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Policies

Here you will find details about payment, booking and cancellation policies.  If you are a current client looking to book or cancel a class, click the button below to login to the booking portal.

Policies Effective July 1, 2024

Scheduling

Classes are based on a consistent schedule, and must be booked in advance. The specific time and day(s) for your classes will be agreed upon before you officially become a Lit Up Literacy client.  If you ever need to make changes to this schedule in the future, you and your tutor will need to discuss and agree on a mutually acceptable adjustment.

Tuition

Fees are based on a set number of classes for a year and then divided into equalized monthly payments.  This may vary slightly for each tutor, as do the fees for each tutor.  When your regularly scheduled class coincides with a day when the Lit Up Literacy tutor is "closed" (for holidays, professional development, etc.) this is considered expected and is taken into consideration when setting fees.  If the tutor has an unplanned reason for not holding classes on a particular day, you will have the opportunity to schedule a make-up class.

Rescheduling

Each tutors' weekly availability may vary.  If you need to reschedule a class due to a conflict, you can do so through the booking portal as long as it is 24 hours before the class start time.   You can choose any available time slot within the same month from your tutor's schedule for the rescheduled class.

 

Please note that the ability to reschedule is dependent on your tutor's availability.  Students are expected to make an effort to attend their regular schedule of classes, and rescheduling for non-emergency situations, such as vacation, is not guaranteed.  If a client is unable to find a suitable reschedule time, it is up to the discretion of the client which activity to prioritize.  Refunds will not be provided for classes that were not able to be rescheduled.  If the client chooses to cancel the class within 24 hours of the start time, it will be considered an emergency cancellation.  Cancellation policies are outlined below.

Emergency Cancellations & Make-Up Credits

Any class cancelled within 24 hours of the start time is considered an emergency cancellation.  It is advised that you reserve these cancellations for situations like when the student is sick or a genuine emergency arises.

For each term, students who make an emergency cancellation will receive a make-up credit with a maximum number of 2 per term.  Terms are outlined below:

 

September - November

December - February

March - May

June-August

Make-up credits can be used to schedule an additional class within the same term in which the credit was issued.  These credits do not carry over to the next term.  It is the client's responsibility to ensure make-up classes are scheduled and completed within the same term.  If a client takes an extended break or terminates the tutoring agreement, they will not receive a refund for any unused make up credits.

 

We reccommend you schedule make-up classes immediately when you have had an emergency cancellation.  Credits need to be used while the student is still an active Lit Up Literacy student (within a  month for which tuition is paid).

No Show

Students who are not present (either online or in-person) at the scheduled start time will be considered late.  The tutor will wait for 15 minutes and attempt to contact a parent by email.  If the student does not show up within this 15-minute window, they will be considered a no-show, and the class will be cancelled.

 

In the event of a student being a no-show, the client is responsible for payment of that session.  No discounts, refunds, make-up credits, or make-up classes will be provided to a client who misses a scheduled lesson without first contacting Lit Up Literacy or their individual tutor.

If you are unable to cancel the session in the student portal, please send an email to admin@litupliteracy.com.

Payment

Payment is due at the beginning of each month for the classes scheduled in the upcoming month.  An automatic 5% discount will be applied to each inoice for on-time payment.  If payment is not received by the 7th of the month, the discount will be removed, and the client will be required to pay the full price for that month.

Clients will receive invoices and can make payments in their home currency. The price quoted for all non-Canadian clients will include all relevant currency-conversion fees and will be disclosed to the client at the time of sign up.

Commitment

The primary goal of tutoring sessions is to enhance the literacy outcomes for the student.  Regular and punctual attendance is crucial for the student to derive the full benefit from each session.

If a student has 4 or more last-minute cancellations, more than 2 no-shows, is consistently late, or otherwise demonstrates that literacy improvement is not a priority through a combination of the above behaviours or frequent cancellations and rescheduling, or if the client consistently delays payment, the student may risk losing their spot on the student roster.  They may be placed at the end of a waitlist until literacy improvement becomes a priority for the family.

Our commitment is to assist students in achieving their highest literacy potential, and we are dedicated to supporting our students.  We aim to work with individuals who share our dedication to this objective.

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