These Terms and Conditions govern the provision of tutoring, mentoring, and education support services (“Services”) by Elevate&Co Education (“Elevate&Co”, “we”, “us”, “our”) to students (“Student”) booked and paid for by a parent or legal guardian (“Parent”, “you”). Because the majority of our students are under the age of 16, these Terms are addressed primarily to the Parent or guardian who holds responsibility for the booking, the payment, and the Student’s welfare during sessions.

By booking a session, paying an invoice, or otherwise engaging our Services, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, please do not book or continue to use our Services, and contact us so we can discuss your concerns.

1. Definitions

• “Session” means any individual tutoring, mentoring, or teaching appointment delivered online or in person.
• “Online Session” means a Session delivered remotely via video call or an equivalent digital platform.
• “In-Home Session” means a Session delivered by a tutor attending the Student’s home or another agreed private address.
• “Tutor” means any tutor, mentor, or member of staff delivering a Session on behalf of Elevate&Co.
• “Principal” means the designated senior member of Elevate&Co with authority to approve exceptions to these Terms.

2. Bookings and Payment

All Sessions must be booked and paid for in advance of delivery, unless a separate written agreement with a school or organisation states otherwise.

Session fees cover not only the time spent with the Student but also the Tutor’s preparation, resources, and planning built around the Student’s individual learning objectives. For this reason, once a Session is booked and paid for, it is non-refundable, save for the circumstances described in Section 4 (Cancellation and Rescheduling) and Section 5 (Extenuating Circumstances).

Where a Parent is paying by block booking, term, or retainer, the same non-refundable principle applies to each Session within that arrangement, other than any unused Sessions which may, at our discretion, be carried forward within the terms of the specific package purchased.

Fees, session lengths, and payment schedules will be confirmed in writing (by email or invoice) at the time of booking. We reserve the right to review our pricing from time to time, and any change will not affect Sessions already booked and paid for.

3. Online Sessions: Webcam and Audio Requirement

For all Online Sessions, the Student’s webcam and microphone (or equivalent audio) must be switched on and functioning for the full duration of the Session. This is a safeguarding requirement as much as an educational one: it allows the Tutor to confirm who they are teaching, to check the Student is engaged and working in an appropriate environment, and to deliver an effective lesson.

If a Student joins a Session without a working webcam and audio, or switches the camera or microphone off during the Session, the Tutor will ask the Student to correct this. If the camera and audio are not restored within a reasonable period at the Tutor’s reasonable discretion, the Tutor is entitled to end the Session.

Where a Session is ended for this reason, the Session will still be treated as delivered and the Parent will remain liable for the full fee. This mirrors the position for a Session missed without adequate notice, since the Tutor’s time, preparation, and availability have already been committed.

If a Parent knows in advance of a genuine technical issue preventing video (for example, a broken webcam), please contact us before the Session so we can discuss options; this is treated as a request under Section 5 (Extenuating Circumstances) rather than under this Section.

4. Cancellation and Rescheduling by the Parent

We understand that plans change. A Parent may cancel or reschedule a Session free of charge provided we receive at least 48 hours’ written notice (by email, text, or through our booking system) before the scheduled start time of the Session.

Cancellations or rescheduling requests made with less than 48 hours’ notice, and Sessions which the Student does not attend without any notice at all, will be charged in full. This reflects the fact that the Tutor’s time has been reserved and prepared for, and that late notice does not allow us to reallocate the Tutor’s time.

Rescheduled Sessions are subject to Tutor availability and will be arranged as soon as reasonably possible.

5. Extenuating Circumstances

We recognise that some circumstances fall outside a family’s control, for example a medical emergency, sudden bereavement, or a similarly serious and unforeseen event. In such cases, we may, at our discretion, waive the late cancellation penalty described in Section 4 and reschedule the Session without charge.

Any request to waive a penalty on these grounds must be raised with us as soon as reasonably possible and is subject to review and approval by the Principal. We may ask for a brief explanation of the circumstances; this will be treated sensitively and in confidence.

Approval of a waiver in one instance does not create an entitlement to a waiver in future, and repeated late requests may not qualify as extenuating circumstances.

6. Refunds

As set out in Section 2, Sessions that have been booked and paid for are non-refundable. This applies whether the Session has taken place, was ended early under Section 3, was missed without adequate notice under Section 4, or was not used within a package’s validity period.

The only exceptions to this policy are (a) a rescheduling agreed under Section 4 or a waiver approved under Section 5, or (b) circumstances where Elevate&Co is unable to fulfil a Session through its own fault (for example, a Tutor failing to attend without alternative arrangement being offered), in which case we will offer a replacement Session or, where a replacement cannot reasonably be arranged, a refund for that Session only.

7. Safeguarding and Child Protection

The safety and wellbeing of every Student is our highest priority. All Elevate&Co Tutors and staff who work with Students undergo appropriate vetting, including an enhanced DBS (Disclosure and Barring Service) check or equivalent, before they are permitted to deliver Sessions.

We ask that a parent or responsible adult is present in the home (though not necessarily in the room) during In-Home Sessions with Students under 18, and reasonably contactable and available during Online Sessions with younger Students.

We operate a Safeguarding Policy, available on request, and any safeguarding concern raised by a Parent, Student, or Tutor will be treated with urgency and in confidence, and escalated to our designated Safeguarding Lead where appropriate.

Tutors are required to report any concern about a Student’s welfare through our internal safeguarding procedure. This may, where legally required, mean information is shared with external agencies without prior parental consent.

8. In-Home Sessions: Conduct and Professional Boundaries

Where a Tutor visits a Student’s home for a one-to-one Session, both the Parent and the Student are asked to treat the Tutor with the same courtesy and respect shown to any professional visitor, and to provide a safe, quiet, and appropriate space in which to work.

Our Tutors must be able to work with honesty and professional integrity at all times. A Tutor should never be placed in a position where they are asked or expected to lie, misrepresent facts, sign or endorse false records, or otherwise act in a way that compromises their professionalism or the trust placed in them by Elevate&Co, the Student, or the Parent.

If a Parent or Student asks a Tutor to do something that conflicts with this principle, for example asking a Tutor to falsely confirm attendance, hours, or content covered, the Tutor is entitled to decline and to report the request to Elevate&Co. Repeated or serious breaches of this kind may result in the suspension or termination of Services under Section 12.

For the safety of both parties, Tutors conducting In-Home Sessions may take reasonable steps such as confirming the identity of the adult present, keeping a record of session times, and, where appropriate, informing Elevate&Co of any circumstance that makes them feel unsafe or professionally compromised.

9. Equal Opportunities, Anti-Bullying, and Respectful Conduct

Elevate&Co is an equal opportunities business. We recruit and work with Tutors and staff of different ethnicities, religions, beliefs, and backgrounds, and we are committed to treating every Student, Parent, Tutor, and member of staff fairly and without discrimination.

We operate a strict zero-tolerance policy toward bullying, harassment, and abusive behaviour of any kind, whether directed at a Tutor, a member of staff, a Student, or a Parent, and whether it occurs in person, online, over the phone, or in writing. This includes behaviour based on a person’s race, religion, belief, gender, disability, sexual orientation, or any other protected characteristic.

Where a Parent, Student, or any other party engages in bullying, abusive, threatening, or discriminatory behaviour toward a Tutor or member of staff, Elevate&Co reserves the right to end the Session immediately, suspend or terminate the Services with immediate effect, and, where appropriate, report the matter to the relevant authorities. No refund will be due for Sessions ended or terminated on these grounds.

10. Anti-Bribery

Elevate&Co maintains a strict anti-bribery policy in line with the Bribery Act 2010. Tutors and staff must not accept or request cash, gifts, favours, or any other benefit intended to influence grades, references, reports, assessments, or the outcome of any Session, and Parents and Students are asked not to offer any such benefit.

Any concern about bribery, or about a Tutor or member of staff behaving improperly in this respect, should be reported to us immediately and will be treated seriously and investigated in confidence.

11. Confidentiality and Data Protection

We collect and process personal data about Students and Parents (such as contact details, learning needs, and Session records) in order to deliver and administer the Services. This data is handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Personal information about a Student’s learning, progress, or welfare will only be shared with those who need it to deliver the Services, or where we are legally required to share it, including under our safeguarding obligations described in Section 7.

Online Sessions may involve video and audio transmission through third-party platforms; these platforms are chosen with reasonable care but Parents should be aware that no online transmission can be guaranteed completely secure. Sessions are not recorded by Elevate&Co without the Parent’s prior written consent.

12. Suspension and Termination

Elevate&Co may suspend or terminate the provision of Services to a Student or Parent, with immediate effect and without refund of Sessions already paid for, in the event of: abusive, bullying, threatening, or discriminatory behaviour as described in Section 9; a request that compromises a Tutor’s professional integrity as described in Section 8; non-payment of fees; or any other serious or repeated breach of these Terms.

A Parent may end the arrangement with Elevate&Co at any time by giving written notice; any Sessions already paid for remain subject to the non-refundable policy in Section 2 and Section 6, save for Sessions not yet delivered which have been cancelled with the required notice under Section 4.

13. Liability

Elevate&Co will provide the Services with reasonable skill and care. We do not guarantee specific academic outcomes, grades, or results, as these depend on many factors outside our control, including the Student’s own engagement and effort.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, for fraud, or for any other liability which cannot lawfully be limited or excluded.

Subject to the paragraph above, our total liability to a Parent in connection with the Services is limited to the fees paid for the Sessions giving rise to the claim.

14. Complaints

If a Parent or Student is unhappy with any aspect of the Services, please raise this with us in the first instance so we can address it promptly. Complaints can be made by email or in writing and will be acknowledged and investigated by the Principal or a designated senior member of staff.

15. Changes to These Terms

We may update these Terms from time to time to reflect changes in our Services, legal requirements, or good practice. Where a change materially affects a Parent’s rights or obligations, we will give reasonable notice before it takes effect. The latest version will always be available on our website.

16. Governing Law

These Terms are governed by the laws of England and Wales, and any dispute arising from them will be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Contact Us

If you have any questions about these Terms, or about a booking, please contact Elevate&Co Education at officeadmin@elevateandco.uk.