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.

KeirEd also runs term-based group programs in Maths and English for Years 7 to 12 (the Programs) and a four-week entry to those programs (the Reset). Clauses 13 and 14 apply to those services in addition to these terms. Where a clause refers to sessions, tutors, weekly billing or in-home tutoring, it applies to one-on-one services unless clause 13 or 14 says otherwise.

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.

Program and Reset fees are paid in advance under clauses 13 and 14. The weekly billing cycle in this clause applies to one-on-one services only.

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.

The 8-hour notice rule applies to one-on-one sessions. Group classes, support calls and other Program activities run to a fixed timetable and are not rescheduled for an individual student. See clause 13.6.

8. First-session money-back guarantee

For new one-on-one clients, KeirEd offers a money-back guarantee on the first paid one-on-one 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.

This clause applies to one-on-one services. The Reset guarantee is set out in clause 14.

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.

Group classes and support calls in the Programs are also recorded. See clause 13.8.

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.

13. Term programs

13.1 What a Program is. A Program is a course in Maths or English for a stated year level, delivered live online to a small group over a term or another block we publish (for example a holiday program). A Program block includes: a diagnostic assessment completed at home with a video response from the teacher; one live class each week of about 90 minutes; a workbook and weekly homework; support calls run three or more times a week; access to a private online community; and a parent-teacher review near the end of the block. Inclusions may be adjusted between blocks; the inclusions that apply are those published or quoted when you enrol.

13.2 Curriculum position. Programs are taught approximately one school term ahead of the typical sequence for the student’s year level. School curricula and pacing differ between states and schools, so “a term ahead” describes how we sequence content, not a promise that every topic will be covered before the student’s school covers it.

13.3 Class size and placement. Classes are capped at ten students. KeirEd allocates students to a class and timetable based on year level, subject, diagnostic results and availability. KeirEd may change a class time, merge or split classes, change the teacher, or move a student to a more suitable class where reasonably needed for availability, quality, suitability or operational reasons. We will give as much notice as we reasonably can.

13.4 Start dates and joining part-way through. Programs have several start dates through the year, published or quoted by KeirEd. A student who enrols after a block has started joins the running class from the next scheduled class and pays the amount quoted and agreed for the classes remaining in that block.

13.5 Fees and payment. Program fees are quoted before you enrol and are payable in full, in advance, for each block. Enrolment is confirmed when payment is received. The fee and payment due date for the following block will be given to you at least 14 days before that block starts. If payment is not received by the due date, the student’s place may be released.

13.6 Attendance and missed classes. Group classes and support calls run to a fixed timetable and are not rescheduled for an individual student. If a student misses a class, they may, where availability allows, attend another scheduled class covering the same content, and may use the support calls to catch up. Missed classes are not refunded or credited, except where clause 13.10 or the Australian Consumer Law applies.

13.7 Support calls and the community. Support calls are group calls open to enrolled students and their parents, where each student can have their own questions answered. There is no cap on how many support calls a student attends. The community is moderated by KeirEd; we aim to respond to questions the same day or the next business day, but response times are not guaranteed. KeirEd may remove any member whose conduct breaches clause 4, and may set reasonable fair-use limits if one student’s use prevents others from getting help.

13.8 Recording. Live classes and support calls are recorded so that students can revise, and for quality, safety, complaint handling and training purposes. By enrolling, you consent to those recordings on behalf of the student. Recordings may include other students’ voices, names and on-screen work; you must not download, share, publish or distribute them. If you do not consent to recording, do not enrol in a Program.

13.9 Withdrawal. You may withdraw a student at any time by telling us in writing. Fees paid for the current block are not refunded for the classes remaining, except where clause 13.10 or the Australian Consumer Law applies. Withdrawing does not affect fees already due for the current block.

13.10 If KeirEd cannot deliver. If KeirEd cancels a class and cannot offer a replacement class or recording, or cannot substantially deliver a Program block, we will offer a make-up class, a credit, a proportional refund, or another remedy appropriate to the circumstances and the Australian Consumer Law.

13.11 No academic outcome guarantee. Clause 2 applies to Programs. We do not guarantee grades, marks, rankings, subject placements or any specific academic result.

13.12 Continuing from block to block. Enrolment is per block. Nothing obliges you to enrol for a further block, and nothing obliges KeirEd to hold a place for a student who has not paid for the next block by the due date.

14. The 4-Week Reset

14.1 What the Reset is. The Reset is a four-week entry to a Program, priced at $97 including GST. It is not a separate class. A Reset student joins the running Program class for their year level and subject for four consecutive weeks and receives the same diagnostic, video response, classes, workbook, homework, support calls and community access as an enrolled Program student for those four weeks, plus a review with the teacher at the end of the four weeks.

14.2 One Reset per family. The Reset is available once per family. It is intended for families new to the Programs.

14.3 Payment. The $97 is payable in full when you book. Clause 6 applies.

14.4 Start date. The Reset starts from the next scheduled class after booking, once the diagnostic has been completed. If no class for the student’s year level and subject is running, we will tell you the next start date before taking payment, or refund the $97 if you do not wish to wait.

14.5 After the four weeks. At the end of the Reset the student’s place continues in the same class for the rest of the block, and you pay for all the classes remaining in that block at the amount quoted and agreed with you, unless you tell us in writing before the fourth class that the student will not continue. Clause 13 then applies to the student as an enrolled Program student.

14.6 The $97 credit. If the student completes the diagnostic and attends all four classes, a parent takes part in a short recorded feedback conversation with KeirEd about the Reset, and the student continues into the next full Program block (the next ten weeks), the $97 is credited against the fee for that block. The credit is applied once, is not cash, is not transferable, and does not apply if the student does not continue. The recorded conversation may be used by KeirEd as a testimonial under the consent you give at the time; you may decline the recording, in which case the credit does not apply.

14.7 Money-back guarantee. If the student completes the diagnostic and attends all four live classes, and you tell us in writing after the fourth class that you were not happy with the level of service and that the student got no benefit from the Reset, we will refund the $97. Please tell us before the student continues past the Reset. We may ask what went wrong so we can improve, but the refund does not depend on that conversation. The guarantee does not apply where the diagnostic was not completed, a class was missed, or services were not properly received because of a breach of these terms. This guarantee is in addition to, and does not limit, rights under the Australian Consumer Law.

14.8 Reset and the first-session guarantee. Clause 8 applies to one-on-one services and does not apply to the Reset or the Programs.