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This Service Schedule forms part of the Â鶹´«Ã½Ó³»­ Terms & Conditions and is incorporated into every enrolment. It sets out current fees, plan details, Voucher entitlements, and procedures. It may be updated from time to time in accordance with the variation provisions of the Terms & Conditions.

A.  Plan overview

Currently, Â鶹´«Ã½Ó³»­ offers three ongoing tutoring plans. Your plan determines the price you pay per Session, the number of Sessions paid in advance, the minimum notice period to cancel or change your plan, and your Loyalty Voucher entitlement (if any).

* A credit card surcharge may apply. See Section G for current rates. Surcharges are not refundable.

On-demand sessions can be purchased at any time, when scheduling the additional session via the Customer Hub, at your current pricing plan session cost.

B.  Payments

Payments for Sessions are taken in advance based on your selected plan. The advance payment is charged at enrolment (or when switching plans) and maintained through a weekly billing cycle. Each week, you will be charged for additional Session/s to ensure your account always remains the required number of Sessions in advance.

Payments are processed by direct debit or credit card. You must ensure your nominated payment method remains valid and sufficiently funded.

C.  Loyalty Voucher entitlements

Loyalty Vouchers reward continued learning. They are issued automatically when you reach the Session milestone for your plan.

No new Loyalty Vouchers will be issued while an enrolment is in Cancellation Requested or Cancelled status.

D.  Rescheduling Sessions

Your plan allows you to reschedule a tutoring Session up to 4 hours before the scheduled start time. The following conditions apply:

• Rescheduled Sessions must take place before the next recurring scheduled Session, according to your regular weekly (or fortnightly) schedule.
• Where your regular tutor is unavailable, another suitable tutor may be assigned.
• Each Session can only be rescheduled once.

Make-up Sessions booked using any Â鶹´«Ã½Ó³»­ Voucher may be rescheduled once, up to 4 hours before the scheduled start time, on the same conditions. If a make-up Session is cancelled or missed by the customer, it cannot be credited, reissued or refunded.

E.  Holiday pauses

E.1  Summer holidays

All plans provide the option to pause or continue Sessions during the Summer public school holidays (based on the student's region of residence). Customers choosing to pause must notify Â鶹´«Ã½Ó³»­.

E.2  Autumn, Winter & Spring holidays

All plans allow you to skip Sessions scheduled during the Autumn, Winter, and Spring public school holidays (based on the student's region of residence) in exchange for a Holiday Voucher. The Session must be cancelled at least one day before the scheduled start time.

Pausing outside of gazetted Summer public school holiday period is not permitted.

F.  Service recovery procedure

Where a material service failure occurs, Â鶹´«Ã½Ó³»­'s standard remedy is the issuance of a Service Recovery Voucher for an additional Session/s. Your regular billing for the affected Session is not reduced. The table below sets out when you will and will not receive a Service Recovery Voucher. Â鶹´«Ã½Ó³»­ assesses each reported service incident against three severity levels:

Significant — the Session could not proceed, or a substantial portion of it was lost (for example, tutor no-show, tutor leaves partway through, platform outage that prevents the Session from continuing, or Session ends materially early for tutor-side reasons). A Service Recovery Voucher will be issued.

Moderate — a meaningful part of the Session was disrupted but the Session was able to proceed (for example, the tutor was significantly late, an extended mid-Session connectivity loss, or a partial outage that disrupted but did not end the Session). A Service Recovery Voucher will be issued.

Minor — a brief issue that did not materially affect the Session. No Service Recovery Voucher will be issued, though Â鶹´«Ã½Ó³»­ will acknowledge the issue and offer a constructive next step where appropriate.

Â鶹´«Ã½Ó³»­ will use judgement on whether the impact materially reduced the value of the Session. Sustained issues across multiple Sessions are assessed separately.

To request a Service Recovery Voucher or report a service issue, please contact Â鶹´«Ã½Ó³»­ Customer Support. Monetary credits and refunds remain available where required by the New Zealand Consumer Law or where Â鶹´«Ã½Ó³»­, in its discretion, considers them appropriate on a case-by-case basis.

G.  Credit card surcharges

A credit card surcharge may apply to cover Â鶹´«Ã½Ó³»­'s cost of accepting certain card types. Surcharges are calculated as a percentage of the transaction amount and are not greater than Â鶹´«Ã½Ó³»­'s cost of acceptance. Current rates are:

Credit card surcharges are not refundable.

H.  Â鶹´«Ã½Ó³»­+ subscription fees & terms

H.1  Subscription fee

The current Â鶹´«Ã½Ó³»­+ monthly subscription fee is published on the Â鶹´«Ã½Ó³»­ website Service Fees page. Â鶹´«Ã½Ó³»­ may adjust the Â鶹´«Ã½Ó³»­+ pricing by providing 30 days' notice. Bundled pricing and promotional rates for tutoring customers may be offered from time to time.

H.2  Free trial

New Â鶹´«Ã½Ó³»­+ users may receive a free trial period from the date of activation, with relevant details advised on registration. Billing will commence at the end of the trial period.

H.3  Cancellation

Â鶹´«Ã½Ó³»­+ subscriptions may be cancelled at any time through your online Â鶹´«Ã½Ó³»­ Customer Hub. Billing ceases at the end of the current monthly billing period. No partial-month refunds apply unless required by the New Zealand Consumer Law. Cancellation of a Â鶹´«Ã½Ó³»­+ subscription does not affect any active tutoring enrolment.

H.4  Access & eligibility

Â鶹´«Ã½Ó³»­+ is currently available to Â鶹´«Ã½Ó³»­ enrolled tutoring students (Years 3–11) and standalone Â鶹´«Ã½Ó³»­+ subscribers. A valid student profile is required to activate Â鶹´«Ã½Ó³»­+. Access features and content availability vary by year level and subject, and may change from time to time and as new features are released.

I.  Notice periods & cancellation (tutoring)

To cancel an enrolment, change your pricing plan, or stop services, you must provide the minimum notice period for your plan as shown in the Plan Overview table in Section A above.

Sessions already paid in advance will be used during the notice period to complete your enrolment and are not eligible for refund, except as required by the New Zealand Consumer Law. Any unredeemed Vouchers attached to a cancelled enrolment will be forfeited.

If you switch to a different pricing plan, the new plan takes effect after all Sessions already paid in advance have been completed.

If you have no active enrolments or active subscriptions, any unused monetary Session credits beyond the applicable notice period will be refunded.