Suprex Learning: Term & Conditions and Policy Agreement
Session Policies & Procedures
At Suprex Learning, we are pleased to break away from long term contracts that many other tutoring companies will have you sign. In order for us to better serve you, we ask that you abide by the following policies and procedures:
Process– Upon completion of registration and payment, a tutor will be carefully selected depending on location and needs. This process could take up to 3-5 business days (or more depending upon location). Once the tutor has been selected, you will receive a welcome email from www.tutorpanel.com (or an equivalent tutoring portal) which allows access to lesson schedule, lesson notes, teacher contact information and more. If you do not receive this email or have any difficulties logging in, please contact: email@example.com.
Tutoring Sessions and Schedule– All tutoring performed by Suprex Learning tutors will be performed under contract through Suprex Learning. Tutor will be representing Suprex Learning LLC in all tutoring sessions with client and cannot tutor the client indirectly or on his/her own terms during employment or after termination. Before your first session, your tutor will contact you to introduce himself/herself, learn a little bit more about you and coordinate your initial tutoring session and ongoing tutoring schedule. Your assigned tutor will make his/her best efforts to remain on a consistent tutoring schedule. You and your tutor may work out alternative tutoring days and arrangements as necessary in the event that schedules change. In the event that your tutor cannot commit to a desired time slot that you would like to fill, we can work on coordinating a second tutor for you to fill that time slot or change to a new tutor that can accommodate the new schedule. When you freeze/cancel tutoring, you are foregoing the availability of the tutor you were provided. We request that you provide your tutor with a 48 hour notice when scheduling sessions outside of your regular time slot. Each tutoring session is a minimum of 1 hour. All test preparation session (e.g. SAT/ACT) are a minimum of 1.5-2 hours depending on the assigned tutor and the test prep package purchased. Each Educational Therapy session is a minimum of 80 minutes. Hours can be booked based on the availability of the tutor and may not under any circumstances schedule tutoring after 9 pm on any given day. Tutors are not obligated to book sessions on national holidays** (certain holidays are excluded).
Tutor Placement- You will be matched with a tutor based on the subject(s) requested, location requested, and your availability. For certain areas that are outside of a tutor’s radius, we can make accommodations for him/her to drive to your home; a premium rate will be charged for this. In this circumstance, Suprex Learning may determine it is best to find a tutor that is more local to the client. Suprex Learning will provide at least a 7 day notice in order to replace the previous tutor in the event that it deems most feasible to have a tutor that is closer in proximity to the client.
Tutoring Location– Our private tutors will come to your home, our campus in Sugar Land, Texas or a place of mutual convenience, including a library, school or cafe. Most of our tutors provide in home tutoring for your convenience. There are some circumstances that do not allow our tutors to provide in home service. In this event, we will do our best to make reasonable accommodation to provide you with tutoring at an agreed upon location such as a local library or school. On campus tutoring is located at 104 Industrial Blvd., Suite Q in Sugar Land.
Substitutes–In the occasion your tutor is unable to tutor sessions in a scheduled week, we would be glad to arrange a substitute based on availability. Your tutor will contact our administration department or the Director to arrange for a substitute when necessary.
Subscription or Tutoring Package Agreement
This agreement is for the length of time of the tutoring/therapy subscription or for the entirety of the hours completed in the tutoring package system. Certain clients that are on weekly or bi-weekly plans are subject to premium pricing. Payment is taken in advance for tutoring sessions scheduled in a particular month. If starting in the middle of the month, we will process payment for the remaining week(s) left in the month and start a monthly payment schedule for the following month(s) until the last month of semester or school year. Payment will be processed on the 1st or 15th of each month unless otherwise noted.
All test preparation packages are priced according to the total number of hours that the client needs or is recommended by the Suprex Learning staff. Agreements for test prep packages end after last tutoring hour is complete for the assigned test. The Client will be arranged with a tutor that is trained and has a background in the math and verbal section of a test or in science (dependent upon test). We will either arrange a teacher that is knowledge in the math and verbal sections of your assigned test or arrange a tutor for math/science and a tutor for the verbal section of the assigned test. No refunds are provided for unused test prep credits.
You are not required to utilize all of your tutoring credits in one particular month. Tutoring credits can rollover to the following month if they are not applied in a month. If you complete more hours of tutoring in a month than your payment schedule, you will be billed separately for those sessions. Additional hours will be reconciled and an email confirmation will be sent through our Tutor Billing System, TutorPanel.com. Suprex Learning may charge an additional fee for requesting an emailed Excel report tutor billing charges and dates. All clients have access to billing, charges, and schedule in our Tutor Billing System (TutorPanel.com). Tutoring credits will expire if not used within 120 days of your most recent tutoring session. No refunds are provided for unused tutoring credits.
Appointment Cancellations: We understand that things come up. In order to retain the highest qualified and best experienced tutors in Texas, please provide your instructor with at least a 24-hour notice via email, phone or SMS for any cancellations for scheduled sessions. There will be no charge to your account when you provide your tutor with a 24-hour notice. Each client is allowed 1 waived session for either a same day cancellation OR a no-show but not both.
Group Tutoring- If you have 2 or more students enrolled in group sessions, you will be billed according to the agreed amount for the group session, regardless of the number of students who have attended. There must be formal changes in writing (via email) if you would like to discontinue group tutoring and switch to 1 on 1 tutoring. If you make formal changes, they will take effect on your next billing cycle (no less than 30 days).
Same Day Cancellations– Same day cancellations are cancellations that are done within 24 hours of the scheduled session. The first same day cancellation will be waived and subsequent same day cancellations will be billed for the full price of the session. It is at the discretion of the Director at Suprex Learning to waive any additional fees for subsequent same day cancellations after the first same day cancellation. You must provide your tutor a notice directly via email and text message (if your tutor has SMS capabilities) within a 24 hour window of the scheduled lesson to avoid cancellation charges when coordinating a cancellation.
No-shows– Please ensure that your student is available at home, on campus, or an alternate destination such as a library or coffee shop during the time session is booked. If the student is not home or present at the agreed tutoring meeting place within 10 minutes of the time when your tutor session starts, you will be billed the full price of the session. In the rare case that your tutor does not show up to your scheduled lesson, you will not be charged for that session. Should this occur, please call our office at 866-700-2433. We will work with you to schedule a makeup date with your tutor or make alternative tutoring arrangements.
Billing and Payment: Schedule your payments to be automatically deducted from your bank account or charged to your Visa, MasterCard or Discover Card by visiting ourPayment Processor, www.paysimple.com. We do not accept payment by cash or check. In the event that your credit card is denied or check/bank draft is returned for non-sufficient funds, we will freeze your tutoring sessions until payment is provided and cleared. Tutoring schedule will resume within 24-48 hours of new payment authorization. You will receive a payment notification/receipt after each transaction is processed from our Payment Processor, PaySimple.
Pricing: Our pricing is determined on the number of tutoring hours per week you purchase or the tutoring package you select. Tutoring pricing is subject to change depending on market conditions and demand. The pricing that is listed on our website or communicated upon enrollment will remain your billing rate for at least 60 days from the initial tutor session. We will provide you with a 30 day notice prior to your rate being adjusted. Suprex Learning will always make the best effort to keep tutoring rates competitive while always providing industry leading customer service.
If upgrading your tutoring plan to include more hours per week, you will be billed according to the most recent Pricing Schedule advertised on the Suprex Learning website or any promotional rate for a period that does not exceed 60 days. If downgrading your tutoring plan to include less hours per week, you will be billed according to the current Pricing Schedule advertised on the Suprex Learning website. Clients on weekly or bi-weekly payment plans are subject to the latest advertised price on the Suprex Learning website.
Satisfaction Guarantee: We are committed to providing an outstanding service with a comprehensive satisfaction guarantee. We work with you to select the best tutor for your particular needs. Our highly qualified staff consists of certified teachers, tutors with 2 years of professional tutoring/teaching experience and special education teachers. If after the first session you do not feel that your tutor is the best match for your needs, we will gladly select a new tutor (sessions will be counted towards your credits if you request a change of tutor for 2 or more occasions). We guarantee each individual tutoring session and can issue a tutoring credit back on your account if you are not satisfied with a particular session and you have notified us within 24 hours of the scheduled session. Tutoring credits will be issued on a case by case basis determined upon issues with quality of service only. Tutoring is a team effort by the tutor, student, and parent/guardian. Student is expected to practice on his/her own time and work with the parent/guardian after tutoring sessions are completed. Parent/guardian is expected to ensure students are completing assignments on time and accurately. Suprex Learning does not guarantee grade improvements, however we have helped hundreds of students and most of them have significantly improved academic grade levels. Suprex Learning expects progress reports to be emailed by the parent to: firstname.lastname@example.org for our company to keep track of your student’s improvements or areas of need. Suprex Learning has excellent references from current and former tutoring clients and can provide them upon request.
Feedback/Concerns: Client is expected to call our office or provide us feedback immediately when there are any concerns for scheduling or quality of tutoring.
Referral Policy: We pride ourselves in superior service which is why Suprex Learning has been highly recommended by clients to friends and family. To show our appreciation for your referrals, we offer one FREE hour of tutoring for any referral that becomes a client.*
Termination of Services: For subscription plans, we require a seven (7) day advanced notice in writing (by email) before the next billing cycle day for termination of services to stop future billing on your account or your account will be charged for the following month/billing cycle. If you have fulfilled your tutoring needs or need to pause tutoring and still have hours remaining, they may be used up to 120 days after the last tutor session. Alternatively, you may transfer your credits to a friend, family member, or contact that is in the Suprex Learning service area. No refunds will be issued for any unused lessons. All terminations must be emailed to: email@example.com. In the unlikely event that Suprex Learning cannot continue services for any reason, Suprex Learning will at its discretion issue a refund for the unused hours.
Disclaimer and Modification: This Agreement backdates to the original enrollment date and will remain effective until the tutoring contract ends.Suprex Learning may revise this Agreement in whole or in part at any time. All Suprex Learning clients will be notified of any changes to this agreement via his/her email account. Modifications to this agreement will be implemented within 30 days of the date of email. Suprex Learning is open to feedback and suggestions from parents, guardians, and students. This Agreement must be signed within 5 business days of receipt.
*Referral must complete at least two (2) paid sessions to obtain one free tutoring session. If multiple people refer a new client, complimentary hour of tutoring will be provided to first person who referred. Referral credit may be further split up if client referral came from multiple people simultaneously.
**Please see Suprex Learning website for a full list of national holidays.
I have read all of the terms and conditions above and understand that I am not entitled to a refund for tutoring credits unless I cannot continue tutoring due to medical reasons, death of the student being tutored, or move to a location where Suprex Learning does not offer tutoring.