Refunds: All purchases of tutoring hours are non-refundable once purchased.

Credit Card on File: Families are required to maintain at least one valid credit card on file in their HI IQ Parent Portal via TutorBird. This card will be securely stored and used exclusively for payment processing in accordance with U.S. privacy laws. Any changes to billing information must be reported to HI IQ Learning promptly. Families will be required to complete an updated credit card authorization form when changes are made.

Parent Portal & Scheduling Responsibility: Beginning August 1, 2025, families will be responsible for managing cancellations and rescheduling through the Parent Portal in TutorBird. By default, students will remain on the calendar at their regular day and time unless families manually make changes in the Parent Portal or notify our team of permanent schedule adjustments. As a courtesy, a reminder will be sent on the 25th of each month to review and update schedules for the upcoming month.

Monthly Billing: Starting August 1, 2025, all newly purchased hours will follow a monthly billing cycle. Families will be billed in advance for all sessions scheduled on the calendar for that month, with charges processed on the 1st of every month. A valid credit card must be on file to avoid service interruptions. At the time of enrollment, families are required to purchase a minimum of four (4) hours for general academic tutoring or a minimum of six (6) hours for private school readiness tutoring. These initial hours will be billed upon enrollment. Beginning the following month, families will be billed monthly based on their child’s recurring schedule. 

Session Management: By default, students will remain on a consistent weekly schedule. Families are encouraged to maintain this routine but may cancel, reschedule, or add sessions as needed based on their tutor’s availability. All one-time cancellations and rescheduling must be managed directly by the family through the Parent Portal in TutorBird. If a session is canceled after billing has occurred on the 1st of the month, the value of that session will be credited toward the next month’s invoice—unless a make-up or extra session is scheduled during the same month to replace it. If additional sessions are booked outside of the regular schedule and there are not enough prepaid funds in the account, the family will be automatically billed to ensure all hours remain prepaid.

Recurring Schedule Changes & Session Length Adjustments: Each student is placed on a recurring weekly schedule at the time of enrollment. This schedule will continue month to month unless a family requests a permanent change. If a family wishes to make a permanent change to the day and/or time of their recurring sessions, they must contact the HI IQ Learning administrative team. The Parent Portal does not support recurring bookings or recurring schedule changes. Therefore, if a family wishes to adjust the day or time of their child’s regular weekly sessions, they must contact the HI IQ Learning administrative team to update the recurring schedule. If a family wishes to change the length of their child’s regular sessions (e.g., from 30 to 60 minutes), they must first speak with their tutor. Once approved, the session duration will be updated by the administrative team in the system.

Pausing or Discontinuing Services: If a family wishes to pause tutoring services for three (3) or more consecutive weeks, or discontinue tutoring altogether, they must notify HI IQ Learning in writing. It is the family's responsibility to communicate their intent to pause or end services so that the student can be removed from the calendar and billing can be adjusted accordingly. Failure to provide notice will result in the student remaining on the calendar, and scheduled sessions will continue to be billed as usual. Advance notice helps us manage tutor schedules and availability for other families. We appreciate your cooperation in keeping us informed of any changes to your tutoring plans.

Session Rescheduling: All session cancellations and rescheduling must be done through the Parent Portal in TutorBird. A minimum of 6 hours’ notice is required for any cancellations. Sessions canceled with less than 6 hours’ notice will result in the session being deducted from the account. New bookings must be made at least 48 hours in advance. If families experience difficulties with rescheduling, they may contact the HI IQ Learning team for assistance.

Rescheduling Due to Illness: Families may cancel a session within 6 hours of the start time without penalty in cases of sudden illness. However, multiple illness-related cancellations within a 45-day period may result in a charge. HI IQ Learning must be notified promptly, and a doctor’s note may be requested. If the cancellation is completed in the TutorBird portal, the session will automatically be deducted from the family’s account balance. HI IQ Learning will manually override the policy for approved illness-related exceptions. Please note that frequent cancellations can affect overall scheduling and operations; we appreciate your understanding and cooperation.

Tutor Cancellations: If a tutor is ill or on vacation and must cancel a session(s) after the family has prepaid for the month, HI IQ Learning will do its best to provide a substitute tutor upon request. If a substitute is not requested or available, the prepaid value of the canceled session will be applied as a credit toward the following month’s invoice—unless a make-up or additional session is scheduled before the end of the current month.