Mastery Map LTD Tutoring Terms

1.1 All of our tutors are qualified teachers / subject specialists with Qualified Teacher Status.

1.2 All our tutors have enhanced DBS (Disclosure and Barring Service) or ICPC (International Certificate Police Clearance) checks and maintain up-to-date safeguarding training in accordance with educational standards.

1.3 I, Helen Frost, am a member of The Tutor’s Association and maintain their terms of practice.

1.4 We may engage associate tutors to carry out some of the work involved in providing our Services. These associates are qualified professionals who adhere to the same professional standards as our in-house tutors. All associates have appropriate qualifications and enhanced DBS or ICPC checks. By engaging with our Services, you consent to the potential involvement of associate Tutors in your education.

1.5 Where appropriate, we may refer students to other educational professionals or services. In some cases, a referral fee may be received. This fee does not impact the cost to the student. All referrals are made transparently and with consent.

1.6 We maintain professional indemnity insurance and public liability insurance appropriate for the tutoring services we provide. Details of our insurance coverage are available upon request.

2.1 The Services we provide include Early Years Foundation Stage Literacy and Maths, UK Primary English and Maths, 11+ preparation, and a full range of Secondary level subjects. We do not provide special educational needs assessments or exam invigilation.

2.2 The duration of tutoring varies depending on individual learning needs and academic goals. We will regularly review progress and discuss learning plans with you.

2.3 Either party may end the tutoring arrangement at any time. Two weeks’ notice is required to allow for appropriate conclusion of current topics.

2.4 We may end tutoring if we determine it is no longer beneficial, if there are concerns about student engagement or if professional boundaries cannot be maintained. In such circumstances, any advance payments will be refunded for any Services not provided.

2.5 A contract is formed between us, and you become bound by these Tutoring Terms, when any of the following occurs (whichever happens first):

• You sign these Tutoring Terms;
• You send us written confirmation (including by email or text) that you have read and agree to these Tutoring Terms;
• You or your child attends a tutoring session (whether in-person or online);
• You make payment for our Services; or
• You or your child accesses our online learning materials, platforms, or sessions.

2.6 By taking any of the actions listed in clause 2.5 above, you confirm that you have read, understood, and agree to be bound by these Tutoring Terms, whether or not you have signed them.

3.5 We offer group tutoring sessions for small groups of students at similar academic levels. The specific group size, session timings, and fees will be agreed separately with you before booking.

3.6 We determine group composition based on academic level, age, learning objectives, and compatibility. We may move students between groups or combine/separate groups if we determine this would be educationally beneficial.

3.7 If group numbers fall below the viable minimum, we reserve the right to combine groups, adjust session length and fees proportionately, convert to one-to-one tutoring at the applicable rate, or cancel the session with reasonable notice and offer alternative arrangements.

3.8 Group Session Cancellations and Attendance:

• If you cancel your child’s attendance at a group session, you will be charged the full session fee regardless of notice period, unless exceptional circumstances apply (at our discretion).
• Group sessions cannot be rescheduled for individual students. If your child misses a session, no makeup session will be provided.
• If we cancel a group session, we will offer to reschedule or provide a full refund/credit for that session.

3.9 All students must behave respectfully toward the Tutor and other group members and participate appropriately. We reserve the right to remove a student from group tutoring if their behaviour is disruptive, they consistently fail to engage, or we determine that group tutoring is no longer suitable for that student.

3.10 Students and parents/guardians must respect the privacy of other group members and must not share personal information or academic performance details about other students outside the group.

3.11 In group settings, individual progress tracking may be less detailed than in one-to-one tutoring, though we will still provide periodic feedback to parents/guardians as agreed.

4.1 Sessions may be provided online via a pre-agreed platform (this is currently Study Central, Lesson Space).

4.2 When using a third-party supplier for online sessions, your personal data will be treated in accordance with our Privacy Policy, and may be subject to the privacy policy of the third-party supplier.

4.3 We will make every effort to start online sessions at the scheduled time. However, we may need to delay or temporarily suspend a session due to technical problems, illness, or other circumstances beyond our reasonable control.

4.4 We are not liable for any delays or disruptions caused by circumstances beyond our control.

4.5 Ahead of your online session, we ask you to plan where you will sit for the meeting. It is important that the internet connection is as strong as possible and that you have any required materials ready.

4.6 We are committed to maintaining online safety for all students during virtual tutoring sessions.

4.7 Students are expected to conduct themselves appropriately during online sessions, including joining from appropriate locations, using appropriate language, not sharing session links, and not recording sessions without permission.

4.8 For students under 18 years old, a parent or responsible adult should be present in the home during online sessions.

4.9 If a virtual tutoring session is disrupted due to internet connectivity or technical issues, we will make reasonable efforts to reconnect.

4.10 Any decision to reschedule or credit a session will be made on a case-by-case basis.

4.11 We use secure platforms and take reasonable steps to protect your data during online sessions.

4.12 Any concerning behaviour, inappropriate conduct, or safeguarding concerns arising during online sessions will be addressed in accordance with our Safeguarding Policy.

5.1 Sessions will only be provided remotely.

5.2 Sessions cannot be requested to be held in either the student or tutor home.

5.3 Parents/guardians are responsible for ensuring the learning environment is safe and free from hazards and distractions.

5.4 If a student becomes unwell during a session, we will contact parents/guardians immediately. The session will be terminated and rescheduled without charge.

6.1 We will always seek your explicit consent before any recording takes place. Study Central are the only authorised persons who may view the recordings for Safeguarding purposes.

6.2 Students are not permitted to record sessions.

6.3 We will not take photographs or images of students without explicit written consent from parents/guardians (for students under 16) or from adult students.

6.4 If you consent to photography, we may use images for internal record-keeping, marketing materials, and case studies.

6.5 All images will be used respectfully and appropriately.

6.6 Students and parents/guardians must not photograph or film Tutors.

6.7 You may withdraw consent for use of images at any time by notifying us in writing.

7.1 All teaching materials, worksheets, presentations, notes, and other resources created by us remain our intellectual property.

7.2 You may use materials provided during tutoring solely for your personal educational purposes. You may not reproduce, distribute, share, use commercially, publish online, or modify our materials.

7.3 Any work, assignments, or materials you create during tutoring sessions remain your intellectual property.

7.4 We may retain copies of your work for record-keeping and quality assurance. We will not share your work externally without your explicit consent.

7.5 With your prior written consent, we may use anonymised examples of student work for training or marketing purposes.

7.6 You grant us permission to use any testimonials or feedback you provide in our marketing materials unless you specifically request otherwise.

8.1 You have a 14-day cooling-off period from booking online sessions, during which you can cancel without penalty. However, if your session is scheduled to begin within this 14-day period your right to cancel will not apply.

8.2 The following cancellation charges apply:

• More than 48 hours’ notice: No charge.
• 24 to 48 hours’ notice: 50% of the session rate.
• Less than 24 hours’ notice: Full session charge.

8.3 If, due to exceptional circumstances you cancel a session without giving at least 48 hours’ notice we will consider the circumstances and, in our discretion, decide whether to waive any charges.

8.4 We will always try to arrange for another student or use the time productively to avoid you having to pay the cancellation fee.

8.5 We may cancel or delay a session due to Tutor/material unavailability or circumstances beyond our control. If we cancel your session, we will provide a full refund of any advance payment.

9.1 We will let you know in advance what our fees are via email. By signing these terms, you are agreeing to the fees quoted to you.

9.2 Payment of our fees will be due before a session.

9.3 We accept payment by bank transfer (BACS) or debit/credit card through the Stripe payment system.

9.4 All prices of Services shown in the price list are exclusive of VAT (which is not chargeable unless we notify you otherwise).

9.5 Our prices are reviewed periodically and may change. You will be notified of any price changes in advance.

9.6 Chasing unpaid invoices attracts an administration and interest charge of 8% above the Bank of England base rate from the due date until the final settlement date.

10.1 We will provide basic learning materials during sessions. Any additional resources or textbooks required will be discussed with you in advance.

10.2 Students are expected to bring their own stationery and any school materials relevant to their studies.

10.3 If additional materials need to be purchased, these costs will be discussed and agreed separately.

11.1 We will track your academic progress and provide regular feedback on areas of improvement and achievement.

11.2 For students under 18 years old, we will provide periodic progress reports to parents/guardians unless otherwise requested.

11.3 We can provide written reports for schools if requested and agreed in advance.

12.1 We do not share data regarding your academic progress and personal information shared during sessions unless clauses 12.2, 12.3 or 12.4 apply.

12.2 We may share relevant information with parents/guardians (for students under 16) and, with consent, with schools or other educational professionals involved in your education.

12.3 We will ensure that any information you share with us shall not be disclosed to any person except as permitted in this section or required by law.

12.4 We may disclose information relating to you to our employees or advisers, as required by law, or if we believe that you or others are at risk of harm.

13.1 We are committed to safeguarding and promoting the welfare of all our students, particularly children and young people. We have a comprehensive Safeguarding Policy in place which all our Tutors adhere to.

13.2 Our safeguarding procedures ensure that all students receive our services in a safe environment, free from abuse, neglect, or harm.

13.3 All our Tutors receive regular safeguarding training and are aware of their responsibilities under relevant children’s safeguarding legislation and statutory guidance.

13.4 If we have concerns about your safety or the safety of others, we have a professional and legal duty to take appropriate action.

13.5 Our safeguarding practices align with the statutory guidance “Keeping Children Safe in Education” (KCSIE) published by the Department for Education.

13.6 All Tutors working with children and young people are familiar with the guidance and implement its requirements in our tutoring practice.

14.1 We will only use your personal information as set out in our Privacy Policy on our website at masterymap.education.

14.2 We are registered as Data Controllers with the UK Information Commissioner’s Office (ICO).

14.3 We retain all tutoring records for 3 years following the end of tutoring, or until the student’s 25th birthday for students who are under 18 years old (whichever is longer).

14.4 Records are securely destroyed after the retention period using certified document destruction services and secure digital deletion.

14.5 In the event of the Tutor stopping services, you will be notified in advance about arrangements for your records.

15.1 AI refers to the use of computer systems designed to perform tasks that would normally require human intelligence, including learning, reasoning, problem-solving, and language understanding.

15.2 We integrate AI tools and technologies into our service offerings to enhance efficiency, productivity, and the quality of our services.

15.3 We ensure that the use of AI is transparent, and that clients are informed about the extent to which AI tools are used in delivering our services.

15.4 Any data processed by AI tools will be handled in compliance with applicable data protection legislation. Please see our Privacy Policy for further information.

15.5 Although we strive to ensure accuracy and reliability in our AI tools, they are not without limitations, and we do not guarantee their accuracy, completeness, or suitability.

15.6 You have the right to request further details regarding our use of AI, and to ask us to review how your personal data is processed by AI tools.

15.7 Please contact us at [email protected] if you would like to exercise any of the above rights.

16.1 We maintain appropriate professional boundaries between Tutors and students at all times.

16.2 We cannot accept gifts from students beyond nominal value items (under £10).

16.3 We do not provide tutoring to individuals with whom we have other significant personal, professional, or business relationships.

16.4 We do not engage in social relationships with students during or after tutoring.

16.5 We are committed to providing as helpful and professional a service as possible to meet the needs of all our students.

20.2 We always welcome feedback from our students and parents/guardians. If you have any complaint about our Services, please raise the matter with Helen Frost at [email protected].

20.3 Complaints Procedure:

• Initial Complaint: Please submit your complaint in writing. We will acknowledge your complaint within 3 working days.
• Investigation: We will investigate and respond with our findings within 14 working days.
• Meeting: If you are not satisfied with our written response, you may request an online meeting.
• Final Response: Following any meeting, we will provide our final written response within 7 working days.

20.4 If your complaint cannot be resolved through our internal complaints procedure, you may wish to seek independent advice or pursue alternative dispute resolution (ADR).

20.5 Your right to pursue legal action through the courts is not affected by our complaints procedure.

21.1 Session times or other queries can be clarified by contacting [email protected].

21.2 During planned absences (holidays, training), we will provide you with advance notice where possible.

21.3 If you need to contact us between sessions, please do so by email. We aim to respond within 24 hours.

21.4 If we are unable to continue providing services due to long-term illness, retirement, or other circumstances, we will assist with appropriate referrals where possible.

21.5 We reserve the right to refuse our services or terminate our tutoring relationship at any time if payment obligations are not met, professional boundaries are not respected, there is abusive or inappropriate behaviour, false information has been provided, or we determine that tutoring is no longer appropriate.

21.6 Where we terminate services (other than for non-payment or misconduct), we will provide reasonable notice and refund any payments made in advance for services not yet provided.

21.7 We will not discriminate when refusing or terminating services and will comply with our obligations under the Equality Act 2010.

22.1 These Tutoring Terms are subject to the laws of England & Wales and the jurisdiction of the English Courts.

22.2 As a consumer, you will benefit from any mandatory provisions of the law in your country of residency.