Tutoring Services: Bookings, Terms & Conditions, and Refund Policy

Purpose and Philosophy

Policy Scope

This policy establishes NSEMM’s comprehensive framework for delivering high-quality tutoring and educational support services that enhance students’ educational development and progression as one of NSEMM’s core charitable aims and service offers. It applies to all tutoring activities including individual sessions, group support, university admissions guidance, specialist examination preparation, booking procedures, service delivery terms, and financial arrangements.

Our tutoring and educational support services complement formal education by providing personalised support that builds confidence, addresses specific learning needs, and enables students to achieve their educational goals. This policy ensures consistent service delivery whilst maintaining our charitable mission of making education accessible to all through our pay-what-you-can model.

Educational Complement Framework

NSEMM tutoring and educational support services are designed to augment, not replace, public sector education provision. We work alongside schools and formal educational institutions to provide additional support that enhances students’ learning experiences and outcomes.

We do not operate as a child’s sole education provider and will not run sessions as a replacement for formal education. Our role is to build upon existing learning, address specific gaps, and provide targeted support that enables students to succeed in their primary educational settings.

Student progress remains primarily the responsibility of the student and their formal education providers. NSEMM provides support and guidance but does not assume liability for educational outcomes or academic achievement.

Pay-What-You-Can Philosophy

Our charitable approach ensures education remains accessible regardless of financial circumstances. The pay-what-you-can model allows families to contribute what they can afford whilst ensuring sustainability of our services.

Payment amounts are confidential between families and NSEMM. Tutors are never informed of payment amounts to ensure all students receive equal treatment and support regardless of their financial contribution.

Service Overview and Eligibility

Age Range and Eligibility

Services are available primarily to students under 25 years of age, in accordance with our constitutional objectives. We welcome students of all backgrounds and abilities who can benefit from additional educational support across Key Stage 3, GCSE, A-Level, and equivalent qualifications.

Individual tutoring is available to students across all key educational stages from Key Stage 3 through to university admission preparation. Group tutoring arrangements can be made for students of similar age and ability levels where appropriate.

Subjects and Specialisms

We offer tutoring across national curriculum subjects for Key Stage 3, GCSE, A-Level, and equivalent qualifications. Our tutors specialise in specific subject areas based on their academic qualifications and expertise.

University admissions support includes preparation for UCAT and GAMSAT examinations, mock interview practice, personal statement guidance, and UCAS application support. This specialised support is provided through our pay-what-you-can model with interviews and mentoring offered free of charge.

Excluded Content and Limitations

We do not provide tutoring in Relationships and Sex Education (RSE), Citizenship, or Religious Education as standalone subjects. We can address gender identity and sexuality topics within appropriate curriculum contexts and provide sensitive, factually accurate teaching about historical atrocities.

Tutors will not offer diagnostic help, therapeutic advice, or support that replaces professional mental health or medical services. We do not provide support for drug manufacture or dealing, fraud or identity theft, or cheating or academic dishonesty including ghostwriting or fake data generation.

Political topics are taught with balanced perspectives presenting multiple viewpoints without discrediting personal beliefs. Tutors reserve the right to conscientiously object to teaching content they find professionally uncomfortable outside normal academic curriculum requirements.

Booking and Access Procedures

NSEMM Hub Platform

All tutoring sessions are booked through the NSEMM Hub, which provides direct online access for students and trusted adults. The platform enables real-time availability checking, tutor selection, and session scheduling up to four weeks in advance.

Booking flexibility accommodates urgent needs where possible, though peak periods including examination seasons and university application deadlines may have limited availability. The system prioritises effective student-tutor matching based on subject expertise, learning style compatibility, and any specific requirements.

Booking Authorisation Requirements

All session bookings must be authorised by the bill payer, who holds responsibility for payment arrangements and session management. Confirmation emails are sent to the bill payer for all bookings, cancellations, and rescheduling to ensure appropriate oversight and communication.

For students under 18, trusted adults must complete all pre-session forms and provide authorisation for each lesson. This ensures appropriate safeguarding oversight and maintains clear communication channels between NSEMM and responsible adults.

Student-Tutor Matching Process

Student-tutor matching is based on subject expertise, learning style compatibility, and any specific requests from students or families. Our matching system ensures appropriate pairing to maximise learning effectiveness.

Alternative tutors can be arranged if initial matches are not working effectively. We prioritise student comfort and learning outcomes in all matching decisions. Students may request tutor changes at any time, and NSEMM prioritises effective learning relationships over administrative convenience.

Recurring Sessions and Individual Bookings

Sessions can be booked as recurring appointments for up to four weeks at a time. After the initial four-week period, students should rebook with their tutor through the NSEMM Hub or contact their tutor directly to arrange extended recurring sessions beyond the standard booking window.

Individual session bookings are also available for students requiring occasional support or those testing compatibility with different tutors. The booking system accommodates both regular ongoing support and flexible one-off sessions based on student needs.

Group sessions through the pay-what-you-can model are not available for individual arrangements. School-based group sessions are available with group size limits determined by the schools service arrangements and specific institutional requirements.

Service Delivery Standards

Session Structure and Duration

Standard tutoring sessions comprise 55 minutes of teaching followed by 5 minutes of administrative time for session reporting and planning. This structure ensures focused learning time whilst maintaining comprehensive record-keeping.

Minimum session duration is 30 minutes with no administrative time, available where shorter sessions better meet student needs. Longer sessions are not officially supported but may be arranged in exceptional circumstances.

Sessions are structured to include learning objective setting, active teaching and learning, progress assessment, and reflective consolidation to maximise educational effectiveness.

Technology Requirements and Support

Students require appropriate technology for online session participation including a laptop or desktop computer with microphone, webcam where possible, and reliable internet connection. Minimum specifications include 4GB RAM, internet speeds of at least 5Mb/s download and 3Mb/s upload, and current web browser software.

We can help families who cannot meet these requirements through equipment loan arrangements where available. Recommended equipment includes earphones with microphone to prevent echoing and reduce background noise, though NSEMM provides advanced noise cancellation technology.

A demonstration facility is available to test technology compatibility before booking sessions. Technical support is available through the NSEMM troubleshooting resources and support page. Students should exhaust all technical support steps before contacting NSEMM directly through the contact page for additional assistance.

Emergency Procedures

In the event of technical emergencies, sessions may be moved to alternative platforms where possible, though continuation via phone may not always be feasible. Rescheduling procedures will be implemented as necessary to ensure minimal disruption to learning.

Mid-session tutor illness or premises emergencies affecting either party result in immediate session termination and rescheduling arrangements. Communication regarding the incident and rescheduling will be provided within 48 hours of the lesson end time, with pro-rated refunds available based on completed session time.

Power outages and internet failures are assessed individually to determine appropriate response measures, including session credits, rescheduling, or alternative arrangements based on the specific circumstances and technical feasibility.

Supervision and Safeguarding Requirements

Students of primary school age require trusted adult presence during sessions or within earshot to ensure appropriate safeguarding and support. Where this is not possible, dedicated safeguarding measures include mandatory pre-session conversations with parents, emergency contact must be immediately reachable by phone during sessions, recordings reviewed, and written consent may be required in some cases.

Trusted adults must be contactable by phone during all sessions regardless of student age to maintain communication channels. For students aged 13 and above, tutor discretion applies regarding trusted adult presence during sessions, recognising developing independence whilst maintaining safeguarding standards.

Special Educational Needs Support

We are committed to supporting students with additional learning needs and will follow and utilise any existing Education, Health and Care Plans (EHCPs) or Individual Education Plans (IEPs) to ensure appropriate support provision.

Reasonable adjustments are available including modified session structures, extended session times, additional break periods, and adapted communication methods to meet individual student needs. Equipment provisions may be available on a case-by-case basis to support accessibility requirements.

Tutors receive training to support students with diverse learning needs, and we work collaboratively with existing support teams to ensure continuity of approach across educational settings.

Attendance and Participation Expectations

Students are expected to attend all booked sessions punctually and prepared to engage with planned learning activities. Consistent attendance supports effective learning progression and demonstrates respect for tutor time and preparation.

Students are expected to demonstrate respectful communication with tutors and maintain appropriate behaviour that supports effective learning. This includes following tutor instructions, engaging constructively with learning activities, and using technology appropriately for educational purposes.

Behavioural Standards and Intervention

Disruptive behaviour that prevents effective learning is not acceptable and may result in session termination. Students should arrive prepared to learn, treat tutors and technology with respect, and maintain focus on educational objectives throughout sessions.

Minor behavioural issues are addressed through constructive guidance and redirection from tutors. Persistent disruptive behaviour that prevents effective learning will result in warnings and discussion with trusted adults about appropriate support strategies.

Serious behavioural issues that make session continuation impossible may result in immediate session termination at tutor discretion. This includes aggressive behaviour, deliberate disruption of learning activities, inappropriate use of technology, or any behaviour that compromises safety or educational effectiveness.

Non-Attendance Procedures

No-shows are recorded and monitored by NSEMM safeguarding teams as part of student welfare oversight. Trusted adults are contacted immediately following any no-show to ensure student safety and discuss any support needs.

Three consecutive no-shows without appropriate notice result in automatic cancellation of all future booked sessions. This policy ensures tutor availability for committed students whilst maintaining appropriate resource allocation. Trusted adults receive notification of the cancellation policy and opportunity to discuss any circumstances affecting attendance.

Payment and Financial Arrangements

Payment Structure

Our soft minimum payment is £5 per session to cover payment processing fees, platform costs, and administrative expenses. This ensures programme sustainability whilst maintaining accessibility.

The suggested payment amount is £17 per session, calculated to cover all operational costs and fair tutor remuneration above living wage levels. This amount supports programme development and ensures tutors receive appropriate compensation whilst remaining accessible to families with varying financial circumstances.

Payment Methods and Processing

Payment is collected by direct debit through our payment partner GoCardless, taken 24 hours before each lesson. This ensures reliable payment processing whilst maintaining convenience for families.

Alternative payment arrangements are available through account credit facilities managed by our support team via the contact page for families preferring different payment methods. School-based tutoring is invoiced directly to educational institutions under separate arrangements.

Cancellation and Rescheduling Procedures

Lesson cancellations require 24 hours notice to avoid charges and ensure appropriate tutor compensation. Cancellations meeting this requirement automatically generate session credits equivalent to the payment amount for future use.

Cancellations with less than 24 hours notice are subject to tutor discretion regarding refund provision. Emergency cancellations are considered on a case-by-case basis with appropriate justification including sudden illness, family emergencies, or other unavoidable situations preventing session attendance.

When tutors need to cancel sessions for any reason, students receive full choice between session credits or monetary refunds. Advance notice from tutors enables rescheduling opportunities where possible, and alternative tutors may be arranged for urgent sessions if suitable matches are available.

Session rescheduling is accommodated within tutor availability and scheduling constraints. Students should request rescheduling through the NSEMM Hub or direct tutor contact, providing reasonable advance notice where possible. Multiple rescheduling requests may be reviewed to ensure appropriate service use and fair access for all students.

Refund Policy and Session Credits

All refunds are issued as session credits rather than monetary refunds, reflecting the charitable nature of NSEMM services and legal requirements regarding donation returns. Session credits maintain equivalent value to original payments and provide flexibility for future service use.

Session credits expire after 12 months from issue date. You will receive email notification if credits are approaching expiry, and can contact us to work out a grace period where appropriate. Credits are managed per account and can be transferred between different subjects, tutors, or students under the same sponsorship arrangement.

Monetary refunds are provided only in specific circumstances including payment made by someone lacking mental capacity to donate, sessions booked without parental/sponsor knowledge or consent, legal requirements preventing acceptance of the payment, and specific donation terms requiring return in certain circumstances.

Where sessions are terminated due to serious behavioural issues, no refunds are provided as the service termination results from student actions rather than NSEMM service failure. Mid-session terminations for behavioural reasons result in pro-rated refunds based on completed session time.

Students discontinuing NSEMM services may choose between monetary refund of unused session credits or conversion to giftaidable donations supporting NSEMM’s charitable work. Gift Aid conversion is entirely voluntary and cannot be required as a condition of service discontinuation.

Quality Assurance and Monitoring

Tutor Standards and Qualifications

All tutors must meet rigorous academic standards including minimum 52 points across 8 core GCSE subjects with grade 6 minimum in English and grade 6 minimum in mathematics (grade 5 acceptable only if degree includes passed mathematics or statistics module).

A-Level requirements include preferably grade B or higher in subjects to be tutored, or 112+ UCAS points from 3 A-Levels with at least grade C in the tutoring subject. International Baccalaureate requires overall diploma score of 35+ with grade 6 in Higher Level for tutoring subjects.

Current university students require 60% average in relevant degree with evidence of subject knowledge. Graduates need 2:1 degree with proof of A-Level knowledge or further studies in past 4 years. PGCE or research postgraduate degrees provide automatic clearance for relevant subjects.

All tutors must complete Enhanced DBS checks through the Disclosure and Barring Service before commencing duties. The Essentials of Numeracy standard must be achieved on the full challenge check-up regardless of tutoring subject. Excellent communication skills, strong interpersonal abilities, and passion for education are essential.

Professional Development

Ongoing training is provided through our partnership with the University of Nottingham. Regular professional development opportunities ensure tutors maintain current knowledge and effective teaching practices.

Tutors participate in regular supervision and support meetings to discuss student progress, address challenges, and access additional training as needed.

Session Recording and Review

All lessons are recorded and stored securely on the NSEMM Lessonspace platform for quality assurance and safeguarding purposes. Recordings are accessible to designated safeguarding leads and managers for review purposes.

Parents can access session recordings upon request to support transparency and family engagement with their child’s learning progress.

Quality Reviews and Performance Management

Random quality reviews are conducted approximately bi-monthly to assess teaching effectiveness, student engagement, and adherence to professional standards. Reviews are conducted by qualified staff including PGCE students, teachers, or Designated Safeguarding Leads.

Three failed quality audits result in placement on a performance improvement plan with additional support and monitoring. Gross misconduct or safeguarding concerns may result in immediate management action.

Student Satisfaction and Feedback

Automatic satisfaction surveys are conducted after sessions through page redirect to feedback forms. Student and family feedback is regularly reviewed and used to improve service delivery and tutor performance.

Satisfaction data is analysed to identify trends, recognise excellent practice, and address areas requiring improvement across the tutoring programme.

Safeguarding and Professional Standards

Recording and Supervision

All tutoring sessions are recorded to ensure safeguarding compliance and quality assurance. No one-to-one in-person sessions occur without another staff member present to maintain appropriate supervision.

Professional boundaries are maintained throughout all interactions, with clear expectations about appropriate tutor-student relationships and communication. Communication outside scheduled sessions should be limited to essential educational coordination and conducted through appropriate NSEMM channels.

Content Monitoring

Session content is monitored to ensure appropriateness and educational value. Extremist content, hate speech, or inappropriate materials are not permitted and result in immediate intervention.

Tutors are trained to identify and report any concerning content or student disclosures in accordance with safeguarding procedures as detailed in our safeguarding policies.

Data Protection and Privacy

All student information is handled in accordance with GDPR and data protection legislation. Access to student records is restricted to authorised personnel with legitimate educational or safeguarding needs.

Session recordings and progress data are stored securely and retained for appropriate periods to support educational continuity and regulatory compliance. Communication with families respects privacy preferences and maintains confidentiality of educational information.

Intellectual Property Rights

NSEMM owns all intellectual property rights to session recordings, teaching materials, educational resources, and content provided during tutoring sessions. Students retain ownership of their own work created during sessions, including written assignments, projects, and creative outputs.

NSEMM retains the right to use student work for promotional, training, or educational development purposes with appropriate consent. This may include anonymised examples of student progress, testimonials, or educational case studies that support service development and promotion.

Progress Tracking and Reporting

Learning Objectives and Assessment

Learning objectives are established with students before tutoring begins and reviewed at the start of most sessions depending on individual student needs. Objectives are tailored to complement formal education and address specific learning gaps.

Progress towards objectives is monitored continuously throughout sessions with regular review and adjustment as needed to ensure continued relevance and effectiveness.

Session Reporting

Tutors complete comprehensive session reports at the end of every session documenting learning objectives addressed, activities undertaken, student progress observed, and recommendations for future sessions.

Session reports are available through the NSEMM Hub, providing students and families with detailed insights into learning progress and areas for continued focus.

Progress Communication

Parents can request free progress discussion meetings to review their child’s development and plan next steps. These meetings involve relevant tutors and education staff to provide comprehensive progress assessment.

Progress measurement focuses on confidence building, student engagement, and individually defined success metrics based on student goals and needs rather than standardised assessment alone.

Transition and Continuity Procedures

Established handover processes ensure smooth transitions when students change tutors, with comprehensive information sharing to maintain learning continuity. Transition between educational levels (such as GCSE to A-Level) does not always require tutor changes, as many tutors are qualified across multiple levels.

University transition support is available to help students prepare for higher education. However, tutors specialise in pre-university education and may conclude their support once students progress to university level, with appropriate transition planning and signposting to university support services.

Archive procedures for student records when services conclude are detailed in our data protection policy, ensuring appropriate retention and secure disposal of educational information.

Resource Provision and Learning Support

NSEMM maintains a resource bank of educational materials and provides some learning resources as appropriate to session content and student needs. Students are expected to come prepared to learn and may need to provide some materials. Resources and materials are shared between sessions to support continuity of learning.

Homework or tasks between sessions may be provided where appropriate to consolidate learning and support progress. All additional work is voluntary and designed to enhance rather than burden student learning.

Multi-language and EAL Support

Support is available for English as Additional Language (EAL) students where possible, including translation services for essential communications and bilingual tutor availability based on our tutor network capabilities.

Families requiring language support for pre-session forms or key communications should contact NSEMM through our contact page to discuss available options and arrangements.

Partnership and Referral Services

Educational Partnerships

We work directly with schools and educational institutions to provide complementary support that enhances formal education outcomes. Partnership agreements ensure coordinated approaches to student support.

Current partnerships include collaboration with Nottingham City Council for community education network provision, delivering volunteer tutoring at local libraries on scheduled days. School-based sessions operate under institutional safeguarding policies and require school contact details and Designated Safeguarding Lead information.

Referral Acceptance

We accept referrals from social services, schools, healthcare providers, and other agencies supporting young people’s educational development. Referral processes ensure appropriate matching of services to student needs.

Referral information is handled confidentially and used to tailor support approaches to individual circumstances and requirements. Specialised support may be provided for students with additional needs or challenging circumstances.

Community Education Network Sessions

Free community education network sessions are delivered through partnerships with local organisations and libraries. These sessions require trusted adult contact details for safeguarding purposes but operate under simplified booking procedures whilst maintaining the same quality standards and safeguarding protections as paid tutoring.

Complaints and Continuous Improvement

Complaint Procedures

Complaints about tutoring quality, service delivery, or booking procedures can be submitted through our contact page and are addressed in accordance with our formal complaints policy. All complaints are investigated thoroughly and resolved promptly.

Initial complaints are addressed by senior education staff with escalation to senior management where necessary. Families are kept informed throughout the resolution process with clear timelines for complaint resolution.

Dispute Resolution

Disputes regarding session quality, refunds, or service delivery are resolved through structured discussion and mediation where appropriate. NSEMM prioritises fair resolution that maintains positive relationships whilst ensuring appropriate service standards.

Complex disputes may require external mediation or legal advice to ensure appropriate resolution. All dispute resolution processes maintain focus on student welfare and educational effectiveness.

Service Development and Continuous Improvement

Regular review of service effectiveness uses student outcomes, family feedback, and professional assessment to identify enhancement opportunities. Service development balances innovation with proven effective practice.

Learning from complaints is incorporated into service development and staff training to prevent recurrence and enhance overall quality. Best practice is shared across the tutoring team to ensure consistent high-quality service delivery.

Ongoing professional development ensures tutors maintain current knowledge and effective teaching practices. Regular training updates, supervision, and peer learning opportunities support continuous improvement alongside performance management processes that support individual development whilst maintaining service quality standards.

Contact Information

For tutoring enquiries and support, booking assistance, technical support, complaints, or concerns, visit our Contact page.

For emergency safeguarding issues: Designated Safeguarding Lead

This policy is reviewed annually and updated to reflect changes in educational best practice, regulatory requirements, and service delivery experience.