01. Free 30-Minute Introductory Lessons
We want your trial experience to be completely stress-free:
- Zero Cancellation Fee: Because no card details or deposits are taken, you will never be billed if you need to cancel or adjust your free 30-minute session.
- How to Reschedule: Simply click the "Reschedule" or "Cancel" link in your Calendly email confirmation, or email us at hello@ukbrightminds.org.
- Rebooking: If unforeseen events prevent you from attending, you are welcome to pick another available slot that suits your family.
02. Rescheduling Ongoing Paid Lessons (24-Hour Policy)
When continuing with one-to-one GCSE STEM tuition:
- Standard Notice: We require at least 24 hours' notice before the scheduled lesson time to reschedule without incurring a fee.
- Flexibility: Your allocated tutor will offer alternative available slots within the same or following week to ensure student learning momentum is maintained.
03. Short-Notice Cancellations & Missed Lessons
Our dedicated STEM tutors set aside substantial preparation time to tailor diagnostic past papers and interactive whiteboard diagrams specifically for your child.
- Less than 24 Hours' Notice: If a lesson is cancelled with less than 24 hours' notice, the session may be charged at the standard lesson fee to fairly compensate the tutor for their reserved time.
- Compassionate Grounds & Illness: We are human and understand that genuine emergencies occur. If a student is taken suddenly ill or experiences a family emergency, please inform us as early as possible. We will review each situation compassionately and strive to arrange a makeup session where feasible.
- Student No-Shows: If a student fails to connect to the online classroom within 15 minutes of the start time and the parent has not notified us, the session will be marked as delivered and billed in full.
04. Tutor Cancellations & Technical Disruptions
If a session cannot proceed as planned due to reasons on our end:
- Tutor Illness or Unavailability: We will notify you promptly and offer either an immediate reschedule at your convenience, a substitute vetted GCSE tutor, or a full refund/credit for that lesson.
- Platform Technical Disruption: If severe technical faults on the tutor's internet or virtual classroom interrupt more than 15 minutes of lesson time, we will provide a free makeup session or refund the affected lesson in full.
05. Statutory 14-Day Cooling-Off Period
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:
- If you purchase a block or multi-lesson package of tutoring hours, you have the statutory right to cancel your purchase within 14 calendar days of payment without giving any reason.
- Used Lessons: If any lessons took place during the 14-day cooling-off period with your agreement, the fee for those delivered lessons will be deducted from your refund at the single-lesson rate, and the remaining unused balance will be refunded in full.
06. Refund Processing Times & Methods
All approved refunds are handled promptly and transparently:
- Refunds are returned via the original payment method (e.g. debit/credit card or bank transfer).
- Once approved by our support team, funds typically appear in your bank account within 3 to 5 working days, depending on your bank's processing cycles.
- We do not charge any administrative refund fees.
07. How to Request a Cancellation or Refund
To reschedule, cancel, or inquire about a refund, simply get in touch through our official channels:
UK Bright Minds Scheduling & Billing Desk
Please include your student's name, booked lesson date, and tutor name in your email.