Elivio Tutors – Policies, Terms and Conditions

Definitions

For the purposes of these Terms:

• “Company” refers to HEMM T&C Ltd, registered in England and Wales under Company Number 16003459, which manages Elivio Tutors.
• “Elivio Tutors” refers to the tuition and educational service managed by the Company.
• “Student” refers to the child or young person receiving tuition or educational Services.
• “Parent/Guardian” refers to the legal parent, guardian, or other authorised adult responsible for the Student.
• “Tutor” refers to the teacher or instructor providing tuition or educational Services.
• “Centre” refers to the location at which in-person tuition Services are provided, currently: Oxford Road Community Centre (ACRE), 340 Oxford Road, Reading, UK, RG30 1AG.
• “Services” refers to tuition, educational support, Structured Study Plans and any related educational services provided by Elivio Tutors.
• “Structured Study Plan” refers to a programme of tuition provided in minimum four-week blocks and subject to the additional conditions set out in Section 5 of these Terms.
• “Terms” refers to these Terms and Conditions.
• “Website” refers to www.eliviotutors.co.uk.

Registration and Enrolment

To enrol a Student on a tuition course or programme, Parents/Guardians must complete the applicable registration or enrolment process through the Website or another method approved by Elivio Tutors. All information provided during registration must be accurate, complete and up to date, including the Parent/Guardian's current contact details. The Parent/Guardian is responsible for notifying Elivio Tutors promptly of any changes to the information provided during registration. All Company communications will normally be sent to the named Parent/Guardian provided during enrolment. Any additional or alternative contact details must be provided to Elivio Tutors in writing by the named Parent/Guardian. The Company reserves the right to refuse or decline the provision of Services to any Student or Parent/Guardian where there is a valid reason for doing so. A place on a course or programme will only be considered reserved once availability has been confirmed by Elivio Tutors and any applicable registration requirements or payments have been completed.

Tuition Fees and Payments

Tuition fees are set out in the Company's latest applicable pricing schedule. Tuition fees may include relevant learning materials, educational resources, access to the Student Portal, Homework Clubs or other facilities where applicable. Payment must be made in accordance with the payment schedule agreed with Elivio Tutors. Monthly or block payments may be made using payment methods made available and approved by the Company. Parents/Guardians are responsible for ensuring that all payments are made on time. Late payment may result in the suspension of tuition Services until all outstanding fees have been paid. A late, rejected or bounced payment may incur an administrative fee of £25.00. If a monthly payment is not received when due, the Student may not be permitted to attend lessons from the first day of the following month until the outstanding balance has been settled. All scheduled lessons must be paid for. No refunds or credits will ordinarily be provided for missed lessons, including lessons missed because of illness, holidays, personal commitments or withdrawal from a course, except where otherwise required by law or expressly agreed by the Company. Where a Parent/Guardian has paid for 12 months of tuition and subsequently decides to withdraw the Student, refunds will not ordinarily be provided, subject to applicable statutory consumer rights. The Company reserves the right to amend, suspend or withdraw any sibling discount or promotional discount from time to time. Replacement books, worksheets or other learning materials may be charged at the applicable replacement cost, together with postage and packaging where required. Any deposit paid to reserve a place on a course is non-refundable except where otherwise required by applicable law. The Company reserves the right to revise tuition fees. Where appropriate, Parents/Guardians will be given reasonable notice of any changes. Students enrolled in a Structured Study Plan are additionally subject to the payment and booking provisions contained in Section 5.

Tuition Schedule

The tuition schedule, including lesson times, Homework Club arrangements and Centre location, will be agreed and communicated by Elivio Tutors. Parents/Guardians are responsible for ensuring that Students attend the correct session at the agreed time and location. Any permanent changes to the tuition schedule or Centre location will be communicated to Parents/Guardians as soon as reasonably practicable. If a scheduled lesson cannot take place at the usual Centre, the Company may, where appropriate: move the lesson to an alternative suitable location; change the lesson to a different day or time; or provide the lesson live online. Where a suitable alternative cannot be provided, Elivio Tutors will determine the appropriate course of action having regard to the circumstances and any applicable consumer rights. Homework Clubs will normally operate during term time and may be cancelled, rescheduled or changed where reasonably necessary. For tuition Services other than Structured Study Plans, lesson swaps are not generally encouraged and will only be considered where unavoidable and subject to availability. Requests for a lesson swap must normally be made in writing with at least two weeks' notice by emailing info@eliviotutors.co.uk. Where available, an online lesson may be offered as an alternative. Lesson swaps may only take place during weeks 2, 3 and 4 of a block and remain subject to availability. If a Student is absent during an assessment week, assessment papers may be provided to the Parent/Guardian for completion at home where appropriate. Completed assessments should be returned to the Tutor no later than 48 hours before the following lesson where applicable. Where a Student is unwell and unable to attend a scheduled lesson, information or resources relating to the missed lesson may be made available through the Student Portal where applicable. Structured Study Plans have specific missed-lesson arrangements under Section 5, which take precedence over the general lesson-swap provisions above.

Structured Study Plan Terms & Conditions

Elivio Tutors' Structured Study Plans are designed to provide Students with consistent, targeted academic support and measurable progress. Regular attendance, advance lesson planning and continuity are important parts of the programme. The following additional Terms apply to every Student enrolled in a Structured Study Plan.

Cancellation and Refunds

For tuition Services other than Structured Study Plans, Parents/Guardians may cancel Services by providing written notice to info@eliviotutors.co.uk. Unless another arrangement has been expressly agreed, notice must be provided by the 10th of the month in order for tuition to end at the end of that same month. Where notice is received after the 10th of the month, the applicable notice period and tuition fees may continue into the following month. No refunds will ordinarily be provided for lessons not attended during the applicable notice period. No refunds will ordinarily be provided for Revision Camps, Mock Exams, Masterclasses or Quiz bookings cancelled by a Parent/Guardian. At the Company's discretion and subject to availability, such a booking may be transferred to an alternative date. Any transfer may be subject to an applicable administrative charge where this has been communicated to the Parent/Guardian. Structured Study Plan cancellations are additionally governed by Section 5, including the four-week minimum commitment and non-refundable block-booking provisions. Deposits and advance payments will be treated in accordance with these Terms and applicable statutory rights. Nothing in these Terms excludes or restricts any cancellation, refund or consumer rights that cannot lawfully be excluded.

Responsibilities

Conduct and Behaviour

Students must behave respectfully and appropriately during tuition sessions. Students must comply with the Company's Behaviour Policy, Centre rules, safeguarding requirements and reasonable instructions provided by Tutors or staff. Disruptive, abusive, threatening, discriminatory or otherwise inappropriate behaviour may result in disciplinary action, suspension or termination of Services. Abuse, harassment or threatening behaviour towards Tutors, staff, Students or any other member of the Elivio Tutors community will not be tolerated. Parents/Guardians and Students must treat Tutors, staff, other Students, visitors, Company property and Centre facilities with appropriate care and respect. Serious misconduct may result in immediate suspension or termination where the Company reasonably considers this necessary to protect Students, staff or the effective operation of the Services.

Suspension and Termination of Services

The Company reserves the right to suspend or terminate tuition Services where there are reasonable grounds to do so. Reasons may include: serious or ongoing behavioural issues; non-payment of fees; repeated late payment; breach of these Terms; abuse, harassment or threatening behaviour; damage to Company or Centre property; safeguarding concerns; behaviour materially affecting other Students; or circumstances materially affecting the safe or effective provision of Services. Where appropriate and reasonably practicable, the Company will communicate the reason for suspension or termination to the Parent/Guardian. Termination or suspension does not remove any obligation to pay amounts properly due before the effective date of termination, subject to applicable law.

Educational Outcomes

Elivio Tutors will use reasonable care and skill when providing tuition Services. Academic progress depends on numerous factors outside the Company's direct control, including: Student ability; attendance; effort; homework completion; school performance; examination conditions; and individual circumstances. Elivio Tutors does not guarantee any particular: examination grade; assessment result; school admission; scholarship; academic improvement level; or educational outcome. Tutors will nevertheless make reasonable efforts to support each Student's learning and academic development.

Online Services and Student Portal

Where Elivio Tutors provides online tuition, digital learning resources or access to a Student Portal: Parents/Guardians are responsible for ensuring the Student has appropriate internet access, hardware and software. Login credentials must not be shared with unauthorised persons. Parents/Guardians and Students must not copy, distribute, reproduce, publish or commercially exploit materials provided through the Student Portal unless authorised by the Company. Temporary technical interruptions may occur and do not automatically create an entitlement to a refund where the Company has taken reasonable steps to restore or provide the relevant Service.

Intellectual Property

Teaching materials, worksheets, assessments, digital resources, course content, branding and other materials supplied by Elivio Tutors may be protected by intellectual property rights. Such materials are provided for the Student's personal educational use only unless otherwise stated. Parents/Guardians and Students must not reproduce, redistribute, publish, sell, commercially exploit or make such materials publicly available without prior written permission from the Company.

Privacy and Data Protection

Elivio Tutors' Privacy Policy explains how personal information is collected, used, stored and protected. HEMM T&C Ltd and Elivio Tutors will process personal information in accordance with applicable UK data protection legislation, including where applicable: the UK General Data Protection Regulation (UK GDPR); and the Data Protection Act 2018. Parents/Guardians are responsible for ensuring personal information supplied to Elivio Tutors remains accurate and up to date. Parents/Guardians should refer to the Company's Privacy Policy for information regarding: what personal information is collected; why it is processed; retention periods; sharing of information; data protection rights; and contacting the Company about privacy matters.

Safeguarding

Elivio Tutors takes the safeguarding and wellbeing of Students seriously. Parents/Guardians and Students are expected to comply with applicable safeguarding procedures and policies communicated by the Company. Where the Company has a safeguarding concern, it may take steps reasonably necessary or legally required to protect a Student or another individual. This may include sharing relevant information with appropriate safeguarding professionals, public authorities or other organisations where permitted or required by law.

Limitation of Liability

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited. Subject to applicable law, the Company will not be responsible for losses resulting from circumstances outside its reasonable control. The Company will not ordinarily be responsible for indirect or consequential losses arising from use of the Services where such liability may lawfully be excluded. Nothing in these Terms affects a Parent/Guardian's statutory consumer rights.

Events Outside Our Reasonable Control

The Company will not be responsible for delay or failure to provide Services where caused by circumstances outside its reasonable control. These may include: severe weather; transport disruption; public health emergencies; utility failures; internet failures; Centre closure or unavailability; government restrictions; emergencies; or other circumstances making normal delivery of Services impracticable. Where reasonably possible, the Company may provide an alternative: location; Tutor; date; time; or online lesson.

Changes to Services

The Company may make reasonable changes to the Services. Changes may include changes to: Tutors; lesson schedules; teaching resources; locations; delivery methods; programme structures; or educational materials. Significant changes will be communicated to Parents/Guardians as soon as reasonably practicable.

Changes to These Terms

The Company reserves the right to update or modify these Terms from time to time. Where appropriate, significant changes will be communicated to Parents/Guardians by email, through the Website, or through another appropriate communication method. Revised Terms will become effective from the date stated in the updated version. Continued use of Services after revised Terms take effect may constitute acceptance of those Terms where legally appropriate.

Governing Law

These Terms are governed by the laws of England and Wales. Any dispute relating to these Terms or the Services will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory consumer rights that provide otherwise.

Contact Information

For questions, cancellation requests, concerns or other enquiries relating to these Terms or the Services, please contact:

Acceptance of Terms

By registering a Student for tuition or other educational Services with Elivio Tutors, the Parent/Guardian acknowledges that they have read, understood and agreed to these Terms and Conditions. Where the Student is enrolled in a Structured Study Plan, the Parent/Guardian additionally acknowledges and agrees to: the minimum four-week block booking; advance payment for each four-week block; the applicable non-refundable booking arrangements; the Structured Study Plan missed-lesson policy; the requirement to book the following block in advance to secure continuity; and the expectation of regular attendance and participation. Parents/Guardians are encouraged to retain a copy of these Terms for their records.