Company Policies

Dyslexia Connect Online Tutoring Policies

Thank you for choosing us!: First of all, thank you for choosing Dyslexia Connect Online
Tutoring! We are very passionate about dyslexia education and are excited about helping our
students achieve their literacy goals. We are glad to have you be part of our program!

Attendance: Attendance is very important for progress. Please make every effort to have your
student attend their online sessions regularly. Without regular attendance, it is very difficult for
us to help your student make progress. We do understand that things come up from time to
time, so please see our policy below regarding cancellations and rescheduling.

Payment: We accept payment by any major credit card. Your credit card will be charged the
monthly amount for your tutoring plan within the first 3 days of the month. If you have any
credits from cancellations, that money will be subtracted from the charged amount. Please see
below for more details on credits.

Why does Dyslexia Connect charge by the month, rather than by session?:
Many years ago, Dyslexia Connect charged by the session. Some clients expressed that this
made billing confusing, because their invoice for each month could vary, due to the calendar
layout of different months. For example, a student with sessions on Tuesdays and Thursdays
may have eight sessions total in March, but ten sessions total in April, due to the number of
Tuesdays and Thursdays in each of those months. To simplify, we changed our rates to
monthly, rather than by session. This way, our clients can know exactly what their charge will
be each month. Our clients greatly prefer this method, so we continue to use it.

Referral Bonus: If a current client refers a new client for tutoring, the current client will receive
$50 off of their next month’s bill. A referral bonus is only issued if the referred person begins
tutoring.

Cancellations: As mentioned previously, attendance is very important for success. We highly
encourage makeup sessions, however, we do understand that circumstances make it
necessary to cancel tutoring from time to time. If you do not wish to pay for a session that you
cancel, we must be notified about the absence at least 24 hours in advance. If we are
properly notified, the credit for that session will be applied to the next month’s invoice. Please
cancel only when necessary. If you do have to cancel, please notify your tutor. The credits
applied to the next invoice for sessions canceled in advance are $44 for a 55-minute session
or $22 for a 25-minute session.

Why are the credits for cancellations not a higher amount? In addition to paying for the
online tutoring sessions, your monthly fee also pays for having your tutoring times reserved
specifically for you. When a client cancels in advance, we are rarely ever able to place another
session in that spot, leaving it open and unused. So, part of your monthly fee goes towards
keeping that spot reserved for you, even if you cancel occasionally.

Tutoring on Holidays: The decision regarding whether or not to have tutoring on holidays is
made by our clients and their tutors. If you are unsure whether your tutor is cancelling a
session on a holiday, or you wish to cancel the session yourself, please contact your tutor.

Internet Service or Technical Problems: If you experience technical trouble with a session due to problems with your internet service or computer, please inform us immediately. We recommend opening a support ticket with Zoom (https://support.zoom.us/hc/enus/articles/201362003). They can provide assistance in solving the issue, or determining what the problem is. To be fair to our tutors, we are unable to credit sessions that are canceled (less than 24 hours in advance) or interrupted due to a client’s internet service or computer problems. If the problems are due to issues with the tutor’s
internet service or computer equipment, the client will be credited, or the session will be rescheduled.

Missed sessions: If a student misses a session without notifying us in advance, the session
must be paid for. This is the only way that we can be fair to our tutors. Missed sessions will not
be rescheduled. If you are running late to a session, please notify your tutor and they will wait
for you to arrive. If you do not notify your tutor, the tutor will wait in the meeting for you to
arrive for 15 minutes during a 25-minute session. They will wait in the meeting for 30-minutes
during a 55-minute session. After the allotted time has passed, the tutor will sign off and you
will be charged for the missed session.

Early Logout: If a student unexpectedly logs out of a tutoring session early for any reason,
the tutor will wait 15 minutes for the student to log back in. If the student does not log back in
within that time, the tutor will end the session.

Rescheduling: We understand that other obligations arise from time to time and that you may
need to reschedule a tutoring session. Please try to keep rescheduling to a minimum, as the
process is very time-consuming for us. In order to reschedule a session, please check with
your tutor for availability at least 24-hours in advance. We are unable to reschedule a session
if we receive the request less than 24-hours in advance. If your regularly scheduled times are
not working, please let us know, and we will be happy to find more suitable times for you.

Rescheduling Window: If you wish to reschedule a session, please contact your tutor at least 24-hours before the missed session. The makeup session must then be scheduled within three days following the date of the original session. The makeup session does not need to take place within those three days, but it must be on the calendar and scheduled. We are not able to consider rescheduling requests past this time window.

Vacation: If you will be canceling sessions because of vacation, please notify us as much in
advance as possible.

Extended Break from Tutoring: For the best academic growth, we recommend tutoring
consistently without extended breaks. We understand that trips, vacations, and occasional
breaks are necessary. Short pauses in tutoring are okay. Students will stay locked in at their
current rate. If tutoring is paused for more than 2 weeks, we cannot guarantee the current
tutor or time will be available upon return. Students will no longer be locked in at their sign-up
rate and plans will be subject to any price increases that have occurred.

Withdrawing from Tutoring: Students are allowed to withdraw from the program at any time
without penalty. If you do wish to stop tutoring, please plan on finishing up the current month;
this will allow you to complete all of the sessions that you have paid for. We are unable to
refund the payment for that month once it has been charged to your credit card. To withdraw,
simply contact us and let us know.

Extra Sessions: If you wish to schedule extra tutoring sessions, in addition to those on your
regular schedule, please contact your tutor. Extra sessions are billed at a rate of $58 for a
55-minute session, and $29 for a 25-minute session if you are on our most current pricing tier.
If you are on a previous pricing tier, extra sessions are billed at a rate of $50 for a 55-minute
session, and $25 for a 25-minute session. Please note, that if you wish to change the number
of sessions that you have each week or month on a regular basis, this requires a plan change,
and we can set that up for you. Extra sessions are offered as a courtesy for our clients who
already have a tutoring plan, and custom plans cannot be created by choosing one plan, and
then adding extra sessions on a regular basis.

Thank You!: Thank you for reading this, and for your efforts to follow these guidelines! If you
have any questions at all, you may contact us at any time. We are excited that you chose
Dyslexia Connect for your tutoring needs. Thanks again!