Terms and conditions

At Ely Classrooms, we strive to offer flexible and accommodating tutoring services while maintaining fairness for all students and tutors. Please review our terms and conditions, including refund and cancellation policies, below:

Tutoring Sessions

1-1 Sessions

We do not offer refunds or cancellations for 1-1 sessions.

Rescheduling: If the pupil is unable to attend a pre-booked session for any reason, you can reschedule at a time convenient for both the tutor and the pupil. While we ideally ask for 24 hours’ notice, we understand that unforeseen circumstances may arise and will do our best to accommodate rescheduling requests with less notice. Please note that if frequent rescheduling occurs, a small administrative fee may be applied.
Tutor Rescheduling: If the tutor needs to reschedule a session, we will arrange a new time that is convenient for both the tutor and the pupil at no additional cost.

2-1 or Small Group Sessions

Cancellation: If you need to cancel a 2-1 or small group session, we will refund 25% of the session cost. While we ideally ask for 24 hours’ notice, we understand that unforeseen circumstances may arise. In the case of repeated cancellations, an administrative fee may be charged.
Rescheduling: We regret that we cannot reschedule group sessions due to the impact on other students.
Our Cancellation: If we need to cancel a group tutoring session (e.g., due to staff illness), we will either substitute the tutor, reschedule the session at a time convenient for the group, or provide a refund for that session.

Direct Arrangement Policy

Business and Payments Through Ely Classrooms
All business, including scheduling and payments, must be conducted through Ely Classrooms. Clients and tutors are not permitted to make individual arrangements for sessions or payments outside of Ely Classrooms’ platform.
Prohibition of Direct Engagement
Clients and tutors agree not to enter into any private agreements for tutoring services outside the scope of Ely Classrooms. This includes, but is not limited to, arranging sessions, discussing pricing, or making payments directly between clients and tutors.
Consequences of Bypassing Ely Classrooms
If a client or tutor is found to have bypassed Ely Classrooms and engaged in direct arrangements, the following consequences will apply:
- Clients: Immediate termination of services without a refund for any remaining sessions.
- Tutors: Immediate termination of their contract with Ely Classrooms and forfeiture of any outstanding payments.
Reporting Violations
If you become aware of any attempts to circumvent Ely Classrooms, please report it immediately to our support team. Ely Classrooms will investigate all reported violations thoroughly.
Legal Action
Ely Classrooms reserves the right to pursue legal action against any parties involved in bypassing our system to recover damages and losses resulting from such actions.

By using our services, both clients and tutors agree to adhere to this policy and understand the consequences of non-compliance.

Courses, Workshops and Events

Cancellations made more than 14 days before the event: Full refund.
Cancellations made between 7-14 days before the event: 50% refund.
Cancellations made less than 7 days before the event: No refund.

Trips (e.g., Theatre Trips, Museum Trips, London Tours, etc.)

Cancellations for trips which include booking and transport fees: Due to advance booking requirements for tickets and transportation, refunds for trip cancellations will depend on the policies of the venue and transport provider. Therefore, there will be a cost to cancelling at any time, and transport costs shared pro-rata will not be refunded.
Cancellations trips which do not include booking and transport fees: Cancellations will not be refunded unless the place can be filled by someone on the waiting list. In such cases, 50% of the cost will be refunded.
Transfer of Booking: We accept substitutions if you wish to transfer your booking to another person. Please notify us as soon as possible to facilitate this change.

General Disclaimers

Course Content: Ely Classrooms reserves the right to modify the content of courses and sessions as needed to best meet the educational goals of our students. We will notify you of any significant changes.
Tutor Availability: While we make every effort to ensure that sessions are conducted by the assigned tutor, we reserve the right to substitute tutors if necessary due to illness, personal emergencies, or other unforeseen circumstances.
Educational Materials: The materials used in our courses are selected to best support the curriculum and learning objectives. We may update or change these materials as needed.

Payment Policy for Direct Debits

Clients can choose to pay for our services through a single online payment for the full amount, or in instalments by setting up direct debit payments via Go Cardless.

If the instalment by direct debit payment option is chosen, an invoice will be issued by us, and the following conditions apply:

Payment Obligation

Clients are required to ensure sufficient funds are available in their nominated bank account to cover the direct debit payments.

Notification of Failed Payment

In the event that a direct debit payment does not go through, the client will be notified via email or SMS within 24 hours of the failed transaction.

Retry of Payment

A second attempt to process the payment will be made within 48 hours after the initial failure. Clients should ensure that sufficient funds are available at this time.

Late Payment Fees

If the second attempt to process the payment also fails, a late payment fee of £10 will be applied to the client’s account. This fee is to cover administrative costs associated with the failed payment.

Suspension of Services

If payment has not been received within 7 days following the second failed attempt, the client’s access to tutorial services may be suspended until the outstanding amount, including any late fees, is settled.

Payment Arrangements

Clients experiencing financial difficulties are encouraged to contact us as soon as possible to discuss alternative payment arrangements. We aim to be flexible and understanding in such circumstances.

Termination of Services

If the outstanding payment, including late fees, remains unpaid for more than 30 days, we reserve the right to terminate the client’s enrollment in our services. Any outstanding debt may be pursued through a debt collection agency, which could incur additional costs to the client.

Reinstatement of Services

Once the outstanding payment, including any late fees, has been cleared, services can be reinstated. Reinstatement may be subject to an additional administration fee of £15.

Dispute Resolution

If a client believes a payment has been wrongly processed or a fee has been wrongly applied, they should contact us immediately to resolve the issue.

By agreeing to these terms, clients acknowledge their understanding and acceptance of our payment policy for failed direct debits.
We appreciate your understanding and cooperation. If you have any questions or need further assistance, please contact us directly.