# Family terms of service

These terms explain the agreement between you and TUTORS.GG LTD when you buy or use tutors.gg for a learner. They also explain the rules that keep lessons, messages and learning work safe.

Please read these terms before you buy. The price, delivery dates, renewal details and any offer-specific conditions shown at checkout form part of your agreement with us.

1. Who we are

TUTORS.GG LTD supplies the tutors.gg service. We are a company registered in England and Wales under company number 15313334.

Our registered office is:

71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

You can contact us at:

• general help: support@tutors.gg;
• complaints: complaints@tutors.gg;
• privacy: privacy@tutors.gg;
• safeguarding: safeguarding@tutors.gg; and
• accessibility: accessibility@tutors.gg.

In these terms, we, us and tutors.gg mean TUTORS.GG LTD. You means the adult Payer who accepts these terms. A learner is the young person who receives the service. A tutor or marker is someone we engage to help us deliver the service.

2. Who can enter this agreement

You must be at least 18 and able to enter a contract. At launch, the Payer must be a parent, guardian or other adult who has authority to arrange the service for the learner.

The Payer is the only person who may:

• buy a service;
• change payment details;
• start or end a paid plan;
• make purchase-related choices or requests; and
• request a cash refund.

A learner does not enter this consumer contract and cannot be asked to accept payment terms. A learner still has their own privacy rights and receives our Community Rules and privacy information in language they can understand.

If another guardian has view access, that does not give them payment authority. We review disputes or changes between guardians rather than allowing one person to take over another person's authority automatically.

3. What we supply

TUTORS.GG LTD is the supplier of the complete family service and the merchant of record. You contract with and pay us. You do not contract with or pay an individual tutor or marker for a tutors.gg service.

Depending on what you choose, the service may include:

• a report or recommendation based on information you provide;
• online tutoring lessons;
• marked work and explanations;
• learning tools, practice and progress evidence;
• an AI-assisted study companion or recap; and
• support from our team.

Your order summary tells you exactly what is included, when it starts, whether it renews and how much it costs. If the order summary conflicts with a general description on our website, the order summary applies to that purchase unless it gives you fewer rights than the law.

We provide the service with reasonable care and skill. We do not promise a particular grade, exam result, school place or academic outcome. Progress depends on many things outside our control, including attendance, participation and the learner's circumstances.

4. Your account and information

You must give us accurate information and keep your contact, learner and payment details current. Keep sign-in details private and tell us promptly if you think someone else has accessed the account.

Only add a learner if you have authority to arrange the service for them. Tell us about information that is reasonably necessary to deliver the service or keep the learner safe. Do not send us information we have not asked for, especially unnecessary medical, safeguarding or identity documents.

You are responsible for checking that the learner has suitable equipment, internet access and a safe place to take part. We will tell you about any specific technical requirements before purchase.

5. Bookings, attendance and lesson changes

The booking screen shows the date, time, learner, subject, tutor and price before you confirm a lesson.

You may cancel or move a lesson free of charge when you do so at least 24 hours before it starts.

If you cancel or move a lesson with less than 24 hours' notice:

• the first late change for your family in a school term uses your free grace pass; and
• a later late change in the same term is charged at the booked lesson price.

We show the exact result before you confirm the change. That preview is the result we apply.

If the learner does not join, the lesson is treated like a late cancellation and is charged. If a lesson is missed because of us or the tutor we arranged, we do not charge you for an undelivered lesson. We will arrange a replacement or provide the appropriate refund to the original payment method.

If a tutor becomes unavailable, we may offer a suitably vetted replacement or a different time. You do not have to accept a material change. If we cannot supply what you bought, the remedies in our Cancellation and refunds policy apply.

Ending a recurring plan stops future renewal and cancels future plan lessons without a cancellation fee. It does not undo a charge fairly due for a service already supplied or a late change already confirmed.

6. Lesson recording and safety

Every online child lesson must be visibly recorded. Recording helps us protect learners, review concerns and maintain a reliable account of delivery. We do not run an unrecorded child lesson. If recording is unavailable, the lesson must not start or must stop.

Before a learner is booked, the Payer receives clear information about the recording. The learner also sees an age-appropriate recording signal and explanation. Our Privacy and personalisation notice explains how we use, restrict and delete recordings.

Our tutor vetting policy requires an Enhanced DBS check with the Children's Barred List, or the accepted Scottish or Northern Irish equivalent, together with human-verified identity before a tutor receives our Verified status. This is our platform policy. It is not government approval, and we do not describe a tutor as "DBS approved" or "government approved".

Contact between a tutor and a learner must stay inside tutors.gg. Tutors must not ask a learner for personal contact details or arrange private contact, payment or lessons outside the service. Tell us immediately if this happens.

A named personÔÇönot AIÔÇömakes every safeguarding decision. We may stop a lesson, hold a message or suspend access immediately where there is a credible safety risk.

Email safeguarding@tutors.gg to report a concern. Do not email detailed evidence unless we ask for it through a secure route. If someone is in immediate danger, call 999.

7. Prices, payment and recurring plans

We show the total price and VAT treatment before you pay. Grade Builder renews every four weeks. Grade Partner can include one, two or three 60-minute private Lessons in each teaching week and renews every four weeks or every 12 weeks. We show the exact configured price for the selected Lesson frequency and service period before checkout and record it in Billing. The 12-week period is exactly 84 days.

Every Grade Partner frequency stays under one subscription, one Personal team and one Teaching series with one main tutor. It includes one Grade Builder service and one Marked Paper per teaching week; increasing the frequency adds only private Lessons.

The settled price recorded for each service period is the price used for that period and any eligible refund, even if current prices later change.

Where a plan renews, we show its exact service dates, next charge date and how to end it before the first payment. We send a reminder seven days before each renewal. You can end a recurring plan online. A failed payment or payment-recovery process does not remove that option.

A request to change Grade Partner Lesson frequency or service period applies only at a future service-period boundary and only after we confirm capacity for every future Lesson. The current selection continues if capacity is not confirmed. We do not prorate the current service period or change its settled charge.

Ending Grade Builder or four-week Grade Partner stops renewal and preserves paid service to the current four-week boundary. Ending 12-week Grade Partner preserves the current started teaching week, ends later weekly commitments and, where the term-refund rule applies, refunds only whole unused future teaching weeks to the original payment method. The exact result is shown before confirmation.

If a recurring payment fails, we may retry it and tell you how to update the payment method. We may suspend future access while payment remains overdue. A person reviews any already-booked lessons and any service you have already paid for. We do not use a payment failure to remove your statutory rights.

8. Cooling-off rights and digital content

Most distance contracts for services give consumers a 14-day cooling-off period. If you expressly ask us to start a service during that period and then cancel, the law may allow us to charge a fair amount for the service supplied before cancellation.

Your right to cancel a service ends after the service has been fully performed only where performance began with your prior express request and consent, and you acknowledged that you would lose the right once the service was fully performed.

Immediate digital content has different rules. Where those rules apply, we ask separately for your consent to immediate supply and your acknowledgement that you lose the 14-day cancellation right for that digital content when supply begins.

We do not bundle those choices into one hidden checkbox. The choices shown at checkout depend on what the offer actually contains.

Our Cancellation and refunds policy explains these rights, lesson changes, plan cancellation, service remedies and how to send the model cancellation form. Nothing in these terms reduces your statutory rights.

9. Community Rules

Everyone using tutors.gg must help keep it safe and useful.

Do:

• treat learners, families, tutors and staff with respect;
• use lesson rooms, messages and uploads for learning and support;
• tell us when something feels unsafe, dishonest or wrong; and
• follow reasonable safety and technical instructions.

Do not:

• bully, threaten, harass, groom or sexually exploit anyone;
• share sexual, violent, hateful or otherwise unlawful content;
• ask a learner for personal contact details or off-platform contact;
• impersonate someone, misrepresent qualifications or submit dishonest work;
• share another person's private information without authority;
• upload malware or try to bypass security, moderation or access controls;
• infringe copyright or other rights; or
• use the service to break the law or help someone else do so.

These rules apply to lessons, messages, uploaded work, account names and any other tutors.gg surface. A learner who does not understand a rule can ask a trusted adult or contact us for a human explanation.

10. Your uploads and our materials

You keep ownership of work and other content you upload. You give us a limited licence to host, copy, process, display and share it only as needed to supply, secure and support the service, comply with law and resolve a complaint. This licence ends when we no longer need the content for those purposes, subject to legal, safeguarding and evidence-retention duties.

Only upload content you have the right to use. Do not upload unnecessary personal information about another person.

We or our licensors own the tutors.gg service, branding, software and learning materials we create. You may use supplied materials for the learner's personal education. You may not sell, publish, scrape or commercially reuse them without permission.

11. AI-assisted features

Some tutors.gg features use AI to help organise information, draft explanations or support learning. We disclose AI where it is used. AI does not make the final safeguarding, money, guarantee or academic-claim decision.

AI can make mistakes. A learner or Payer can ask for a human explanation, correction or review. Our Privacy and personalisation notice explains the data boundaries and review controls.

12. Moderation, suspension and ending access

We may remove content, restrict a feature, stop a lesson or suspend an account where reasonably necessary to:

• protect a learner or another person;
• investigate a serious breach of these terms;
• prevent fraud, unlawful use or security harm;
• respond to non-payment; or
• comply with law or a regulator's instruction.

We use a proportionate response where it is safe to do so. We explain the reason and provide a human review route unless doing so would create a safety, security or legal risk.

You may stop using the service at any time. The Payer can end recurring plans online. Ending the account does not remove rights, payment obligations or claims that arose before it ended.

If we end a paid service without supplying it, we will re-supply it, reduce the price or refund it to the original payment method as the law and circumstances require.

13. Our responsibility to you

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. A loss is foreseeable if it was obvious or both you and we knew it might happen when the contract was made.

We do not exclude or limit responsibility where the law does not allow us to, including responsibility for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• your statutory consumer rights; or
• any other liability that cannot lawfully be excluded or limited.

We supply tutors.gg to families for personal use. We are not responsible for business losses such as lost profit, revenue or opportunity arising from business use that we did not agree to supply.

Nothing in these terms makes us responsible for an exam board's decision, a school's decision or an academic result we did not promise. This does not reduce our responsibility for supplying the tutors.gg service with reasonable care and skill.

14. Complaints and urgent help

Email complaints@tutors.gg with:

• the account email or order reference;
• what happened;
• the outcome you want; and
• the safest way to contact you.

Do not send unnecessary child information or sensitive evidence by ordinary email. We will acknowledge a complaint within two working days and aim to give a substantive response within ten working days. Complex safety, payment or data cases may take longer; if so, we will explain why and when you will hear from us again.

Use the specialist route when the issue concerns:

• immediate danger: call 999;
• safeguarding: safeguarding@tutors.gg;
• privacy: privacy@tutors.gg;
• accessibility: accessibility@tutors.gg; or
• a cancellation or refund: follow the steps at /refunds.

We do not currently claim membership of an alternative dispute resolution scheme. You can obtain independent consumer advice from Citizens Advice. These terms do not stop you using any court or regulator route available to you.

15. Changes to these terms

We may change these terms for a legal, safety, security or service reason. Changes do not rewrite a completed purchase retrospectively.

For a material change affecting an active recurring plan, we normally give at least 30 days' notice and let you end the plan before the change takes effect. An urgent legal or safety change may take effect sooner. We will explain the reason and effect.

We keep evidence of the version you accepted and provide the applicable terms in a durable form with your order confirmation.

16. Law and courts

These terms are governed by the law of England and Wales.

If you live in England or Wales, you may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also use the courts and mandatory consumer protections available where you live.

Nothing in these terms removes rights the law says cannot be removed.