Frequently asked questions
What is Quelo?
Quelo is an AI study companion built for the Australian curriculum, for students in Years 7–12. Your child can work through subjects, ask questions, and get help in a guided, age-appropriate way. It's designed to support learning — not to replace teachers — and it's built with your child's safety and privacy as a priority.
How is Quelo different from a free chatbot or a generic AI tool?
A general-purpose chatbot will just give your child the answer — which doesn't help them learn. Quelo is built for learning: aligned to the Australian curriculum, it teaches step by step and gets your child to do the thinking, with guardrails appropriate to the age group. It also has built-in wellbeing safeguards and is built privacy-first, with your child's data kept in Australia — things a generic tool isn't designed to do.
Why an AI tutor instead of a traditional face-to-face tutor?
A good human tutor is wonderful — and usually expensive, booked in advance, and limited to an hour here and there. Quelo is there whenever your child sits down to study — after school, late before a test, on a Sunday — at a fraction of the cost of regular private tutoring, with no booking and no travel. It's not meant to replace a great teacher or tutor; it's the always-available study companion in between, that keeps pace with your child and never runs out of patience.
What subjects and year levels does Quelo cover?
Quelo is built for the Australian curriculum, Years 7 to 12, and currently covers Maths and English. It adapts to your child's year level and works through topics step by step rather than just handing over answers.
How does Quelo look out for my child's wellbeing?
Quelo is a tutoring service, and part of caring for students is paying attention to signs that a child may be struggling or unsafe. As your child works with Quelo, an automated system reviews what they type for signs of distress or risk — things like a child expressing they want to hurt themselves or that something is wrong.
This is a standard, built-in part of how Quelo works — it's there to keep your child safe, so it isn't an optional setting that can be switched off. We pay attention only to keep students safe and well; we never use what we notice for advertising or for any unrelated purpose.
If the system notices something that looks like a genuine concern, a trained person at Quelo reviews it, and we get in touch with you so you're aware and can support your child. If a child appears to be in immediate distress, Quelo also shows them support options on screen straight away.
A few important things to understand: this is an automated safety feature, not a counselling service, a diagnosis, or a replacement for professional help. It can miss things and it isn't a substitute for your own attention as a parent. If you're ever worried about your child, please reach out to a professional — and in Australia you can contact Kids Helpline on 1800 55 1800, Lifeline on 13 11 14, or Beyond Blue on 1300 22 4636 at any time.
How much does Quelo cost, and what's included?
Quelo has two plans:
- Individual — $49.99/month — for one child.
- Family — $74.99/month — for two or three children.
Every plan includes full tutoring across the subjects we cover, quizzes to test your child's understanding, study notes to revise from, each child's own login, and the built-in wellbeing safeguards. It's month to month with no lock-in, paid by card or direct debit from an Australian bank account, and you can cancel any time.
I have more than one child — is there a family plan?
Yes. The Family plan ($74.99/month) covers two or three children, each with their own login and their own progress. The Individual plan ($49.99/month) is for a single child. The price is the same whether your Family plan has two children or three — it's a flat plan price, not per child. If you're on Individual and want to add another child, you can switch to Family from your Parent Dashboard when you add them.
How does the free trial work — will I be charged automatically?
Quelo always starts with a free trial. You add a payment method — a card, or a direct debit from an Australian bank account — when you register, so there's a payment method on file, but you're not charged during the trial. Your first payment is taken on the 15th of the month after the trial (always at least 14 days after you sign up), and it converts automatically unless you cancel before then. You generally won't need to re-enter payment details unless your card or bank account changes.
Life happens — can I pause my account?
Yes. If you need a break — school holidays, exam season, travel, or just a quiet month — you can pause your subscription instead of cancelling. Pausing suspends billing for a set period (4 or 8 weeks) and keeps everything: your account, your children, and all their progress. It resumes automatically when the pause ends, so there's nothing to set up again. You can pause from your Parent Dashboard, under the Subscription tab.
Can I cancel any time? What about refunds?
Yes — there's no lock-in, and you can cancel any time from your Parent Dashboard, under the Subscription tab. Cancelling stops future billing, and you and your children keep access until the end of the paid period (the next 15th). Payments already processed are non-refundable, except where the law requires otherwise — so if you cancel on or after the 15th, that month has already been billed and isn't refunded, but you keep access for the rest of it.
Who controls the account — me or my child?
You do. As the parent or guardian, you are the account holder: you set up the account, manage billing and settings, and control your child's profile. Your child has their own separate login to use Quelo, but the account itself — and the important decisions about it — stay with you.
How do I add or set up a child?
In your Parent Dashboard, open the Child Account tab and choose to add a child. You enter their first and last name, year level, and state, and you pick a password for them. We create the child's login and email the username and details to you (not to the child), and they sign in with that username. Subjects (Maths and English) are set automatically. Adding a child needs a Family plan. If you're on Individual, you can switch to Family when you add your second child from your Parent Dashboard.
How does my child log in?
Your child signs in on the Student tab of the login screen using a username — not an email address. When you add a child, you choose their password, and Quelo emails the login details to you, the parent — so you have everything to get your child set up. If your child forgets their password, they can't reset it themselves; you reset it from your Parent Dashboard under the Child Account tab.
How do I reset a password?
Your (parent) password: on the login screen, use the "Forgot password" link on the parent tab, enter your email, and follow the link we send you to set a new one.
Your child's password: children sign in with a username, not an email, and can't reset it themselves — they'll be told to ask you. You can reset it from your Parent Dashboard: open the Child Account tab and use "Reset password."
How do I see my child's progress?
Two places: the Progress tab of your Parent Dashboard shows a quick summary — year level, state, total sessions, topics done, and your child's most recent session with its summary. For more detail, the Progress page shows sessions and quizzes this week / all-time / best week against weekly targets, a streak, curriculum coverage by subject, and per-topic cards with a confidence rating, quiz score (out of 8), and status. (Quelo doesn't show session transcripts or time-studied — the progress view is summaries and scores, not a log of what was typed.)
How do I pause or cancel my subscription?
Both are in your Parent Dashboard, under the Subscription tab.
Pause — choose Pause subscription, pick a reason and a duration (4 or 8 weeks), and confirm. Billing is suspended and your account, children, and all progress are kept; it resumes automatically on the resume date.
Cancel — choose Cancel subscription, pick a reason, and confirm. Future billing stops, you keep access until the end of the paid period (the next 15th), and your progress data is retained for 90 days after access ends.
How is my child's data handled?
Your child's session data is stored in Australia. We're built to collect as little personal information as we reasonably can, and to protect what we do hold — for example, welfare-related records are kept in a de-identified form, and the most sensitive details are encrypted. We don't sell your data, and we don't use it for advertising. For the full detail of what we collect, how we use it, and the limited cases where information is shared with service providers, please see our Privacy Policy.
How do I get help or contact Quelo?
Email us any time at support@quelo.com.au and we'll get back to you. You can also find answers on this FAQ page.