Introduction
1.1 This policy seeks to explain Rose Education’s services and set out both Rose Education’s obligations and what we expect from students and their parents or legal guardians (together referred to as clients) when accessing those services.
1.2 Rose Education C.I.C (‘Rose Education’) is committed to providing the highest levels of education, safeguarding, and standards for all students accessing its services.
Tutoring Sessions
2.1 Tutoring sessions may occur in either a one-to-one or group setting of up to seven students.
2.2 Tutoring sessions will take place on Zoom, and students and tutors must have their audio and video functions enabled.
Safeguarding
3.1 We are committed to providing the best service possible and providing a safe environment in which students can learn.
3.2 We believe all children have a right to a childhood free from abuse, neglect, or exploitation, and we recognise our duty to safeguard and promote our students’ welfare.
3.3 Tutors understand that they have a duty of care to safeguard their students and receive training about conducting themselves safely and appropriately during tutoring sessions.
3.4 Clients must not have inappropriate communication with the tutor nor make unsolicited communications to the tutor.
3.5 The parent/guardian must ensure the physical environment is safe for the student and remains responsible for the student’s welfare during the tutoring session.
3.6 Other than for the first tutoring session and at the start of each subsequent tutoring session, the parent/guardian does not need to be present for the session but should be available. Should the student have any concerns, they can be readily assisted.
3.7 Rose Education is not responsible for any dispute regarding parental consent.
3.8 Clients must ensure that all of their personal details and contact information held by Rose Education are up to date and accurate.
Rose Education’s obligations
4.1 Rose Education will carry out a thorough verification process when selecting tutors, to include background, qualification, and DBS checks.
4.2 Rose Educationwill promptly deal with any reports of illegal activity, ensuring student’s and tutors’ safety at all times.
4.3 If the tutor is unavailable for a tutoring session, Rose Education will endeavor to provide another tutor. The parent/guardian is not obliged to accept the replacement tutor, and Rose Education is not obliged to provide an alternative.
4.4 If a tutor does not attend a tutoring session, the parent/guardian will not be invoiced or receive a refund if paid in advance.
Student obligations
The student shall:
5.1 Arrive promptly for the start of the tutoring session and be ready to engage with the group.
5.2 Keep their mobile phone and other devices in silent mode to not cause distraction and shall not attempt to distract other students in the tutoring session.
5.3 Treat the tutor and other students in the session respectfully, not use inappropriate language nor make any improper suggestions.
5.4 Not send unsolicited communications to the tutor or any other students in the session nor contact them outside of the tutoring session.
5.5 Report any inappropriate behaviour or illegal activity by a tutor to Rose Education as soon as possible.
5.6 Report any dispute with a tutor to their parent/guardian.
5.7 Not record the tutoring session or take screenshots, except if expressly permitted by the tutor.
Parent/Guardian obligations
The parent/guardian shall:
6.1 Be present for at least the first tutoring session and at the start of each subsequent tutoring session. After that, the parent/guardian should be close by and available to help if required with technical issues or provide other assistance.
6.2 Be responsible for the safety and welfare of the student during the tutoring session.
6.3 Ensure that the tutor is treated with respect, monitors the student’s behavior, and ensures that no inappropriate language is used.
6.4 Ensure that the student has no inappropriate communication with the tutor outside the tutoring session.
6.5 Pay for a minimum of one term of tutoring sessions promptly once invoiced by Rose Education.
6.6 Provide a month’s written notice to end any tutoring service.
Cancellation
7.1 In the event that you are unable to attend your tutoring session, please contact us as soon as possible.
7.2 The following terms shall apply for late cancellations or no-shows:
7.3 Other than in exceptional circumstances (to be determined by Rose Education in their sole discretion), if you cancel within 24 hours of the tutoring session start time, you will forfeit 100% of the fees.
7.4 If you cancel in excess of 24 hours of the tutoring session start time, you will be offered either a re-scheduled tutoring session or a credit of any fee paid for the session, less an administration fee of 10%.
Feedback and Complaints
8.1 We encourage you to provide feedback about your tutor and any other service provided by Rose Education. Feedback will help our tutors and advisors to recognise what they are doing well and improve when necessary.
8.2 We try hard to meet the highest standards but recognise that things might not always be perfect. We encourage you to contact us if you have any issues with any part of our service, and we take any complaints we receive very seriously. We also welcome suggestions for improving our service. In the first instance, please email us at info@rose-education.org.
Indemnity
9.1 Rose Education shall not be liable for any loss, expense, damage, delay, costs, or compensation, whether direct or indirect, which may be suffered by the student or their parent/guardian concerning tutoring services provided by the tutor.
9.2 Rose Education will carry out background checks, including obtaining references for the tutor and carrying out a DBS check but ultimately, Rose Education can give no warranty, representation, or undertaking as to the suitability, honesty, or capability of any tutor.