Terms and Conditions

We want all of our lessons to be a safe, inclusive, and valuable educational experience where students feel respected, supported, and encouraged to reach their full potential. To ensure this, the following terms apply to all participants.

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1. Cancellations & Absences

1.1 Student Absence

Sickness happens! If a student is unwell or unable to attend, please notify us via email by 7:45 AM on the day of the lesson. Failure to do so may result in the lesson being forfeited. Provided the required notice is given, the lesson can be rescheduled.

1.2 Tutor Absence

If we need to cancel a lesson due to illness or unforeseen circumstances, we will notify you via email by 7:00 AM on the day of the lesson. Any cancelled lesson will be rescheduled at a mutually convenient time.

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2. Verification & Access

2.1 Student and Parent/Guardian Verification

For safeguarding purposes, both the student and a parent/guardian must be verified in the Zoom waiting room before the first lesson. Cameras must be switched on for this verification process.

2.2 Denied Access

If verification is not possible, we reserve the right to deny access to the lesson without a refund.

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3. Camera Use

We understand that students may not always wish to use their camera during lessons. While we encourage camera use, it is not mandatory. However, cameras must be switched on for identity verification at the start of each session.

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4. Behaviour Expectations

4.1 Respectful Behaviour

We expect respectful behaviour at all times. Inappropriate behaviour may result in removal from the lesson without a refund. Examples include:

• Use of offensive or inappropriate language (swearing, hate speech, discrimination).
• Disruptive behaviour (interrupting, refusing to engage, being rude).
• Sharing inappropriate images, messages, or links.
• Any form of bullying, harassment, or disrespect towards the tutor or other students.

4.2 Safeguarding

As qualified teachers, we have a duty of care to ensure student safety. If a student discloses or exhibits behaviour indicating harm to themselves or others, we may be required to report this to the appropriate authorities.

A full safeguarding policy is available in the footer of our website.

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5. Refund Policy for Lesson Packages

We aim to be fair while ensuring the sustainability of our tutoring services.

5.1 Refunds Before the First Lesson

If you cancel your package before attending any lessons, you are eligible for a full refund, minus a 5% processing fee to cover transaction costs.

5.2 Refunds After Lessons Have Started

If you have attended lessons, refunds will be calculated as follows:

• Attended lessons will be charged at the full single-lesson rate (not the discounted package rate).
• The remaining balance will be refunded, minus a 5% processing fee.

5.3 No Refunds for Missed or Late Cancellations

Missed lessons without the required notice (see 1.1) will not be refunded or rescheduled. Emergency situations will be considered on a case-by-case basis.

5.4 Expiry of Packages

Lesson packages must be used within 1 year of purchase. Unused lessons beyond this period are non-refundable.

5.5 Exceptional Circumstances

If unforeseen circumstances prevent you from continuing, please contact us. We will review requests on a case-by-case basis.

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6. Lesson Package Transfer & Expiry Policy

We offer flexibility for families who purchase GCSE revision lesson packages but are unable to use all booked lessons before exams.

6.1 Lesson Transfers to Siblings

• Any remaining lessons in a package can be transferred to a sibling, regardless of Key Stage.
• The transferred lessons must be used for a subject we tutor.

6.2 Gifting to Other Family Members

• Parents may choose to gift unused lessons to another family member.
• Please email us the recipient’s details so we can issue a coupon code for the remaining lessons.
• The recipient must register on our website and agree to the lesson terms before scheduling lessons.

6.3 Use Before Expiry

• Lesson packages are valid for 1 year from the purchase date.
• Unused lessons cannot be carried over beyond this period unless exceptional circumstances apply.

6.4 Refunds & Exchanges

• Refunds follow the policy outlined in Section 5.
• Packages cannot be exchanged for other services.

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7. Satisfaction Guarantee

We strive to provide high-quality tutoring that meets your expectations. If you are dissatisfied after your first lesson, you may request a refund for the remaining lessons in your package. To be eligible:

• You must submit your refund request within 24 hours of your first lesson.
• Refunds will be processed as outlined in Section 5 (attended lessons are charged at the single-lesson rate).
• Beyond the first lesson, refunds for dissatisfaction are not guaranteed but will be considered on a case-by-case basis.

We encourage open communication to address concerns and adjust our approach to better support your learning needs.

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By booking lessons with us, you agree to these Terms and Conditions. If you have any questions, please get in touch.

Thank you for choosing Trail Alexander!