Terms and Conditions

These Terms govern access to StarLiz Academy. Draft for legal review — not formal legal advice.

Day School follows a fixed school timetable with school-led attendance.

Day School is teacher-led and AI-first during the school day.

Parents do not book Day School periods.

Day School uses school timetable lesson records and must not be confused with Short Learning bookings.

Short Learning is parent-booked learning time outside Day School hours.

Sessions are AI-led and are not named-tutor bookings.

AI teaching is guaranteed. Human support is a safety net when available — not a private 1:1 tutor booking.

Session lengths are 90 or 120 minutes, starting every 30 minutes where capacity permits.

Weekday window: 16:00–20:00. Weekend window: 09:00–18:00.

Short Learning bookings use published after-hours capacity windows.

AI teaching is guaranteed. Human support is a safety net when available — not a private 1:1 tutor booking.

Human tutor support is only considered when AI support is exhausted, the student still needs help, the learning session is active, an eligible tutor is on shift, the tutor is available, the heartbeat is fresh, and tutor access is active.

If no tutor is available, the child continues with AI and is not parked waiting for an offline tutor. Human support is not guaranteed.

Login does not mean available. A tutor can only become available when on shift, heartbeat is fresh, and access is active.

Outside shift, tutors may access dashboard, upcoming shifts, notices and history. They cannot become available, accept a student, claim a support case, or receive a new assignment.

At shift end: no new assignments. An active session may finish within the configured grace period. Then the tutor returns off shift.

Weekday bookings open 7 days ahead. Standard deadline: 12:00 same day. School admin finalises tutor shifts by 14:00. Late booking is allowed only where existing capacity permits. Free cancellation until 2 hours before the session.

Weekend bookings open 14 days ahead. Standard deadline: Thursday 18:00. School admin finalises tutor shifts by Friday 12:00. Late booking only where capacity permits. Free cancellation until 18:00 the previous day.

There is no per-booking fee, no cancellation fee, no late-cancellation charge, and no private-tutor fee. The monthly subscription covers Short Learning access.

Cancellations and no-shows affect operations and reliability tracking only. They are not financial penalties.

Booking statuses include: Booked, Confirmed, Attended, Completed, Cancelled, Late cancelled, No-show, Expired.

Cancel booking is not cancel subscription. See Subscription Terms for cooling-off, end-of-period cancellation, Parent Portal self-service cancel, and the 7-day failed-payment grace period (preferred commercial stance pending solicitor review).

Do not misuse the platform, bypass security, or put children at risk. We may suspend accounts that breach these terms.

Service complaints: email [email protected] with your account email and issue details. See the Complaints Procedure for response-time targets.

Preferred commercial stance pending solicitor review: acknowledge ordinary complaints within 2 working days; substantive response within 10 working days; complex or escalated matters within 20 working days (with an interim update by day 10 if still open); urgent account-access or payment-blocking issues acknowledged within 1 working day.

Child welfare concerns: [email protected] (or emergency services if immediate danger). Safeguarding is outside ordinary complaint SLAs.

These timelines are service targets, not guarantees of a particular remedy, refund or human-tutor assignment.