Cancellation and Rescheduling Policy
We understand that plans can change at that, from time to time, lessons may need to be cancelled or rearranged. We aim to apply this policy fairly and reasonable. We appreciate that unexpected situations can occur, and we encourage students, parents/guardians and tutors to communicate openly whenever difficulties arise.
By giving as much notice as possible, we can work together to minimise disruption and ensure that valuable lesson time is used effectively.
Notice Period
We kindly ask for at least 24 hours’ notice when cancelling or requesting to reschedule a lesson.
Providing sufficient notice allows the tutor an opportunity to offer the lesson time to another student and helps ensure that everyone’s time is respected.
Charges
Lessons cancelled with at least 24 hours’ notice will normall not incur a cancellation charge.
Where less than 24 hours’ notice is provided, the lesson may be charged at the full lesson rate, unless the circumstances fall under our Genuine Emergency Policy, outlined below.
Any applicable cancellation charge will be communicated clearly to the bill payer.
Communication
All cancellations and requests to reschedule should be communicated to Soaring Minds Tuition using ENTER EMAIL ADDRESS.
A message should not be assumed to have been received unless an acknowledgement or response has been provided.
Rescheduling
Where appropriate, a cancelled lesson may be rescheduled to another mutually convenient time.
Rescheduled lessons are subject to the tutor’s availability and should ideally take place within an agreed period. Repeated requests to reschedule at short notice may be treated as cancellations and may be subject to the applicable cancellation charge.
Late Arrival
Students are expected to arrive and be ready for their lesson at the agreed start time.
If a student arrives late, the tutor will remain available to the scheduled lesson time, but the lesson may still finish at the original agreed end time. Additional time cannot usually be guaranteed to make up for a late arrival.
If the tutor is able to extend the lesson without affecting another appointment, they may do so at their discretion.
No-Shows
A no-show is when a student does not attend their scheduled lesson and has not provided prior notice.
No shows may be charged at the full lesson rate. Soaring Minds Tuition will wait until the scheduled end time before concluding that the student will not attend.
If you are unable to attend, please let Soaring Minds Tuition know as soon as possible, even if the lesson is due to start shortly.
Tutor Cancellation
Soaring Minds Tuition may occasionally need to cancel or rearrange a lesson.
If the tutor needs to cancel, they will provide as much notice as reasonable possible. The lesson will either be rescheduled at a mutually convenient time or refunded/credited, as appropriate.
Students will not be charged for a lesson cancelled by the tutor.
Genuine Emergencies
We recognise that genuine emergencies and unforseen circumstances can happen.
Where a student or tutor is unable to attend due to a genuine emergency, the usual cancellation charges may be waived, at the tutor’s reasonable discretion.
Examples may include, but are not limited to, sudden illness, family emergencies, or other circumstances that could not reasonable have been anticipated.
We ask everyone to communicate as soon as they are safely able to do so.
Online Lessons and Technical Difficulties
Online lessons rely on a stable internet connection and suitable equipment. Customers are responsible for ensuring that they have access to a suitable device, internet connection, and the required software or platform before their lesson begins.
If technical difficulties occus, both the student and tutor should make reasonable efforts to resolve the issue promptly.
Where a technical problem prevents the lesson from taking place, the tutor may offer to continue the lesson at another time or reschedule it, depending on the circumstances.
If the problem is caused by the tutoring platform, tutor’s equipment, or the tutor’s internet connection, the student will not normally be charged for a lesson that cannot reasonably be delivered.
Where the issue is caused by the student’s equipment, internet connection, or failure to access the lesson platform, the lesson will normally be rearranged at the tutor’s discretion.