1. Money-Back Guarantee
If your child is unsatisfied for any reason during the first 7 days or 6 hours (whichever comes first) of Private Tutoring or their Small Group Course, we will refund your money.
To be eligible, your child must a) be enrolled in Private Tutoring or a Small Group Course (SGC) (“Programs”) and b) attend at least one (1) full-length lesson (duration determined by Program) within one year of the Program’s purchase date. In the event your child is enrolled in both PT and an SGC, you must make any refund request(s) separately, by Program.
You acknowledge that by requesting a refund, you are also requesting removal of your child from their current Program. We encourage you to keep in touch with your Palermo Prep Team, instead, and voice any concerns when you have them so we can make a better student-tutor match. You can request a refund at any time by calling our Customer Service team at (412) 999-0369 or contacting us through our online form.
2. Promotions & Discounts
Discounts must be redeemed in one transaction, and dollar amounts cannot be split among multiple purchases. Discounts are not retroactive and cannot be applied to previous purchases.
We occasionally invite schools to participate in discounts and/or special offers on our programs. These School Promotions are exclusive for families enrolled at participating schools and they cannot be transferred. School Promotions cannot be combined with any other offer, promotion, or discount. School Promotions have no cash value and cannot be redeemed for cash.
3. Program Policies
A. Private Tutoring Policies
Palermo Prep private tutoring can be purchased in packages of 6, 12, 24, and 36 hours. Purchasing a private tutoring package reserves the time with the designated professional tutor. As such, all tutoring sessions will be scheduled prior to the start of the program, at times mutually agreeable to all tutoring clients and the Palermo Prep tutor(s). Therefore, refunds are not available. Customers may request credit for any unused Private Tutoring Hours.
Palermo Prep credit may be used toward any Palermo Prep program, including those for another past, present, or future student. If hours are being transferred to another student, hours will be prorated at the time of transfer to the new student.
Once tutoring sessions are scheduled, students are responsible for canceling scheduled tutoring sessions at least 48 hours in advance of the scheduled tutoring time and said requests must be made by directly contacting the tutor assigned to the session. If a student does not cancel a scheduled session at least 48 hours in advance, he or she will be charged in full for that session. If students do not attend any scheduled session, they are not entitled to a refund or individual make-up session.
As part of conducting the highest quality programs with every student, Palermo Prep’s Professional Tutors end each session 5 minutes before the appointed finish time. This is critical so that they can update each student’s goals, prepare parent update communication, and identify the best session materials for the following meeting with that student.
For programs that require tutors to work outside of session time on custom material, such as reviewing a student’s written work to provide feedback, reviewing and preparing for specific science laboratory design that is unique to that student’s class, or developing and conducting a custom course from scratch for that private tutoring student, tutors reserve the right to deduct tutoring hours for that custom preparation work.
B. Small Group Course Tutoring Policies
Group Tutoring programs have various enrollment caps. Palermo Prep reserves the right to adjust the maximum number of student enrollments per course.
Students may enroll in a Palermo Prep Small Group Course up until the start date of the program. Palermo Prep reserves the right to cancel any Small Group Course. Factors outside of Palermo Prep’s control may affect session schedules. In such events, we do our best to schedule a convenient make-up class; however, we cannot guarantee a make-up session will be scheduled or that the make-up will fit the schedule of every student. In cases of entire course cancellation, affected families will be notified at least 5 days prior to the Small Group Course start date and Palermo Prep will work with the affected students to make arrangements into another Small Group Course.
Small Group Course enrollment cancellation or change requests must be made by the Customer prior to the Enrollment Change/Cancellation Deadline, which is two weeks prior to the start of any Group Tutoring program. Palermo Prep strives to provide the best quality experience possible for all of our customers, and to uphold this quality, we reserve our professional tutors’ time for an entire Small Group Course program duration. As such, enrollment changes cannot be made after the Enrollment Change/Cancellation Deadline. After that point, a student’s enrollment is locked and their seat permanently reserved. Any request after the Deadline will not be reviewed or processed and there will be no prorating or refunds given due to late registration (registration made within or after the two weeks prior to the start date of a Small Group Course) or missed sessions. Refund requests made for students affected by a Small Group Course canceled by Palermo Prep may be made after the Enrollment Change/Cancellation Deadline.
As part of conducting the highest quality group course programs, Palermo Prep’s Professional Tutors end each session 5 minutes before the appointed finish time. This is critical so that they can update each student’s goals, prepare parent update communication, and identify the best session materials for the following class meeting.
4. Refund Policies
Refund requests may be submitted according to the policies outlined in the Palermo Prep product’s policies. Once refund requests have been submitted in writing, they will be reviewed to determine if they are in accordance with the enrolled product’s terms. If in line with the enrolled product’s terms, refunds will be processed on the card on file. Once requested, refunds typically take 7-10 business days to process.
5. Session Recordings
All sessions are recorded and may be viewed for quality assurance and training purposes. Upon special request, recordings of a session may be distributed to enrolled students in case of absence or review.
6. Non-Solicitation Agreement
By becoming a Palermo Prep customer, you agree that you will not solicit for employment, hire, or engage as an independent contractor, or permit any organization directly or indirectly controlled by you to solicit for employment, hire, or engage as an independent contractor, any person employed by Palermo Prep at any time during the term of Palermo Prep’s provision of services to you. Any additional services desired of a Palermo Prep employee may be requested through Palermo Prep at 1-412-999-0369.