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Frequently Asked Questions

How does does scheduling work?

We've found that our students benefit most from a regular, consistent schedule. Once a client has registered their student(s), we coordinate with them to establish a weekly schedule that works with their schedule such that changes and disruptions are minimized. Of course, things come up, so sessions may be rescheduled when possible if sufficient notice is given.

How does billing work?

Our clients have access to their account portal, in which they may see their account balance, any invoices, and payment methods. We ask that our clients pay for each month's sessions in advance at the beginning of that month using any of our accepted payment methods. If no payment has been made by the end of the month, the outstanding balance will be charged to the card on file. If that payment is declined, the client must immediately update their card on file and make payment within 24 hours or their student will be removed from our schedule. 

Will I be charged for a missed session?

We have a strictly-enforced 24 hour notice cancellation policy. Any sessions cancelled within 24 hours of the scheduled session will be charged for the full cost of the session. Because we do not utilize contracts or membership agreements to retain our clients, this policy is an important protection for our business, while encouraging our clients to prioritize their students' tutoring schedules and to value our time and efforts in helping their student(s). 

What about inclement weather?

You should plan for online sessions to be held as scheduled. For in-person sessions, please contact us as soon as possible to confirm whether we will be having in-person sessions in such an event. 

 

Our in-person sessions and programs generally follow Fairfax County Public School System's inclement weather closures. However, in instances where FCPS schools pre-emptively close for expected inclement weather but such weather doesn't occur or is much less severe than anticipated, we may still hold sessions if it is safe to do so. 

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If a day's sessions are all cancelled, it may not be feasible to reschedule them. If you have already made your monthly payment, you will receive credit in your account that can be applied to future sessions, supplementary materials, or merchandise.

Do you offer refunds?

Unfortunately, we do not offer refunds for credits (unused funds) in your account. Credits may occur when a client has made a pre-payment at the beginning of the month and then subsequent schedule  adjustments result in fewer session occurring than were paid for. When this happens, those credits will be applied to any future charges in your account for sessions, supplemental materials, or merchandise. In the event that you have credits in your account but are no longer using our services, those credits will remain in your account and will be available should you wish to return to us. For credit-bearing accounts that have been inactive for over 12 months, those credits will be used to fund a scholarship account for lower-income students with limited access to supplemental education services. 

If we are late to a session, can we make up the time?

Clients are responsible for ensuring their students show up to their sessions on time. We cannot guarantee that we will be able to make up any time when a student is late. However, if the session starts late because of an issue on our end, we will do everything in our power to ensure that the student receives their full session time. 

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