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Arcstone Tutors

Service Agreement • Version 2026-07-31

Terms of Service

These terms govern the relationship between Arcstone Tutors Ltd and our clients. When you buy lessons you confirm you have read and accept this version.

Arcstone Tutors Ltd is registered in England and Wales (company number 17357109) and is not yet VAT registered.

1. Who we are

This website and the tutoring service are operated by Arcstone Tutors Ltd, trading as Arcstone Tutors. If you have a question about these terms, or about anything else, we have one mailbox and it reaches us.

Contact:
admin@arcstonetutors.co.uk
Company number:
17357109

2. Lessons & Trial Sessions

Arcstone Tutors provides 1-to-1 online tutoring. Each student may take one half-price 30-minute trial lesson on their first purchase: half the hourly price for half the length of a standard lesson. Lessons are bought as credits held on your account and are booked against a matched tutor's availability. We reserve the right to refuse or end service where a tutor is not a suitable match for a student's needs, or where these terms are breached.

3. How lesson credits work

You pay for tutoring by buying lesson credits in advance. Here is exactly what a credit is and how it behaves:

  • You can buy a single lesson or a pack of 3, 6 or 10 lessons; larger packs are offered at a lower price per lesson. What a lesson costs is set by the student’s education level - KS2, KS3, GCSE or A-Level - which we take from the year group you tell us they are in.
  • 1 credit equals 1 hour of tuition. Lessons are booked at 60 or 120 minutes, costing 1 or 2 credits respectively, and the 30-minute trial lesson below is the one shorter length we offer. When a booked lesson goes ahead, the corresponding credits are spent.
  • Each student may take one half-price trial lesson on their first purchase. A trial lesson runs for 30 minutes rather than the full hour. Trial lessons are non-refundable at all times, whether or not the trial has been taken. See section 4 below.
  • Credits are held on your account, not on a particular student. Any student registered to your account may use them, subject to the education level a credit was bought at (see below). They cannot be moved to another account.
  • Credits do not expire, and a later change to our published prices never affects credits you already hold.
  • A credit is bought at one education level and pays for a lesson at that level or at any level below it. Credits bought at the A-Level rate cover GCSE, KS3 or KS2 work at no extra charge, and credits bought at the GCSE rate cover KS3 or KS2 work, so you are never asked to pay again for a student working below their year group.
  • Moving up is the one direction that costs something. If the student moves up to a higher level, unused credits pay for lessons at that new level once you have paid the difference per credit: £4 from KS2 to KS3, £6 from KS3 to GCSE, £6 from GCSE to A-Level, £10 from KS2 to GCSE, £12 from KS3 to A-Level, and £16 from KS2 to A-Level. Nothing expires while you decide. There is no deadline on paying it, and the credits stay on the account either way.
  • If you would rather not pay that difference, you can ask us to refund the unused credits instead of holding credits your student has outgrown. See section 4 below.
  • Credits are non-refundable as a rule. There are two exceptions: your statutory right to cancel a purchase, and the refund of credits your student has outgrown. Both are set out in section 4 below.

4. Cancelling a purchase (your 14-day right)

Lesson credits are non-refundable as a rule. The exception is a legal one that we cannot and do not remove: because you buy from us online, the law gives you 14 days from the day of purchase to change your mind and cancel that purchase. You do not need to give a reason.

There is no cancellation button. To exercise this right, email us at admin@arcstonetutors.co.uk within the 14 days, from the address on your account, saying you want to cancel and which purchase you mean. Any clear statement works. We will confirm in writing when we receive it.

What you get back depends on what you bought and what you have used

  • A fully-unused purchase: No lesson from it has gone ahead: full refund of everything you paid.
  • A single-lesson purchase: Unused: full refund. Used: nothing, because it has already been delivered. The 20% fee below never applies to a single lesson.
  • A part-used multi-lesson pack: Once at least one lesson from a pack has gone ahead, we keep the cost of the lessons already taken (they cannot be refunded) and apply a 20% cancellation fee to the value of the lessons that are left unused, refunding the rest.
  • A fully-used pack: Every credit has already been used: there is nothing left to refund.
  • A trial lesson: Always non-refundable, whether or not you have taken it. This is the one purchase this right does not reach a refund for; the trial price already reflects that.

Booking a lesson inside the 14days is you asking us to start early, which is fine. It just means that lesson is now "used" for the purposes above. We work every calculation out from what you actually paid for that purchase, not our standard price, since packs are discounted.

Worked example: you buy a 6-lesson GCSE pack for £205 (£34.17 a lesson). Your child has 2 lessons, leaving 4 unused, then you cancel. The unused lessons are worth 4/6 of £205 = £136.67; we deduct a 20% cancellation fee from that (£27.33) and refund the rest: £109.34. The £68.33 for the 2 lessons already taken is not refunded.

Refunds go back by the same method you paid with, at no fee, within 14 days. Any unused credits from that purchase are removed at the same time, since you are being refunded for them.

This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and nothing in these terms takes it away. If we cancel (we can't find a suitable tutor, or we stop providing the service), you can ask for the money back for any lessons you have paid for and not used, whether or not the 14 days have passed.

Credits your student has outgrown

Section 3 explains that unused credits need the difference paying before they cover lessons at a higher education level. That top-up is optional and has no deadline, and this is the alternative to it: rather than hold credits your student has outgrown, you can ask us to refund them. Email admin@arcstonetutors.co.uk and tell us which credits you mean.

  • Inside the 14 days: Your statutory right applies and the refund is worked out exactly as set out above.
  • After the 14 days: We refund what you paid for the unused credits, less the standard 20% cancellation fee. Credits already spent on lessons that went ahead are not refunded.

There is no time limit on asking, and asking does not commit you: you can pay the difference later instead, for as long as the credits sit unused. Refunds go back by the same method you paid with, at no fee, within 14days, and the refunded credits are removed from the student's wallet at the same time.

5. Cancelling a booked lesson

Separately from your 14-day right above, this is what happens when you call off a lesson you have already booked. It moves a lesson credit rather than money. To respect our tutors' time, we apply a 24-hour cancellation window to the lesson credit:

24h+

Cancel or reschedule more than 24 hours before the start time and the credit is returned to the student's wallet to use again.

< 24h

Cancel within 24 hours of the start time and the credit is treated as used, because the tutor can no longer fill the slot.

Tutor

If a tutor cancels or does not attend, the credit is always returned in full.

6. Fees & Payments

  • Lessons are paid for in advance as credits. Each credit is bought at the education level the student’s year group falls into, and entitles them to one lesson at that level or at any level below it. If the student later moves up a level, unused credits cover lessons at that new level once the difference per credit has been paid; the amounts, and the refund you can ask for instead, are set out in sections 3 and 4.
  • Prices are shown before you pay. Published prices may change with at least 30 days’ notice; changes never affect the price you have already paid for credits you hold.
  • Credits are tied to a single student and do not expire. They are non-refundable except under your 14-day right to cancel a purchase and the refund of outgrown credits, both in section 4. We do not otherwise buy unused credits back for cash.
  • A cancelled or tutor no-show lesson returns the credit to the student’s wallet under section 5 above.
  • Card payments are handled by a secure third-party payment provider. Prices are shown in pounds sterling; the company is not yet VAT registered, so no VAT is added.

7. Academic Disclaimers

While our tutors are highly qualified and dedicated, Arcstone Tutorscannot guarantee specific exam results or grade improvements. Academic success depends on the student's own engagement, homework completion, and school attendance.

For questions regarding these terms, contact us at:admin@arcstonetutors.co.uk