1.1. Definitions for the purposes of the contract
“Booking”: means the paid-for request by the Client for a certain number of teaching hours.
“Tutor”: means the individual whose services are supplied by Lanterna Education Ltd to the client.
“Client”: means the individual to whom the tutor supplies the services
“Company”: means Lanterna Education Ltd, the provider of the teaching services
2. The contract
2.1. These terms and conditions constitute the contract between the Company and the Client for the supply of services in the organisation of online private tuition or online academic guidance.
2.2. The Tutor is an employee of the Company and the client may not enter into any personal agreement directly with the Tutor for the provision of any form of tuition or academic guidance.
2.2.1. Should the Client enter into a personal agreement with the Tutor the Company reserves the right to charge a fee of £3 000 from the Client for providing the initial contact.
3. The tutor
3.1. The Tutor is a person who has been trained by the Company in tutoring International Baccalaureate Diploma Programme students.
3.2. The Tutor has completed the International Baccalaureate Diploma Programme and has been accepted onto the Company’s active tutor pool after having gone through the standard recruitment process.
3.3. The Company reserves the right to appoint an appropriate tutor based on the Client’s request.
3.4. The Company reserves the right to change Tutors between sessions if this should prove necessary.
4. Organisation and procedure
4.1. Once the Client has placed a Booking with the Company, the Company has 5 working days to establish a connection between the Tutor and the Client
4.1.1. For the purposes of this contract, working days are Monday-Friday and excludes bank holidays.
4.2. The teaching will take the form of online (via Skype or similar service) interaction between the Client and the Tutor.
4.3. It is up to the Client and the Tutor to agree on the organization of the teaching. The Tutor will report back to the Company the number of hours taught. If the Client cancels a lesson with less than 12 hours’ notice or does not show up to a planned lesson the hours will be counted towards the number of hours taught.
4.3.1 The Tutor will inform the Company if they have not had a reply from the Client after 5 working days. Attempts to regain connection will be made by the Company. Should the Company not receive a reply from the Client after 5 working days, the Client will not be eligible for a refund.
4.4. The Tutor will record teaching time based on the nearest 15 minutes rounding up.
4.5. In the unlikely event of a Tutor not contacting the Client it is the Clients responsibility to inform the Company so this can be investigated.
4.5.1. The Company will endeavour to reconnect the Client with the Tutor, if after 3 working days this has not been possible a replacement tutor will be sought.
5. Fees and cancellation
5.1. The current hourly fee is £53-£60 GBP including VAT. Tuition is structured in packages which each have different prices.
5.2. The minimum number of hours bookable is five (5).
5.3. A Booking for Online Private Tuition is only valid if it has been paid in full.
5.4. If no contact has been initiated by a Tutor with the client within two (2) weeks of the Booking being placed the contract will be canceled and the Client will receive a full refund of the sum paid.
5.5. No refund will be given if the number of hours booked is less than the actual numbers of hours of teaching required.
5.6. The Client retains the right to cancel any Booking within 14 days of the Booking being made, provided that no tutor has been assigned by the Company. In this case, a full refund will be given.
5.7. Bookings canceled by the Client after 14 days of the Booking being made, are non-refundable.
5.8. The Company reserves the right to cancel a Booking before or after the provision of the service has started. In this event, the Client will be refunded such proportions of the initial sum paid corresponding to the part of the service that has been canceled.
6. Satisfaction guarantee
6.1.The minimum number of hours booked for the satisfaction guarantee to operate is 10.
6.2.The Company operates a 100% satisfaction guarantee with regard to the services provided by its Tutors. If the Client is in any way unhappy with the services provided the Company will investigate.
6.2.1. In the first instance, the Company reserves the right to appoint a different Tutor if the services of the initially appointed Tutor are deemed unsatisfactory by the Client.
6.2.2 If the Client remains dissatisfied with a different Tutor appointed by the Company, a full refund will be issued.
6.3. The Client must notify the Company immediately if they are not entirely pleased with the services provided. Failure to do so will render the Satisfaction Guarantee invalid.
6.4. If the number of teaching hours exceeds 5 without the Client having expressed dissatisfaction with the services provided the Client shall be deemed as satisfied with the service.
6.4.1. If the Client notices a change in the service provided after 5 hours of teaching that makes the Client dissatisfied, the Client shall notify the Company immediately. If the Company is unable to make such amends as renders the service satisfactory again the Client shall receive a refund of the remaining hours booked.
7.1. Whilst every effort is made by the Company to give satisfaction to the Client by ensuring reasonable standards of skills, integrity, and reliability from Tutors and further to provide them in accordance with the Client’s booking details, the Company is not liable for any loss, expense, damage or delay arising from any failure to provide any Tutor for all or part of the period of booking or from the negligence, dishonesty, misconduct or accidental damage to property during the assignment or lack of skill of the Tutor.
8.1. These terms are governed by the law of England and Wales and are subject to the exclusive jurisdiction of the courts of England.