Last updated: September 2026

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This policy establishes the terms and conditions applicable to tutoring services provided by Tutorat Sarnia. It is intended to ensure a professional, safe, respectful, and learning-focused environment that supports each student’s success.

By booking a session, making a payment, or using Tutorat Sarnia’s services, the client, parent, or legal guardian acknowledges that they have read, understood, and agreed to the terms set out in this policy.

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   1. Payment in Advance

• All tutoring sessions or services must be paid for in advance.

• Payment must be made before the session takes place. However, payment alone does not constitute final confirmation of a session.

• A session is considered confirmed only once the date, time, and, for online services, the connection details have been confirmed by Tutorat Sarnia or the tutor/teacher.

• The client is responsible for reviewing the session information and contacting Tutorat Sarnia if there is any issue.

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   2. Strict No-Refund Policy

      Tutorat Sarnia operates under a strict no-refund policy.

• No refunds will be issued for paid services, sessions, or packages, regardless of the reason, including:

• cancellation by the student, parent, or legal guardian;

• student absence;

• cancellation with less than 24 hours’ notice;

• student lateness;

• technical issues originating from the client;

• changes in the student’s availability;

• unused sessions;

• interruption of a session due to inappropriate behaviour;

• refusal or inability of the student to participate in the session;

• suspension or termination of services resulting from failure to comply with these terms.

• If a make-up session is permitted, it is only an opportunity to recover eligible unused session time and does not constitute a refund.

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    3. Cancellation and Rescheduling – 24-Hour Notice

• Any request to cancel or reschedule a session must be communicated at least 24 hours before the scheduled start time.

• Even when 24 hours’ notice is provided, no refund will be issued.

• When possible, Tutorat Sarnia or the tutor/teacher may allow the session to be moved to another date.

• Any change to the schedule is subject to the availability of the tutor or teacher and must be confirmed in advance.

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    4. Cancellation with Less Than 24 Hours’ Notice

• Any cancellation or rescheduling request received less than 24 hours before the scheduled session will result in the loss of that session.

• No refund will be issued.

• An exceptional make-up session may be offered at the sole discretion of the tutor or teacher. Such a make-up session is not guaranteed and is subject to availability.

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    5. Student Absence

• The student must be present and ready to begin at the scheduled time.

• An absence without at least 24 hours’ notice will result in the loss of the session.

• No refund will be issued.

• The tutor or teacher may, at their discretion, offer a make-up opportunity. Such a make-up session is not guaranteed and is subject to availability.

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   6. Student Lateness

• The student must be present and ready to begin at the scheduled time.

• Time lost due to student lateness will not automatically be added to the end of the session.

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   7. Lateness of Less Than 15 Minutes

• The tutor or teacher may continue the session until the originally scheduled end time.​

• At their discretion, they may allow the missed time to be made up at another time.

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  8. Lateness of More Than 15 Minutes

• When a student arrives more than 15 minutes late, the tutor or teacher may end the session.

• No refund will be issued.

• At the sole discretion of the tutor or teacher, a make-up opportunity may be provided only for the portion of the session that was not used due to the student’s lateness.

• For example, if a 60-minute session is scheduled and the student arrives 20 minutes late, the tutor or teacher may allow 20 minutes to be made up. The tutor or teacher is not required to provide another full 60-minute session.

 

    ​9. Make-Up Time

• When a make-up session or time recovery is approved, it will correspond only to the eligible amount of unused session time.

• Make-up time is provided at the discretion of the tutor or teacher and is subject to their availability.

• Eligible make-up time cannot be converted into money, credit, or a refund.

• Any make-up session must be confirmed in advance.

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  10. Responsibilities of the Parent or Legal Guardian

     When the student is a minor, the parent or legal guardian remains responsible for:

• providing accurate and up-to-date information about the student;

• ensuring that the student is available at the scheduled time;

• ensuring that the student has the necessary materials;

• ensuring that the student has an appropriate learning environment;

• reviewing communications from Tutorat Sarnia;

• complying with payment requirements;

• complying with this policy;

• informing Tutorat Sarnia of any relevant information that may reasonably affect the delivery of the sessions;

• ensuring that the student follows the behavioural and participation expectations.

• The parent or legal guardian remains responsible for supervising the student before, during, and after the session when required based on the  student’s age or circumstances.Tutoring services do not replace parental supervision or the legal responsibilities of a parent or legal guardian.

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  11. Student Responsibilities

    The student is expected to:

• participate actively in the sessions;

• arrive on time;

• have the necessary materials;

• follow reasonable instructions provided by the tutor or teacher;

• treat the tutor, teacher, and other participants with respect;

• use technology appropriately;

• avoid disruptive behaviour;

• participate in good faith in the activities provided.

• Tutoring is a collaborative learning process. Attendance at a tutoring session alone does not guarantee a specific academic result, grade, or level   of improvement.

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​     12. Behaviour and Respect

       Tutorat Sarnia is committed to maintaining a professional, safe, and respectful learning environment.

        All students, parents, legal guardians, tutors, teachers, and representatives are expected to behave respectfully during all sessions and  communications.

   The following behaviours are not acceptable:

• insults or offensive remarks;

• threats or intimidation;

• harassment or bullying;

• discriminatory comments or behaviour;

• aggressive or abusive conduct;

• intentional or repeated disruption of sessions;

• repeated refusal to follow reasonable instructions from the tutor or teacher;

• inappropriate use of tutoring or communication platforms;

• behaviour that compromises the safety, confidentiality, or well-being of another person.

   

   The tutor or teacher may interrupt a session when behaviour prevents the normal continuation of the learning session.

   If a session must be interrupted because of inappropriate behaviour by the student, parent, or representative, no refund will be issued.

   A make-up opportunity may be considered only at the discretion of Tutorat Sarnia or the tutor/teacher.

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  13. Online Sessions and Zoom Links

    For online sessions, Tutorat Sarnia may use Zoom or another appropriate video-conferencing platform.

    The applicable connection link will be provided according to the session booking arrangements.

     The client is responsible for ensuring that the student has:

• a functioning device;

• an adequate Internet connection;

• access to the connection link;

• an appropriate learning environment;

• the necessary equipment to participate in the session.    

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 Technical problems related to the client’s equipment, Internet connection, or environment do not entitle the client to a refund.

If a technical issue is attributable to Tutorat Sarnia or the tutor/teacher and prevents the session from proceeding normally, a reasonable solution may be offered, including recovery of the affected session time.

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    14. Use of Camera and Microphone

• For online sessions, the student must have a functioning microphone and be able to communicate with the tutor or teacher.

• When required for the proper delivery of the session, the student may be asked to use their camera to support interaction, participation, and appropriate supervision of the tutoring session.

• The student must use their device in an appropriate environment and comply with all behavioural and confidentiality requirements.

• Students, parents, and representatives are not permitted to record, photograph, screenshot, reproduce, or distribute a tutoring session, the tutor, the teacher, or another participant without appropriate authorization.​

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    15. Recording of Sessions by Tutorat Sarnia

• Certain tutoring sessions may be recorded for quality assurance, security, educational supervision, and service monitoring purposes.

• Where applicable, a recording may be made available to the student so that they can review the content of the session for educational and study purposes.

• Recordings are used within the authorized activities of Tutorat Sarnia.

• Tutorat Sarnia does not sell session recordings and does not distribute or share them for commercial purposes with individuals or organizations outside the organization.

• Access to recordings is limited to authorized individuals and the purposes for which the recordings were created.

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   16. Confidentiality and Protection of Personal Information

Tutorat Sarnia recognizes the importance of protecting personal information collected or provided in connection with its services.

Information may be collected and used for purposes including:

• administering tutoring services;

• scheduling sessions;

• communicating with students, parents, or legal guardians;

• educational follow-up;

• improving service quality;

• maintaining safety and security;

• processing payments and maintaining administrative records;

• complying with applicable legal requirements.

     

Tutorat Sarnia takes reasonable measures to protect personal information against unauthorized access, use, or disclosure.

 Personal information is not sold to third parties. Where technology providers are used to deliver services, certain information may be processed by those platforms as part of their operation.   Tutorat Sarnia seeks to use appropriate service providers and limit information shared to what is reasonably necessary for the operation of the service.

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   17. Confidentiality of Tutoring Sessions

Tutoring sessions and their content are intended for the student’s educational purposes.

Students, parents, and representatives must not share or distribute personal information, recordings, images, or other content involving a tutor, teacher, or another participant without appropriate authorization.

The same expectation of confidentiality applies to communications and interactions with Tutorat Sarnia.

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  18. Educational Materials

Documents, exercises, presentations, resources, and other educational materials provided as part of the tutoring service may be protected by intellectual property rights. Unless otherwise indicated, these materials are intended for the student’s personal educational use.

They may not be resold, reproduced, distributed, or used commercially without appropriate authorization.

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  19. Responsibilities of the Tutor or Teacher

The tutor or teacher will make reasonable efforts to provide professional instruction adapted to the student’s needs and level.

The tutor or teacher may adapt activities, exercises, pace, and teaching methods based on the student’s observed needs.

However, Tutorat Sarnia and its tutors/teachers do not guarantee a specific academic result, grade, examination result, or level of improvement within a particular period.

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  20. Tutor or Teacher Lateness or Absence

Tutorat Sarnia makes reasonable efforts to respect confirmed schedules. If a tutor or teacher must cancel or interrupt a session for a reason attributable to them, Tutorat Sarnia may offer a make-up session or reschedule the affected session. The applicable arrangements will be communicated to the client.

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  21. Suspension or Termination of Services

Tutorat Sarnia may suspend or terminate services when there is reasonable cause to do so, including:

• abusive, threatening, or disrespectful behaviour;

• repeated failure to comply with this policy;

• repeated disruption of tutoring sessions;

• inappropriate use of platforms or services;

• intentionally false or misleading information;

• non-payment or payment-related issues;

• conduct that compromises the safety of a student, tutor, teacher, or Tutorat Sarnia representative.

When suspension or termination results from the client’s or student’s failure to comply with these terms, no refund will be issued.

Tutorat Sarnia may also discontinue services when the student’s needs no longer reasonably correspond to the services that can be provided.

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  22. Tutorat Sarnia’s Right to Assess Individual Situations

Tutorat Sarnia reserves the right to assess individual situations on a case-by-case basis.

Any exception granted by Tutorat Sarnia or by a tutor/teacher is considered exceptional and does not create an automatic right to the same exception in the future.

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 23. Acceptance of the Terms

By making a payment or booking a tutoring session with Tutorat Sarnia, the client, parent, or legal guardian confirms that they have read, understood, and accepted this policy.

Payment in advance constitutes acceptance of the terms relating to payment, cancellations, absences, lateness, make-up sessions, behaviour, confidentiality, and use of the services.

Tutorat Sarnia reserves the right to update this policy when necessary. The applicable terms will be those communicated to the client at the time of booking, subject to applicable laws and regulations.