Frequently Asked Questions – Students
· How much does tuition cost?
Lessons with our tutors will vary in price depending on the level of study, the subject selected, and the experience of the tutor – there are no hidden fees, so the hourly rate you see on their profile is the price you will pay per hour for lessons.
Generally, sessions cost between £15 and £50 per hour.
· How do I request a lesson?
Right, so you have found a tutor’s profile that you think may be of interest to you! You can now either request a lesson with the tutor, or you can send them a message if you’re not quite ready to book yet.
· How do I book and pay for sessions?
We do all we can to make it as simple as possible for you to book and pay for your lessons through. Payment is completely cashless, so you’ll never need to worry about having the right change!
Once you’ve found the tutor and have used the messaging system on the website to register your interest. We will contact you, to get a clear understanding of the date, time, subject and subject level of tuition your require. We’ll then drop you a message asking you to confirm the session by completing our simple payment plan which includes confirmation of your first lesson. You only need to confirm the first lesson with a tutor. After that, any further lessons you book with that same tutor will be confirmed automatically and payment will be taken, as normal, 24 hours after each session.
We understand the value of booking a block of sessions – so do our tutors. It offers both parties peace of mind and affords structure for learning. If you would like to book more than one session, just let your tutor know and they will set up weekly or fortnightly lessons for you.
· How do I confirm my lesson?
The easiest way to confirm your lesson is by following the link in the email or text we sent when your lesson was booked in. Don’t worry if you’ve lost those messages! You can find another link to confirm in the message thread between yourself and the tutor on the site. Just log into the site and head to the messages tab to find the messages between you and your tutor.
Tutor 1 has booked a lesson in Maths (GCSE) for £20 per hour. Please the lesson by clicking her. It will ask you to enter your payment details. Don’t worry! We do not take any payment until 24 hours after the lesson, but the lesson must be confirmed 12 hours before it is due to start. The lesson will be cancelled automatically if confirmation is not received, and Tutor 1 will not be able to teach. Our Tutors are NOT permitted to collect cash.
You can also confirm your lessons by heading to the Lessons tab. Under the Upcoming Lessons tab, you’ll be able to see all the lessons that have been booked in for you and a link to confirm any that haven’t been already. You will then be taken to the confirmation page, where you will be asked to enter your payment details and authenticate the payment with your bank. Once done, your lesson will be confirmed, and you and your tutor will be sent each other’s’ contact information.
· Can I request feedback from my tutor?
Yes, receiving feedback from a tutor can help to maximize the impact of your tutoring sessions, allows you to track your progress and identify key areas for improvement.
We encourage adult students and parents to give feedback on their tutor so other users can benefit from recommendations.
· My Tutor has sent homework, what do I do now?
When your tutor sets your homework, you will get a notification and/or a text message and email to let you know. If you click the link on the notification, you will be taken to the homework. You can also access the homework by going into the message thread and clicking ‘View homework:
· How do I request a refund if a lesson does not take place?
If a lesson has been cancelled but was not cancelled by yourself or the tutor on the system you will need to request a refund to let us know within 2 days that the lesson did not go ahead. We will then contact your tutor to confirm that the lesson did not take place and they have up to two days to respond to this request before you are automatically refunded in full.
To request a refund, log into your account and head to your “lessons” tab. You can see all the lessons you’ve been charged for under “completed’ lessons.
· How can I cancel a booking?
We understand that sometimes life gets in the way, and you can’t make it to a lesson. If this happens, we recommend that you message your tutor with a suggestion of a new time/date for the lesson to take place and they can reschedule it for you. In the event that there isn’t a suitable time to move the lesson to, you can cancel the lesson through your account. When cancelling lessons, it’s important that you do so with as much notice as possible in order to avoid late cancellation fees.
To cancel a lesson, log in to your FTEC account and go to your “Lessons” page using the navigation at the top of the page. You will then see a list of your upcoming lessons. Select “Lesson Details” next to the session you need to cancel. You’ll be taken through to a page with the lesson details, where you’ll see the option to “Cancel lesson”.
· Why has my lesson expired?
Once you’ve agreed on a time for your lesson, your tutor will book the lesson for you. We’ll then drop you a message by text and email asking you to confirm the session details and your payment details on the website.
You have until 12 hours before the start of your lesson to confirm, and we will send you reminders to do this.
If you’ve received a notification that your lesson has “expired”, this means that your lesson has been cancelled as it has not been confirmed before this time. Unfortunately, this lesson may not be able to go ahead, as your tutor will not be expecting you.
If this happens and you still wish to have the lesson, you’ll need to get in touch with your tutor to check if they’re still available. They’ll need to book the lesson for you again, and you may need to agree on a new date and time. You’ll then be able to confirm this new booking in the usual way.
· Do you accept Pupils’ Premium payment?
Yes. We accept child care vouchers and pupil premium payment. Please contact us for more details.