Payment Policy

We require full payment at least 24 hours in advance of any Custom-Taylored Educare tutoring session, unless alternate arrangements have been agreed upon. It is your responsibility to arrange payment with Custom-Taylored Educare LLC. If payment has not been finalized at least 24 hours in advance of a scheduled session, that session is automatically cancelled and will need to be rescheduled only after your payment has been finalized.

Refund Policy

Tutoring hours do not expire and can be used at any time. You can receive a full refund at any time, for any reason, for unused tutoring hours. There is no refund for used tutoring hours.

Tutor Availability Policy

We will provide as much notice as possible if your tutor needs to reschedule your tutoring session. You can typically expect at least 48 hours advance notice. On rare occasion, an unexpected event beyond our control may cause your tutor to cancel your tutoring session on short notice. Such events include, but are not limited to, personal or close family member illness or injury, death in the family, auto or other accident, auto mechanical problems, traffic gridlock, police or government roadblock or restriction, severe weather, and natural disaster. For online tutoring, such events also include internet connectivity issues and other technical difficulties. In these situations, your tutor will do his/her best to reschedule the tutoring session for a time that is convenient to you. Alternately, you may request a refund for unused tutoring hours. Although we sincerely regret such situations, we maintain no liability other than refunds as per our normal refund policy.

Your tutor will strive to arrive on time for all of your tutoring sessions. On rare occasion, an unexpected event beyond our control (as described in the prior paragraph) may cause your tutor to arrive late. In such circumstances, you can expect your tutor to provide as much advance notice as possible of the late arrival. At your option, you can extend your tutoring session to allow the full amount of time scheduled or you can add the missed time to a subsequent tutoring session. If your tutor will arrive more than 30 minutes late, you may instead choose to reschedule the entire session for another time.

Cancellation / No-Show Policy

Please provide us with as much advance notice as possible if you need to cancel or reschedule a tutoring appointment. You can e-mail us at ntaylor@customtaylorededucare.com for appointment cancellations with at least three days advance notice if you are able. A cancellation or rescheduling of a tutoring session, for any reason, must be done with at least 24 hours notice, or you forfeit one hour of tutoring time (i.e. your prepaid balance of tutoring time will be reduced by one hour). Furthermore, any cancellation with less than four hours advance notice prior to the tutoring appointment start time will result in a loss of 75% of the tutoring time of that session (i.e. the time will not be rescheduled and will be forfeited; minimum loss of one hour). Finally, any cancellation that occurs after the scheduled start time will be treated as a no-show. For a no-show, all the tutoring time for that scheduled session will be forfeited. Three no-shows will result in us no longer servicing the client.

Late Arrival Policy

Since your tutor may have other commitments scheduled after your tutoring appointment, please ensure that you arrive at the scheduled meeting location on time. If you are running late for a tutoring appointment, please provide us with as much advance notice as possible, by emailing us at ntaylor@customtaylorededucare.com. The starting time can be delayed and the session extended up to 5 minutes if you inform your tutor in advance (before the scheduled start time) that you are running late. Once this amount of time has elapsed, the clock starts for the tutoring session (i.e. your prepaid tutoring time will start to be used up).