Terms for tutoring that stays clear and safe

1. Agreement and acceptance

These terms are an agreement between KeirEd and the parent, guardian or adult student who books or pays for tutoring. A parent or guardian accepts these terms on their own behalf and, to the extent appropriate, on behalf of the student receiving tutoring.

You accept these terms when you use the website, make an enquiry, book a session, pay for tutoring, attend a session, receive tutoring, or click an acceptance box where one is provided. If you do not agree, you should not book or continue using KeirEd services.

We may update these terms by publishing a new version on this page. Changes apply prospectively from the date published, unless a change is required sooner for safety, legal compliance, privacy, security or urgent risk management. If you do not agree to a material change, you may stop ongoing tutoring in accordance with these terms.

2. Tutoring services

KeirEd provides personalised tutoring and learning support for students. Services may be delivered online, in-home, at another approved location, or through another method we approve in writing.

Tutoring is educational support. We do not guarantee grades, marks, rankings, test scores, scholarships, admissions, behavioural outcomes, confidence outcomes or any specific academic result. Progress depends on many factors, including student effort, attendance, preparation, school requirements and the time available.

We will use reasonable care and skill to match tutors, plan sessions, support communication and deliver the services. We may change a tutor, session format, approved platform, schedule or service arrangement where reasonably needed for availability, quality, safety, suitability, logistics or operational reasons.

3. Student and family responsibilities

You agree to provide accurate and current information that helps us deliver tutoring safely and effectively, including contact details, student year level, subjects, goals, availability, learning needs, safety information and payment details.

Students are expected to attend sessions on time, participate respectfully, bring relevant materials, complete agreed work where practical and use tutoring honestly. KeirEd will not help a student cheat, plagiarise, complete an assessment dishonestly, impersonate another person, or breach school, exam or academic integrity rules.

Parents and guardians are responsible for supporting attendance, keeping payment details current, providing a safe tutoring environment, using approved communication channels and telling KeirEd promptly if a student’s needs, availability, safety circumstances or support requirements change.

4. Safety, conduct and respectful behaviour

KeirEd’s Child Safety Policy explains our expectations for safe tutoring, professional boundaries, online safeguards, in-home safeguards and concern reporting. Student safety comes before convenience, scheduling speed or commercial outcomes.

You must not abuse, threaten, harass, discriminate against, sexually harass, intimidate, pressure or behave unsafely towards a tutor, student, family member or KeirEd worker. We may pause, move online, change tutor, refuse, suspend or end services where behaviour or the environment creates a safety, wellbeing, child-safety, privacy or WHS risk.

If a child or young person is in immediate danger, call 000 first. For KeirEd safety concerns, use our Complaints / Raise a Concern page or call 0421 479 920.

5. Online and in-home tutoring

Online tutoring

Online sessions are delivered through KeirEd-approved platforms, usually Lessonspace or another system we approve. You are responsible for having a suitable device, stable internet, working audio and any materials needed for the session.

If a student-side technical issue prevents a session from proceeding and less than 8 hours’ notice was given, the session may be treated as a late cancellation or no-show. If KeirEd’s systems, a tutor issue or a platform outage substantially prevents delivery, we will act reasonably by offering a reschedule, credit, refund or other remedy appropriate to the circumstances and the Australian Consumer Law.

In-home tutoring

For in-home sessions, the location must be safe, suitable, visible and appropriate for tutoring. A parent, guardian or responsible adult must be present or readily available as required by KeirEd’s safety procedures. Sessions should not occur in bedrooms, bathrooms, vehicles or secluded spaces unless KeirEd has approved suitable safeguards.

Families must secure pets, provide safe access, avoid aggressive or unsafe conduct, and not ask tutors to transport students, provide childcare, administer medication, perform household tasks, move to an unapproved location or be alone with a student in a way that conflicts with KeirEd safety rules.

6. Bookings, fees and payment

Fees are as shown on our website, quoted to you, or agreed in writing. Any in-home loading, travel-related fee, package, discount or special arrangement should be disclosed before it applies.

Ongoing tutoring is usually billed in advance. Unless we agree otherwise, payment is collected on Sunday for sessions scheduled in the following Monday to Sunday period. Same-week bookings may be charged immediately. Payment is a condition of service delivery.

Payments may be processed through Stripe, Teachworks, bank transfer or another method we make available. You authorise us and our providers to process payments using the payment details you provide. You are responsible for keeping payment details current.

If payment fails or an account becomes overdue, we may retry the payment, ask you to update payment details, pause future sessions, apply payments to outstanding balances first, recover reasonable chargeback or payment-provider costs, and take reasonable debt recovery steps to the extent permitted by law.

7. Cancellations, rescheduling and pauses

Once a session is scheduled, it is treated as confirmed. If you need to cancel or reschedule, you must give KeirEd at least 8 hours’ notice before the scheduled start time.

If at least 8 hours’ notice is given, the session may be rescheduled or credited for future tutoring. Credits are not cash, are not transferable and may expire if not used within the period we reasonably specify, unless the Australian Consumer Law requires a different outcome or we agree otherwise.

If less than 8 hours’ notice is given, or the student does not attend, joins late without notice, cannot access the online session because of student-side issues, or no responsible person is available for an in-home session, the full session fee may be charged and no credit issued.

You can pause or stop ongoing tutoring at any time, with no lock-in contract. We still need at least 8 hours’ notice for any already scheduled session, and any outstanding fees remain payable. We are not required to hold a recurring time slot during extended or repeated pauses.

If KeirEd or the tutor cancels, is materially late, or cannot substantially deliver a session, we will offer a rescheduled session, replacement tutor, credit, refund or proportional remedy as appropriate. We may waive a cancellation charge or issue a goodwill credit in exceptional circumstances, but a waiver on one occasion does not create an ongoing entitlement.

Tutoring generally continues through school holidays and most public holidays unless agreed otherwise. KeirEd does not provide tutoring during the annual shutdown period from Christmas Eve until the first business day in January that is not a public holiday.

8. First-session money-back guarantee

For new clients, KeirEd offers a money-back guarantee on the first paid tutoring session for a student. To use the guarantee, you must request it in writing within 24 hours after that first session is completed.

The guarantee applies once per student. It does not apply to later sessions, packages, credits, missed sessions, late cancellations, no-shows, sessions ended because of unsafe or inappropriate conduct, or services not properly received because of a breach of these terms.

If the guarantee applies, we will refund the first session fee paid for that student. This guarantee is in addition to, and does not limit, rights that cannot be excluded under the Australian Consumer Law.

9. Tutors, matching and direct arrangements

Tutors provide services through KeirEd. There is no separate tutoring contract between you and an individual tutor for KeirEd services. Tutors are not authorised to vary KeirEd fees, waive cancellation rules, promise refunds, guarantee results, accept direct payment, approve discounts, change these terms or speak on behalf of KeirEd about billing or policy exceptions.

You must not pay, engage, solicit, approach, move off-platform, or arrange private tutoring or learning support with a tutor introduced to you through KeirEd, except through KeirEd or with KeirEd’s written approval. This applies during your KeirEd services and for 12 months after your last KeirEd session with that tutor or student.

This direct-arrangement restriction does not apply where you can show you already had a genuine tutoring relationship with the tutor before KeirEd introduced or allocated that tutor, provided you do not misuse KeirEd confidential information or systems. KeirEd may seek remedies available by law if this clause is breached.

10. Privacy, records, recordings and materials

KeirEd handles personal information in accordance with our Privacy Policy. We collect and use personal information to respond to enquiries, match tutors, schedule and deliver sessions, process payments, support student learning, manage safety, handle complaints and meet legal obligations.

Session notes, progress information, attendance records, learning materials, student work, recordings, screenshots and platform records may contain personal information. You must not record, screenshot, publish, upload, share, forward, sell or distribute sessions, tutor materials, student information, KeirEd materials or platform content without KeirEd’s written approval.

Online tutoring sessions are automatically recorded by KeirEd’s approved online lesson platform. By booking, paying for, joining, or allowing a student to participate in an online tutoring session, you consent to that automatic recording for session replay, student revision, quality assurance, complaint handling, child safety, training, legal compliance and service improvement.

If you do not consent to online session recording, do not book or join online tutoring. Contact KeirEd before the session to discuss whether an in-home or another non-online option is available. We cannot guarantee that an online session can proceed without recording.

KeirEd materials, worksheets, session structures, reports, templates, videos, recordings, website content, policies, business processes and learning resources remain owned by KeirEd or its licensors. You may use them for the student’s personal learning through KeirEd, but not for resale, publication, copying, AI training, distribution or use outside KeirEd services.

11. Australian Consumer Law, liability and disclaimers

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right, remedy or protection that cannot be excluded under the Australian Consumer Law or another applicable law. This includes guarantees that services will be provided with due care and skill, be reasonably fit for a disclosed purpose where applicable, and be supplied within a reasonable time where no time is fixed.

To the extent permitted by law, KeirEd is not liable for indirect, consequential or special loss, loss of opportunity, loss of profit, loss of reputation, or losses caused by matters outside our reasonable control. To the extent permitted by law, our liability may be limited to resupplying the services or paying the cost of resupply.

We are not responsible for school decisions, exam outcomes, grades, ATAR outcomes, scholarships, university admissions, student effort, school curriculum changes, third-party platform outages, parent or student technology failures, or other matters outside KeirEd’s reasonable control.

12. Complaints, disputes and governing law

If you have a service concern, privacy complaint or child-safety concern, please use our Complaints / Raise a Concern page. A concern does not need to be perfectly evidenced before you raise it.

Where a dispute is not urgent, the parties should first try to resolve it in good faith. Either party may give written notice describing the issue and the outcome sought. We may arrange a call, review records, preserve evidence, offer a practical remedy, or propose mediation where appropriate.

Urgent safety, child-safety, privacy, confidentiality, intellectual property, debt recovery, injunction or legal compliance matters may be escalated without waiting for informal resolution.

These terms are governed by the laws of Queensland and the Commonwealth of Australia. The parties submit to the non-exclusive jurisdiction of the courts of Queensland and courts entitled to hear appeals from those courts.