Policies for Customers

We polled all our tutors and the overwhelming majority preferred regular, weekly lessons with their students. So, while KIS has a flexible lesson structure, we encourage parents to have regular lessons with our Lesson Continuity Policy.

This means that after 3 consecutive weeks without a lesson, we can cancel the tutor pairing.

The parent will get email and text reminders after 2 weeks and 3 weeks so they have a chance to organise another lesson, or get in touch with us in case there's a good reason for not doing the lessons.

YOU will also get reminders after 2 weeks and 3 weeks without a lesson so you can chase the client up.

Students cancelling last minute is super annoying, so we have a cancellation policy to protect your time: if a student fails to show up or cancels less than 1 hour before a lesson, they will be charged a last minute cancellation fee of 100% of the lesson charge.

But what about the other way around, if you as the tutor needs to cancel a lesson?

As a contractor who works on your own schedule, you should NEVER need to cancel a lesson since you're usually the one organising them in the first place. On the off chance that something does come up and you need to move a lesson around, you MUST give students or parents AT LEAST 24 HOURS NOTICE.

The only reasonable instances for rescheduling a lesson any less than 24 hours prior is an emergency situation. We take customer complaints very seriously, so if you do not show up to a lesson or cancel last minute without a valid reason, expect to hear from our Admin Team.

We ask clients to make sure payments are done within 3 days of a lesson (the first lesson since future lesson charges are automatic in the KIS App)

If a parent doesn't pay for a lesson within 30 days (this has happened only a couple of times before) we add a $20 late-payment fee. In the off-chance they do not pay after 60 days, we will pay you.