FAQs

The main changes for this academic year are:

• Regular attendance policy. We’ve introduced clearer requirements around regular attendance for weekly plans, helping to ensure that limited weekly slots are used fairly and remain available for families who need them. You can view these guidelines here.
• Automatic monthly billing. We’ve moved from twice-per-term invoicing to automatic monthly upfront billing, helping to ensure a smooth and seamless service for all clients that are taking regular weekly classes. For families who are unable to pay by card, we also offer termly upfront invoicing as an alternative (in this case any additional lessons booked during the term are billed separately at the time of booking).
• Preferential and standard rates. We’ve moved to preferential and standard hourly rates (instead of irregular and weekly). This reflects better the different scenarios in which each rate applies. The preferential rate is available for regular weekly plans and, once secured with a tutor, remains in place for as long as that regular weekly plan continues.

On the 26th of each month, for the following month’s lessons. If for any reason the payment can’t be processed on the 26th, we’ll retry shortly after and let you know. Several days before the billing date, you’ll receive an invoice showing the lessons scheduled for the upcoming month, giving you time to review and request any changes before payment is collected. All upcoming invoices are also viewable at any time via our app.

You’ll receive a preview of the invoice several days before the billing date. The invoice shows every regular weekly lesson scheduled for the upcoming month, so you can review and request any cancellations, reschedules, or additional lessons before payment is collected. Just reach out to us and we’ll adjust the invoice for you.

An alternative payment method may be arranged upon request for families seeking regular weekly lessons that are unable to pay by card. This is termly invoicing — one invoice per term, paid upfront. Get in touch and we’ll set it up.

You’ll receive a notification straight away. We’ll attempt payment up to three times in total, with a notification each time, so you have plenty of opportunity to update your card or contact us if anything’s gone wrong. After this time, your reserved weekly slot may be relinquished.

Any additional lesson added for a given month is settled at the time of booking, since we don’t charge in arrears. We’ll always get your explicit confirmation before charging your card. No payments are ever taken without your approval.

All your past, present, and upcoming invoices — along with a full transaction history of all payments and charges — are available in two places: within our app or via your billing hub (a link we can send you upon request). We also send each invoice to your email address as soon as it’s issued. Every invoice itemises the lessons it covers (date, time, tutor, subject), so you always have a clear record of what’s been paid for and what’s coming up.

Your card details are held securely with our payment provider (Stripe), which is PCI-compliant. You can store card details by using Apple Pay, Google Pay or Stripe’s Link payment method too. No member of the JTC Education team can see your card details, and your card details are not stored on our servers.

No. By storing your card securely, you’re explicitly authorising the automatic monthly billing for the regular weekly lessons you’ve agreed to.

For any additional lessons added during the month, we’ll always ask for your confirmation before charging.

A weekly plan reserves the same tutor, on the same day and time each week. It guarantees your tutor’s availability throughout the academic year, even during our busiest periods, while also giving you access to our preferential rates.

Weekly plans continue every week, including during national holidays and school breaks, unless cancelled in advance by you or otherwise notified by us. They do not continue automatically over the summer break.

Yes. Any lesson can be cancelled or rescheduled with at least 24 hours’ notice before the lesson start time.

If you give less than 24 hours’ notice, we’re unable to cancel or reschedule the lesson; however, your tutor will set catch-up work or mark any work submitted before the lesson start time.

We apply this policy consistently to all families. Likewise, if we ever need to cancel a lesson with less than 24 hours’ notice, we’ll provide a complimentary lesson in the interest of fairness.

Please note that for families on a regular weekly plan, regular attendance is expected. Frequent cancellations may result in your reserved weekly slot being released. Please see our Regular Attendance Policy for full details.

We are open during school and national holidays, and lessons proceed as per usual unless communicated otherwise, or requested by you.

Our tutors reserve time exclusively for their students each week. When a lesson is cancelled with less than 24 hours’ notice, there usually isn’t enough time to offer that slot to another student, meaning we lose that working hour.

By operating a consistent 24-hour policy, we’re able to provide tutors with the stability needed to remain available throughout the academic year, while also offering families reliable, long-term weekly slots.

We apply the same standard to ourselves: if we ever need to cancel a lesson with less than 24 hours’ notice, we’ll provide a complimentary lesson.

Yes. Each weekly plan is treated separately, so if you ever need to stop one weekly plan, it won’t affect any of your other weekly plans. The regular attendance requirement applies to each weekly plan individually.

We’ll always ask you to review and approve any new weekly plan before it’s added to your monthly bill—whether it’s with a different tutor or an additional weekly slot with your existing tutor. Once approved, it will simply form part of your regular monthly billing agreement. Nothing will ever be added to your invoice without your knowledge and explicit approval.

For convenience, all of your family’s weekly plans are combined into a single monthly invoice, so you only receive one bill, even if your children have lessons with multiple tutors.

No minimum number of months. You can stop your plan at any time, subject to the points under “What if I need to stop lessons?” below.

The preferential rate is reserved for consistent weekly slots — same day, same time, same tutor. Occasional reschedules are perfectly fine; that’s what our cancellation and reschedule policy is there to cover. But booking different times every week is considered an ad-hoc lesson arrangement, and is charged at the standard rate.

Weekly slots can be changed subject to your tutor’s availability. Any lessons cancelled before the billing date won’t be charged. Anything cancelled after billing is converted into credit and automatically used against any future lessons/invoices, or refunded in line with our refund policy.

Yes. You can stop your plan at any time and continue booking ad-hoc lessons as needed. Note that ad-hoc lessons during term-time are charged at the standard rate, since the preferential rate is reserved for weekly slots during term-time. We are unable to guarantee the ongoing availability of a tutor if you take ad hoc lessons, as many of our tutors become fully booked with a waiting list of regular weekly students early in the academic year.

Yes. Plans can be paused upon request during school holidays, and your slot is still held for you while paused. During term time, our regular attendance policy applies — if lessons are frequently cancelled with or without notice, the slot may be released. (See the regular attendance policy for full detail.)

You can stop at any time, either by clicking cancel plan from your billing hub/within our app, dropping us a message, or calling. The following rules apply:

• Stopped before the next billing date — that month’s billing won’t go ahead.
• Stopped after billing — our refund policy applies for lessons paid for but not yet completed.

Two things to bear in mind when stopping a regular weekly plan:

• Weekly slot released: Once the plan stops, the weekly slot is relinquished and we can’t guarantee it back if you’d like to return later.
• Fixed rate released: Your locked September rate ends with the plan. If you restart with the same tutor or move to a new one, the rates current at that time will apply.

The lesson is rescheduled to a time that works for both you and the tutor. If no suitable time can be found, the lesson is credited back to your account or refunded in full — your choice.

Credit remains on your account and can be used against any future lesson — with any tutor, for any service. Alternatively, credit can be returned to your original payment method in line with our refund policy.

Yes. Any credit on your account can be used for any student linked to it — across siblings, subjects, and tutors. If account credit is available, this is always used before any further payment is taken.

Yes — you can grant your child permission to book classes directly from within our app or by confirming in writing to us. They’ll only be able to confirm lessons using your card on file if you’ve enabled that permission. You’ll receive a notification every time. Please note that with this permission enabled, your child will also see the lesson price before confirming.

For families on a regular weekly plan, your rate is secured for the full academic year — including any additional lessons you add with that tutor. No mid-year changes.

For families not on a regular plan, ad hoc lesson rates may vary across the year.

No. Your weekly plan covers lessons up to the end of the current academic year. Most families pause over the summer, so lessons don’t roll on automatically. If you’d like to continue with summer lessons, just let us know and we’ll book them in for you. Summer lessons are charged at the preferential rate, regardless of frequency or number of lessons (see How rates work).

No. Confirming your slot for September simply means you have a weekly slot reserved exclusively for you with your tutor, at your chosen day and time. No payment is taken now. Your first invoice will be processed on 26 August, covering September’s lessons — and you’ll have the chance to review it beforehand.

During summer break, classes may be paid upfront at the time of booking via a pay link or a stored card.

Two options:

1. Reserve a weekly slot now. If the timing doesn’t end up working, we’ll do our best to find an alternative within your tutor’s availability. If we can’t, you can always receive a full refund in line with our Refund Policy.
2. Wait until you have certainty. Please, just bear in mind we can’t guarantee that your tutor will have availability later in the year.

It’s entirely up to you. Most families find option 1 the safer choice, since it locks in continuity from day one.

We’ll do our best to find a new slot within your tutor’s availability, or to offer an alternative tutor if needed. If neither option works for you, you can receive a refund in line with our Refund Policy.

We try to distribute slots fairly so everyone has a chance to start early.

• Booking before the new academic year starts: you can reserve a weekly slot now, provided your first lesson takes place within the first two weeks of term.
• Booking during the academic year: weekly slots and ad-hoc lessons can be booked up to two weeks in advance (or up to one month in advance for lessons during school holidays).

We do everything we can to honour the slot you originally chose. That said, some of our tutors also hold other roles in education — part-time lecturing, exam board consulting — where institutions sometimes only confirm schedules in September. So while we’ll always do all we can to keep your agreed slot, there’s a small chance in some instances it may need to move during September while everyone’s schedules settle. We acknowledge the same uncertainty exists for many families, and we’ll work with you to find the best alternative.

The preferential rate is our more favourable hourly rate. It applies to:

• Your first lesson with any new tutor.
• All summer lessons — whatever frequency or number of lessons you book.
• Regular weekly lessons during term-time — from 1 September, the preferential rate is reserved for lessons on the same day and time each week, with the same tutor. Maintaining a regular weekly plan during term-time requires regular attendance.

The standard rate applies to ad-hoc lessons booked during term-time (from 1 September onwards) where there’s no regular weekly plan with that tutor.

Rates are reviewed before the start of each academic year. For some families who joined at a late stage of the previous academic year, this review may result in a small adjustment downward. For most families, it means a modest annual adjustment to reflect inflation and help us continue attracting and retaining outstanding tutors year after year.

For families on a regular weekly plan, the preferential rate agreed at the start of the academic year is guaranteed for the full academic year for all classes with that tutor, including any additional lessons. The rate remains in place while the regular weekly plan is active. If the plan is stopped and later restarted, the rates in effect at that time will apply.

We believe consistent, year-long learning delivers the strongest progress, so we offer our most favourable rates to families who commit before the end of September. By then, most of our tutors are typically fully booked, and rates for students starting later in the year may differ. This way, all families get the same opportunity to lock in the lowest rate by enrolling early.