Clear rules. Safer learning. Responsible support.

Terms of service

These terms apply to consultations, assessments, tutoring, revision support, educational planning, platform access and related services supplied by Exceed Tutoring Education LTD. The parent, guardian or adult customer who purchases the service is referred to as “you”.

1. Contracting party and authority

You must be at least 18 and have authority to purchase support for the student. You confirm that information you provide is accurate, that you hold parental responsibility or otherwise have lawful authority to share the student's information, and that you will tell us about any restriction affecting participation, communication or data sharing.

2. What Exceed provides

The precise plan, subjects, lesson frequency, price and billing cycle are the details shown at checkout or confirmed in writing. We may use employed staff, self-employed tutors and specialist suppliers. We remain responsible for the consumer service we agree to provide and may replace a tutor where reasonably required for availability, quality, safeguarding, conflict or continuity.

3. Home education, EHCPs and schools

Parents who elect to home educate remain responsible for ensuring that their child receives a suitable full-time education and for responding to the local authority. We may supply tutoring, factual progress evidence and administrative support. We do not guarantee an EHCP outcome, access arrangement, school decision, local-authority funding or regulatory approval, and we do not act as a legal representative or make clinical diagnoses. Information will only be shared with schools, councils, caseworkers or exam centres with appropriate authority or where safeguarding or law requires it.

We will not knowingly accept or continue an arrangement that we reasonably believe requires registration or approval that is not in place. The parties must cooperate with any regulatory review and may need to modify, pause or end the arrangement.

4. Educational outcomes and promotional guarantees

Progress depends on starting point, attendance, effort, independent work, health, school provision and examination performance. Except for an express written promotional guarantee, no grade, admission, assessment, EHCP, access-arrangement or other outcome is guaranteed.

Where a written “2+ grade improvement guarantee” is stated at checkout, the remedy is additional eligible tuition rather than a refund or cash payment. Eligibility requires at least 95% attendance, completion of assigned work to a reasonable standard, consistent participation, use of agreed resources, timely disclosure of relevant circumstances, following reasonable academic recommendations, and enough time before the relevant assessment for the agreed programme to operate. Baseline and final grades must be evidenced by comparable school or examination assessments. The guarantee does not apply to predicted grades, changed subjects or tiers, withdrawal before the agreed review point, non-participation, late enrolment, or circumstances outside our reasonable control. We will apply the guarantee fairly and consider reasonable adjustments for disability.

5. Fees, recurring payments and price changes

Fees are payable in advance. A weekly payment option may be an instalment schedule for a monthly service rather than a weekly contract. By completing checkout, you authorise Stripe and Exceed to take the displayed initial payment and recurring payments at the stated interval until cancellation takes effect. Failed payments may be retried and services may be paused while sums remain overdue. We will not charge an undisclosed fee.

We may change a recurring price for a genuine commercial reason by giving at least 30 days' written notice. A price increase will not take effect before the notified date, and you may cancel before it takes effect without being charged the increased price. Any specific contractual escalation shown before purchase will be recorded in the payment metadata.

6. Fourteen-day distance-contract cancellation right

Where the law gives you a right to cancel a distance service contract, the cancellation period is 14 days beginning the day after the contract is made. You may cancel by an unambiguous email or WhatsApp message; no special form is required.

If you expressly ask us to begin during that period, you must pay a reasonable proportion for services actually supplied before cancellation, including work you requested such as onboarding, assessment, tutor allocation, planning and lessons. You only lose the statutory right to cancel once the service has been fully performed within the cancellation period and you expressly acknowledged that consequence. These rights override any inconsistent wording elsewhere.

7. Ending or pausing an ongoing plan

After any statutory cancellation period, an open-ended monthly plan may be ended by giving one month's written notice by email or the approved WhatsApp channel. Fees properly falling due during that notice period remain payable and service remains available. Notice is effective when received. We will confirm the end date in writing. A pause or variation is only effective when we confirm it.

8. Sessions, attendance and rescheduling

A session may be rescheduled without charge if at least 24 hours' notice is given, subject to tutor availability. With less notice, or for a no-show, the session may be treated as delivered because tutor time was reserved, except where the law requires otherwise or we agree a reasonable adjustment. If Exceed or the tutor cancels, we will offer a replacement session or credit. Student lateness does not normally extend the end time. Where an Exceed system failure prevents meaningful delivery, the session will be rearranged or credited; failures of the customer's device, connection or environment are the customer's responsibility.

9. Parent and student responsibilities

• Provide accurate academic, safeguarding and contact information and update it promptly.
• Ensure a suitable device, connection, workspace and an age-appropriate adult who can be contacted during online sessions.
• Do not leave Exceed responsible for supervision, emergency response or childcare.
• Attend punctually, behave respectfully, complete agreed work and use only approved communication channels.
• Do not record, publish or redistribute a tutor's image, voice, materials or another person's information without permission.
• Tell us promptly about safety concerns, learning needs, access requirements, court orders or communication restrictions relevant to the service.

10. SEND, health and reasonable adjustments

SEND, disability, diagnosis and mental-health information can be special-category health data. It is optional at enquiry stage and is not accepted under this general contract as a substitute for explicit consent. Where we rely on consent, we request a separate, specific opt-in explaining the data and purposes. Consent can be withdrawn, although this may limit our ability to tailor support. We do not diagnose conditions and cannot promise that a tutor is clinically qualified. We will consider reasonable, proportionate adjustments and explain any support we cannot safely or competently provide.

11. Recording, transcription and AI-assisted analysis

A lesson, consultation or call may only be recorded or transcribed where the participants receive clear notice and the necessary consent or other lawful authority is documented. Separate consent is required where appropriate and can be withdrawn for future sessions. Recordings, transcripts and AI-generated summaries may be used for quality, safeguarding, tutor verification, progress reporting and consultation follow-up as described in the privacy notice. AI outputs support human staff; they are not clinical diagnoses, legal advice or solely automated decisions producing legal or similarly significant effects. Participants must not make their own recording without permission.

12. Safeguarding and professional boundaries

Our safeguarding policy forms part of these terms. We may monitor approved channels, preserve evidence, suspend contact, disclose information and contact safeguarding authorities or emergency services where reasonably necessary to protect a child or comply with law. Tutors and students must not use personal social-media accounts, private disappearing-message services or unapproved channels. Confidentiality cannot be promised where someone may be at risk.

13. Platform access and third-party services

Accounts are personal, must not be shared and may be suspended for security or misuse. Planned or emergency maintenance may affect availability. Video, payment, hosting, messaging and AI suppliers may provide parts of the service under their own technical terms. We will use reasonable care in selecting suppliers but cannot promise uninterrupted internet or third-party availability.

14. Intellectual property

Exceed and its licensors retain intellectual-property rights in lesson materials, plans, software, recordings and platform content. We grant the student a limited, revocable, non-transferable licence to use supplied materials for their own private education during the service. Materials must not be sold, uploaded, trained into another AI system, shared publicly or used to provide a competing service.

15. Suspension and termination

We may suspend or end service on reasonable notice, or immediately where necessary for safeguarding, abuse, threats, discrimination, serious misuse, fraud, non-payment, illegality, regulatory risk or material breach. We will act proportionately. If we end for reasons not caused by you, prepaid fees for undelivered services will be refunded or credited. If we end because of your material breach, we may retain only sums that fairly reflect services delivered and losses lawfully recoverable.

16. Liability

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights, or anything else that cannot lawfully be excluded. Subject to that, we are responsible for foreseeable loss caused by our failure to use reasonable care and skill, but not loss caused by inaccurate information, failure to follow reasonable advice, independent decisions of schools, exam boards or authorities, or events outside our reasonable control. We do not exclude liability where doing so would be unfair. To the fullest lawful extent, our aggregate liability for other direct loss is limited to the fees paid for the affected service during the 12 months before the event giving rise to the claim.

17. Changes, transfer and severance

We may update these terms for legal, regulatory, safeguarding, security or service reasons. Material changes affecting an existing paid plan will be notified in advance and, where required, you may end the plan before they take effect. We may transfer the contract as part of a genuine business reorganisation if this does not reduce your rights. If a term is unenforceable, the remaining terms continue.

18. Complaints, law and courts

Please use the complaints process below first. These terms are governed by the law of England and Wales, but a consumer retains any mandatory protection of the part of the UK in which they live and may bring proceedings in any court the law permits. Nothing requires a consumer to use arbitration or prevents a report to a regulator, payment provider or safeguarding authority.

Privacy notice

Exceed Tutoring Education LTD is the controller of personal information described here. This notice covers parents, children, students, prospective customers, tutors, applicants and website users.

1. Information we may collect

• Names, contact details, identity and relationship to the student.
• Age, year group, school, subjects, attainment, targets, interests, attendance and learning activity.
• SEND, disability, diagnosis, EHCP, mental-health, anxiety, access-arrangement and other health-related information you choose to provide.
• Assessments, homework, progress reports, tutor observations, communications and complaints.
• Call and lesson participation, recordings, transcripts, whiteboard/chat content and AI-assisted summaries where enabled and lawfully authorised.
• Payment, contract, invoice and fraud-prevention records; card details are handled by Stripe and are not stored by Exceed.
• Device, security, log, cookie, attribution and campaign information.
• Tutor/application information including identity, references, qualifications, DBS-status evidence, invoices and bank details.

2. Purposes and lawful bases

3. SEND and health information

Health and SEND information may be special-category data, including where a diagnosis is inferred. Where explicit consent is our condition, it must be freely given, specific, informed, recorded and separate from general terms. You can withdraw it at any time by emailing info@exceedtuition.com. Withdrawal does not make earlier lawful processing unlawful. If consent is not provided or is withdrawn, do not enter SEND or health information in general free-text fields; we will explain what tailoring remains possible.

4. Sources

Information comes from parents, students, tutors, forms, platform activity, calls, schools or professionals authorised to share it, payment and communications providers, and public or regulatory sources where appropriate.

5. Who receives information

We share only what is necessary with authorised staff and the tutor assigned to the student. Processors may include website and cloud hosting, CRM, email, SMS, video/recording, transcription, AI, storage, analytics, security and payment providers. Current services may include Cloudflare, Netlify, Daily.co, Deepgram, OpenAI, Stripe, ClickSend, Resend or Brevo and Meta where campaign measurement is enabled. Schools, councils, exam centres, SEND professionals, insurers, advisers, police or safeguarding authorities receive information only with authority or where law, safety or legal claims require it. We do not sell children's information.

6. International transfers

Some suppliers may process information outside the UK. We use an applicable UK adequacy regulation, the UK International Data Transfer Agreement/Addendum or another lawful safeguard, and assess supplementary security where required. Supplier details can change; an up-to-date list is available on request.

7. Retention

A legal hold, complaint, safeguarding concern or regulator request may suspend normal deletion. We review this schedule and do not keep information merely because storage is available.

8. Security and access

We use role-based access, authentication, encryption in transit, provider security controls, backups, logging and breach procedures appropriate to risk. Tutors should access only assigned students, must use approved systems, must not download records to unmanaged personal storage, and must not contact students through personal social media. No internet service can be guaranteed absolutely secure; suspected incidents should be reported immediately.

9. Children's Code and profiling

Where our online service is likely to be accessed by children, we design for the child's best interests, high privacy by default, data minimisation, limited sharing, no behavioural advertising, geolocation off, and proportionate nudges. Educational profiles and AI-assisted recommendations are used to support learning and human decisions. We do not use special-category data for solely automated decisions with legal or similarly significant effects.

10. Rights

Individuals may have rights to information, access, correction, erasure, restriction, portability, objection and withdrawal of consent, and rights concerning automated decisions. Children's rights belong to the child; we consider age, understanding, parental responsibility and the child's best interests when responding. Requests should be sent to info@exceedtuition.com. We may need proportionate identity evidence.

11. Complaints and changes

Contact us first so we can investigate. You may also complain to the Information Commissioner's Office at ico.org.uk. We will publish material changes and provide additional notice where required.

Safeguarding statement

Exceed follows a child-centred approach informed by current Department for Education guidance for out-of-school settings, including private tuition. The child's welfare comes before commercial interests or confidentiality.

Governance

Exceed will appoint a Designated Safeguarding Lead and deputy, maintain a full child-protection policy, record concerns securely and review policy at least annually and after a serious incident. Until dedicated contact details are published, urgent concerns should be emailed to info@exceedtuition.com with “Urgent safeguarding concern” in the subject. Immediate danger must be reported to 999.

Safer recruitment

Before allocation, tutors must complete identity and qualification checks, references, right-to-work checks where relevant, a structured suitability review, safeguarding induction and a role-appropriate DBS process. Where the role is eligible, Exceed will seek the appropriate Enhanced DBS and barred-list information through a lawful route. DBS status is one part of safeguarding and does not replace supervision, training or reporting.

Online one-to-one sessions

• Use only approved links, accounts, chat and file-sharing systems.
• A parent or responsible adult must know when and where the session occurs and be contactable.
• Participants should use a suitable, neutral environment and appropriate clothing and language.
• Tutors must not add students on personal social media, use disappearing messages, exchange unnecessary personal contact details, give gifts or arrange unapproved meetings.
• Private communications should remain visible to the parent or auditable by Exceed where proportionate.
• Recording requires clear notice and the necessary documented consent or lawful authority. Recordings must not be downloaded or shared outside approved systems.
• A tutor must end or pause a session if conditions are unsafe or professional boundaries cannot be maintained.

Concerns, disclosures and allegations

Tutors must listen, avoid promising secrecy, avoid leading questions, record the child's words accurately and report immediately to the DSL. Exceed may refer to children's social care, police, the Local Authority Designated Officer or another safeguarding partner. Parents may not be informed first where doing so could increase risk or prejudice an investigation.

SEND and vulnerable learners

We recognise additional communication and safeguarding barriers. Reasonable adjustments should support communication without lowering professional boundaries. Tutors provide educational support within their competence and must refer rather than diagnose or act as a clinician.

Insurance and review

Exceed should maintain appropriate professional-indemnity, public-liability, cyber/data and employer's liability insurance where legally required. Policy statements about checks, training or insurance must be supported by current records.

Platform and communications rules

• Use the platform only for lawful education and service communication.
• Do not share passwords, impersonate someone, probe security, upload malware or bypass safeguards.
• Do not post abusive, sexual, discriminatory, violent, exploitative or unlawful content, or another person's private information.
• Do not contact a child outside approved channels or encourage secrecy from a parent or Exceed.
• Report unsafe content, suspicious contact or an exposed account immediately.
• Exceed may preserve, restrict or disclose content where reasonably necessary for safety, security, legal claims or law.
• Accounts and content may be removed proportionately where these rules are broken.

These rules do not prevent a child from reporting a concern, seeking help or exercising a legal right.

Complaints

1. Raise the issue: email info@exceedtuition.com with the student's name, what happened and the outcome requested. Do not email highly sensitive records unless asked to use a secure method.
2. Acknowledgement: we aim to acknowledge within two working days and identify the person handling it.
3. Investigation: we review relevant records, speak to appropriate people and aim to provide a substantive response within 15 working days. Complex safeguarding, payment-provider or third-party investigations may take longer; we will update you.
4. Review: if dissatisfied, request an internal review by someone not directly responsible for the original decision where practicable.

Safeguarding concerns may be referred immediately. Privacy complaints may be taken to the ICO. Payment and consumer rights may also be raised with the relevant provider, Citizens Advice or a court. Using this process does not remove any statutory right.