Membership Attendance: Frequently Asked Questions

We really appreciate your commitment to booked sessions with Explore Learning, whether that’s in one of our centres or online.

Whilst we ask that you attend your session at the same time each week, we also know that family lives can be busy and that occasions may arise when your child is unable to attend their regular session.

Please see our guidelines below regarding rearranging sessions so that you can always make the most out of your membership.

How much notice do I need to provide to permanently change my weekly session?

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We require at least one week’s notice to permanently change your weekly session to a different day or time. Please be aware that this may mean that your child’s tutor will also change; this will depend on our teams’ availability alongside yours as a family.

Can I rearrange a session if I miss it?

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We are happy to rearrange your session provided you tell us at least one week before the session that you need to change*. The easiest way to do this is to let your tutor know during a session – they will pass this on to one of the managers. We will then be in touch to arrange an alternative one-off session for you.

*Please note: for members who visit a centre, we will endeavour to rearrange any sessions providing we have at least one week’s notice, although this will be subject to guidance surrounding COVID-19 restrictions.

What if I need to cancel my session last minute?

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Please let us know as soon as you can so that we can inform your child’s tutor that you won’t be attending. Ahead of the following week, we recommend that you find an hour for your child to access the Member’s Area so that they still complete some of the work on Successmaker/Senior Curriculum Tool.

How much notice do I need to give to rearrange my session?

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At least one week*. You can let us know either by telling your tutor during a session, or by emailing/calling your centre team.

*Please note: for members who visit a centre, we will endeavour to rearrange any sessions providing we have at least one week’s notice, although this will be subject to guidance surrounding COVID-19 restrictions.

What happens with my sessions when I go on holiday?

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As per other cancelled sessions, we must know at least a week in advance to guarantee sessions being rearranged.

My child has missed their Specialist Course class, how do they catch up?

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Our Specialist Course lessons are planned and delivered at a set time each week, and as such as we are unable to rearrange them. You will however have access to the curriculum and content from each lesson to be able to go through this work with your child at home ahead of their next class.

  • Explore at Home members – access through One Drive
  • Explore in Centre members – access via email from centre team

Can I make up any missed sessions from before COVID?

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Please speak to a centre manager if you think this impacts you; we will look at your individual account regarding any missed sessions and decide the best course of action. In the meantime, we would encourage you to take advantage of the live lessons and workshops available through the Member’s Area which are a fantastic way to engage your child with their learning.

 

In the future, we hope to get to a point where we can support families to catch up these sessions during the school holidays, as we have done previously. We will continue to revisit this.

Will my rearranged session be with the same tutor?

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We understand that your child has built a wonderful relationship with the tutor you have in your regular sessions. However, we cannot guarantee that any rearranged sessions will be with the same tutor; it will all depend on our teams’ availability alongside yours as a family.

Does Explore Learning hope to return to flexible sessions?

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We are confident that booked regular sessions are the best solution currently for our customers and staff as we prioritise everyone’s safety and respond to the current climate. We will continue to revisit this in the months to come and will keep our members updated should we reach a point where flexible sessions are able to resume.