

Thoven offers both online and in-person lessons. Online lessons happen via live video call, giving you access to teachers nationwide. In-person availability depends on the teacher's location — check individual profiles for options.

Question 12

Can we switch teachers if it's not a good fit?

Accepted Answer

Yes, you have the flexibility to work with different teachers. If you feel your child would benefit from a different teaching style or approach, you can search for and book intro calls with other teachers. We want every student to thrive, and sometimes that means finding the right match.

Question 13

How do I reschedule or cancel a lesson?

Accepted Answer

You can reschedule or cancel lessons through your parent dashboard by navigating to your upcoming lessons and selecting the lesson you need to change. Please follow your teacher's cancellation policy, which is outlined in their profile, to avoid credit forfeiture. Most teachers require 24-hour notice for cancellations.

Question 14

How do I track my child's progress?

Accepted Answer

Your parent dashboard provides a complete overview of your child's musical journey. You can view completed assignments, access class materials, see attendance history, and review notes from teachers. Many teachers also provide regular progress updates and milestone celebrations to keep you informed.

Question 15

Can I have multiple children learning with the same teacher?

Accepted Answer

Absolutely! You can add multiple student profiles to your parent account and enroll each child in classes with the same teacher or different teachers based on their individual needs. Each student will have their own dashboard, assignments, and progress tracking.

Question 16

What happens if my child misses a lesson?

Accepted Answer

If your child misses a scheduled lesson without proper notice according to the teacher's cancellation policy, the lesson credit will typically be forfeited. To avoid this, make sure to reschedule or cancel with adequate advance notice as specified by your teacher, usually 24 hours.

Question 17

How do I communicate with my child's teacher?

Accepted Answer

You can message your child's teacher directly through the Thoven platform's messaging system. This allows you to discuss scheduling, progress, practice goals, and any questions or concerns you may have. All communications are logged for safety and transparency.

Question 18

Can I sit in on lessons?

Accepted Answer

Yes! Parents are welcome to sit in on lessons, especially for younger children. Many parents find it helpful to observe early lessons to understand practice expectations and support their child's learning at home. Discuss your preferences with your teacher during the intro call.

Question 19

How are teachers verified?

Accepted Answer

Every teacher on Thoven completes a comprehensive verification process before being approved to teach. This includes submitting professional credentials, completing a background check through Checkr (which screens criminal history and sex offender registries), and participating in a video interview with our team to assess teaching qualifications and commitment to student safety.

Question 20

What does the background check include?

Accepted Answer

We use Checkr, a leading background check provider, to conduct thorough screenings of all teachers. The check includes national and county-level criminal history searches and sex offender registry checks. Teachers must pass this screening before being approved to teach on the platform.

Question 21

Do you conduct interviews with teachers?

Accepted Answer

Yes, every teacher applicant participates in a video call interview with our team. During this interview, we verify their teaching experience, discuss their approach to student safety, review their qualifications, and ensure they understand our community guidelines and expectations for professional conduct.

Question 22

Are background checks updated regularly?

Accepted Answer

Teachers complete a comprehensive background check through Checkr during onboarding. After approval, we maintain ongoing oversight through parent reviews, lesson feedback, and platform behavior monitoring. Any concerns raised by parents are investigated promptly.

Question 23

How does Thoven protect my child's privacy?

Accepted Answer

We are fully compliant with COPPA (Children's Online Privacy Protection Act) for children under 13. Parents control all aspects of their child's profile, and students cannot independently message teachers—all communications flow through parent-controlled accounts. We collect only essential information needed to provide educational services and never sell data to third parties.

Question 24

What is COPPA and how does Thoven comply?

Accepted Answer

COPPA is a federal law protecting children under 13 online. Thoven complies by requiring verifiable parental consent before collecting any information from children, limiting data collection to what's necessary for educational services, giving parents full control over their child's information, and implementing security measures to protect collected data. Parents can review, modify, or delete their child's information at any time.

Question 25

What data do you collect from children?

Accepted Answer

We collect only essential information needed to provide music education services: the child's first name, age, grade level, and learning progress (assignments completed, materials accessed, attendance). We do not collect last names, contact information, or any unnecessary personal details from student accounts. All data is controlled by the parent account.

Question 26

Can my child message teachers directly?

Accepted Answer

No. Student accounts do not have direct messaging capabilities to ensure safety and parental oversight. All communication with teachers goes through parent-controlled accounts, allowing you to monitor and manage interactions. This design ensures parents remain informed and involved in their child's educational experience.

Question 27

How do I delete my child's data?

Accepted Answer

You can request deletion of your child's data at any time by contacting our support team at support@thoven.com. We will permanently delete all personal information within 30 days of your request, except for limited data we're legally required to retain for billing or compliance purposes. You have full control over your child's information.

Question 28

What if I have a safety concern?

Accepted Answer

Student safety is our top priority. If you have any concerns about a teacher's conduct, inappropriate behavior, or anything that makes you uncomfortable, please contact us immediately at support@thoven.com or use the "Report" feature on teacher profiles. We take all reports seriously and will investigate promptly while keeping you informed.

Question 29

How are payments secured?

Accepted Answer

All payments are processed through Stripe, a PCI-compliant payment processor trusted by millions of businesses worldwide. We never store your full credit card information on our servers. Stripe uses industry-standard encryption and security measures to protect your financial data during transactions.

Question 30

What infrastructure does Thoven use?

Accepted Answer

Thoven is hosted on Google Cloud Platform, which provides enterprise-grade security, reliability, and scalability. We also use Cloudflare for DDoS protection, CDN services, and additional security layers. This infrastructure ensures your data is protected and the platform remains available and performant.

Question 31

Is my data encrypted?

Accepted Answer

Yes, all data transmitted between your device and Thoven's servers is encrypted using HTTPS (SSL/TLS), the same technology banks use to secure online transactions. This encryption protects your information from interception during transmission. Data stored in our databases is also protected with industry-standard security measures.

Question 32

Do you sell my information to third parties?

Accepted Answer

No, we never sell your personal information or your child's information to third parties. We only share data with essential service providers (like payment processors and hosting infrastructure) who are bound by strict confidentiality agreements and use your data solely to help us deliver our educational services.

Question 33

What third-party services does Thoven use?

Accepted Answer

We use trusted third-party services to operate our platform: Stripe for payment processing, Google Cloud for hosting, Cloudflare for security and performance, and Mixpanel/Google Analytics for product analytics (with personal identifiers removed). All these providers are industry leaders with strong security practices and are bound by data processing agreements.

Question 34

How does the credit system work?

Accepted Answer

Thoven uses a credit-based system where you purchase lesson credits upfront, then use those credits to book sessions with your child's teacher. Each lesson costs a certain number of credits based on length and the teacher's pricing. You can view your credit balance and purchase more credits anytime from your parent dashboard.

Question 35

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) through our secure payment processor, Stripe. Payments are processed securely, and we never store your full card information on our servers.

Question 36

What is your refund policy?

Accepted Answer

Unused lesson credits can be refunded within 30 days of purchase. Once you schedule a lesson, those credits are allocated to that booking. You can cancel a scheduled lesson up to 24 hours before the lesson time to return the credit to your account. Lessons canceled with less than 24 hours notice, or no-shows, forfeit the credit. For special circumstances, contact support@thoven.com.

Question 37

How is pricing determined?

Accepted Answer

Each teacher sets their own pricing based on factors like their experience, qualifications, lesson length, and teaching specialty. You'll see transparent pricing on every teacher's profile before booking. Prices typically range based on lesson duration (30, 45, or 60 minutes) and the teacher's expertise level.

Question 38

Can I pause my subscription?

Accepted Answer

Thoven uses a pay-as-you-go credit system rather than subscriptions, so there's no recurring billing to pause. You purchase credits when you need them and use them to book lessons at your convenience. If you need to take a break, simply stop scheduling lessons—your unused credits will remain available for future use.

Question 39

Do credits expire?

Accepted Answer

Lesson credits remain valid for one year from the date of purchase. This gives you flexibility to schedule lessons at a pace that works for your family. If you have unused credits approaching expiration, we'll send you reminder notifications so you can use them or contact support if you need assistance.

Question 40

Can I get a receipt for my payments?

Accepted Answer

Yes! You'll receive an email receipt immediately after each purchase, and you can view your complete payment history in your parent dashboard under the billing section. These receipts include all necessary details for record-keeping or reimbursement purposes.

Question 41

What if I'm charged incorrectly?

Accepted Answer

If you notice an incorrect charge or have billing questions, please contact our support team at support@thoven.com with details about the transaction. We'll investigate promptly and resolve any billing errors. You can also view your complete transaction history in your parent dashboard.

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