The Finer Details

Acuity Parents’ Handbook

Understand our processes that make communication, billing, and scheduling simple.

Services and Programs

At Acuity, we offer two primary services: Tutoring and Mentoring

Mentoring helps students with planning, organisation, mindset, and accountability.

Tutoring focuses on specific subject support.

You can visit their respective pages using the links above.

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Expectations

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Through working with us as a part of any of our programs, you are agreeing to commit to weekly sessions. In our compass and mastery programs, we have taken the time to thoughtfully design a specific sequence of lessons around a recurring weekly schedule. Whilst the proficiency program offers more flexibility, it is still a strong expectation that you meet with your mentor on a weekly basis. This approach maximises your learning by building a consistent habit and allowing you enough time to systematically deepen your understanding of concepts. Many of our mentors are also full-time students who rely on us for their sole source of income, so keeping a consistent schedule makes things more predictable for them. Of course, things won’t always fit neatly into your schedule and you are welcome to move and reschedule sessions by contacting your mentor.

Before every session, you should receive both an email reminder 12hrs in advance, plus a calendar reminder from Microsoft Teams 15mins prior. The onus is on the student to ensure they are on time for each session. For missed lessons, refer to our our Cancellation Policy. It is expected that you spend a few minutes before each tutoring session preparing your work for that lesson. Sending any questions or assignments to your mentor in advance is really helpful. Since everything operates online, please also ensure that your computer is charged.

For consistency, fairness, and scheduling logistics, it is important that we keep lessons to the scheduled time frame. As such, your mentor will start wrapping up the session with 5mins left to ensure there is adequate time to summarise the main takeaways and leave space for any additional questions. This may mean occasionally leaving a certain question or section unfinished and to be continued next time.

Although our mentors would love to always help you outside outside of scheduled session times, they each have their own commitments and priorities, so it’s important to set some boundaries. For general or subject-specific questions, please send them an email. If you need to cancel or re-schedule a lesson, you are able to directly text your mentor, bearing in mind our Cancellation Policy. For urgent matters, administrative questions, or other enquiries, please email [email protected].

If you reach out to your mentor with a question, you can expect to hear back from them within 24hrs. If you have not heard back from them within this timeframe, or you have an urgent issue, please email [email protected] directly.

As mentors, we want to prioritise innovation, empowerment, and deep understanding. To foster this, we need to build a strong and open connection between student and mentor. In all sessions, attitudes that we expect everyone to have include active listening, honesty, and the ability to question everything. If either of us don’t know the answer to something, we should feel comfortable sharing that, asking questions, and trying to find a solution together.

We really value your feedback and take it on board seriously. After each lesson, your mentor takes the time to send a summary email to you with points of constructive criticism, encouragement, and advice. But it’s not a one-way street. At any time, you’re welcome to email [email protected] and let us know how you’re feeling – whether we’re doing something well, or if there’s things we need to improve upon. Likewise, if things aren’t clicking with your current mentor, please reach out and we can seek out an alternative.

Policies

Privacy Policy

Terms and Conditions

Cancellation Policy

Billing

We pride ourselves on making billing simple, effortless, and flexible for you.

With our new automated billing process, you can say goodbye to bank transfers, payment reminders, and follow-up messages.

Our system ensures your payments are made securely, accurately, and transparently — without you having to do a thing.

The result? Less admin for you, and more time for what matters.

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Setting up automated billing with us is really simple. Before your second session with us, you will be emailed an invitation to set up automated billing. Take two minutes to complete your details and that’s all the admin work you’ll ever have to do! Alongside the option to pay using your card, we now offer BECS Direct Debit as well, affording you another secure and seamless option if you’d prefer.

Our prices for services vary. Rates are agreed upon individually with each client and can differ based on several factors. Services will be billed at this agreed upon price unless otherwise discussed in writing and charges will be clearly broken down in every invoice. These rates can be adjusted, but not without clear and reasonable notice, in writing, from Acuity Education.

Aligning with our expectation of weekly lessons, our billing cycle also runs on a weekly basis. This affords you maximum flexibility in terms of scheduling, plus breaks up fees into manageable, consistent, and predictable chunks which you can easily plan around. This frequency is also most favourable for our mentors, who are primarily full-time students. Invoices are issued in arrears and are automatically processed each Monday, for completed lessons throughout the previous week.

We accept payment by credit or debit card only (from October 2025), or direct debit via your bank account (from February 2026). When you start working with us, you will be asked to add your card details to our secure payment platform. Only you can ever access this account and your details will be deleted from our system once our partnership has ceased.

Each week, you will be emailed a reminder 12hrs in advance of your scheduled lesson time. You will also receive a specific lesson summary email from your individual mentor at the completion of every session. Every time an invoice is charged, you will receive a payment confirmation receipt in your inbox. In addition, you can view detailed records of all historical invoices, session notes, cancelled lessons, and payment receipts from your personal account. In the event of any mistaken charges or payment disputes, please email us and we will remediate this ASAP.

The System Behind Everything Else

Communication Hub

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Video Tutorials (Useful Resources)

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