Terms & Conditions

Last updated: 27 September 2026

These Terms & Conditions (“Terms”) apply to tutoring and related services supplied by [Business Legal Name] trading as Prime Tutors, ABN [ABN] (“we”, “us”, “our”).

By purchasing a package, booking a paid lesson or otherwise agreeing to receive our paid services, the customer agrees to these Terms.

For students under 18, the parent or legal guardian is the customer and contracting party and accepts these Terms on behalf of the student.

1. Our Services

We provide online tutoring only to students based in New South Wales (NSW), including individual tutoring, small-group tutoring, trial lessons, academic support and related educational services.

Subjects, year levels, tutors, package options and prices available at any particular time are displayed on our website or otherwise communicated to the customer.

Our tutoring is designed to support a student's learning and academic development. We do not guarantee any particular grade, ATAR, examination result, SAT score, school placement, university admission or other academic outcome.

Our official website is https://primetutors.com.au. An online enquiry is a request to discuss tutoring, not a purchase or a confirmed lesson booking. No payment is collected through the enquiry form.

An enquiry reference confirms that your request has been saved. It does not guarantee a tutor, group place or time slot. We will discuss course suitability and availability using your preferred contact method. Under-18 students must ask a parent or legal guardian to provide their own contact details.

The website may use automated security checks to reduce spam. If a check prevents you from sending an enquiry, contact contact@primetutors.com.au. Personal information is handled as explained in our Privacy Policy. Nothing in these website arrangements limits rights that cannot be excluded under Australian Consumer Law.

2. Students and Parents

We accept students across primary and secondary school year levels and other eligible students for services we advertise.

Where a student is under 18:

• the parent or legal guardian must purchase the package and agree to these Terms;
• primary administrative and tutoring communications will ordinarily be conducted through the parent or guardian;
• direct WhatsApp communication between a tutor and an under-18 student is not our standard communication channel; and
• the parent or guardian may receive attendance information, progress updates and information reasonably relevant to the student's tutoring.

A parent or guardian does not need to remain physically present during an online tutoring lesson unless specifically agreed for a particular student.

3. Tutors and Child Safety

We select tutors based on the needs of our tutoring service.

Tutors who work with children must hold or complete the child-safety screening, Working With Children Check, Working With Vulnerable People registration or equivalent clearance that we determine is required for the services and jurisdictions in which they work.

We may also impose additional internal safeguarding, conduct and communication requirements.

4. Free Trial Lessons

Eligible students may receive one 30-minute free trial lesson.

The free trial entitlement is generally available once per student.

A free trial may be rescheduled once.

If the student misses the rescheduled trial, cancels again, or does not attend, another trial is not automatically guaranteed. The parent or guardian may submit a new trial request, which will be subject to availability and our approval.

A regular tutoring time is not reserved merely because a trial has occurred. A recurring lesson slot is secured only once the required paid package has been purchased and the booking has been confirmed.

5. Minimum Purchase and Packages

The minimum paid purchase is a 4-lesson package unless we expressly offer another product.

Our standard packages are:

Package validity starts on the date of the student's first paid lesson, not the date of purchase.

Lessons must ordinarily be used before the package expires unless an extension has been approved or purchased under these Terms.

Package prices and applicable discounts are those shown at the time of purchase.

6. Scheduling

Tutoring is ordinarily arranged as a recurring weekly lesson once a suitable time has been agreed.

We will make reasonable efforts to maintain the same tutor and regular lesson time throughout a package.

However, purchase of a package guarantees access to our tutoring service rather than the permanent availability of a specific tutor.

Tutor availability may change because of illness, leave, examinations, emergencies, scheduling requirements or other reasonable circumstances.

7. Tutor Changes and Substitutions

We may offer a substitute tutor where the student's regular tutor is temporarily or permanently unavailable.

Where reasonably practicable, a student may instead elect to reschedule with their regular tutor.

A customer may request a different tutor where there is a genuine concern regarding suitability, teaching relationship, conduct or another reasonable issue.

We will assess tutor-change requests reasonably and attempt to provide a suitable alternative.

8. Payment

Packages must be paid in full upfront unless we expressly agree otherwise in writing.

A paid lesson or recurring lesson slot is not confirmed until the required payment has cleared.

Prices are quoted in Australian dollars and include applicable taxes where required.

Payment may be processed through third-party payment providers.

9. Promotions and Discount Codes

Standard package discounts may be combined with one eligible promotional code, unless the relevant offer states otherwise.

Multiple promotional codes cannot ordinarily be stacked.

Special offers may contain additional eligibility criteria, expiry dates or conditions.

Existing purchased packages retain the price agreed at purchase. Future price changes do not retrospectively increase the amount payable for lessons already purchased.

10. Rescheduling by the Student

A student must provide at least 24 hours' notice to reschedule a paid lesson without the lesson being treated as used.

Rescheduling is subject to tutor availability.

Each purchased package includes one free late cancellation.

This means that on one occasion during the package, where less than 24 hours' notice is provided, the lesson credit will not automatically be forfeited.

After that allowance has been used, a cancellation made less than 24 hours before the scheduled start time will ordinarily be treated as a completed lesson and deducted from the package.

The late-cancellation allowance does not reset if a package is transferred to another student.

11. No-Shows

If a student does not attend a scheduled lesson and has not contacted us or the tutor to cancel, the lesson will be treated as used in full.

A no-show does not automatically qualify for the free late-cancellation allowance.

We may make exceptions in genuine emergencies at our discretion.

12. Student Lateness

If a student arrives late, the lesson will ordinarily still finish at its originally scheduled time.

The tutor is not required to extend the lesson because of student lateness.

13. Tutor Lateness

If a tutor is late, the tutoring time missed because of the tutor's lateness will be:

• added to the same lesson where reasonably practicable; or
• added to a future lesson or otherwise made up by agreement.

The student will not lose paid tutoring time because of tutor lateness.

14. Tutor Cancellations

If a tutor or we cancel a scheduled lesson, the lesson will be rescheduled without loss of credit.

The package validity period will also be reasonably extended so that the cancellation does not reduce the student's opportunity to use the package.

Where appropriate, we may offer a substitute tutor.

15. Public Holidays

Where a regular lesson cannot proceed because of a public holiday, it may be rescheduled without loss of the lesson credit.

16. Package Validity Extensions

16.1 Free extensions

A parent or guardian may email us to request an extension because of circumstances including:

• holidays or vacations;
• planned leave;
• illness or injury;
• family circumstances;
• examinations;
• emergencies; or
• other reasonable circumstances.

Free extensions are assessed case by case.

We may request reasonable supporting information where appropriate.

The length of an approved extension will depend on the circumstances.

Where possible, extension requests should be made before the package expires.

16.2 Paid extensions

Where a free extension is not approved or otherwise applicable, an eligible customer may purchase a 4-week package extension.

The extension fee is calculated as:

25% of the applicable lesson fee × number of unused lessons remaining in the package.

Payment must be made before the extension takes effect.

Approval remains subject to reasonable operational requirements.

17. Package Transfers

A package may be transferred to another student once only.

A standard $49 administration fee applies to a package transfer.

Following transfer:

• the package retains its existing expiry date;
• the validity period does not restart;
• any late-cancellation allowance already used remains used;
• any doubt-clearing entitlement already used remains used;
• other benefits and limitations attached to the original package remain unchanged.

If the recipient is in a higher-priced tutoring tier, the applicable price difference must be paid before lessons in that tier occur.

If the recipient is in a lower-priced tier, no refund or cash adjustment is provided for the price difference.

18. Using Lessons Across Subjects

Lessons may be used across subjects within the same pricing tier, subject to tutor availability.

For example, a student may use lessons from an eligible package for more than one subject rather than purchasing a separate package for each subject.

Where a student wishes to use a lesson in a higher-priced tier, the applicable price difference must be paid.

Moving a lesson to a lower-priced tier does not create a refund or account credit for the difference.

19. Group Tutoring

Our standard small-group tutoring classes contain 2 to 5 students.

We aim to match group students by:

• year level; and
• subject.

Group placement is also subject to availability and scheduling.

19.1 Individual absences

A group lesson continues for the remaining students when an individual student is absent.

An individual student's absence will ordinarily count as a used lesson.

The package's one free late-cancellation allowance also applies to group packages. Using that allowance does not require the rest of the group to change its lesson time. Any replacement arrangement is subject to suitable group availability.

19.2 Rescheduling a group class

An individual student cannot require the entire group to reschedule.

Where a proposed group schedule change would prevent one family from attending, we will first attempt to place that student in another suitable group.

If no suitable alternative is available, we will ordinarily maintain the original group time unless another arrangement is agreed.

19.3 Group numbers falling below two

If a group can no longer reasonably operate because fewer than two students remain, we may:

1. offer placement in another suitable group;
2. offer conversion to 1:1 tutoring, with the customer paying the applicable price difference; or
3. if neither solution is suitable or reasonably available, cancel the remaining group service and refund the applicable unused balance.

A customer is not required to accept an unsuitable replacement group or conversion to 1:1 tutoring in these circumstances.

20. Learning Materials

Tutors may provide worksheets, notes, questions, study resources or other learning materials at their discretion.

There is no additional charge for ordinary tutor-provided materials included with a lesson unless a separate optional product or external resource is clearly disclosed before purchase.

Materials supplied by us or our tutors are generally for the student's personal educational use and must not be commercially reproduced, sold or distributed without permission.

21. Between-Lesson Support

For every four lessons purchased, the student receives one 15-minute online doubt-clearing session using Google Meet, Zoom or another approved video platform.

Accordingly:

• 4 lessons include 15 minutes;
• 8 lessons include 30 minutes; and
• 12 lessons include 45 minutes.

The entitlement forms part of the package and expires with that package unless we agree otherwise.

Tutors may also permit students or parents to send questions through WhatsApp.

WhatsApp support is supplementary. We do not guarantee a particular response time, immediate availability or an unlimited amount of between-lesson support.

For students under 18, WhatsApp communication should ordinarily take place through the parent or guardian.

22. Progress Updates

For students under 18, the tutor will ordinarily provide the parent or guardian with a progress update after every four lessons.

The update may include:

• topics covered;
• progress observed;
• strengths;
• areas requiring further work;
• engagement or attendance observations; and
• suggested next steps.

Progress updates are educational observations and do not guarantee future academic performance.

23. Lesson Recordings

Our standard tutoring lessons are not recorded.

A lesson must not be secretly recorded by a customer or student.

Any exceptional recording arrangement must be agreed in advance and comply with applicable privacy, surveillance and consent laws.

24. Change-of-Mind Cancellations and Refunds

This section applies to voluntary or change-of-mind cancellation requests.

It does not limit any rights or remedies available under the Australian Consumer Law or other applicable law.

24.1 Before the first paid lesson

A customer may request cancellation before the first paid lesson.

The voluntary refund will be calculated using the methodology below, including the applicable administration fee and cancellation deduction.

24.2 After tutoring has commenced

A customer may request cancellation of the unused portion of a package.

For the purpose of calculating a voluntary refund, lessons already used will first be valued at the applicable standard non-discounted lesson rate for that tutoring tier at the time the package was purchased, rather than the discounted effective rate produced by the larger package.

24.3 Refund calculation

For voluntary cancellation, we calculate:

Step 1 — Preliminary balance

Amount actually paid for the package
minus
value of lessons already used at the applicable standard non-discounted rate.

Step 2 — Administration fee

A standard $49 administration fee is deducted from the preliminary balance.

Step 3 — Cancellation deduction

A cancellation deduction equal to 25% of the remaining refundable balance after the administration fee is applied.

The remaining amount is the voluntary refund payable to the customer.

Where the resulting amount is zero or negative, no change-of-mind refund is payable.

Promotional credits, referral credits or other non-cash credits are not refundable as cash.

These deductions may be reduced or waived where required by law or where necessary to comply with the Australian Consumer Law.

25. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right, remedy or protection that cannot lawfully be excluded under the Australian Consumer Law.

Where our services fail to comply with an applicable consumer guarantee, the customer may have rights to a remedy independently of our change-of-mind policy.

Our voluntary cancellation charges, package expiry provisions and other commercial policies do not override those statutory rights.

26. If We Cannot Provide the Purchased Service

If we are unable to continue providing tutoring covered by a purchased package and cannot provide a reasonable alternative acceptable to the customer, we will refund the applicable unused portion of the package.

We will not apply a change-of-mind cancellation fee merely because the cancellation was caused by our inability to supply the purchased service.

This provision does not limit any additional rights available under law.

27. Referral Credits

Where we operate a referral program, the standard eligible referral credit is $49, unless the applicable offer states otherwise.

Referral credit:

• is account credit rather than cash;
• cannot be redeemed or withdrawn for cash;
• is issued only once the requirements of the relevant referral offer have been satisfied;
• may be subject to reasonable fraud-prevention measures; and
• may be subject to additional conditions disclosed with the referral offer.

The offer will specify which participant or participants receive the credit.

28. Academic Integrity

Our tutors provide explanation, teaching, feedback, examples and academic guidance.

Tutors must not:

• sit an examination for a student;
• impersonate a student;
• complete an assessed examination, assignment or other work on the student's behalf;
• knowingly facilitate plagiarism or academic misconduct; or
• provide assistance that breaches a school's, testing organisation's or educational institution's academic-integrity rules.

We may refuse a request that we reasonably believe would facilitate academic misconduct.

29. Behaviour and Safety

Students, parents, tutors and staff must interact respectfully.

We may suspend or terminate services where there is serious or repeated:

• abusive or threatening behaviour;
• harassment;
• discrimination;
• sexual or otherwise inappropriate conduct;
• deliberate disruption;
• dishonesty affecting the service;
• safety concerns; or
• serious breach of these Terms.

Where we terminate a package because of serious customer or student misconduct, any voluntary refund of unused lessons may be calculated using the standard cancellation methodology in these Terms, including repricing used lessons, the $49 administration fee and applicable cancellation deduction, to the extent permitted by law.

30. Technology and Online Lessons

The customer is responsible for providing:

• a suitable device;
• a stable internet connection;
• appropriate audio and video capability where required; and
• a reasonably suitable learning environment.

Temporary technical problems should be raised with the tutor promptly.

Where a substantial portion of a lesson cannot occur because of a technical problem caused by us or the tutor, we will reasonably arrange replacement time.

Where the problem is caused solely by the student's equipment or internet connection, the lesson may still be treated as used, although we may make reasonable exceptions.

31. Third-Party Platforms

Tutoring and communications may use third-party services such as Google Meet, Zoom, WhatsApp, payment processors and other technology providers.

Use of those services may also be governed by their own terms and privacy policies.

We are not responsible for independent third-party services to the extent permitted by law, but this clause does not exclude any responsibility that cannot lawfully be excluded.

32. Privacy

Personal information is handled in accordance with our Privacy Policy and applicable privacy law.

For under-18 students, the parent or guardian acknowledges that reasonable student information may need to be shared with the assigned tutor for the purpose of providing tutoring.

33. Complaints

Customers should first raise complaints with us at:

Email: contact@primetutors.com.au

Please include enough information for us to understand the issue and investigate it.

We will aim to review complaints fairly and respond within a reasonable period.

Nothing in this clause prevents a customer from exercising rights through an applicable consumer protection agency, regulator, tribunal or court.

34. Changes to These Terms

We may update these Terms from time to time for future transactions.

Unless required by law or expressly agreed with the customer, a material change will not retrospectively remove package benefits or increase the price of lessons already purchased.

The Terms applying to a package will generally be those in effect when that package was purchased.

35. Severability

If any provision of these Terms is invalid, unenforceable or unlawful, that provision will be read down or severed to the minimum extent necessary.

The remaining provisions continue to apply.

36. Governing Law

These Terms are governed by the laws applicable in Australia and, where relevant, the State or Territory laws that apply to the transaction.

Nothing in this clause limits any mandatory right a consumer has to bring a claim in a court or tribunal with jurisdiction.

37. Contact

[Business Legal Name] trading as Prime Tutors
ABN: [ABN]
Email: contact@primetutors.com.au
Address: [business/service address]
Website: https://primetutors.com.au