These Terms of Service explain the arrangements that apply when parents, carers or individual clients purchase tutoring, educational assessment, SEND support or related education services directly from ThriveTrack Education.
Services commissioned by schools, local authorities or other organisations may be governed by a separate written service agreement.
1. About ThriveTrack Education
ThriveTrack Education provides personalised tutoring, educational intervention, SEND-informed support, assessment and related educational services.
Questions about these terms can be sent to:
2. Enquiries and bookings
Submitting an enquiry through our website does not by itself create a contract or guarantee availability.
Before tutoring or another service begins, we will normally confirm the relevant arrangements, which may include:
- the service required;
- learner and subject information;
- session length and frequency;
- whether sessions will take place online or in person;
- location where applicable;
- price;
- any applicable travel charge; and
- the proposed start date.
A booking becomes confirmed when the agreed arrangements have been accepted and any payment required in advance has been made.
3. Fees and payment
The applicable price will be confirmed before the service begins.
Prices may vary depending on factors such as:
- the type of support required;
- learner age or academic level;
- session length;
- location;
- travel requirements;
- complexity of the case;
- preparation requirements; and
- the package or programme selected.
Where weekly instalments or another payment arrangement is agreed, payments must be made according to the agreed schedule.
We will not introduce additional charges that have not been communicated to the client in advance.
4. Travel charges
For in-person tutoring, standard travel requirements will be considered when the price is agreed.
Where the expected round-trip travel time exceeds 75 minutes, an additional travel charge may apply at £5 for each additional 30 minutes of travel.
Any applicable travel charge will be communicated before the relevant service is confirmed.
5. Cancellations and rescheduling
We ask clients to provide at least 24 hours' notice if a booked session needs to be cancelled or rearranged.
Where at least 24 hours' notice is provided, we will aim to offer an alternative session, subject to availability.
Where less than 24 hours' notice is provided, or the learner does not attend a scheduled session, the session may still be chargeable where the reserved tutoring time cannot reasonably be reallocated.
ThriveTrack Education may offer one courtesy replacement session in appropriate circumstances. A courtesy replacement is subject to availability and does not create an automatic entitlement to repeated replacement sessions.
Cancellation charges will be applied reasonably and will not exceed losses that ThriveTrack Education is legally entitled to recover.
6. If ThriveTrack Education cancels
If ThriveTrack Education or the assigned tutor needs to cancel a session, we will normally offer:
- a replacement session; or
- where an appropriate replacement cannot be arranged, a refund or credit for the affected session.
Clients will not be charged for a session that ThriveTrack Education cancels without providing the agreed service or a suitable alternative.
7. Refunds
Refund requests will be considered according to:
- the services already supplied;
- sessions already delivered or reserved;
- preparation or other work already undertaken where applicable;
- the circumstances of the cancellation; and
- the client's statutory consumer rights.
We do not operate a blanket “no refunds” policy.
Where ThriveTrack Education is required by law to provide a refund, we will do so.
8. Statutory cancellation rights
Where a consumer enters into a qualifying service contract at a distance, for example online, by telephone or by email, they may have a legal right to cancel the contract within 14 days without giving a reason.
If the client asks ThriveTrack Education to begin providing services during that cancellation period, the client may be required to pay for the proportion of the service that has already been provided before cancellation.
Where a service has been fully performed during the cancellation period at the client's express request and the legal requirements for starting early have been satisfied, the statutory cancellation right may end once the service has been fully performed.
Nothing in these Terms limits statutory consumer rights.
9. Attendance and learner participation
Parents and carers should take reasonable steps to ensure that the learner:
- is available at the agreed time;
- has access to necessary learning materials or equipment;
- has an appropriate environment for the session; and
- attends consistently where a programme of support has been agreed.
For online sessions, the client is responsible for providing a suitable device and reliable internet connection.
10. Parents and carers
For children and young people, the parent or carer remains responsible for appropriate supervision outside the scope of the tutoring service.
Parents and carers should provide information reasonably necessary for ThriveTrack Education to deliver the service safely and effectively.
Sensitive personal information should only be provided where relevant and necessary.
Our handling of personal information is explained in our Privacy Notice.
11. SEND and reasonable adjustments
We aim to understand relevant learning, communication, SEND and accessibility requirements before or during service delivery.
Where appropriate and reasonably practicable, we will make adjustments to support the learner.
Parents, carers and commissioning organisations should provide relevant information that is necessary for us to plan safe and appropriate support.
12. Safeguarding
The safety and welfare of children and young people is a priority.
All services are subject to ThriveTrack Education's safeguarding arrangements.
Where a safeguarding concern arises, information may need to be recorded or shared with appropriate safeguarding professionals or statutory agencies.
Please see our Safeguarding page for further information.
13. Educational outcomes
ThriveTrack Education aims to provide high-quality teaching and support tailored to the learner.
However, educational progress depends on a number of factors, including attendance, participation, prior attainment, learning needs and circumstances outside our control.
We therefore cannot guarantee:
- a particular examination grade;
- admission to a particular school or institution;
- a specific assessment result; or
- a particular level of academic progress within a specified period.
This does not affect our obligation to provide the agreed service with reasonable care and skill.
14. Tutor changes
Where necessary, ThriveTrack Education may propose a change of tutor because of availability, suitability, safeguarding, scheduling or operational requirements.
Where possible, we will communicate significant changes in advance and seek to minimise disruption to the learner.
15. Behaviour and safety
Learners, parents, carers and tutors are expected to interact respectfully.
ThriveTrack Education may pause or end a session where continuing would create a safety, safeguarding or serious behavioural concern.
Repeated abusive, threatening, discriminatory or unsafe behaviour may result in services being suspended or terminated.
Where reasonably possible, we will explain the reason and any next steps.
16. Ending services
Either the client or ThriveTrack Education may end an ongoing tutoring arrangement.
Any outstanding fees for services already provided or validly chargeable under these Terms remain payable.
Where money has been paid in advance for services that will no longer be provided, any refund due will be calculated fairly, taking account of services already supplied and any losses ThriveTrack Education is legally entitled to recover.
17. Complaints
We want concerns to be raised as early as possible so that they can be investigated appropriately.
Complaints can be sent to:
hello@thrivetrackeducation.co.uk
Please include sufficient information for us to understand the issue and investigate it.
Safeguarding concerns should be treated in accordance with our safeguarding procedures rather than delayed while a general complaint is being considered.
18. Changes to these Terms
We may update these Terms when our services, operating arrangements or legal obligations change.
Changes will not retrospectively remove rights that have already arisen under an existing contract.
The current version will be published on our website with its latest update date.
19. Your statutory rights
Nothing in these Terms excludes or restricts rights that cannot lawfully be excluded or restricted under UK consumer law.