Classes are based on a consistent schedule, and are booked by the tutor 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.

Fees are based on an expected number of classes for a term 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 (such as an unexpected illness), you will have the opportunity to schedule a make-up class.

Classes Cancelled outside of 24 hours from class start time.

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Each tutors' weekly availability varies.  If you need to cancel a class due to a conflict, you can do so as long as it is 24 hours or more before the class start time.  Cancellations must be done on the booking portal. If there is an open time slot (no make-up credit required) you are welcome to reschedule the cancelled class.  Make-up credits will not be issued for optional cancellations.  Rescheduling an optional cancellation is subject to the tutor's availability (which is dependent on whether or not other students have cancelled a class in that month). You can choose any available time slot within the same month from your tutor's schedule to reschedule the cancelled class.  The open time slots must not require a make-up credit.

Please note that the ability to reschedule is dependent on your tutor's availability and it is not guaranteed.  Students are expected to make an effort to attend their regular schedule of classes, and rescheduling for non-emergency situations, such as vacations, sports, school events, or family gatherings is not guaranteed.  If a client is unable to find a suitable reschedule time, it is up to the discretion of the client whether they want to prioritize tutoring or the other event.  Refunds will not be provided for classes that were not able to be rescheduled. 

Cancelling the class within 24 hours of the start time, it will be considered an emergency cancellation.  Emergency Cancellation policies are outlined below.

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. 

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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 for 2024/2025 below:

September 8 - November 30

December 1 - March 15

March 16 - June 9

June 10 - August 31

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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.  Each tutor will offer make-up days depending on need.

If a client takes an extended break or terminates the tutoring agreement, they will not receive a refund for any unused make up credits.

Make-up classes should be scheduled immediately when you have had an emergency cancellation, or as soon as your tutor announces a make-up day.  Credits need to be used while the student is still an active Lit Up Literacy student (within a month for which tuition is paid).

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.

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If a student has excessive optional cancellations, multiple no-shows, is consistently late, or otherwise demonstrates that literacy improvement is not a priority through a combination of the above behaviours, or if the client consistently delays payment, the student may risk losing their spot on the student roster.  They will be placed at the end of a waitlist until literacy improvement becomes a priority for the family.

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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.

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 or text.  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.

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

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.

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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.

A client may cancel Lit Up Literacy services before the next billing period (the 1st of the month). Services will continue until the end of the paid month. No refunds will be provided for termination of services before month-end.

It's Monday and Ethel informed her mom that basketball try-outs are Thursday from 4:00pm - 6:00pm, the same time as she has tutoring.  Ethel's mom cancels the class on Thursday and looks at the teacher's schedule for this month.  There is one available time slot that does not require a make-up credit on Monday at 5:00pm.  Ethel's mom books that spot.

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Later that month, Ethel's aunt invites the whole family over for an engagement party on Thursday -- during Ethel's tutoring!  Ethel's mom checks the tutors schedule and sees that the only available time slot that does not require a make-up credit is on Friday at 3:00 pm when Ethel has piano.  Ethel's mom decides to cancel the class anyway as Ethel hasn't seen her aunt for a long time, and this is an important event.  Although this class is "lost," Ethel enjoyed a much needed break at her aunt's party.

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Milton came home early from school with tummy troubles.  He is supposed to attend his tutoring session at 4:00.  Milton's dad doesn't want to spread a stomach bug, and he knows Milton won't be up for an online class in his condition.  Milton's dad cancel's Milton's class online and automatically receives a make-up credit.  He looks at the teacher's schedule and sees there is a make-up day a week from that Saturday.  He's quite confident Milton will be feeling better in a week and a half, so he immediately schedules the make up class.  Milton isn't pleased he has to attend tutoring on his normal "day off" but Milton's dad wants to ensure Milton keeps up his great progress.

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Percival's parent had an emergency at work arise, and they were unable to drive Percival to his regularly scheduled tutoring time.  Percival's parent cancelled his session online a few hours before the start time, and was issued a make-up credit.  They noticed the teacher didn't have any available make up days yet.  A few weeks later, the teacher sent an email announcing 2 options for make up days.  Percival's parent checked them out but decided that Percival needed a break on the weekend, and decided not to schedule a make-up class.  Although they "lost" the class, they are confident that they are making the right decision for their child.