Respect, Support, Communication and Success
Our Payment and Cancellation Policy
1. Payment
Introductory Offer: Students can purchase their first tutoring session in a single transaction to experience our tutoring services.
Package Purchase: After experiencing the first session, students can choose to purchase a package of 3 to 4 tutoring sessions at a time. Payment for less than 3 sessions at a time will not be accepted by tutors unless one of the administrators approve it for an individual student.
Payment Processing: All payments must be completed through interac transfer to admin@acingstem.com.
Billing Disputes: If you have any concerns about your billing statement, please contact us promptly to resolve any discrepancies.
2. Refunds and Cancellations
Refund Policy: Refunds are rare and can only be granted in exceptional circumstances, such as a significant issue with a tutor. Refunds are granted at the discretion of the owners/administrative team.
Cancellation by Student: To avoid being charged for the tutoring session, you must notify the tutor at least 24 hours in advance of the scheduled session. Failure to do so will result in the session being counted and billed at the agreed-upon rate.
Remaining Hours: Students have the option to use their remaining hours from the purchased package towards another course for which we offer tutoring services. Please contact us for assistance in transferring your remaining hours to another course.
Cancellation by Tutor: In the rare event that a tutor needs to cancel a session, they will provide advance notice whenever possible and work with the student to reschedule the session at a mutually convenient time.
Emergency Situations: We understand that emergencies may arise, and exceptions to the cancellation policy may be made in such cases. Please contact your tutor as soon as possible if you encounter an emergency situation that prevents you from attending a scheduled session. Multiple occurrences of emergency excuses will be reviewed at the discretion of the administrative team to determine whether the session will be charged.
Code of Conduct Policy
At Acing STEM, we are committed to fostering a respectful and productive learning environment for all our students. We expect both tutors and students to adhere to the following code of conduct:
1. Communication Between Tutor and Student
Professionalism: All interactions with tutors and staff will be respectful and professional in manner. Communicate openly, honestly and respectfully with your tutor and the administrative team. Handle conflicts or disagreements with tutors in a respectful and constructive manner while contacting the administrative team with any issues at admin@acingstem.com.
Preparation for Sessions: Provide at least 48 hours notice to your tutor with the topic you wish to work on during the session. This allows our tutors sufficient time in constructing a personalized session plan for you. Failure to disclose the topic you wish to work on in advance will result in the student’s responsibility in providing questions to work on during the scheduled session.
Feedback: Provide constructive feedback to tutors to help improve the quality of our tutoring services. Feel free to also provide Google Reviews once the course you are being tutored for is finished.
Respect for Diversity: Respect the diversity of backgrounds, perspectives, and experiences of tutors and fellow students. All students and tutors along with their cultural backgrounds, beliefs and traditions are respected and valued. All individuals are welcome and included regardless of their race, ethnicity, gender, sexual orientation, religion, disability or socioeconomic status. Using inclusive language and communication that promotes mutual respect and understanding will be required from all parties involved in our tutoring services.
Confidentiality: Respect the confidentiality of information shared during tutoring sessions and refrain from sharing sensitive information without consent. Understand that tutoring sessions are conducted through Zoom, and tutors are required to have their cameras on during sessions. Respect the privacy of all participants and refrain from recording or sharing session content without consent.
2. Communication Between Tutor and Parent
Professionalism: All interactions between tutors and parents will be conducted with professionalism and courtesy. Tutors will communicate openly, honestly, and respectfully with parents regarding the student's progress, areas of improvement, and any concerns that may arise during tutoring sessions.
Transparency: Tutors will provide regular updates to parents regarding the student's performance, including progress made, areas of strength, and areas requiring further attention. Parents are encouraged to communicate any specific goals or concerns they have regarding their child's academic development. Parents are more than welcome to place a request to admin@acingstem.com for access to the progress spreadsheet of their child. This spreadsheet outlines the dates of each tutoring session, what was achieved during that session as well as what the student can improve on in future sessions.
Availability: Tutors will be available to respond to parent inquiries or requests for updates in a timely manner. Parents are encouraged to reach out to tutors with any questions, feedback, or concerns they may have regarding their child's tutoring experience.
Collaboration: Tutors and parents will work together collaboratively to support the student's learning goals. This may include discussing strategies for academic improvement, addressing any challenges the student may be facing, and identifying additional resources or support as needed.
Confidentiality: Tutors will respect the confidentiality of information shared during tutoring sessions and will not disclose sensitive information about the student without consent from the parent or legal guardian.
Feedback: Parents are encouraged to provide feedback to tutors regarding their child's tutoring experience, including areas of satisfaction and areas for improvement. Tutors will use this feedback to continuously improve their teaching methods and support the student's academic growth.
Our Privacy Policy
1. Information We Collect
Personal Information: When you register for our services, we may collect personal information such as your name, email address, contact details, and payment information.
Usage Data: We may collect information about how you interact with our website and tutoring platform, including session times, duration, and browsing behavior.
Communications: We may monitor and record communications between users and tutors for quality assurance and training purposes.
2. How We Use Your Information
We use the information we collect to provide and improve our tutoring services, personalize your learning experience, process payments, communicate with you, and ensure the security of our platform.
We may also use your information to send you promotional materials and updates about our services, but you can opt out of receiving these communications at any time.
3. Information Sharing
We do not sell, trade, or rent your personal information to third parties.
We may share your information with trusted service providers who assist us in operating our website, conducting business, or servicing you, as long as those parties agree to keep this information confidential.
We may also disclose your information when we believe it is necessary to comply with the law, enforce our site policies, or protect our rights, property, or safety.
4. Data Security
We implement a variety of security measures to maintain the safety of your personal information, including encryption, access controls, and regular security assessments. However, no method of transmission over the internet or electronic storage is 100% secure, so we cannot guarantee absolute security.
Changes to This Policy
We reserve the right to update or modify this Privacy Policy at any time. Any changes will be posted on this page, with the updated date indicated at the top of the policy. If you have any questions or concerns about this Privacy Policy, or if you would like to exercise your rights regarding your personal information, please contact us at admin@acingstem.com.