PRIMARY TUTOR ONLINE LTD

TERMS & CONDITIONS OF SERVICE AND CANCELLATION POLICY

Updated 24/11/2025

Company Number: 15911601
Registered Address: Bentley Copse, Norman Court, West Tytherley, Salisbury, Hampshire, SP5 1NL
Email: info@primarytutoronline.com
Website: www.primarytutoronline.com

Acceptance of Terms

By booking and paying for any online lesson, and by ticking the acceptance checkbox during checkout, you agree to be legally bound by these Terms & Conditions.

This electronic acceptance forms a legally binding agreement under UK law.

1. KEY INFORMATION

1.1 Term and Block bookings are non-refundable once confirmed, subject to statutory cooling-off rights, because each booking reserves a dedicated teaching place that cannot be offered to another family.

1.2 You have a 14-day cooling-off right under the Consumer Contracts Regulations 2013 unless you request lessons to begin sooner. If you request an early start, your right to cancel ends once the first lesson begins.

1.3 Sessions cannot be swapped to alternative days, times, subjects, or groups for safeguarding, staffing, and curriculum-continuity reasons.

1.4 Nothing in these Terms removes or limits your statutory rights under the Consumer Rights Act 2015.

2. DEFINITIONS

2.1 Services means all live online lessons and associated educational support.
2.2 Platform means the system used to deliver lessons (e.g. Zoom or Microsoft Teams).
2.3 Contract means the legally binding agreement formed at the point of payment.
2.4 Parent/Guardian means the adult responsible for the child and compliance with these Terms.
2.5 Term Booking means any booking that reserves a pre-paid series of sessions over a defined period, including both Term bookings and Block bookings, unless expressly stated otherwise.

3. SERVICES PROVIDED

3.1 Services consist of live, time-based online educational lessons.
3.2 Group lessons do not provide one-to-one supervision or childcare.
3.3 A suitably qualified substitute tutor may deliver sessions where necessary.
3.4 Students may be moved to a more appropriate group if required for educational reasons.

4. BOOKING AND PAYMENT

4.1 All lessons must be paid for in advance.
4.2 We offer Pay-As-You-Go bookings and Term bookings (which include Block bookings).
4.3 Prices may change for future bookings only and will never apply retrospectively.
4.4 Parents/Guardians must provide accurate contact details.
4.5 Students must be registered using their real full legal name.
4.6 Access links are issued automatically at the point of sale.
4.7 Sessions proceed as scheduled unless formally cancelled by us.

5. SERVICE DELIVERY

5.1 A session is deemed delivered once 50% or more of the scheduled lesson time has been taught, regardless of engagement level, learning outcome, or technical issues on the customer’s side.

5.2 Services are delivered with reasonable care and skill in accordance with the Consumer Rights Act 2015.

6. CANCELLATION & REFUND POLICY

6.1 General Policy

Once a lesson has been delivered (as defined in clause 5.1), it is deemed fully consumed and is non-refundable, except where a refund is required by law.

Any refund granted applies only to unused and undelivered sessions.

6.2 Cooling-Off Period

You have a 14-day cooling-off period unless you request lessons to begin sooner.
Where an early start is requested, sessions delivered are non-refundable.

6.3 Term & Block Bookings

Term bookings (including Block bookings) are non-refundable once the first session has been delivered or the cooling-off period has ended.

Bookings:

cannot be transferred to future terms or other students;

cannot be swapped to alternative days, times, subjects, or groups;

are not reduced or refunded due to non-attendance.

We may, entirely at our discretion and without creating any entitlement, obligation, or precedent, consider alternative arrangements in exceptional circumstances.

6.4 Pay-As-You-Go (PAYG)

PAYG sessions may be rescheduled with at least 24 hours’ notice, provided the change is completed and confirmed via the booking portal.

Requests made by email, message, or other channels do not constitute notice unless successfully completed through the booking system.

Late changes are non-refundable.

6.5 Missed Sessions

Sessions missed for any reason, including illness, travel, technical issues, forgetting, or failure to ensure the child attends, are non-refundable.

Non-attendance due to lack of parental supervision or failure to ensure the child joins the session does not constitute non-delivery of the service.

6.6 Tutor Cancellations

If we cancel a session, it will be rescheduled or credited at no additional cost.

6.7 Force Majeure

Events beyond our reasonable control may affect lesson delivery.
Affected sessions will be rescheduled or credited.

Cancellation Acceptance Statement

By completing your booking and ticking the acceptance checkbox at checkout, you confirm that you have read and agree to this Cancellation and Refund Policy, including that sessions already delivered or missed are non-refundable.

7. PUNCTUALITY

7.1 Sessions run strictly to timetable.
7.2 Student lateness does not extend the session.
7.3 If the tutor is late, time will be added or a credit applied.
7.4 Students should join 2–3 minutes before the scheduled start time.

8. SAFEGUARDING & SUPERVISION

8.1 A responsible adult must remain present in the home throughout each session.
8.2 Students must follow tutor instructions and behaviour expectations.
8.3 Cameras may be required briefly for safeguarding verification.
8.4 All communication must occur through official channels only.

8.5 Primary Tutor Online Ltd does not provide childcare or supervision services. We do not accept responsibility for the supervision, safety, or welfare of a child who is left alone or unsupervised before, during, or after a lesson.

9. TECHNOLOGY

9.1 Parents/Guardians are responsible for devices, internet access, logins, updates, microphones, and webcams.
9.2 Technical issues on the customer’s side do not qualify for refunds.

10. MATERIALS & COPYRIGHT

10.1 All lesson materials and resources are for the enrolled student only.
10.2 Sharing, distributing, uploading, or reproducing materials is prohibited.
10.3 Recording or screenshotting lessons is not permitted.
10.4 All content remains the intellectual property of Primary Tutor Online Ltd.

11. DATA PROTECTION

11.1 We comply with UK GDPR and the Data Protection Act 2018.
11.2 Lessons are not recorded by customers.
11.3 Any safeguarding recordings (if required) will only occur with appropriate consent and lawful basis.

12. LIABILITY

12.1 We do not guarantee specific educational outcomes or grades.
12.2 Our liability is limited to the amount paid for the affected service.
12.3 Nothing in these Terms excludes liability for death or personal injury caused by negligence.

13. REPORTS

13.1 Written progress reports are available at an additional cost.
13.2 Reports are based solely on tutor observations during delivered sessions.
13.3 Reports do not constitute formal assessment or diagnosis.
13.4 Reports may take up to 14 days to prepare from the date of request.
13.5 Reports can only be prepared for students who have attended sessions during the relevant period.

14. UPDATES

14.1 These Terms may be updated for legal, safeguarding, or operational reasons.
14.2 Material changes will be communicated.
14.3 Continued use of services constitutes acceptance of updated Terms.

15. SEVERABILITY

15.1 If any provision is found unenforceable, the remainder shall continue in full force.

16. GOVERNING LAW & JURISDICTION

16.1 These Terms are governed by and subject to the exclusive jurisdiction of the courts of England and Wales.