Contact Us & Our Terms

1. Payments

• All lessons must be paid for in advance.

• Payments are usually made through our website.

• For face-to-face lessons, payment on arrival may be agreed in advance.

• For local clients, payment may also be collected in person by prior arrangement.

• After the initial 30-minute consultation, no further lessons will take place until payment has been received.

• Block bookings and Flexi Time Packs must be paid for in full unless a payment plan has been agreed.

• Online payment plans may be available through providers such as Klarna or Clearpay.

• In-person payment plans can be discussed with us directly, but lessons will only take place once payment terms are agreed and up to date.
   

2. Cancellations & Rescheduling (Individual Lessons)

Client cancellations

• 24 hours’ notice:
  Lessons cancelled with at least 24 hours’ notice can be rescheduled or refunded.

• Same-day cancellations:
  Same-day cancellations are absolutely fine as long as we are notified, ideally at least one hour before the session. These lessons can be rescheduled, but not refunded.

No notice / no communication:

• If a student does not attend and we receive no communication, the lesson will not be refunded, but it can be rescheduled.

No-shows

• If a student does not attend, we will remain in the session for approximately 10 minutes and attempt to make contact.

• If no contact is made, the lesson will be closed.

• No-show lessons cannot be refunded, but may be rescheduled.
   

3. Tutor-Cancelled or Disrupted Lessons

If we cancel a lesson, the client may choose:

• A rescheduled session, or

• A full refund for that lesson.

• We will always give as much notice as possible.

Disruptions

• If a lesson is disrupted due to technical issues on our side (for example, power or internet failure), any lost teaching time will be rescheduled beyond 10 minutes.

• Lessons are planned around approximately 50 minutes of focused teaching time, with a small buffer for pre-lesson and post-lesson discussion.
   

4. Block Bookings (e.g. 10-Lesson Packs)

• Block bookings can be cancelled at any time.

• Clients may request a refund at any point.

If a block booking is not fully used:

• Any lessons already delivered will be recalculated at the standard hourly rate for the relevant key stage.

• The remaining balance will then be refunded.

• Block booking discounts only apply if the full block is used.

• Block bookings do not expire, but must be used within one full year from the date the first session is delivered.
   

5. Flexi Time Packs (12-Hour Flexible Packs)

• Flexi Time Packs are designed to be shared and flexible.

• Flexi packs can be used by any learners, including siblings, friends, or family members.

If a Flexi Time Pack is cancelled before all hours are used:

• Each delivered hour is charged at the standard hourly rate for the key stage of the learner who received that hour.

• Any remaining balance is refunded.

• If a session includes an additional learner, this is charged at a flat rate of £15 per additional learner per session, regardless of key stage.

• Any unused Flexi Time Pack hours are refunded after recalculation as above.

• Flexi Time Packs follow the same academic-year usage window as block bookings.
   

6. Refund Method

• Refunds will be made using the original payment method wherever possible.

• Refunds are processed once recalculations (if applicable) have been completed, and an admin charge of 2.3%+20p will be charged as this is the administration cost of all transactions.
   

7. Ending Services

• Either party may end the arrangement at any time.

• We reserve the right to end services with 24 hours’ notice.

If services end before paid-for hours are used:

• Any unused hours will be fully refunded in full, subject to the same administation rules outlined above.
   

8. Our Commitment

• We aim to treat all families fairly and reasonably. This policy exists to ensure clarity, not to penalise families. If something unexpected happens, we will always try to work with you to find a sensible solution.

• If you have any questions about this policy, please contact us before booking.