Frequently asked questions
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?
You can reschedule your sessions on your Member Portal.For the best availability, please reschedule your sessions as far in advance as possible.
Can I reschedule a session if I miss it?
You can’t reschedule a session if you’ve missed it. All sessions must be rescheduled in advance of the session start time in your Member Portal.
I can't reschedule my child's GCSE or 11 Plus/Entrance exam 1:1 session on my Member Portal, what do I do?
Our GCSE and 11+/Entrance Exams 1:1 sessions are currently not available to be rescheduled via your Member Portal. If you wish to reschedule, please reach out to your team for support. For best availability, we ask that you give us at least one week’s notice. If you need to reschedule your session with less than a week’s notice, there may be limited or no availability.
My child has missed an 11 Plus/Entrance exam group session, how do they catch up?
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 Member Portal.
How much notice do I need to give for rescheduling a session?
For best availability, we ask that you reschedule your session via your Member 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 or no availability.
Will my rescheduled session be with the same tutor?
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?
If you wish to cancel your session, you can do this via your Member Portal. Please let us know as soon as possible so we can let your tutor know.
Please note: if you wish to cancel a session, you will be unable to reschedule this session to a later date. Any sessions you cancel cannot be refunded. 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?
If you are going on holiday and wish to reschedule your sessions, you can do so via your Member 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.
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 session to another day or time?
If you are looking to permanently change your session to another day or time, you can do this on your Member Portal.