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SCHEDULING & CANCELLATION POLICY

At A+ Skills, we understand the occasional need to cancel or reschedule a tutoring session and appreciate as much notice as possible. For our part, we will do our best to accommodate your needs. Please read and pay attention to this policy in its entirety, as our office will strictly adhere to this policy to best accommodate our rapidly growing student enrollment.

 

SCHEDULING GUIDELINES

  • All scheduling is done on a first come-first serve basis.
  • Our office highly recommends that students keep a consistent schedule every week with their tutor(s).
  • Your tutor(s) will only accept schedule requests for the current week and following week.
  • Each week is considered Sunday – Saturday for scheduling purposes.

 

SCHEDULING YOUR SESSIONS

  • Your first session(s) will be scheduled through our central office when you are undergoing the registration process.
  • All scheduling requests or adjustments MUST be handled DIRECTLY WITH YOUR TUTORS during the student’s session time or via e-mail correspondence to our office at cancellations@aplusskills.com.

 

CANCELLATION POLICY

  • ALL CANCELLATION REQUESTS MUST BE SUBMITTED NO LATER THAN 7:00PM THE EVENING BEFORE YOUR SCHEDULED SESSION DATE AND TIME!

Any scheduling requests submitted past this deadline will be FULLY BILLED.

  • To cancel a session:
    • Send an e-mail to cancellations@aplusskills.com OR follow these steps below:
      • Log in to your client portal account (following the instructions below)
      • Go to the CALENDAR tab
      • Click on the session date and time in the calendar you wish to cancel
      • Click on REQUEST CANCELLATION
  • If a student or parent cancels their session, the student will be removed from our schedule, and their time slot will no longer be reserved for them. Students or parents are responsible for contacting your tutor(s) directly to reschedule the next session when ready.
  • If you would like to schedule another session time at the same time as your cancellation request, please do so by submitting a session request via the client portal. Like cancelling a session, go to the CALENDAR. Click on the session date you would like to request, and enter the information in the pop-up box and click MAKE REQUEST.

 

CLIENT PORTAL

  • All students and parents have access to our client portal, which allows you to access progress reports, session calendars, cancellation and rescheduling requests, and billing/invoicing information.
  • To access the client portal, go to aplusskills.com, hover over CONTACT US, and click on the CLIENT PORTAL tab.
  • Log in using the parent’s e-mail address and parent’s 10-digit phone number as the password. Passwords can be reset once logged in to the scheduling system.
  • Navigate the online client portal for anything needed:
    • Store Front: Please do NOT use this tab, as it is NOT active
    • Students: View each student’s account information individually
    • Assignments: View student progress reports (available within two business days of your student’s session)
    • Calendar: View scheduled sessions and pending session requests for each student. This is where you will REQUEST SESSIONS OR SESSION CANCELLATIONS!
    • Billing: View all invoices, payments, and outstanding balances
  • A+ Skills will NOT accept verbal, text, or e-mail communications for cancellation requests. Our central office kindly requests that you schedule with your tutors directly during your sessions whenever possible.

 

SESSION REMINDERS FOR YOUR CONVENIENCE

  • Our online system, Oases, will send an automatic session reminder e-mail 24-hours in advance of each of your sessions to all e-mails provided on your application. Please check your e-mail on a regular basis!
    • DO NOT RESPOND TO SESSION REMINDER E-MAILS!
  • You will receive one e-mail reminder for each tutor the student is scheduled to meet.

 

LATENESS AND NO SHOWS

  • If a student arrives late to their session, they will be tutored for the remaining time available within their originally scheduled time. In the rare occasion a tutor is late, the time will be made up.
  • If a student does not show to their scheduled session (including diagnostic testing or consultation meetings), the session will be FULLY BILLED for the total scheduled length of the session.
  • PLEASE NOTE: After a student no show, the office will remove the student from all future scheduled sessions until a scheduling request is submitted via the client portal or your tutor is contacted directly.

 

PROGRESS REPORTS

  • Every student will receive a progress report at the end of each session they attend. Please ask your student for a copy of their reports (or visit the client portal “Assignments” tab) and read them for progress updates.
  • If you would like more detailed updates on your child’s progress, please e-mail your child’s tutor directly with any questions or concerns you would like to discuss.
  • If you wish to schedule an in-person or phone consultation with your child’s tutor, the consultation must be scheduled during your child’s scheduled session time. If you wish to speak with the tutor outside of your student’s scheduled session time, you may schedule a 15-minute consultation via the client portal. Additional charges will apply.

 

PACKAGE SELECTIONS

  • Discounted package selections are required prior to scheduling tutoring sessions. They never expire and can be used for any subject tutoring is offered in by any member of your immediate family.
  • All hours scheduled after a package is completed are subject to the hourly rate OR the rate of a newly selected discounted package. To select a new discounted package, you must complete a Tutoring Renewal Application, which can be found on our website under GET STARTED.
  • Any hourly sessions or discounted packages purchased after your initial package is subject to the same office policies as your initial package.

 

PAYMENT REQUIREMENTS

  • All tutoring sessions and services (including by not limited to diagnostic exams, consultation meetings, or supplemental materials) are required to be PRE-PAID and selected on your application or in your Tutoring Renewal Application for renewing/continuing services.
  • A+ Skills will NOT schedule or reserve any sessions without pre-payment.

 

REFUND POLICY

  • Refunds requests must be submitted via e-mail to info@aplusskills.com and require a reason for the refund request, as well as the specific amount being requested.
  • All refunds on discounted packages (for tutoring session time) have a $150.00 early termination fee. In addition to the $150.00 early termination fee, all completed sessions will be billed at $75.00 per hour. If the remaining balance of your original discounted package purchase (for tutoring session time) is $150.00 or less, you are ineligible to receive a refund.
  • Hourly sessions, diagnostic exams, supplemental materials, and consultation meetings are NON-REFUNDABLE.