JAPAR

Mentor Service Level Agreement

Service standards for trusted, professional and high-quality mentorship on JAPAR

Built for trust. Designed for accountability. Focused on outcomes.

Japar Ltd is the operator of japar.org and the JAPAR platform. General support is available at japar@japar.org and contractual or administrative correspondence may be sent to admin@japar.org.

Effective date: 9 August 2026 | Version: 1.0

1. Parties and scope

This SLA is between Japar Ltd, the company operating japar.org and the JAPAR platform (“JAPAR”, “we”, “us”), and the individual or business accepted by JAPAR as a mentor (“Mentor”, “you”). It supplements the JAPAR Mentor Terms and Conditions. If there is a conflict, the Mentor Terms and Conditions prevail unless this SLA expressly states otherwise.

The SLA applies from the date of acceptance and continues while the Mentor account remains active. Service levels apply only to activities the Mentor has elected to undertake, including accepted bookings and mentor-led community commitments.

2. Mentor service promise

JAPAR is built around a simple promise: people seeking guidance should receive informed, respectful and dependable support from someone with relevant lived or professional experience. Mentors therefore agree to deliver Mentor Services with honesty, preparation, reasonable care and skill, cultural sensitivity, and a genuine focus on the mentee’s stated goals.

• Be truthful about qualifications, experience, immigration history and areas of expertise.
• Distinguish personal experience from regulated professional advice.
• Avoid guarantees of visas, jobs, admissions, housing, financial outcomes or any other result.
• Respect each mentee’s dignity, privacy, identity, background and circumstances.
• Act in a manner that protects the trust and safety of the wider JAPAR community.

3. Service-level standards

The following standards are the baseline for accepted bookings. JAPAR may publish higher service badges or optional programmes with additional criteria.

JAPAR assesses patterns and context, not isolated incidents. Genuine emergencies, platform outages and circumstances outside a Mentor’s reasonable control will be considered fairly.

4. Session quality standard

4.1 Before the session

Review the booking objective and any materials the mentee has voluntarily shared. Identify areas outside your competence and, where appropriate, tell the mentee before the session.

4.2 During the session

Listen actively, clarify the mentee’s objective, provide practical guidance grounded in relevant experience, identify assumptions or uncertainty, and avoid presenting speculation as fact. Where laws, visa rules, taxes, healthcare, finance or other regulated matters arise, encourage the mentee to verify current official guidance and seek a suitably qualified professional where needed.

4.3 After the session

Where the booking includes promised follow-up, provide concise action points, links or materials within the agreed timeframe. Do not retain unnecessary personal information or documents.

5. Professional boundaries and safeguarding

• No harassment, discrimination, intimidation, sexual conduct, exploitation, hate speech or retaliatory behaviour.
• No requests for passwords, one-time codes, unrestricted access to bank accounts, or unnecessary identity documents.
• No pressure to borrow money, invest, transfer funds, enter a personal relationship, or purchase unrelated products or services.
• No immigration, legal, medical, financial, tax or other regulated advice unless you are appropriately authorised and the service is clearly represented as such.
• No knowingly facilitating unlawful work, document falsification, sham arrangements, fraud, evasion, trafficking or other illegal activity.
• Where there is an immediate risk of harm or serious safeguarding concern, stop the interaction if necessary and promptly escalate it to JAPAR through the designated safety channel.

6. Privacy, confidentiality and information security

Information obtained through Mentor Services must be treated as confidential unless it is already public, the mentee has authorised disclosure, disclosure is required by law, or disclosure is reasonably necessary to report a safety, fraud or legal concern to JAPAR or a competent authority.

Mentors must use personal data only for legitimate purposes connected with the Mentor Services, collect no more than reasonably necessary, keep it secure, avoid exporting or copying it unnecessarily, and delete it when no longer needed. Any suspected loss, unauthorised access or disclosure of mentee data must be reported to JAPAR without undue delay and, where practicable, within 24 hours of discovery.

7. Platform-first service and non-circumvention

Where a mentee is introduced to a Mentor through JAPAR, the Mentor must not intentionally divert that mentee to an off-platform paid engagement for the purpose of avoiding JAPAR fees or safeguards. This restriction applies during the Mentor’s active relationship with JAPAR and for 12 months after the relevant introduction, to the extent permitted by applicable law.

This clause does not prevent genuine pre-existing relationships, ordinary networking, free social interaction, or services that JAPAR has expressly approved to occur off-platform.

8. Quality assurance and reviews

JAPAR may use booking data, user feedback, complaint history, verification outcomes and platform activity to assess service quality. Automated tools may assist with triage, pattern detection and summaries, but significant enforcement decisions should be subject to appropriate human review where required by law or JAPAR policy.

Mentors must not manipulate reviews, offer undisclosed incentives for positive ratings, retaliate against reviewers, or arrange fake bookings or reviews.

9. Incident severity and response

10. Remediation, suspension and termination

JAPAR aims to use proportionate measures. Depending on severity, frequency and risk, measures may include coaching, a corrective-action request, profile changes, reduced discoverability, temporary booking restrictions, refund or payment adjustment where contractually permitted, suspension, or termination.

JAPAR may act immediately where reasonably necessary to protect users, comply with law, preserve evidence, respond to fraud or security concerns, or protect the integrity of the platform.

11. Mentor autonomy

Nothing in this SLA obliges the Mentor to work fixed hours, accept a minimum volume of bookings, work exclusively through JAPAR, or obtain JAPAR’s permission to provide services elsewhere. The Mentor controls when they make themselves available and whether they accept a booking, subject to honouring commitments once accepted and the Mentor Terms and Conditions.

12. Continuous improvement

JAPAR may offer optional training, mentor academies, badges, templates, AI assistance and quality insights. Participation is voluntary unless a specific programme is expressly stated to be a condition of a badge, category, safety remediation or continued access to a particular feature.

13. Contact and escalation

Operational support: japar@japar.org | Trust & Safety: admin@japar.org | Data protection: admin@japar.org

Signature and acceptance

By signing below, the Mentor confirms that they have read, understood and agree to be bound by this Mentor Service Level Agreement, including any schedules incorporated into it.

Electronic acceptance, including an in-platform “I agree” action, may constitute signature where permitted by applicable law.