Terms & Conditions

1. Agreement to these terms

By booking a diagnostic assessment, tutoring session, or any other service with Thornwick Education Group, you agree to be bound by these Terms and Conditions. If you do not agree to them, please do not book or use our services.

Where a student is under 18, the contract for tutoring services is between Thornwick Education Group and the parent or guardian who books and pays for the sessions (the "Client"). Where a student is 18 or over and books and pays for their own sessions, they are the Client. Where these Terms refer to "you," this means the Client, unless the context makes clear we're referring to the student.

Thornwick Education Group is a trading name of Sahra Ibrahim, sole trader, of 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. You can contact us at contact@thornwickeducationgroup.co.uk.

2. Our services

Thornwick Education Group provides online GCSE and A-Level Maths tutoring, including 1:1 sessions, small group sessions, exam intensive bootcamps and diagnostic assessments. All sessions are delivered remotely using video-conferencing software; we do not offer in-person tuition.

3. Bookings and payment

This section covers our ongoing 1:1 and Small Group tutoring programmes. Exam Intensive Bootcamp bookings have their own payment terms, set out in section 6.

1:1 and Small Group programmes are paid for in advance, on a 4-weekly basis, rather than session by session. Fees for each programme are set out on our Programmes & Pricing page and are payable before each 4-week block of sessions begins, unless we've agreed otherwise with you in writing. Payment is accepted by the method stated to you at the time of booking.

We reserve the right to decline or postpone a booking, for example where a suitable tutor is not currently available for the requested specification or tier. If payment is not received in line with the agreed terms, we reserve the right to pause or cancel upcoming sessions until payment is made.

Under the Consumer Contracts Regulations 2013, you normally have a 14-day cooling-off period after booking online, during which you can cancel for a full refund. Because many families want to start tutoring as soon as possible, by asking us to begin sessions within that 14-day period, you agree that this cooling-off right ends once we've started providing the service to you. This doesn't affect your right to a refund where we've failed to provide the service with reasonable care and skill, or your rights under section 4 if you later want to end an ongoing arrangement.

4. Cancellations, rescheduling and ending an arrangement

This section covers our 1:1 and Small Group tutoring programmes. Exam Intensive Bootcamp bookings work differently and are covered separately in section 6 below.

We require at least 48 hours' notice for any change to a single booked session. 1:1 sessions can be rescheduled or cancelled free of charge within that window. Group sessions run to a fixed timetable, so the same 48-hour notice lets you cancel a spot, though it can't be rescheduled. Cancellations made with less than 48 hours' notice are non-refundable: you simply forfeit the session, and no additional fee is ever charged on top.

If you wish to stop tutoring altogether, rather than cancel a single session, we ask for at least two weeks' notice, so we can plan around the change. Any sessions already paid for but not yet delivered will be refunded once that notice has been given, except for any session already made non-refundable under the late-cancellation rule above.

If we need to reschedule or cancel a session on our end (for example, due to tutor illness), we will give as much notice as possible and offer an alternative time at no extra cost.

Persistent last-minute cancellations may, at our discretion, result in a booking being paused or ended. Where we end an arrangement under this clause, any sessions already paid for but not yet delivered will still be refunded, except for any session already made non-refundable under the late-cancellation rule above.

5. Our Grade Guarantee

This applies to our 1:1 and Small Group tutoring programmes. It doesn't apply to Exam Intensive Bootcamp bookings (section 6) or free diagnostic assessments (section 9).

If your child hasn't reached their agreed target grade within 16 weeks of starting regular sessions with us, and every condition below has been met throughout that period, we'll provide additional sessions at no extra cost until they reach it.

Conditions for the guarantee to apply

The guarantee is only valid where, for the full 16-week period, the student has:

• attended consistently, with no paused or infrequent periods;
• joined every session with their camera on and actively participated throughout;
• completed and submitted all homework set by their tutor, by the deadline given;
• sat any topic tests or progress checks set as part of their programme; and
• given us accurate, up-to-date information about their current level, specification and tier.

If any of these conditions aren't met, the guarantee won't apply, since we can only guarantee an outcome we've had a genuine, full opportunity to help achieve.

The target grade is the one agreed with your tutor, usually informed by a diagnostic assessment where one has been completed, and may be reviewed and adjusted together as progress is made.

6. Exam Intensive Bootcamp bookings

Bootcamp sessions run on fixed dates with limited spaces, so they're booked and paid for differently to our ongoing 1:1 and group tutoring.

Reserving and cancelling a place

Submitting a bootcamp booking form reserves your place provisionally. The place is confirmed once we've received payment in full, which is due within 48 hours of your booking (or before the bootcamp starts, if sooner). Bootcamps are sold as a single, fixed-length block (currently 2 consecutive days) rather than as individual days.

You can cancel a bootcamp booking for a full refund by letting us know in writing within 14 days of booking, provided this is more than 28 days before the bootcamp's start date. Outside that window, bootcamp bookings are non-refundable, since places are capped at 5 students per date and we turn away other students to reserve yours.

Non-attendance and technical issues

Students are responsible for ensuring they attend the bootcamp. No refund or credit will be given for non-attendance, lateness or leaving partway through, including where this is due to a poor internet connection or a technical issue on the student's side. We'd recommend testing your device and connection in good time before the bootcamp starts.

If a date doesn't run

If too few students book onto a particular bootcamp date for it to run, we may cancel that date and offer you an alternative date or a full refund.

Conduct and materials

We ask that students stay respectful and focused throughout, and we reserve the right to end a student's participation, without refund, in cases of serious or repeated disruptive behaviour.

Any worksheets, past papers or materials provided as part of a bootcamp remain the property of Thornwick Education Group and are for the student's personal study use only. They should not be shared, redistributed or reproduced without our permission.

7. Online sessions

This section covers our ongoing 1:1 and Small Group tutoring sessions. Bootcamp sessions are also delivered online, but technical-issue handling for those is covered separately in section 6.

All sessions are delivered online via Zoom. We recommend joining from a computer, laptop or iPad for the best experience, using a stable internet connection. Meeting details are shared with you ahead of each session, or as a recurring link agreed at the start of the arrangement.

Students should join from a suitable, distraction-free space, on camera where possible, so the tutor can properly gauge understanding and give useful feedback.

Completing homework and any work set between sessions is the student's responsibility. Tutors will set, mark and give feedback on this work, but can't complete it on the student's behalf.

We're not responsible for disruption caused by technical issues on the student's side (for example, a poor connection or device fault), though we'll always try to help resolve it or find a fair way to make up the time. If a session is disrupted by a technical fault on our side, we'll offer a replacement session or reschedule at no extra cost.

Sessions are not recorded unless both the tutor and the parent or guardian have agreed to this in advance.

8. Safeguarding and tutor vetting

All tutors are vetted and DBS-checked in line with our safeguarding policy before working with any student. You can read more on our Safeguarding page.

9. Diagnostic assessments

Diagnostic assessments are provided free of charge and are intended to help identify a student's strengths, gaps and areas for improvement. The "estimated grade" they produce is a snapshot based on performance on the day only. It is not a formal prediction, is not endorsed by any exam board, and shouldn't be relied on as an indicator of a final exam result.

10. Materials, resources and private arrangements

Worksheets, schemes of work, past papers and any other resources we provide as part of an ongoing programme remain the property of Thornwick Education Group and are for the student's personal study use only. They shouldn't be shared, redistributed or reproduced without our permission. (Materials provided as part of a Bootcamp are covered separately in section 6.)

Where we introduce you to a tutor, you agree not to engage that tutor privately, outside of Thornwick, for the duration of your arrangement with us and for 6 months afterwards. This keeps tutoring vetted, insured and fairly priced for every family we work with.

11. Liability

We provide our services with reasonable care and skill, but we do not guarantee any specific grade, result or outcome, as this depends on factors outside our control, including a student's own engagement and effort.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited under English law. Subject to that, our liability for any loss arising from our services is limited to the fees paid for the relevant programme, block or booking to which the claim relates.

12. Force majeure

We won't be responsible for any delay or failure to provide a session where this is caused by something outside our reasonable control, for example illness, power or internet outages, extreme weather, or a change required by law or government guidance. Where this happens, we'll let you know as soon as we can and offer a replacement session or reschedule once normal service resumes.

13. Complaints

If you're ever unhappy with any aspect of our service, please contact us at contact@thornwickeducationgroup.co.uk in the first instance. We'll aim to acknowledge your complaint within 2 working days and work with you to resolve it.

Complaints relating to a safeguarding concern should be directed to our Designated Safeguarding Lead, see our Safeguarding page for contact details.

14. Data protection

We handle personal data in line with our Privacy and Cookie Policy, which explains what we collect, why, and how it's kept secure.

15. Changes to these terms

We may update these Terms from time to time to reflect changes to our services or legal requirements. Where a change materially affects an existing booking, we'll let you know in advance.

16. General provisions

These Terms, together with our Privacy and Cookie Policy and Safeguarding page, make up the whole agreement between us relating to our services, and replace any earlier agreement on the same subject.

If any part of these Terms is found by a court to be invalid or unenforceable, the rest will continue to apply. If we don't immediately insist you do something you're required to do under these Terms, or we delay taking action over a breach, that doesn't mean we've given up that right, and we can still require you to do it, or take action, later.

These Terms are between you and us. No one else has the right to enforce any part of them.

17. Governing law

These Terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the English courts.

18. Contact

If you have any questions about these Terms, contact us at contact@thornwickeducationgroup.co.uk.