PRIMARY TUTOR ONLINE LTD

TERMS & CONDITIONS OF SERVICE AND CANCELLATION POLICY

These Terms & Conditions govern the provision of all educational services supplied by Primary Tutor Online Ltd.

Updated: 20 July 2026
Version: 1.24 
Company Number: 15911601
Registered Address: Bentley Copse, Norman Court, West Tytherley, Salisbury, Hampshire, SP5 1NL
Email: info@primarytutoronline.com | Website: www.primarytutoronline.com

1. CONTRACT FORMATION & ACCEPTANCE

1.1 By booking, making payment, and ticking the acceptance checkbox during checkout, you confirm that you are the authorised cardholder and agree to be legally bound by these Terms & Conditions. These Terms, including the cancellation and refund policy in Clause 7, are presented at checkout before payment is taken, and a record of your acceptance (including the version of the Terms accepted, the date and time of acceptance, and the originating IP address) is retained by the Company.

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

1.3 References to clause numbers within these Terms refer to the numbered sections of this document.

2. KEY INFORMATION

2.1 Term Bookings are priced at the same per-Session rate as Pay-As-You-Go and do not carry a discount. Their purpose is convenience and certainty: a single upfront payment instead of booking and paying week by week, and a dedicated teaching place reserved for the Student for the duration of the Term. Because places are limited, cancellation of a Term Booking after the statutory cooling-off period is subject to the notice-based cancellation schedule set out in Clause 7.3A, which reflects the Company's genuine difficulty in reallocating a reserved place at short notice, not the recovery of any discount.

2.2 You have a 14-day statutory cooling-off period under the Consumer Contracts Regulations 2013, starting on the day the Contract is made. To cancel within this period, notify us by a clear statement (for example by email to info@primarytutoronline.com); you may use the model cancellation form provided with your booking confirmation, but you are not required to. If you expressly request that tuition Sessions commence during this 14-day period, you retain your right to cancel, but you will be charged a proportionate amount for Sessions already delivered up to the date we receive your notice of cancellation, calculated on the same per-Session basis set out in Clause 7.3A, and the balance will be refunded without deduction within 14 days. Cancellation of a Term Booking or Rest-of-Term Booking after the cooling-off period is dealt with under Clause 7.3A.

2.3 Unless approved at our reasonable discretion, Sessions cannot be swapped to alternative days, times, subjects, or groups for safeguarding, staffing, and curriculum-continuity reasons. Any request will be assessed against those same reasons, applied consistently and not arbitrarily.

2.4 Parents/Guardians are responsible for ensuring that the group-based nature and structure of the Sessions is suitable for their child before booking.

2.5 Dissatisfaction with teaching style, lesson structure, or perceived suitability after a Session has been delivered does not constitute non-delivery of the Service.

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

3. DEFINITIONS & INTERPRETATION

3.1 Services means all live online lessons and associated educational support.

3.2 Platform means the system used to deliver lessons (e.g., Zoom or Microsoft Teams).

3.3 Contract means the legally binding agreement formed at the point of payment.

3.4 Parent/Guardian means the adult responsible for the child and compliance with these Terms.

3.5 Student means the child enrolled to receive the Services.

3.6 Session means an individual scheduled lesson.

3.7 Term Booking means the booking of a full Term's worth of Sessions in advance, paid for in a single upfront payment, reserving a dedicated place for the Student for the duration of the Term.
3.7A Rest-of-Term Booking means the equivalent booking made by a Student joining after a Term has already started, covering only the Sessions remaining in that Term. The Company also offers Sessions individually on a Pay-As-You-Go basis, which is neither a Term Booking nor a Rest-of-Term Booking. References elsewhere in these Terms to "Prepaid Package" or "Block Booking" mean a Term Booking or, where applicable, a Rest-of-Term Booking.

3.8 Interpretation
References to the singular include the plural and vice versa. References to legislation include any amendments, re-enactments or replacements of that legislation. Clause headings are for convenience only and do not affect interpretation.

4. SERVICES PROVIDED

4.1 Services include all live online lessons, group sessions, substitute-delivered sessions, and associated educational support provided by Primary Tutor Online Ltd.

4.2 Group lessons do not provide one-to-one supervision or childcare. Parents/Guardians remain responsible for the welfare and supervision of their child at all times.

4.3 A suitably qualified substitute tutor may deliver Sessions where necessary and no guarantee is made that a specific tutor will deliver any particular Session.

4.4 Group Allocation and Structure

• Parents/Guardians select the subject, Key Stage, and scheduled Session time when booking.
• Where multiple parallel groups operate at the same scheduled time, Students are allocated to a specific group.
• Bookings cannot be swapped to alternative days, times, subjects, or groups at the request of the Parent/Guardian.
• Primary Tutor Online Ltd reserves the right, acting reasonably, to move a Student to another group where necessary for educational, safeguarding, behavioural, or operational reasons. The Company will notify the Parent/Guardian promptly where such a move takes place.

4.5 Nature of the Service
Services are supplementary educational tuition only and are not a substitute for full-time school education.

4.6 Parallel Group Delivery
Primary Tutor Online Ltd reserves the right to combine, divide, reschedule or reorganise parallel groups where reasonably necessary due to staffing, educational, safeguarding or operational requirements. Such changes shall not constitute cancellation of the Services. The Company will notify affected Parents/Guardians of any material change promptly.

4.6A Operational Changes
Primary Tutor Online Ltd reserves the right to make reasonable changes to lesson order, tutors, teaching platforms, class sizes, timetables and teaching arrangements where reasonably necessary for operational, educational, safeguarding or staffing reasons. Such changes shall not constitute non-delivery or cancellation of the Services. The Company will notify affected Parents/Guardians of any material change promptly.

4.7 Parental Responsibilities (Home Education)
For home-educating families, the legal responsibility to ensure the Student receives a suitable, efficient, and full-time education remains entirely with the Parent/Guardian under Section 7 of the Education Act 1996. Primary Tutor Online Ltd provides supplementary tuition only. It is the sole responsibility of the Parent/Guardian to record their child's attendance, track subjects covered, log lesson content, and monitor overall academic progress for the purposes of satisfying any Local Authority inquiries or assessments.

5. BOOKING AND PAYMENT

5.1 All Sessions must be paid for in advance.

5.2 We offer Pay-As-You-Go bookings and Term Bookings (including Rest-of-Term Bookings).

5.3 Prices may change for future bookings only and will never apply retrospectively.

5.4 Parents/Guardians must provide accurate contact details.

5.5 Students must be registered using their real full legal name, to support safeguarding, identity verification, and accurate attendance and certification records.

5.6 Access Links
Parents/Guardians are responsible for retaining booking confirmations, joining links and access details issued at the time of booking. Where a replacement is needed, Parents/Guardians should email info@primarytutoronline.com and the Company will endeavour to issue a replacement within 24 hours, and in any event before the next scheduled Session.

5.7 Sessions proceed as scheduled unless formally cancelled by us.

5.8 Parental Cooperation
Parents/Guardians are expected to communicate respectfully and cooperate with reasonable policies necessary for the safe and effective delivery of the Services. Where communication becomes abusive, unreasonable, or repeatedly disregards these Terms, Primary Tutor Online Ltd reserves the right to restrict communication channels or discontinue Services.

5.9 Invoicing & Payment
Primary Tutor Online Ltd operates on a strictly pre-paid basis. An invoice or payment request will be issued before any Services are provided. All Services remain subject to confirmation until payment has been received in full. The Company reserves the right to withhold access to tuition Sessions and other optional chargeable services until the relevant invoice has been paid in full. This does not apply to information or cooperation that the Company is legally required to provide.

5.10 Acceptance of Bookings
Primary Tutor Online Ltd reserves the right, at its reasonable discretion, to refuse or decline any booking prior to the formation of a Contract where it reasonably considers that accepting the booking would not be in the best interests of the Company, its staff, its Students, or the safe and effective delivery of the Services.

5.11 Term Bookings, Rest-of-Term Bookings, and Late Enrollment

Sessions may be purchased individually (Pay-As-You-Go) or as a Term Booking. The Company does not offer smaller prepaid bundles or packs. A Student joining after a Term has started may take out a Rest-of-Term Booking, covering only the Sessions remaining in that Term at the standard per-Session rate; the Company will confirm in writing how many Sessions this covers before payment is taken. Once a Session under a Term Booking or Rest-of-Term Booking has been delivered in accordance with Clause 6.1, it is fully consumed and non-refundable on cancellation, in accordance with the general principle in Clause 7.1, save for any distinct statutory entitlement to a repeat performance or price reduction under the Consumer Rights Act 2015 where that specific Session was not delivered with reasonable care and skill. Only the undelivered balance of a Term Booking or Rest-of-Term Booking forms part of any refund calculation, including under Clause 7.3A.

6. SERVICE DELIVERY

6.1 A Session shall normally be regarded as delivered where more than half of the scheduled teaching time has been completed, regardless of any subsequent technical interruption occurring on the Student's device or network, or any early departure by the Student. Where a technical interruption occurs on the Company's or tutor's network that prevents completion of the lesson, the Parent/Guardian may choose between make-up time for the affected Session, or a full refund or credit for that Session; the Company will not treat make-up time as the only option where the fault lies with the Company's or tutor's own hardware, software, or internet connection.

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

6.3 Group Sessions may vary in size, participation level, and interaction.

6.4 Educational Content
Educational content reflects the tutor's professional judgement and curriculum planning. Educational content, pace and teaching methods remain at the professional discretion of the tutor.

6.5 Tutor Illness or Unforeseen Circumstances
Where a Session cannot proceed due to tutor illness or any other unforeseen circumstance, Primary Tutor Online Ltd may provide a suitably qualified substitute tutor, rearrange the Session, issue a credit or provide a refund where appropriate.

6.6 Attendance Records
Attendance records maintained by Primary Tutor Online Ltd will be relied upon as evidence of attendance.

7. CANCELLATION & REFUND POLICY

7.1 General Policy
Once a Session has been delivered it is deemed fully consumed and is non-refundable, except where required by law. This includes, in particular, any entitlement the Parent/Guardian may have under the Consumer Rights Act 2015 to a repeat performance or a price reduction where a Session was not delivered with reasonable care and skill (see Clause 6.2) — that is a distinct claim about the standard of a specific Session, and is assessed on its own facts regardless of the position under Clause 7.3A. Separately, and subject always to that statutory right, the general non-refundability of delivered Sessions applies without exception to any cancellation for any other reason, including under Clause 7.3A.

7.2 Cooling-Off Period
You have a 14-day statutory cooling-off period under the Consumer Contracts Regulations 2013, starting on the day the Contract is made. To cancel within this period, notify us by a clear statement (for example by email to info@primarytutoronline.com); you may use the model cancellation form provided with your booking confirmation, but you are not required to. If you expressly request that tuition Sessions commence during this 14-day period, you retain your right to cancel, but you will be charged a proportionate amount for Sessions already delivered up to the date we receive your notice of cancellation, calculated on the same per-Session basis set out in Clause 7.3A, and the balance will be refunded without deduction within 14 days. Cancellation of a Term Booking or Rest-of-Term Booking after the cooling-off period is dealt with under Clause 7.3A.

7.3 Term & Rest-of-Term Bookings
Subject to Clause 7.3A (Mid-Term Cancellation) and Clause 7.9 (Discretionary Goodwill Transfers), Bookings:

• cannot be transferred
• cannot be swapped without prior approval
• are not reduced or refunded due to non-attendance

7.3A Mid-Term Cancellation of Term and Rest-of-Term Bookings

After the statutory cooling-off period, a Parent/Guardian may cancel the remainder of a Term Booking or Rest-of-Term Booking at any time by giving written notice to info@primarytutoronline.com. For the avoidance of doubt: where a Parent/Guardian cancels a Term Booking or Rest-of-Term Booking for any reason (including a change of circumstances, preference, or availability), Sessions that have already been delivered as at the date the Company receives written cancellation notice are non-refundable, regardless of the amount of notice given and regardless of which tier below applies. This reflects the general principle in Clause 7.1 that a delivered Session is fully consumed, and is separate from any claim that a specific Session was not delivered with reasonable care and skill, which is addressed under Clause 6.2 and is not affected by this Clause 7.3A. The notice-based tiers set out below apply only to the undelivered balance of the Term Booking or Rest-of-Term Booking, meaning Sessions that have not yet taken place as at the date notice is received. Worked example: if a Parent/Guardian has booked a 12-Session Term Booking, 6 Sessions have already been delivered, and written notice is given 20 days before the next scheduled Session, the 6 delivered Sessions remain fully payable and non-refundable in full; only the 6 remaining, undelivered Sessions are assessed under the notice tiers below (in this example, the 14-27 day tier, so a 50% cancellation fee applies to those 6 Sessions only). The remaining, undelivered balance of the Term Booking or Rest-of-Term Booking will be refunded subject to the following notice-based schedule, calculated from the date the Company receives written notice: (a) 28 or more days' notice before the next scheduled Session: the undelivered balance is refunded in full; (b) 14 to 27 days' notice: the undelivered balance is refunded less a cancellation fee of 50%, reflecting the reduced likelihood of the Company being able to reallocate the vacated place; (c) fewer than 14 days' notice: no refund is payable on the undelivered balance, as the place cannot realistically be reallocated in the time available. This schedule reflects the fact that Term Bookings are not discounted; it is a genuine pre-estimate of the Company's likely loss from being unable to reallocate a reserved place at each stage of notice, and is not a penalty. The Company will confirm the calculation in writing, including the number of Sessions delivered and the refund (if any) due, normally within 5 working days of receiving the cancellation notice, and will pay any refund due within 14 days of that confirmation. If the Company does not provide this confirmation within 10 working days of receiving the cancellation notice, the more generous of the applicable notice tiers will apply by default. This clause does not affect the Parent/Guardian's rights under Clause 7.2 or any statutory rights.

7.4 Pay-As-You-Go
Sessions may be rescheduled with 24 hours' notice via the booking portal.

7.5 Missed Sessions
Where a Session has been made available at the scheduled time it is treated as delivered whether or not the Student attends.

7.6 Tutor Cancellations
Where reasonably possible, cancelled Sessions will be rescheduled. Where this is not reasonably possible, a credit or refund will be offered at the Company's reasonable discretion unless otherwise required by law.

7.7 Force Majeure
Events including, but not limited to, severe weather, power failures, internet outages, illness, government restrictions, industrial action, platform failures or any event beyond our reasonable control may result in Sessions being rearranged. Primary Tutor Online Ltd will use reasonable endeavours to minimise disruption. Where an affected Session cannot reasonably be rearranged, a credit or refund for that Session will be provided.

7.8 Discretionary Refunds & Processing Fees
Where, after expiry of the statutory cooling-off period, Primary Tutor Online Ltd agrees at its sole discretion acting reasonably to issue a refund that is not otherwise required by law, the Company reserves the right to deduct an administration fee of 5% of the refund amount to recover merchant processing fees, payment transaction costs, bookkeeping, administrative time and other reasonable costs incurred in processing the original booking and subsequent refund. In accordance with Regulation 34(3) of the Consumer Contracts Regulations 2013, no administrative fee or surcharge will be deducted from refunds issued when a Parent/Guardian validly exercises their statutory 14-day cooling-off cancellation rights.

7.9 Discretionary Goodwill Transfers (Mid-Term Cancellations)
In addition to the mid-term cancellation rights in Clause 7.3A, Primary Tutor Online Ltd recognises that unforeseen scheduling conflicts or personal circumstances may arise. As a gesture of goodwill, where a Parent/Guardian wishes to withdraw a Student from the remainder of a Term Booking, the Company may, at its sole discretion acting reasonably, offer access to alternative scheduled Sessions (such as an alternative subject, Key Stage group, or parallel time slot) of equivalent value for the remainder of that term. Any such alternative access is strictly subject to class availability, capacity limits, safeguarding requirements, and educational suitability. Where a Parent/Guardian accepts alternative Sessions under this clause, no further refund, credit, or discount is payable if the Student then fails to attend them. This clause is in addition to, and does not affect, the Parent/Guardian's rights under Clause 7.3A.

8. PUNCTUALITY

8.1 Sessions run strictly to timetable. Student lateness does not extend the Session. Once a lesson has commenced, the tutor's primary focus is on delivering educational content to the active class and they may not be able to continuously monitor the waiting room. Students arriving within 10 minutes of the scheduled start time will be admitted from the waiting room. After this grace period, admission is at the tutor's reasonable discretion and may take place at a natural break in teaching, as the tutor's focus must remain on the active class. Where a Student arrives late, the Session is treated as delivered and remains non-refundable.

8.2 In the event that Primary Tutor Online Ltd is late starting a Session, the tutor will endeavour to make up the lost time at the end of the scheduled lesson time.

9. SAFEGUARDING & SUPERVISION

9.1 Supervision Requirement: For Students under the age of 16, a responsible adult must remain present in the home during each Session. While we recognise that older students (14+) may be capable of being home alone, for safeguarding and professional accountability purposes, an adult must remain on the premises during live tuition.

9.2 Students must follow tutor instructions and behaviour expectations.

9.3 Identity & Security: To maintain a secure learning environment, Primary Tutor Online Ltd reserves the right to request that all Students enable their cameras at the start of any session. This allows our tutors to verify student identity and ensures a safe, welcoming, and consistent classroom experience for all attendees. Students may be admitted from a waiting room once their identity has been verified. Where a Student cannot reasonably use a camera (for example for reasons connected with special educational needs, disability, or anxiety), Parents/Guardians should contact us in advance so that a reasonable alternative method of identity verification can be agreed.

9.4 All communication must occur through official channels. To ensure the safety and focus of the learning environment, parents/guardians must not interrupt live sessions unless there is a genuine emergency.

9.5 Participation in Sessions
Students are expected to participate appropriately and follow tutor guidance. The effectiveness of group learning depends partly on student engagement.

9.6 Unofficial Parent & Student Communication Channels
Primary Tutor Online Ltd does not create, manage, monitor, endorse, or participate in any third-party communication channels, including but not limited to parent or student WhatsApp groups, Facebook groups, or private social media chats. Any such groups formed by Parents/Guardians or Students are entirely independent of the Company. Primary Tutor Online Ltd accepts no responsibility or liability whatsoever for the content, conduct, discussions, or disputes—including allegations of bullying, harassment, or defamation—that occur within unofficial third-party platforms. All official concerns, safeguarding matters, or complaints must be directed solely and confidentially to the Company via our official email address.

9.7 Safeguarding Checks

All tutors delivering Sessions hold a current Enhanced DBS Certificate (or the equivalent valid criminal record check for tutors based outside England and Wales), the validity of which is checked at least annually. Confirmation that a Student's tutor holds a current check can be provided to a Parent/Guardian on request.
 

10. STUDENT CONDUCT

Students must behave respectfully towards tutors and other students.
The following behaviour is not permitted:

• abusive language
• bullying or harassment
• discriminatory remarks
• disruption of Sessions
• misuse of chat functions
• private messaging other students

Students may be muted, removed, or suspended where behaviour disrupts the learning environment. Removed Sessions are treated as delivered and are non-refundable. Repeated breaches may result in permanent removal from the Services. Where Services are terminated due to the Parent/Guardian's or Student's serious breach of these Terms, Sessions already delivered remain non-refundable; any payment for undelivered Sessions will be refunded less the Company's reasonable losses and costs arising from the breach and early termination.

11. TECHNOLOGY

Parents/Guardians are responsible for internet access, devices, and platform compatibility. Temporary internet interruptions, software updates or platform outages outside the Company's reasonable control shall not automatically constitute non-delivery of the Services.

12. MATERIALS & COPYRIGHT

12.1 All lesson materials, presentations, worksheets, assessments, learning resources, recordings (where applicable) and any associated educational content supplied by Primary Tutor Online Ltd remain the exclusive intellectual property of Primary Tutor Online Ltd.

12.2 Lesson materials are supplied solely for the personal educational use of the enrolled Student. They must not be copied, reproduced, shared, forwarded, uploaded, downloaded, sold, loaned, redistributed, published, printed for distribution or otherwise made available to any other person including friends, relatives, extended family members, other parents, tutors, schools, education providers, websites, online forums, social media platforms, artificial intelligence systems or any other third party without the Company's prior written permission. A Parent or Guardian may access and use lesson materials solely for the purpose of supporting the enrolled Student.

12.3 Recording, photographing, screen capturing, reproducing or distributing any live Session is strictly prohibited.

12.4 Primary Tutor Online Ltd reserves the right to use reasonable technical, digital and investigative methods, including document identifiers, metadata, access records, digital watermarking and other copyright protection measures, where appropriate, to investigate suspected unauthorised copying or distribution of its intellectual property.

12.5 Any unauthorised reproduction, copying, sharing or distribution of the Company's intellectual property may result in the immediate suspension or termination of Services together with the Company reserving all contractual and legal rights available to protect its intellectual property.

13. DATA PROTECTION & REGULATORY COMPLIANCE

13.1 We comply with UK GDPR and the Data Protection Act 2018. Details of how personal data is processed are contained within our Privacy Policy.

13.2 Regulatory Requests: In the event that a Local Authority or statutory body requests information regarding a Student’s enrolment, attendance, or personal details, Primary Tutor Online Ltd reserves the right to disclose such information where we reasonably believe it is necessary to comply with our safeguarding obligations, statutory duties, or legal requirements. By agreeing to these Terms, the Parent/Guardian acknowledges and consents to the disclosure of such information in these limited circumstances. Information disclosed will be limited to that reasonably required to fulfil the relevant legal, safeguarding or statutory request. Where it is safe and lawful to do so, the Company will notify the Parent/Guardian that such a disclosure has been made.

13.3 Regulatory Compliance: In accordance with any applicable legislation, regulations or statutory guidance governing children's education, safeguarding or information sharing, the Company will cooperate with statutory requests for information from Local Authorities and other statutory bodies at no charge to the Parent/Guardian. Parents/Guardians acknowledge that Primary Tutor Online Ltd is a private tuition provider and is not a public reporting service or attendance monitor. Where a Parent/Guardian requests optional services that go beyond the Company's legal obligations — such as bespoke progress reports, attendance summaries, educational consultations, or the Company's attendance at Local Authority or EHCP meetings at the Parent/Guardian's request — these are chargeable at the Company's standard administrative rate of £60.00 per hour (minimum charge of one hour), as notified at the time of booking and agreed with the Parent/Guardian in advance before the work is undertaken. Where a Local Authority or other body requests reports, meetings or documentation exceeding the Company's statutory obligations, the Company may decline the request or seek payment from the requesting body; such costs will not be passed to the Parent/Guardian without their prior agreement.

14. LIABILITY

14.1 Nothing in these Terms excludes or limits liability where such exclusion or limitation would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

14.2 Subject to Clause 14.1, Primary Tutor Online Ltd shall not be liable for any indirect or consequential loss, loss of opportunity, examination performance, academic outcomes or any other losses arising from the use of the Services.

14.3 Primary Tutor Online Ltd does not guarantee academic outcomes, examination grades, qualifications, progression to any particular educational standard or admission to any educational establishment.

15. CERTIFICATES OF ATTENDANCE

Certificates may confirm attendance and the general topics covered only. Certificates do not constitute an academic qualification, assessment of attainment, guarantee of academic progress or endorsement of educational achievement. Where a Parent/Guardian requests a certificate for their own purposes — for example, to include as part of their own evidence to a Local Authority in connection with elective home education — a fee of £15 per certificate applies, to cover the administrative time of producing it. This fee does not apply where a Parent/Guardian makes a formal request for a copy of personal data under UK data protection law, which is a distinct request dealt with in accordance with Clause 13 and the Company's Privacy Policy, and is not chargeable in the ordinary case.

16. EQUALITY & INCLUSION

We operate in accordance with the Equality Act 2010 and will consider reasonable adjustments where practicable for a Student's disability or additional needs.

16.1 Suitability of Group Tuition
Parents/Guardians are responsible for determining whether group Sessions are suitable for their child's needs. Individualised SEND provision cannot be guaranteed.

17. EHCP & LOCAL AUTHORITY PROVISION

17.1 Primary Tutor Online Ltd is an independent private tuition provider and does not deliver Local Authority commissioned provision.
17.2 The Company does not assess, certify, or offer any opinion on whether a Student's home education is suitable, efficient, or full-time, nor on a Student's engagement, participation, or progress beyond the factual attendance and topics confirmed under Clause 15. That assessment, and the responsibility to provide evidence of it to a Local Authority, remains solely that of the Parent/Guardian under Clause 4.7.

18. PAYMENT DISPUTES & CHARGEBACKS

Booking records, payment records, attendance records, lesson access logs, communication records, platform records and these Terms & Conditions may be relied upon as evidence of the Services provided. Primary Tutor Online Ltd reserves the right to formally contest any payment dispute or chargeback using such evidence. Where payment is reversed, cancelled, chargebacked, or dishonoured after Services have been supplied or made available, Primary Tutor Online Ltd reserves the right to recover the outstanding balance together with any reasonable bank, administrative, and legal costs incurred.

19. COMPLAINTS

Parents/Guardians are encouraged to raise concerns as soon as reasonably practicable, and ideally within 30 days of the relevant Session, so that the Company can investigate effectively and, where appropriate, resolve the matter. Raising a complaint within this period is not a precondition to exercising any legal right. If a complaint cannot be resolved through our internal procedure, we will provide you with the name and website address of a certified Alternative Dispute Resolution (ADR) provider in accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, and will confirm at that time whether we agree to use ADR.

20. UPDATES

These Terms may be updated for legal, safeguarding, or operational reasons. Any update will apply to new bookings from the date of publication. Where a change would materially affect the price or cancellation terms of a Term Booking or Rest-of-Term Booking already accepted, that change will not apply retrospectively to the remainder of that booking, and the Parent/Guardian will be notified of any material change affecting their booking.

21. ENTIRE AGREEMENT

These Terms constitute the entire agreement relating to the Services. No verbal statement made by any tutor, employee, or contractor forms part of this Contract unless formally confirmed in writing by the Company. Nothing in this clause excludes or limits liability for misrepresentation, and nothing in it excludes any pre-contract information that forms part of the Contract by operation of law.

22. SEVERABILITY

If any clause is found unenforceable, the remainder remains valid.

23. BUSINESS CLOSURE OR CESSATION OF TRADING

23.1 If, in the unlikely event that Primary Tutor Online Ltd permanently ceases trading or is no longer able to provide the Services, any refund due in respect of prepaid Sessions shall be calculated solely on the basis of any undelivered Sessions remaining at the date the Services cease.

23.2 No refund shall be payable for any Session already delivered, whether in full or in accordance with these Terms & Conditions.

23.3 Nothing in this clause affects any statutory rights that cannot lawfully be excluded or limited.

24. GOVERNING LAW & JURISDICTION

These Terms are governed by the laws of England and Wales and the parties submit to the non-exclusive jurisdiction of the courts of England and Wales. If you live in Scotland you may bring proceedings in the Scottish courts, and if you live in Northern Ireland you may bring proceedings in the Northern Irish courts.

25. TERMINATION OF SERVICES

Primary Tutor Online Ltd reserves the right to discontinue Services where it is reasonably necessary to protect staff, Students, or the learning environment, including where behaviour, communication, or conduct by a Parent/Guardian or Student becomes abusive, disruptive, or repeatedly disregards these Terms. Where termination occurs, Sessions already delivered remain non-refundable. Payments for undelivered Sessions will be refunded, less the Company's reasonable losses and costs where termination results from the Parent/Guardian's or Student's serious breach of these terms.