September 2024
1. Scheduling Lessons
- First Steps: To proceed with lessons, please:
- Purchase Time: Visit our website to select and purchase the appropriate tutoring package.
- Set a Default Lesson Time: Determine which days and times align with both your family’s schedule and our team’s availability. Please email us with a few options that work for your family. Once agreed upon, this will be the default time for your lessons.
- Tutorbird Portal: You can log in to the Tutorbird portal to review session notes, check your account balance, and review your tutoring schedule.
2. Cancellation Policy
- Notice Requirement: If you need to cancel a session, please notify the teacher as soon as possible. A minimum of 3 hours‘ notice is required before the scheduled start time. Less than 3 hours notice will result in the session being billed.
- Repeated Cancellations: While we understand that unexpected events may occur, frequent cancellations or rescheduling may lead to a conversation about adjusting the lesson time or assigning a different teacher to better suit your needs.
- Full Charge for No-Shows: If the client does not show up for the scheduled session without any notice, the full fee for the session is charged.
3. Refund Policy & Eligibility
- Refund Availability: Refunds are only available for packages purchased and requested prior to the completion of the first three lessons. If a refund request is made after the first three lessons of the package have been completed, no refund will be issued, and the remaining lessons will remain on your account as a credit. Refunds will only be provided for lessons which were not used.
- Credit Expiry: Any unused lessons or credit on your account must be utilised within one year from the date of purchase. After this period, the credit will expire and be forfeited. Credits issued are not redeemable for cash.
Refund Processing Fees
- Administrative Fee: All refund requests are subject to an administrative fee of $25.
- Transaction Fee: In addition to the administrative fee, a 2.9% charge will be applied to the total refund amount to cover processing fees.
Refund Request Process
- How to Request a Refund: To initiate a refund, please contact our administrative team via email or through the Tutorbird portal. Include your name, the student’s name, and the details of the package you wish to refund.
- Processing Time: Refunds will be processed within 10 business days from the date of the request. The refund will be credited to the original method of payment.
Non-Refundable Situations
- Post-Three Lessons: Refunds will not be provided after the completion of the first three lessons in a purchased package. The remaining lessons can be scheduled and used within one year, or they will expire as noted above.
- Expired Credit: Once the credit expires after one year, it cannot be reactivated or refunded.
3. Package Usage
- Expiration: All purchased time and packages must be used within one year from the date of purchase. Unused time after this period will be forfeited.
- Transfers: Unused lessons may be transferred to another member of your immediate family (e.g., siblings, parents, or children). The transfer must be requested by the original purchaser and approved by our administrative team and is subject to expiration of the original date of purchase.
4. Communication and Support
- Ongoing Communication: Please feel free to reach out to your tutor and/or our administrative team with any questions or concerns regarding the lessons. We aim to create a supportive environment that fosters our students’ growth and progress in French.
5. Payment and Billing
- Billing Cycle: Billing occurs based on the package selected and is managed through the Tutorbird portal. Please ensure timely payments to avoid interruptions in tutoring services.
6. Inclement Weather For In-Person Tutoring
Snowstorms & Other Weather Events: If school is cancelled, all in-person tutoring will proceed as scheduled online. A zoom link will be provided to you prior to your lesson. Regular cancellations policies apply on weather events.