Purpose
At Acuity Education, we work hard to provide a flexible and supportive learning experience for every student.

Our tutors plan and prepare for each lesson well in advance — so when a session is cancelled last minute, it affects not only them, and your learning, but other students who could have used that time.

This policy sets out how cancellations and rescheduling work, and why we have these rules in place.

1. Why We Have a Cancellation Policy

• Fairness for tutors: Many of our mentors are also full-time students who rely on us for their sole source of income. If a booking is cancelled at the last minute, that time is unlikely to be filled with another student.
• Respect for preparation time: Tutors spend time preparing resources and lesson plans in advance.
• Flexibility for families: Our system allows easy rescheduling where possible, so you don’t lose out if you give enough notice.

2. Cancellation Notice Periods

• More than 6 hours’ notice: No charge. We’ll happily reschedule to another time (subject to availability).
• Less than 6 hours’ notice: 50% of the lesson fee applies, unless there are extenuating circumstances.
• No-show without notice: The full lesson fee applies.

The time of cancellation is based on when Acuity Education receives the notice through our approved channels.

2. How to Cancel or Reschedule

All cancellations or rescheduling requests must be made via:

• Email to your assigned tutor and [email protected]; or
• Through our scheduling system (where available); or
• Other agreed upon channels of communication, where appropriate

3. Extenuating Circumstances

Exceptions to this policy may be made in extenuating circumstances at the sole discretion of Acuity Education. Such exceptions will be determined on a case-by-case basis and may require supporting information.

4. Rescheduling

• If cancellation is made within the required notice period, Acuity Education will arrange a new session time.
• Rescheduling is subject to tutor availability and may not always be possible in the same week.

5. Cancellations by Acuity Education

If Acuity Education cancels a session for any reason, we will reschedule the lesson at no cost to you. Where rescheduling is not possible, no charge will apply for the cancelled session.

6. Alignment with Terms and Conditions

This policy forms part of Acuity Education’s Terms and Conditions. In the event of any inconsistency, the Terms and Conditions take precedence.

By booking lessons with Acuity Education, you agree to adhere to this Cancellation Policy.

Thank you for understanding

This policy helps us keep lessons fair and consistent for everyone. By giving notice wherever possible, you’re supporting your tutor and ensuring all students get the best chance to learn.