Clear, simple, and to the point—just like it should be.
We believe understanding your tutoring setup should be simple. Here’s the lowdown on how things run—covering booking, payments, make-up sessions, and more.
School-aligned, set-and-forget convenience
Cancellation & rescheduling policy
Life happens—and we get it! If an event pops up or your schedule changes, just let us know as soon as you can.
Catch-up sessions: the fine print
Life happens—and we get it! If an event pops up or your schedule changes, just let us know as soon as you can.
Catch-up sessions are something extra we offer—they aren’t guaranteed and depend on our availability and capacity. These are not part of your regular scheduled lessons, and you can’t use them as credit for future lessons or fees. We’ll always try our best, but sometimes spots just aren’t open.
Because we don’t run large group lessons, our catch-up policy needs to be fair to all our families and tutors. Our tutors are paid regardless of whether your child attends, so we can only offer a make-up lesson if another family gives us enough notice to free up a slot for you. This approach is how we keep our prices low and continue to offer affordable lessons at our learning centres.
Flexible options for missed sessions
We try to meet you where you’re at—here’s how catch-ups work:
Catch-up session rules
Finding the right fit—Our tutor match policy
Not every tutor is perfect for every student, and that’s okay! If your child just isn’t vibing with their current tutor:
Automatic term bookings & direct debit
Taking a break for life’s big moments
Sometimes you just need to hit pause (like for illness or family emergencies). Here’s what to do:
Simple notice—no hassles
If tutoring isn’t working for your family anymore, just send us 14 days’ written notice. We’ll confirm when sessions finish and handle any final details so you can move on stress-free.
Options for every family
You can pay for your sessions in a way that works for you:
Avoiding Fees:
Make sure your payment details are up to date, and funds are available on payment day. If something changes, let us know quickly, and we’ll help. Any fees or charges for a failed payment (per your signed agreement) are your responsibility.
When refunds don’t apply
We want you to have peace of mind, but there are a few ground rules:
We aim to be fair and transparent—reach out if you’re unsure about how the guarantee works.
How we handle your data
We know your personal info is important, so we make data security a top priority. All your details are stored securely online—never locally or onsite. We use trusted platforms like Amazon Web Services through our lesson CRM software partners, and payments are processed through industry-standard payment systems to keep your info safe. We never store payment details ourselves, and we do our best to ensure your information stays private and protected.
Confidentiality promise
All your family’s info and student progress is kept 100% private. We never share your details, results, or contact info (unless you ask or the law requires).
Venues & safety first
All our venue partners have strong policies in place to ensure the highest level of safety and security for children and vulnerable people. We work only with venues that meet compliance standards, so you can be confident your child is in a secure environment. On top of that, we have our own safety processes, checks, and ongoing reviews to keep everything running smoothly and safely.
Safeguarding & student wellbeing
Your child’s safety is our number one priority. All tutors have valid Working With Children Checks and follow our strict safety standards. If you ever have concerns, let us know right away—we’ll act fast.
