Terms & Conditions

Last updated: December 2024

Qualifications & Safeguarding

Tracy Davis holds current Enhanced DBS clearance and is registered with the DBS Update Service. She maintains the highest standards of professional conduct and safeguarding practices as a qualified educator.

You are welcome to view the DBS Clearance Certificate during the initial consultation.

Services Offered

We offer the following live tutoring services:

  • One-to-one tuition – Personalised individual sessions
  • One-to-two tuition – Paired learning sessions
  • Group sessions – Small groups of 3-6 students

Levels covered include KS3, GCSE, iGCSE, A-Level, AS-Level, IB (MYP and DP), Functional Skills, and 13+ Common Entrance preparation.

For current pricing information, please contact us directly.

Discounted Packages

  • 4 sessions: 5% discount
  • 8 sessions or more: 10% discount
  • Sibling enrolment: 10% discount

Booking Process

  1. Initial free consultation with parent/guardian to discuss:
    • Student's current academic level
    • Learning objectives
    • Preferred schedule
  2. Formal offer of services following consultation
  3. Session confirmation upon payment receipt

Payment Terms (Tutoring)

All payments must be made in advance of sessions.

Bank Transfer Details:

  • Account Name: VitaVerse LLC
  • Account Number: 39682141
  • Sort Code: 23-14-70
  • Bank: Wise Payments Ltd, 56 Shoreditch High Street, London, E1 6JJ

Euro and USD accounts available upon request. We also accept debit or credit card payments via Stripe – please contact us for details.

Cancellation & Rescheduling (Tutoring Sessions)

Standard Notice Period

All cancellations require 24 hours advance notice. Sessions cancelled with less than 24 hours' notice will be charged at the full rate to maintain service stability and respect the tutor's scheduled time.

Technical Difficulties

If technical issues occur on the tutor's end, the session will either be:

  • Prorated based on the actual time delivered, or
  • Rescheduled at no additional cost

Rescheduling Options

  • Sessions may be rescheduled subject to tutor availability
  • All rescheduling requests must be made at least 24 hours in advance
  • Rescheduled sessions must be completed within the same payment period

Extended Absences

For planned absences of three weeks or more:

  • Provide one month's advance notice
  • Pay 50% of the regular session fees to retain your booking slot
  • Your regular time slot will be guaranteed upon return

Payment & Refunds (Tutoring)

  • All sessions are paid for in advance
  • No refunds will be issued for missed sessions
  • Credits may be applied to future sessions at the tutor's discretion

Technical Requirements (Live Tutoring)

For online tutoring sessions, students require:

  • Stable internet connection
  • Working webcam and microphone
  • Quiet study environment
  • Required materials readily available (paper, pen, calculator)
  • Zoom or other video conferencing software as directed

What You Are Purchasing

When you purchase an online course, you are purchasing:

  • A licence to access the course content on our Learning Portal for the specified access period
  • Access to all lessons, practice exercises, quizzes, and assessments included in the course
  • Any additional support services specified in your purchase (e.g., Email Q&A Support, 1:1 tutoring sessions)

You are not purchasing ownership of the course content, downloadable files for offline use (unless explicitly stated), or the right to share, redistribute, or resell the content.

Course Access & Delivery

Account Setup: Following your purchase, we will create your account on the Learning Portal and send login details to your registered email address within 24 hours (typically much sooner).

Access Period: Course access is granted for the period specified at the time of purchase:

  • Exam preparation courses (e.g., CE 13+, GCSE): Access until your exam date, up to a maximum of 18 months from purchase
  • Other courses: As specified on the course description page

Access Expiry: At the end of your access period, your course access will be deactivated. Extensions may be available for purchase – please contact us to discuss your needs.

Single User Licence: Your course access is for a single named student only. Login credentials must not be shared with others.

Refund Policy (Digital Products)

Online courses are digital products. Under the UK Consumer Contracts Regulations 2013, you have certain rights regarding digital content purchases:

Your Cancellation Rights

You have the right to cancel your purchase within 14 days of purchase for a full refund, provided that:

  • You have not accessed the course content, AND
  • You have not requested immediate access to the course

Waiver of Cancellation Rights

By completing your purchase and requesting immediate access to course content, you:

  • Acknowledge that the course is digital content
  • Consent to immediate access to the course
  • Acknowledge that you lose your right to cancel once you access the course content

This acknowledgement is confirmed during the checkout process.

Exceptions – When We Will Offer a Refund

Notwithstanding the above, we will offer a full or partial refund if:

  • Technical failure: The course content is inaccessible due to a fault on our platform that we are unable to resolve within 7 working days
  • Significant content issues: The course content is substantially different from the description at the time of purchase
  • Duplicate purchase: You have accidentally purchased the same course twice

To request a refund, please contact us within 14 days of your purchase, providing your order details and the reason for your request. Each request will be reviewed on a case-by-case basis.

No Refunds Will Be Issued For

  • Change of mind after accessing course content
  • Failure to complete the course within the access period
  • Inability to access the course due to your own technical setup (e.g., unsupported browser, internet connectivity)
  • Dissatisfaction with exam results (no specific outcomes are guaranteed)

Course Bundles & Packages

Some products include bundled items (e.g., Course + Email Q&A Support + 1:1 Sessions). The following terms apply:

  • Course access: Begins upon account setup as described above
  • Email Q&A Support: Begins on the date your Learning Portal account is activated and runs for the period specified (e.g., 3 months)
  • 1:1 Tutoring Sessions: Must be scheduled and used within 6 months of purchase. Unused sessions will expire after this period.

Bundle discounts are applied at the point of sale. Individual components cannot be refunded separately once the bundle has been purchased and accessed.

Payment Options (Courses)

Online courses can be purchased via:

  • Credit or debit card via Stripe
  • Bank transfer – contact us for details

Technical Requirements (Online Courses)

To access online courses, you will need:

  • A computer, laptop, or tablet with a modern web browser (Chrome, Firefox, Safari, or Edge – latest versions recommended)
  • Stable internet connection
  • JavaScript enabled in your browser
  • Speakers or headphones for video content

Mobile phone access is possible but a larger screen is recommended for the best learning experience, particularly for mathematical notation and interactive elements.

We recommend testing your setup by visiting the Learning Portal before purchase. If you experience technical difficulties after purchase, please contact us for support.

Email Q&A Support

Email Q&A Support is available to students enrolled on our online courses. This service provides ongoing support for course-related questions.

What's Included

  • Up to 2 questions per week (Monday to Sunday)
  • Questions should relate to course content or exam preparation
  • Attach a photo or screenshot of your work for context
  • Personal responses from the course tutor within 1-2 working days

Important Limitations

  • Unused questions do not roll forward – if you do not use your 2 questions in a given week, they do not carry over to the following week
  • Questions must be specific and focused (e.g., "I don't understand step 3 in this solution" rather than "explain algebra")
  • This service does not include live tutoring, phone calls, or instant messaging
  • Extended homework help, full paper marking, or writing complete solutions to assignments is not included

Response Times

We aim to respond to all questions within 1-2 working days. Working days are Monday to Friday, excluding UK bank holidays. Questions submitted on weekends will be answered on the next working day.

What's Not Covered

Email Q&A Support is for academic questions related to your course. The following are not covered:

  • Technical support for the Learning Portal (please contact us separately)
  • Questions about topics not covered in your enrolled course
  • Requests for complete worked solutions to homework or assignments
  • Exam paper marking or detailed feedback on practice papers

Subscription Billing & Cancellation

Billing

Email Q&A Support subscriptions are billed monthly in advance. Your subscription will automatically renew each month until cancelled.

Cancellation

  • You may cancel your subscription at any time
  • Cancellation takes effect at the end of your current billing period
  • You will retain access to Email Q&A Support until the end of the period you have paid for
  • No refunds will be issued for partial months

To cancel, please contact us or manage your subscription through your Stripe customer portal (link provided in your confirmation email).

Price Changes

We reserve the right to change subscription prices. Any price changes will be communicated at least 30 days in advance and will apply from your next billing cycle. You may cancel before the new price takes effect if you do not wish to continue at the new rate.

Account Registration

  • You must provide accurate information when creating your account
  • You are responsible for maintaining the confidentiality of your login credentials
  • You must notify us immediately if you suspect unauthorised access to your account
  • We reserve the right to suspend or terminate accounts that violate these terms

Permitted Use

Your access to the Learning Portal and course content is granted for personal educational use only. You may:

  • Access and complete lessons, quizzes, and assessments for your own learning
  • Make personal notes based on course content
  • Re-watch videos and repeat exercises as many times as you wish during your access period

You Must Not

  • Share your login credentials with anyone else
  • Allow others to access the portal using your account
  • Copy, download, reproduce, or distribute course content
  • Screen record, photograph, or capture video lessons
  • Share quiz questions, answers, or assessment content
  • Use the content for any commercial purpose
  • Attempt to circumvent access controls or security measures

Violation of these terms may result in immediate termination of your access without refund.

Content Accuracy & Updates

We make every effort to ensure course content is accurate and up to date with current exam specifications. However:

  • Exam boards may update specifications, and there may be a delay before course content is updated
  • We reserve the right to modify, update, or remove course content at any time
  • Content updates do not entitle you to an extension of your access period

Information We Collect

When you use our services, we collect:

  • Account information: Name, email address, contact details
  • Payment information: Processed securely by Stripe; we do not store full card details
  • Learning data: Progress through courses, quiz scores, time spent on lessons
  • Communication records: Emails and support queries
  • Technical data: IP address, browser type, for security and analytics purposes

How We Use Your Information

We use your information to:

  • Provide access to courses and tutoring services
  • Process payments and send receipts
  • Track learning progress and provide personalised support
  • Respond to support queries
  • Send important updates about your course or account
  • Improve our courses and services

We will not sell your personal information to third parties. We may share data with service providers (e.g., Stripe for payments, our hosting provider) as necessary to deliver our services.

Data Retention

  • Account data: Retained while your account is active and for 2 years after your last login
  • Payment records: Retained for 7 years for accounting and legal purposes
  • Learning progress data: Retained for the duration of your course access plus 1 year
  • Communication records: Retained for 3 years

You may request deletion of your data by contacting us. Some data may be retained where we have a legal obligation to do so.

Your Rights

Under UK data protection law, you have the right to:

  • Access the personal data we hold about you
  • Request correction of inaccurate data
  • Request deletion of your data (subject to legal retention requirements)
  • Object to processing of your data for marketing purposes
  • Request a copy of your data in a portable format

To exercise any of these rights, please contact us.

For full details on how we handle your data, please see our Privacy Policy.

Child Protection & Online Safety

  • Parents/guardians are welcome to observe online tutoring sessions
  • Live sessions may be recorded with prior consent for safeguarding and quality purposes
  • Parents are responsible for supervising their child's use of the Learning Portal
  • For students under 16, accounts should be registered by a parent or guardian

Intellectual Property

All course content, teaching materials, website content, and branding are the intellectual property of Hashtag M-Cubed and VitaVerse LLC. This includes but is not limited to:

  • Video lessons and explanations
  • Written content, worked examples, and solutions
  • Quiz and assessment questions
  • Interactive tools and diagrams
  • Logos, design, and branding elements

Materials may not be copied, shared, or reproduced without written permission.

Disclaimer & Limitation of Liability

  • No guaranteed results: While we strive to provide high-quality educational content and support, we cannot guarantee specific exam grades or academic outcomes. Success depends on many factors including the student's effort, prior knowledge, and exam performance on the day.
  • Content accuracy: We make reasonable efforts to ensure content is accurate and aligned with current exam specifications, but we do not warrant that all content is error-free.
  • Service availability: We aim to keep the Learning Portal available at all times but do not guarantee uninterrupted access. Scheduled maintenance will be notified in advance where possible.
  • Liability cap: Our total liability for any claim related to our services is limited to the amount you paid for the relevant service.

Termination

We reserve the right to terminate or suspend your access to our services if you:

  • Violate these terms and conditions
  • Share your account credentials with others
  • Engage in inappropriate or disruptive behaviour during tutoring sessions
  • Attempt to copy, distribute, or misuse course content
  • Fail to pay for services when due

In cases of serious violation, termination may be immediate and without refund.

Changes to Terms

We may update these terms and conditions from time to time. Changes will be posted on this page with an updated "Last updated" date. For significant changes affecting your rights, we will notify you by email.

Continued use of our services after changes are posted constitutes acceptance of the revised terms.

Governing Law

Hashtag M-Cubed is operated by VitaVerse LLC, a company registered in Wyoming, USA. However, as our services are primarily directed at customers in the United Kingdom, these terms are governed by the laws of England and Wales.

For consumers resident in the UK, this does not affect your statutory rights under UK consumer protection law.

Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales, without prejudice to your right to bring proceedings in another jurisdiction where permitted by law.

Contact Details

For any queries or concerns regarding these terms, please contact us:

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