FAQs & POLICIES
PAYMENT, POLICY & INFORMATION UPDATE
Please note pricing is not fixed and may change. All parents will be informed of this beforehand via email. You will have enough time to reach out and discuss if need be and will get two reminders via email. One, notifying you of the date of price change, and a second notification nearing the date of change. If we do not hear from you before the allocated date, the invoice with new fees plan will be sent out.
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Invoices will be sent 20th of every month which will give you enough time to make payment.
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Please note all communications with regards to pricing, invoices and policy updates will be sent via email ONLY. Therefore, it is very important to open all emails sent from us.
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We do not take responsibility if changes are made and you have not read our emails.
CANCELLED AND MISSED SESSIONS
A two day notice is required and the rescheduling of a lesson must be booked within the same month.
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When booking holidays, please provide your teacher with a one month notice so they do not create lesson plans for that month. If the teacher is let known late and lesson plans are made, you will be charged for the whole month (with or without sessions) and we will expect for you to pay.
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Please also note if at any time you would like to end sessions fully a two month notice period has to be given to the teacher. Failure to do so will result in a late cancelation fee of £50.
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The above is put into place to ensure all students who are on the waiting list, can get a fair chance to enroll with us and by letting us know late of any changes will mean you are not giving others a chance to learn.
Fees are non refundable, therefore if a session is missed, you will still be charged and lessons will not be added to the month.
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Please respect the time and efforts our teachers are investing to help your child and be mindful of their time.
PLANS & TRIAL SESSIONS
Plans are not fixed. We are happy to discuss and cater for your child's needs. For example, you are able to choose the option of having sessions at 30 or 45 minutes. However, an hour is the best option for most students.
WORKING HOURS
LEARNING DIFFICULTIES & DISABILITIES
Please note all sessions that are conducted with children and young adults with learning disabilities, will require a carer or guardian to be present at all times. If not in the room then in the vicinity of where the students are learning.
This will allow for the safety of all our students.
We conduct sessions online via ZOOM and ask for parents/guardians to keep their phone nearby. In case of any emergency, we will call you first to attend to your child. We will NOT take any responsibility should anything happen. Please make the relevant accommodations beforehand.
If there is an alternative number you would like for us to call, please provide that to us by emailing with the title 'Information update'.
PAYMENT PLAN
All sessions are charged on a monthly basis which is to be paid in advance and prior to the start of the first session. If payment is not made before the first session of the month, it will not go ahead and you will still be charged.
ARRIVING LATE
All students are to arrive at their session on time.
Should you arrive late, we will keep zoom open for 10 minutes only. After 10 minutes the zoom session will close and you will be charged.
In the case of our students who have learning disabilities, it is their carer or guardians responsibility to ensure students arrive on time.
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In the rare occasion that a teacher arrives late due to technical/networking issues, either the student or carer/guardian will be informed of this and the time lost will be added on.
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If there are any technical issues on the students end, we urge them to reach out to us, by letting us know they will be running late. We may even be able to help you navigate zoom.
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We understand that our students who have special needs and certain disabilities, due to this may not be able to finish a lesson that has been started. For example, they may fall ill suddenly and may need to take rest and leave the session. If this circumstance arises, please note the remainder of the lesson will need to be booked on another day other than the day that is normally allocated to your child.
For example, if 30 minutes of the session has been missed and your child has sessions every Friday with us, you will need to book the remaining time on any day from Monday - Thursday. We will try our best to accommodate you. Please reach out to the tutors and check availability.
Please note our working hours for UK students is Monday to Friday from 10AM to 6PM. We do not respond to any emails or messages sent to us after 6PM. If you are trying to reach us and it is urgent, please email us via our submissions form with the title 'urgent'. We will try out best to respond as soon as we can.
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If it is not urgent, we will get back to you within 3 working days. We appreciate your patience during this time.