Client Policy

Adopted by Driven Tutors on 1st of September 2024

Making the most out of the sessions

Ensure that the student establishes the following before the start of the session:

• There is a strong Wi-Fi connection
• They have logged into their skype account
• They have writing equipment available (e.g. pen and paper, or iPad and stylus)
• (For Maths and Sciences) They have a calculator within reach
• Their microphone is working properly
• They are in a quiet space where they are allowed to speak at a regular volume.
• Their phone is on silent or turned off

Although not mandatory, it’s advised that the student:

• Has drinking water available within reach.
• Wears earphones or headphones during the session, so that tutor is able to hear the student clearly, and other students are not distracted by background noise

Ensure that they join the class on time (i.e. soon after the call starts).

The homework set by the tutor must be completed for the next session. The tutor will only provide feedback on homework received before the set deadline.

Payment and Refunds

Payment for all courses is mostly up front, however payments can be made in monthly or termly instalments. Once the payment is made, the student will then be provided with details of the Video conferencing platform in which the sessions would take place (with the tutor for 1:1, or with the tutor and fellow group members for group sessions). Failure to pay for a session in time would result in the student not being added onto the group, and thus not being able to take the sessions.

Referrals have to be made at the client's discretion, referrals will only be accepted if the referred lead gives both the parent’s full name and the child's first name that attends our session.

Instalment payments are usually taken on the first Monday of every month for Term time classes (September - June), except for the month of December payment will be taken during the mid of December. The payment deadlines will be notified to the parents and will need to be paid without delay before the set deadline.

We require a minimum term basis commitment for our term-time lessons, no refunds are given after the 2 week period, if you wish to cancel after the 2 week period please note NO refunds will be given for the remainder of the term/monthly cost. Cancellation for ONLY one-off, yearly or term time payments, within 2 weeks means you will be charged at the monthly cost for 2 weeks with the remainder for that term being refunded.

Parents requesting a refund after making a payment, but without attending any sessions, will be charged a 10% administrative fee. This fee covers processing costs, including time spent and platform fees. The charge is also applied due to reserving a space that could have been offered to other students, as well as the arrangements made to ensure your child receives the best quality service during our term-time classes.

No refund will be given if the student has enrolled onto holiday course or mock examinations

Course credit earned must be used within the same academic year and will not carry over to the following year. Any unused course credit by the end of the academic year (31st of August of every year) will become void.

We accept the following reasons:

• You are unsatisfied with the programme, stating a reason why, which will be reviewed.
• The student has moved to a country with a significant time difference, so the tuition doesn’t align with their schedule anymore.*
• An urgent scenario at school has resulted in an end of year exam being cancelled. *
• The student has been sent to hospital for an extended period of time, or has been diagnosed with a long-term illness *

* The parent/guardian (or if neither option is viable, the student) would need to provide evidence for these, such as proof of residence for the new country, an email and a doctor’s note respectively.

Free Consultation, Deposits & Charges

Before a student enrols to a programme (term time or holiday courses), the students have an entitlement to a consultation. A deposit of £10 charged at the time of booking a free consultation. Refunded upon future course purchases.

The company reserves the right to withhold all deposits if the booked free consultation is not attended, unless an unavoidable mishap has occurred directly affecting the student.

Absences and rescheduling

• All sessions come with a recording, therefore if your child is unable to attend the session, they will have access to the lesson recording for 3 months after the publication of the video.
• The company reserves the right to alter courses or programmes, tutors or speakers, dates or locations and/or to cancel or change lessons at its discretion.
• Students on 1:1 courses will be permitted to reschedule their lessons a maximum of 2 times per term, any rescheduling beyond this will be charged a further £10 per session rescheduled. We require a minimum of 24 hours’ notice of absence from class by phone, email, text message or in person, for the student to be entitled to a lesson rearrangement. The notice can be made within 24 hours if it has been made for the following reasons:

• The student has received an illness or injury within that time
• One of the student’s close friends or family members has received an illness or injury within that time
• The building in which the student was planning to take the session in has been evacuated
• There has been over 30 minutes’ worth of transport delay on the way to the building in which the student was planning to take the session in

Behaviour

• Any misbehaviour will be reported to parents/guardians after the class in which it occurred, and will count towards 1 warning. If 3 warnings occur, the tutor will have the right to end the sessions. Please check the Code of Conduct to understand further about how children should behave in the sessions.
• Driven Tutors also reserves the right to refuse disruptive and uncooperative parents/carers if they are repeatedly abusive.