FAQs
“Every question is a cry to understand the world. There is no such thing as a dumb question.”
Carl Sagan
My child is older/younger than the advertised age bracket – can they still attend a lesson?
Yes, absolutely! Children are welcome to join any level of class they like, the age brackets are just a guide. You are advised to be present during all lessons in case your child needs assistance.
I am interested in a subject not advertised, might you be offering that soon?
Yes. We are always on the lookout for more great tutors so we can offer more subjects. Please do get in touch to let us know what you are looking for.
Can you help with the technology?
Zoom classrooms open at least 10 minutes prior to the advertised start time of a lesson. You are strongly advised to take advantage of this to check everything is working ok. We will help where we can with tech issues but unfortunately can’t delay the start of lessons or offer refunds for IT problems.
What do you expect of students, parents/carers and tutors?
We all have a responsibility to ensure that learning can take place in a safe and welcoming environment. All students, parents/carers and tutors engaging with Tutor Led Learning agree to treat each other with respect and not to discriminate against anyone on the basis of age, race, religion, sexuality, gender, ethnicity or in any other way. Anyone not meeting these expectations will not be allowed to attend/host lessons.
What safeguarding procedures do you have in place?
All our tutors have been through our registration process which includes providing: DBS certification, proof of identity, evidence of qualifications and details of a UK bank account. We undertake random recording and reviewing of lessons for quality control purposes. Zoom encrypts all audio, video and screen sharing data.
What are your data protection procedures?
We abide by GDPR regulations and hold the minimum amount of data required to identify and contact parents/carers for the purposes of delivering live online tuition. Tutor Led Learning is registered with the Information Commissioner’s Office (ICO).
What do I do if I am not satisfied?
It’s really important to us that you/your child has a good learning experience. Please try and rectify any issues related to lessons with the tutor directly. If you can’t, or aren’t satisfied with their response, please don’t hesitate to get in touch and we’ll do what we can to sort things out.
If a lesson starts 15 minutes or more after the advertised start time (due to tutor technical difficulties or otherwise) or a total of 25% or more of the lesson is disrupted by the tutor’s technical difficulties you will be entitled to apply for a full refund for the entirety of that lesson.
If you are not completely satisfied with any lesson, you may, within three (3) business days of the completion of such a lesson, initiate a dispute via the Contact Us form, to seek a refund of the amount paid for the lesson. Tutor Led Learning will review all such disputes and will, in its sole discretion, accept or reject a refund request.
Oh no, I’m double booked, can I cancel?
By booking and paying for a scheduled lesson or series of lessons you are agreeing to pay for the full duration of the scheduled lesson(s). You may cancel a scheduled lesson at more than 24 hours notice and receive a 75% refund on fees paid. To cancel a lesson you must email enquiries@tutorledlearning.com with full details including your name, student name, lesson title(s) and lesson date(s).
What happens if there are technical issues?
The best way to tackle the gremlins is to blink three times and turn around twice but if this still doesn’t work don’t worry we have a plan! If you have technical issues meaning you miss 50% of the lesson or more please let us know and we will attempt to arrange a 100% discount off an equivalent lesson of your choice. If the tutor has technical issues meaning you miss 25% of the lesson or more you will be entitled to apply for a full refund.
All tutors have been through our verification programme which includes checking of identity, qualifications and DBS checks. Only approved software is used with the highest safety settings applied. We have a zero tolerance policy to any language, behaviour or content that the tutor deems to promote discrimination, racism, hatred, harassment or harm to any individual or group. If any student acts in a way which the tutor decides is inappropriate they may be removed from the learning session without warning and a refund will not be paid.
Is it possible to have a recording of a lesson?
We do not currently permit recording of any lessons other than by Tutor Led Learning for quality control purposes. If you know you are going to miss a lesson or two in a course do let the tutor know and they are likely to provide some catch up options.
Are microphones or webcams used in lessons?
The tutor will always use their microphone and most likely use their webcam. Tutors may encourage student use of cameras and microphones to make lessons more engaging but it will always be optional.
Do I need to supervise my child whilst they are being tutored online?
You are advised to be near to your child so they can seek your assistance if needed. You might also enjoy listening in to the lesson and helping your child with their homework/independent learning activities.
Can I share my account / login details?
You agree that you will not permit, enable, introduce or facilitate persons who do not have an account to have access to the features of the site and services only made available to registered users. You are responsible for safeguarding and maintaining the confidentiality of your username, password and corresponding account information. Please immediately notify Tutor Led Learning of any unauthorised use of your username, password or account.