A+ SKILLS OFFICE POLICIES
OPERATIONAL HOURS & COMMUNICATIONS WITH MANAGEMENT
Monday–Thursday from 11:00am–8:00pm
Saturday from 9:00am—1:00pm
Please be sure to check your voicemail for any phone communications with our office. If your voicemail is full, we are unable to leave you a message and will wait for you to return our missed call. For emails, it is a possibility that our emails may end up in your spam/junk folder. It is your responsibility to make sure you are checking your spam/junk folder on a regular basis to ensure you are receiving our communications, both when we initiate email conversations and in response to your communications with our office.
SCHEDULING YOUR PROGRAM
Regular, consistent attendance is essential for academic growth and success. As tutors and coaches, we may only succeed at our jobs if our students attend all their scheduled sessions and come in prepared and ready to learn. As all our office locations serve upwards of 250 students on a weekly basis, we must enforce our scheduling policy strictly to ensure we can adequately accommodate all our students. We take pride in our unique one-on-one approach where students work with the same tutor and build a rapport together.
When you create a schedule with our office, that schedule is your dedicated “program” time, meaning that your schedule should not be deviated from except in true emergencies or illness. It is essential to prioritize and commit to your established program schedule. We understand that other activities or life events may change your general availability. In such cases, we kindly ask you contact our office per above communication policies, so we may provide as many alternatives as possible where our schedule allows.
PROGRESS REPORTS
Within 48 hours of your student’s session, you will receive a detailed progress report outlining the concepts/skills taught or reinforced, information on homework and further recommendations, and your next scheduled session time and location. Again, we kindly ask that you check your spam/junk folder for these communications if they do not arrive in your inbox. If more than one party—whether it be an additional parent or teacher—needs to be added to receive progress reports, please notify our office.
SESSION LENGTH
Please note that the last five (5) minutes of every session—regardless of session length—is specifically dedicated for tutors to complete their progress reports. This is not instructional time. Parents with specific questions or concerns should speak with tutors directly during scheduled session time. Parents may also contact our management office to discuss any questions or concerns during our operational hours.
CANCELLATION POLICIES – PLEASE READ CLOSELY!
The purpose of tutoring and coaching services is to improve performance, which requires consistent regular attendance for your tutoring schedule established with our office. When you miss one or multiple sessions, your tutor or coach is unable to adequately assist you in reaching your goals. Likewise, it prevents other students on our extensive waitlist from receiving the assistance they may request.
At A+ Skills, we prioritize the efficient scheduling of sessions to accommodate our growing clientele while ensuring fairness to both clients and staff. Each client has a set weekly or program schedule. As we serve more students, late or frequent cancellations prevent us from helping students on our waitlist and take away time from our staff. In line with our commitment to providing quality service, we have implemented a new cancellation policy effective Monday, April 22, 2024.
- Cancellation Procedure
- All cancellation requests must be submitted to our office via email to management@aplusskills.net with a minimum notice of 24 hours prior to the scheduled session start time.
- Failure to adhere to this notice period will result in full billing for the scheduled session, without exceptions.
- Office Hours and Communication
- As a reminder, the A+ Skills management office operates from Monday through Thursday from 11:00am–8:00pm, and Saturday from 9:00am–1:00pm. We are closed on Fridays and Sundays.
- Sessions cancelled with at least 24 hours’ notice, even if communicated on Fridays or Sundays, will be promptly removed from our schedule. However, confirmation of receipt will only be provided during the next business day.
- Consecutive Cancellation Policy
- Clients who cancel two or more consecutive weeks in a row, or clients who cancel two or more times within a calendar month will receive an email notification and be required to contact our office or respond to our email within 24 hours to reschedule remaining sessions.
- Failure to do so within the specified timeframe above will result in the release of all remaining scheduled sessions, which will be held on file for future use.
- Subsequent cancellations for rescheduled or existing sessions will be fully billed even with 24+ hours’ notice until the completion of your current package.
- Reset of Cancellation Policy
- Upon the purchase of a new package, the cancellation policy will reset, allowing clients to resume scheduling sessions under the updated terms.
- Who Can Cancel A Session
- Cancellations will only be accepted if received from parents/guardians for students in grades K-12. In our experience, students who cancel their own sessions cancel without parental knowledge. Any cancellations submitted by the student—regardless of parent approval in their email—will NOT be accepted. Even if a parent expresses to us that their student can cancel, we will not accept a student cancellation. Again, no student cancellations are acceptable, and your session will be fully billed.
We appreciate your cooperation and understanding as we strive to provide exceptional service to all our clients.
LATENESS AND NO SHOWS
On occasion, we understand that students may be running late. Communication is essential in these cases. Tutors will wait 15 minutes from your scheduled start time to tutor. If you do not show within 15 minutes of your session, the session is terminated and will be fully billed. If you communicate with our office that you will be running more than 15 minutes late, your tutor will wait for your arrival.
Students who do not call or show to their sessions within 15 minutes of the scheduled start time will be fully billed.
TUTOR CANCELLATION OR LATENESS
On the rare occasion a tutor must cancel or is running late, you will be offered a make-up time as soon as possible or be offered a substitute tutor if preferred. Our office will contact you as soon as possible.
BILLING POLICIES
Forms of Payment
A+ Skills accepts cash, check, credit, Venmo, and Zelle payments. We do not accept payments via debit card.
Payment Deadlines
All services are required to be prepaid for the total number of sessions reserved in our schedule. This applies to all programs, including our hourly/weekly clients.
Hourly/Weekly Billing
All hourly/weekly billing will occur the Saturday prior to your scheduled session. Hourly/weekly clients must have an active credit card on file for automatic billing purposes when sessions are scheduled.
All clients who prefer to pay hour by hour or week by week must have a ONE-HOUR deposit on file at times. This deposit allows us to hold your reserved weekly session time. Without a deposit on file, you will need to call our office on a week to week or as needed basis to determine availability. We are not able to guarantee the same day, time, or tutor in such cases.
Your deposit can be applied towards any discounted package at any time or is fully refundable if all cancellations received are submitted on time per our cancellation policy. If you cancel late per our policy and we must take funds from your deposit to cover the session, you are responsible for replenishing the one-hour required deposit prior to scheduling future sessions.
Declined Transactions
Any time our office received a declined transaction notice, we are charged a 5% transaction fee. We understand that cards expire or information is stolen from time to time. Please remember to contact our office in such cases. We allow each family one declined transaction with no additional charge. After one declined transaction, we will automatically add the 5% transaction fee to your original billable amount due.
REFUND POLICY
There are NO REFUNDS for any services at A+ Skills. With this said, packages and hours never expire and can be used by anyone in your immediate family.
INCLEMENT WEATHER POLICY
In the event of inclement weather (such as hurricanes, severe weather, or winter weather), please note our communication policies:
- When schools are closed, our office will be closed. You can always call or email us if you are unsure of the status of your scheduled tutoring session.
- We will post updates on the homepage of our website (aplusskillstutoring.com) and email all student and parent emails on file regarding our updates. Please make sure to check your emails regularly, including your spam/junk folders.