1. If you have a favourite tutor, you can search for their name in the 'search for tutors' tab and make a booking directly with them, subject to their availability. You can then click on 'save tutor' for all future bookings.
2. If you know the date and time that you need, click on 'new booking'. Enter your child’s profile, subject, the date and time you need and all tutors available for that date and time will appear. Simply select the tutor you prefer, choose your video platform and confirm booking.

To set a recurring tutoring lesson for every Tuesday at 4pm, select 'New Lesson' and fill in the details as mentioned above. When you get to the subject and year level details, you will see an option to 'create a recurring lesson.' Click on this option to add up to 10 recurring lessons at once. 

When you book a recurring lesson, you do not need to pay at the time of booking. All lesson payments will be automatically deducted 24 hours prior to your lesson start time. 

If you need to reschedule a booking, you may do so within your calendar up until the tutor has accepted the booking. After a booking has been accepted, you will be required to follow the cancellation policy outlined below.

Cancelling a Lesson:

If you are unable to complete your lesson, you may cancel free of charge up to 24 hours before your lesson start time. The lesson will be cancelled, and payment will not be taken from your account.

If you cancel with less than 24hours notice, the lesson will be forfeited, and you will not receive a refund for the price of that lesson. We will retain the balance of the lesson as a cancellation fee.

You agree that the cancellation fee is a genuine pre-estimate of our loss and is reasonable having regard to the nature of our business. If the Tutor cannot provide a lesson, the Tutor will contact you to reschedule at a mutually agreed time. If the lesson cannot be rescheduled and needs to be cancelled, you will be provided a credit to reschedule with another tutor.

Please keep in mind that repeat cancellations from parents and/or tutors may see your account placed under review and possibly terminated.

However, when you make a new booking, you will still see an option to 'use existing credits.' This only applies to users who have received credits for a cancelled lesson or trial lesson. If there are no credits visible on your account, then you cannot use existing credits. 

If you miss a lesson without notice, you will be charged a cancellation fee. 

However, we understand that in some circumstances, emergencies do arise. Please always let us know of any situation where a lesson was missed, and the ThriveTutors team will support where they can. 

If you cannot find a suitable tutor, please reach out to ThriveTutors. 

Your lesson payment was declined due to insufficient funds/no payment details and the lesson has been placed on hold. 

• If this is the case, you will receive an email saying payment was declined. 
• All you need to do is go to lessons - on hold - pay now. This will reconfirm your lesson. 

The teacher/tutor has cancelled the lesson due to illness, emergency.

• If this happens, the Thrive Team will work quickly to find a replacement teacher for you with the same subject and year level qualifications. 
• If you do not wish to work with a new teacher, we will reschedule the lesson for an alternative time. 

If an issue persists, please contact ThriveTutors immediately and we will send a new link to your Thrive Account. 

1. The teacher is running late
2. The Whereby meeting link is experiencing an issue

If the teacher is running late, they will typically contact the ThriveTutors team as soon as possible, and we will relay this message to you. It is your decision whether you would like to wait for the teacher or reschedule to a new time.

Sometimes, online lessons can experience technical issues where both the teacher and student are in the meeting, however they can't see each other. 

If you think this may be the case, we recommend you do the following:

• Message your child's teacher to let them know you are in the meeting, so they know you are not a 'no-show.'
• Close your lesson link and instead, open a new lesson link - One that is scheduled for the following week. 
• Your child's teacher will also follow the same step and this will help us identify if the issue is affecting a specific meeting link.

If the issue continues, despite changing links, please email ThriveTutors at hello@thrivetutors.com to advise of the situation and our technical team will supply an entirely new link.