Bright Horizons

Monday-Thursday we are open 11am-8pm. Friday we are open 9am-6pm and Saturday we are open at 9am-5pm. Sunday we are closed.

Just a reminder, if you purchase credits from anytime after our closing hours on Saturday, we will be in touch within two working days.

Once you have completed your booking using your virtual tutoring credits, you will receive an introduction call from your Explore Learning management team within 48 hours.

Please note that once a booking has been made, your child’s tuition sessions must begin within a month. You cannot make a booking more than a month in advance of wanting to begin tuition.

You will receive a call within 48 hours from our expert team. They’ll be on hand to answer any questions you may have and to get you set-up and ready for tuition!

Your child’s sessions will usually start within a week of this set-up call, based on both your and our tutor's availability.

Please note that tuition sessions must begin within a month of your original booking. You cannot make a booking more than a month in advance of wanting to begin tuition.

Once you’ve received your set-up call from our expert team, you won’t be able to cancel your sessions but you are able to reschedule them.

If you love the tuition and would like to book additional sessions, please go back to your Bright Horizons booking process to purchase more credits. We will be in touch when your credits are close to coming to an end. We will then confirm when your re-booked credits have been received.

Whilst we recognise that some children may prefer to undertake sessions independently, a parent/guardian should remain nearby for the duration of any member’s session – to be available for feedback at the end and respond to concerns or emergencies throughout. We also advise that younger members and those with additional medical or educational needs are supervised at all times.

Full details on the responsibilities that we expect our members, their families and our staff to adhere to, to ensure everyone is kept safe when working online, can be read within our Online Safety Policy & Procedures.

Where parents or staff are concerned that a child may be vulnerable to or experiencing online abuse or exposure to inappropriate content when working online, they must follow company Safeguarding Procedures and report concerns immediately as advised.

Yes. Explore Learning is mapped to school curriculums; National Curriculum, Curriculum for Excellence, Northern Ireland Curriculum and the National Council for Curriculum and Assessment.

Children are unique in their own individual way. Your tutor will get to know your child’s learning habits, so will be the best person to advise you on how they can support your child. If you have any concerns or questions about this, you can speak to the Explore Learning team prior to booking.

Every child has their own individual tutoring session with maths and English questions that are tailored to them and their specific individual learning needs. This means that siblings or children of the same household cannot share the same tutoring session. However, it is possible to have the same tutor for each of your children, based on tutor availability. These tutoring sessions will still be at different times.

Virtual 1:1 credits can be redeemed with Explore Learning from the date of purchase from Bright Horizons up until the end of the same year. Once credits have been redeemed, tuition must begin within four weeks.

When you request virtual 1:1 tutoring through the Back-Up Care website, you exchange use of Back-Up Care for tutoring hours. At that point, the hours are credited to your tutoring account and any adjustments to your tutoring schedule will be managed with Explore Learning. You are unable to cancel your membership before your exchanged Back-Up Care has ended, or have your Back-Up Care uses returned to you, but you can re-schedule sessions with Explore Learning in the event you are unable to attend one.

Unfortunately, sessions are booked on a continuous weekly basis. Therefore, breaks aren’t permitted and children must have at least one session per calendar month in order to keep their session slot. Going on holiday? Please refer to the below point, ‘What happens to my sessions when I go on holiday?

You can reschedule your sessions on your Members’ Portal. For the best availability, please reschedule your sessions as far in advance as possible and 48-hours before your session. Please note you cannot reschedule sessions to a different day and time past your credit spend end date.

To ensure you are making the most of your tuition membership with Explore Learning, we ask that your child attends at least one session per calendar month during the school holidays. Keeping your child’s attendance consistent over the schools holidays will support them in making better progress. If you can’t make your regular day and time, don’t forget to reschedule your session to a time that suits you.

Please note:

If you need to reschedule a session including 11 Plus/Entrance Exam or GCSE session, you will need to do this with your team directly.  For contact details of your centre team go to the My Account section on your Members’ Portal.

Our dedicated team are available Monday to Thursday 11am-8pm, Friday 9am-6pm and Saturday 9am-5pm. Please note we are closed on Sundays.

You can’t reschedule a session if you’ve missed it. All sessions must be rescheduled in advance of the session start time.  If a session is missed, you will not be entitled to receive a replacement session. Instead, you have 24/7 access to your child’s tailored programme where they can resume their study independently, prior to their next tutored session.

For best availability, we ask that you reschedule your session via your Members’ Portal, at least one week in advance. If you need to reschedule your session with less than a week’s notice, there may be limited availability.

You’re unable to reschedule your session with less than 48-hours’ notice.

Please do contact your centre team to discuss any extenuating circumstances.

We cannot guarantee that rescheduled sessions will be with the same tutor; this will depend on our teams’ availability alongside yours as a family.

If you wish to cancel your session, you can do this up to 48-hours before your session via your Members’ Portal.

We will then add any cancelled sessions to the end of your booking, extending your tuition end date.

What happens with my sessions when I go on holiday?

If you are going on holiday and wish to reschedule or cancel your sessions, you have two options:

• To reschedule individual sessions, you can do so via your Members’ Portal. You can manage your sessions up to 8 weeks in advance. For the best availability, please reschedule your sessions as far in advance as possible, up to 48-hours before your session.

• You can alternatively cancel individual sessions up to 48-hours before your session and

  you can do so via your Members’ Portal. We will then add any cancelled sessions to the end of your booking, extending your tuition end date.

Please note: you will only be able to bring sessions forward ahead of their scheduled time if they are in the same calendar month.

If you are going on holiday and wish to reschedule or cancel your sessions, you have two options: 

• To reschedule individual sessions, you can do so via your Members’ Portal. You can manage your sessions up to 8 weeks in advance. For the best availability, please reschedule your sessions as far in advance as possible.

• You can alternatively cancel individual sessions, you can do so via your Members’ Portal. We will then add any cancelled sessions to the end of your booking, extending your tuition end date.  

Please note: you will only be able to bring sessions forward ahead of their scheduled time if they are in the same calendar month.

Except for Ireland, we do not accept any international members. This includes existing UK members who are moving abroad on a part time, temporary or permanent basis. We do also not permit online sessions to take place while abroad on holiday. Please inform your centre team if you are residing in an international country.

If you are looking to permanently change your session to another day or time, please contact your centre team who will help you with this. For contact details of your centre team go to the My Account section on your Members’ Portal. 

Our dedicated team are available Monday to Thursday 11am-8pm, Friday 9am-6pm and Saturday 9am-5pm. Please note we are closed on Sundays.