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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 rescheduling sessions so that you can always make the most out of your membership.

How do I reschedule a session?

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You can reschedule your sessions on your Members’ Portal, Navigator. For the best availability, please reschedule your sessions as far in advance as possible.

Please note: if you need to reschedule a 1:1 session including 11+/Entrance Exam 1:1 or GCSE 1:1 session, you will need to do this with your team directly.

Can I reschedule a session if I miss it?

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You can’t reschedule a session if you’ve missed it. All sessions must be rescheduled in advance of the session start time.

Sessions can be rescheduled in advance via your Members’ Portal, Navigator, to reschedule a 1:1 session please contact your centre team directly.

My child has missed a Future Skills or 11 Plus/Entrance Exams session, how do they catch up?

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These group sessions are planned and delivered at a set time each week, and as such we are unable to reschedule them. Please speak to your centre team if you wish to catch up on what you have missed.

For contact details of your centre team go to the My Account section on your Members’ Portal, Navigator.

How much notice do I need to give for rescheduling a session?

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For best availability, we ask that you reschedule your session via your Members’ Portal, Navigator 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.

Please note: if you attend a 1:1 session and you wish to reschedule please contact your centre team directly.

Will my rescheduled session be with the same tutor?

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

I need to cancel my session, what do I do?

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If you wish to cancel your session, you can do this via your Members’ Portal, Navigator. Please let us know as soon as possible so we can let your tutor know.

Please note: if you do cancel a session, you will be unable to reschedule this session to a later date. If you would like to reschedule instead, please follow the instructions given under “How do I reschedule a session?”.

What happens with my sessions when I go on holiday?

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If you are going on holiday and wish to reschedule your sessions, you can do so via your Members’ Portal, Navigator. 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.

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

How do I move my regular weekly sessions to another day or time?

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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, Navigator.