Policy and Procedures
At ABC Learning, LLC, we avoid long-term contracts. To better serve you better, we ask that you comply with the following policies and procedures:
Appointments:
ABC Learning, LLC Process – Upon registering with us and completing your payment, a 20-minute free trial will be performed to evaluate your proficiency level if it’s language tutoring you seek. Then a tutor that fits your learning style will be wisely selected. This process can take up to 3 business days (or more depending upon location). Once a tutor is selected, you will receive a welcome e-mail from ABC Learning, LLC, which requests you to download our platform and access lesson schedules, lesson notes, tutor contact information, and more. If you do not receive this e-mail or have any difficulties logging in, please contact abclearning.online.
Tutoring Sessions and Schedule
All tutoring performed by ABC Learning, LLC tutors will be conducted under contract ABC Learning, LLC. Our tutors will be representing ABC Learning, LLC in all tutoring sessions with the client and cannot tutor the client indirectly or on their terms during employment or after termination. Before your first session, your tutor may contact you to introduce themselves, learn a little bit more about you, and coordinate your initial tutoring session and ongoing tutoring schedule. Your assigned tutor will do their best to remain on a consistent tutoring schedule. You and your tutor may work out alternative tutoring days and arrangements as necessary if plans change. If your tutor cannot commit to the desired time slot, you would like to fill, we can work on coordinating a second tutor to fill that time slot or change to a new tutor that can accommodate the new schedule. When you cancel tutoring sessions, you are preceding the availability of the tutor you were provided. We request that you provide our tutors with a 24-hour notice when scheduling sessions outside of your regular time slot. Each tutoring session is a minimum of 30 minutes; in some circumstances, ABC Learning, LLC staff, and the tutor may request the client to book 1-hour sessions minimum if the tutor’s drive time or mileage is outside of our radius of 15 miles or 20 minutes from tutor residence to client residence. All tutoring hours are booked based on the tutor’s availability and may not under any circumstances be scheduled after 10 pm on any given day. Tutors are not obligated to book sessions on national holidays* (certain holidays are excluded).
Tutor Placement
Students will be matched with a tutor based on the subject(s) requested and student availability. For now, our organization mainly provides all services via online tutoring. In the future, our tutoring services may be available in physical presence.
Tutoring Location
In the future and depending on your location, our private tutors can come to your home, a place of mutual convenience, including a library, school, or cafe. In the future, our tutors can provide in-home tutoring for your convenience. Because of current circumstances, our tutors mainly offer online services. Tutors do not transport students for the safety and security of your student.
Substitutes
If your tutor cannot tutor sessions in a scheduled week, we would be glad to arrange an alternate based on availability. Your tutor will contact our administration department or the Teaching Director to arrange for a substitute when necessary.
Subscription and Tutoring Plan
This agreement is for the length of the tutoring subscription or the entirety of the hours completed in the tutoring plan.
Tutoring Lessons:
Tutoring lessons will expire if not used within 120 days of your most recent tutoring session. No refunds are provided for unused tutoring lessons.
Appointment Cancellations
We understand that things come up. To help us retain the highest qualified and best-experienced tutors in Texas and across the globe, please provide your instructor with at least a 24-hour notice via our platform for any cancellations and reschedule sessions. There will be no charge to your account when you provide your tutor with a 24-hour notice. Each client is allowed one waived session for either a same-day cancellation OR a no-show but not both.
Group Academic Tutoring
If you have two or more students enrolled in group sessions, you will be billed according to the agreed amount for the group session, regardless of the number of students who have attended. There must be formal changes in writing (via e-mail) if you would like to discontinue group tutoring and switch to 1 on 1 tutoring.
Same Day Cancellations (for 1:1 tutoring only)
Same-day cancellations are cancellations that are done within 24 hours of the scheduled session. The first same-day cancellation will be waived, and subsequent same-day cancellations will be billed for the total price of the session. It is at the discretion of the Teaching Director ABC Learning, LLC to waive any additional fees for subsequent same-day cancellations after the first same-day cancellation. You must provide your tutor a notice directly via the Platform 24 hours in advance of the scheduled lesson to avoid cancellation charges when coordinating a cancellation.
No-shows
Please ensure that your student is available at home, on campus, or an alternate location such as a library or coffee shop when the session is booked. If the student is not present at the agreed tutoring meeting place within 8 minutes of your tutor session starts, you will forfeit the session. In the rare case that your tutor does not show up to your scheduled lesson, you will not be charged for that session. Should this occur, please call our office at 8 +1-832-232-3980 or message our Teaching Director on the platform. We will work with you to schedule a makeup date with your tutor or make alternative tutoring arrangements.
Late Start Time/Same Day Rescheduling
If a student arrives late to a session, the tutor’s time waiting for the student to come will be counted towards their session. The client may use the one waived session for the late arrival time, so the late arrival time for the student may not count against them for the first occurrence. It is the parent/student’s responsibility to communicate regarding late arrival. If the tutor arrives late to your session, the time will not be counted towards your remaining lessons. A same-day rescheduling can be considered a canceled session by a client depending on the rescheduling. For rescheduling (similar to canceling), we require at least a 24-hour notice before the scheduled session with the new time communicated by e-mail, via the platform, or your tutor.
Billing and Payment
Schedule your payments to be automatically deducted from your bank account or charged to your Visa, MasterCard, or Discover Card. We do not accept payment by cash or check. In the event that your credit card is denied or check/bank, draft is returned for non-sufficient funds, we will freeze your tutoring lessons until payment is provided and cleared. Stripe may attempt to automatically re-bill your card if it is previously declined. The tutoring schedule will resume within 24-48 hours of the new payment authorization. You will receive a payment notification/receipt after each transaction is processed from one of our Payment Processors or Stripe.
Pricing
Our pricing is determined by the number of lesson hours you purchase or your selected tutoring package. Tutoring pricing is subject to change depending on market conditions and demand. The pricing that is listed on our website or communicated upon enrollment will remain your billing rate for your entire plan. ABC Learning, LLC will always make the best effort to keep tutoring rates competitive while always providing industry-leading tutoring quality and service.
If upgrading your tutoring plan to include more hours per week, you will be billed according to the most recent Pricing Schedule advertised on ABC Learning, LLC website or any promotional rate for a period that does not exceed 60 days. If downgrading your tutoring plan to include fewer hours per week, you will be billed according to the current Pricing Schedule advertised on the ABC Learning, LLC website.
Books and Materials
Some packages have digital books and materials included in the price of the package, which will be sent to you via e-mail within 3-5 working days. Academic tutoring packages and agreements do not include book and material fees. Academic tutoring includes general school homework help and schoolwork remediation. ABC Learning, LLC may provide materials complimentary up to a predetermined amount to a new academic tutoring client at the discretion of the Director. This may be provided complimentary once per client.
Satisfaction Guarantee
We are committed to providing outstanding services with a comprehensive satisfaction guarantee. We work with you to select the best tutor for your particular needs. Our highly qualified staff consists of teachers or experienced certified tutors with 2+ years of professional tutoring/teaching experience. We hire tutors with a minimum of a Bachelor’s degree that may serve as substitute tutors. Tutor’s credentials can be shared at any time before or after you have enrolled for your tutoring sessions. If, after the first session, you do not feel that your tutor is the best match for your needs, we will gladly select a new tutor. Tutoring is a team effort by the tutor, student, and parent or guardian. The student is expected to practice on his/her own time and work with the parent or guardian after tutoring sessions are completed. The parent or guardian is expected to ensure students are completing assignments on time and accurately. ABC Learning, LLC does not guarantee grade improvements. However, we have helped thousands of students have significantly improved academic grade levels from previous tutoring experiences. ABC Learning, LLC has excellent references from current and former tutoring clients and can provide them upon request.
Feedback/Concerns
The client is expected to call our office or provide us feedback immediately when there are any concerns about scheduling or the quality of tutoring before the completion of their tutoring lessons or within 60 days after their last tutoring session is complete (whichever comes later).
Referral Policy
We pride ourselves on superior service, which is why ABC Learning, LLC has been highly recommended by clients to friends and family. To show our appreciation for your referrals, we offer FIVE FREE tutoring lessons for any referral that becomes a client.
Termination of Services & Risk-Free Guarantee
If you need to pause tutoring and still have lessons remaining, they may be used up to 120 days after the last tutoring session. Alternatively, you may transfer lessons to a friend, family member, or contact that is an ABC Learning, LLC client. You may request a 100% refund within 24 hours of your 1st tutoring session if you are not satisfied with your tutoring session, OR you may request to book a new tutor. No refunds will be issued for any unused lessons once your 2nd tutoring session begins. All terminations and refund requests must be e-mailed to: customercare@abclearning.online, or you may text the Teaching Director. In the unlikely event that ABC Learning, LLC cannot continue services for any reason, ABC Learning, LLC will at its discretion, issue a refund for the unused hours. If ABC Learning, LLC is not able to provide you with the contact information of one of our tutors within 5 business days of your initial enrollment, you will be entitled to a full refund of your tutoring payment by e-mailing customercare@abclearning.online; this does not necessarily mean that your tutoring will start within five business days of your enrollment.
ABC Learning, LLC Customers can apply for a refund via notification by formal e-mail to the Finance Department wishing to terminate the contract for whatever reason. ABC Learning, LLC will review the refund application in accordance with these rules. Once the refund request is approved, the customer shall provide the original invoice as proof of purchase of products and services provided by ABC Learning, LLC. If the customer is unable to provide the original invoice, ABC Learning, LLC is entitled to deduct 10% of the total invoice amount of the refund due to cover related costs or losses caused by the customer.
Any courseware such as books, exercise books, and other gifts are received from ABC Learning, LLC is not refundable. The customer will be deducted corresponding expenses from the refund according to the prices indicated in the service terms.
Any lessons taken by the customer will be automatically deducted by ABC Learning, LLC.
Refunds will be processed within 14 working days and refunded to the customer’s original payment account without guarantee of the time when the refund will be available to the customer.
Disclaimer and Modification
This Agreement backdates to the original enrollment date and will remain effective until the tutoring contract ends. ABC Learning, LLC may revise this agreement in whole or in part at any time. All ABC Learning, LLC clients will be notified of any changes to this agreement via their e-mail account. Modifications to this agreement will be implemented within 30 days of the date of the e-mail. ABC Learning, LLC is open to feedback and suggestions from parents, guardians, and students. This agreement must be signed within five business days of receipt.
*See ABC Learning, LLC website for a full list of national holidays.
**Referrals must complete at least two (2) paid sessions to obtain one free signup session.
I have read all of the terms and conditions above and understand that I am not entitled to a refund for tutoring credits unless I cannot continue tutoring due to medical reasons, death of the student being tutored, or move to a location where ABC Learning, LLC does not offer tutoring.