The Fine Print – What You Need To Know


Please take the time to review 'The Way We Work', an essential read for every parent partnering with us on their child's educational journey. We believe in maintaining a transparent, open dialogue with you - after all, it takes a village to raise a child, and we're honoured to be a part of your village.

In these terms, you'll find clear, straightforward details about the rights and responsibilities that define our partnership. We understand that as a parent, ensuring the best for your child is your top priority, and it's ours too.

Like any educational or childcare institution, we encounter operational costs necessary to provide top-notch tutoring services. These include facility leasing, administrative support, insurance, educational software, and compensating our dedicated tutors — who are committed to your child's learning progress, regardless of attendance.

Term start and end dates

Our tutoring term schedule coincides with the official school term dates set by the retrospective State and Territory Governments, typically spanning 10 weeks. However, we acknowledge that some schools may follow alternative schedules. To facilitate and simplify our planning, we have opted to align our operations with the government's school term dates.

  • Lessons are offered on a term-by-term basis. You are welcome to start at any point during the term; however, should you choose to withdraw, we require 2 weeks' written notice. Failure to provide such notice will result in the forfeiture of the fees for the remaining sessions within the term.
  • Each term, we ensure that each student is scheduled for at least 10 tutoring sessions.
  • Our sessions are systematically scheduled from the first week of the term and conclude in the tenth week.
  • Should your child commence or conclude their school term on dates that deviate from the standard term schedule, we kindly request a notice of at least 48 hours prior if you need to cancel or reschedule a session to prevent the loss of the session.
What happens if my child is sick or we need to cancel?

We get it, life happens and plans change. That's why our cancellation policy is all about giving you flexibility while making sure we keep our tutoring top-notch for your kids. To ensure fairness and maintain a structured scheduling system that benefits all our students and tutors, we kindly ask you to adhere to our cancellation policy outlined below.

To avoid forfeiting a tutoring session, please ensure to give us a minimum of 24 hours. This advance notice grants us the chance to propose a makeup session, subject to availability.

Are there any exceptions

In certain circumstances, such as illness, a credit for a missed session may be offered if you:

  • Provide a doctor's certificate and;
  • Give at least 24 hours' notice before the session.
What happens if you cancel? (Tutor Cancellation)

Occasionally, circumstances beyond our control such as a tutor's illness, university examinations, or location-related issues may necessitate the cancellation of a session.

If a tutor needs to cancel a scheduled tutoring session with more than 24 hours’ notice:

  • We will provide the opportunity to reschedule the lesson at a convenient time for both the student and the tutor without any additional charges.

In the rare event that a tutor must cancel with less than 24 hours’ notice:

  • The student will have the option to reschedule the session, subject to the tutor's availability.
  • Should rescheduling not be possible or preferred, we will apply the credit for the missed session towards future sessions.
  • Additionally, the student has the option to request a full refund for the cancelled session. The refund process will be initiated promptly.
  • In case of repeated cancellations by a tutor, we will take appropriate measures to ensure the reliability of our services. This may include assigning an alternative tutor to guarantee the continuity of learning.
How do public holidays and pupil-free days’ work?

For sessions that fall on public holidays or pupil-free days, as per the Government school term calendar, we will proactively communicate any schedule changes to you. Rest assured, we will diligently try and reschedule sessions at a time that suits you best, without any penalty.

  • Sessions falling on public holidays will automatically be rescheduled or offered as a makeup.
  • For pupil-free days, please inform us at least 48 hours in advance if you wish to cancel or reschedule, to avoid forfeiting the session.
Can I get a makeup session?
  • If you cancel with more than 24 hours' notice and we have available slots, you may be offered a makeup lesson.
  • The ability to provide a makeup session is contingent upon availability and is not guaranteed. Although we don’t guarantee a make-up session, our team will do their best to find you an available spot. We make an effort because we understand that lessons are important to you, and they are to us as well.
  • Make-up lessons must be used within the same term in which the original session was scheduled. Unfortunately, we cannot credit, refund, or roll over any cancelled sessions into any future terms.
  • Where possible, we will endeavour to provide you with a makeup session with your regular tutor or paired tutoring partner, although this cannot be guaranteed.
  • Please reach out to us if you desire a makeup session during the term and we will try our best to accommodate your availability.
How do I pay my fees?
  • Our fees are based on a minimum of 10 sessions scheduled per term for each student.
  • You are required to prepay your fees upfront or opt into the Auto Payment direct debit program.
  • Sessions cannot commence until the receipt of prepayment or enrolment into the Auto Payment program.
  • To ensure your scheduled session times and days, fees must be paid in advance or enrolled in the Auto Pay program.
What happens if I need extra time to pay my fees?
  • We understand that sometimes, financial circumstances can change, making it challenging to meet payment deadlines. If you find yourself needing extra time to pay your fees, please contact us as soon as possible.
  • We endeavour to work with our students and their families to find flexible payment solutions that can help manage the payment of fees more comfortably.
  • Options for extended payment deadlines or instalment plans may be available on a case-by-case basis.
  • It's important to communicate with us early to explore what accommodations can be made, ensuring that your learning experience is not interrupted.
What's your refund policy?

If you need to cancel your term enrolment and have paid in advance, we offer refunds for the unused sessions, provided you give us at least 2 weeks' written notice. Additionally, in the unfortunate event that your child faces long-term medical issues preventing them from participating in online tutoring, we will offer you a refund or credit.

How does the 30-day money-back guarantee work?

Our commitment to your child’s educational success is backed by our 30-day money-back guarantee. We are confident in the quality of our tutoring services, but we understand the importance of finding the right fit for your child's unique learning needs. Here’s how our guarantee works:

  • Opportunity for Change: Before requesting a refund, we ask that you allow us the chance to reevaluate and change your child’s tutor. This ensures that any issues might be resolved with a tutor better suited to your child’s learning style and needs.
  • Feedback Requirement: If, after the change, you still believe our services are not the right fit, we are open to processing a refund. All we ask is for your proactive feedback on what didn’t work for you and your child. Your insights are invaluable for us to improve and better serve our students and their families.
  • Refund Eligibility: To be eligible for the 100% refund, you must request it within 30 days from the start of your term enrolment, after allowing us to address your concerns with a new tutor and providing the requested feedback.
I have questions

If you have any questions or need further clarification about our cancellation policy, please do not hesitate to contact us. Our team is here to support you and ensure a rewarding learning experience for your child.

Thanks for trusting us with your family's tutoring. We appreciate your business and are here anytime you need additional support or help.