Fees are payable in advance for the number of hours booked. You can make a saving by pre-booking a greater number of hours than the minimum number, but these must be pre-paid.
The deposit can ONLY be paid by card (all common credit and debit cards accepted, excluding AMEX). Business clients/companies can be invoiced by arrangement, but payment must still be received before classes can start.
The balance of fees may be paid by card, bank transfer or cheque.
Payment of the deposit indicates your firm intention to take a course with us and is non-refundable unless we fail to find you a suitable teacher within 10 clear working days of the day the deposit is taken. In this case, if you do not wish to wait, your deposit will be refunded in full.
Fees may be altered at any time, though not for hours already paid for.
Fees are strictly non-refundable, so please make sure you are committed to the hours you have booked.
We aim to keep you with the same teacher throughout your course, unless you are dissatisfied for any reason (see below). However, sometimes it may be necessary to change your teacher.
If you are not satisfied with your teacher, you should advise us. We will try to resolve minor issues, but where you feel that only a change of teacher can remedy matters we will organise this.
You should use hours booked within a reasonable period. Usually we would expect you to have at least one lesson per week, but we allow for holidays/work commitments and apply the rule that 12 hours (if 1and a half or hourly sessions) should be used within 16 weeks of booking, with the same rule applied pro-rata to different numbers of hours booked. You should keep track of your own lesson schedule/expiry of hours. Once the expiry date has passed, there will be no obligation on us to provide lessons, though we will act reasonably in unusual cases and may grant an extension or, in rare cases, ex-gratia refunds, at our absolute discretion.
While many teachers are DBS-checked and all are carefully interviewed, it is not always possible to get a full CRB check. There should always be a responsible adult in attendance in these cases while lessons are taking place. You are welcome to sit in on sessions to reassure yourself.
We offer a flexible service, and, provided you give 2 full, working days' notice, you may re-schedule lessons without loss of fees. To avoid any dispute/confusion, you are advised to do this via us (we will inform the teacher). If you reschedule with less than 2 days' notice, the teacher has the right to claim for the lessons, so you will lose the affected hours (maximum 1.5 hours). The teacher may waive this right, at their discretion.
If the teacher contacts you to change lessons, you will of course keep the lesson time, to be used on another occasion. Please advise us if the teacher reschedules in a way that inconveniences you so that we can take this up with the teacher.
While we understand you get to know your teacher and may exchange contact details and liaise with them, we are always here to help and advise you to contact us to advise of lesson postponements etc. Teachers are not allowed to make private arrangements with clients, so please avoid any embarrassment or difficulty by not making such requests.
Teachers may take holidays, though usually only for short periods. If this causes you inconvenience, please let us know. We may be able to organise a stand-in teacher. Our teacher lesson-logging system means that it's easy for any stand-in teacher to read up on what you have been working on.