Information and Policies
These policies are enforced by the Signet administrative team, not by your tutor, coach, or consultant. Please feel free to contact us directly in cases of extenuating circumstances or emergencies; we are happy to consider all reasonable exceptions to these policies.
Billing
Invoicing and Tuition: We invoice clients every two weeks for services delivered in that time period. In most cases, we will set up a monthly tuition based on expected frequency and duration of sessions, as discussed with the administrative team. These expectations are, of course, subject to change, and as such the monthly tuition can be adjusted given reasonable notice. If you are paying a monthly tuition and know that you will be missing a session, it is your responsibility to inform the administrative office of this and request a credit for the unused time.
Billable Hours: All time spent meeting with a student for the purposes of tutoring is billable and will be included in your invoice. In addition, any time a tutor spends outside of sessions working directly on a student’s behalf – for example, editing an essay or proofreading documents – is also billable. Tutor conversations with stakeholders (parents, teachers, etc.) beyond 15 mins a week are also billable.
Billing for Scheduled Time: When starting an engagement with Signet, we will use the recommended meeting schedule discussed in our initial call with you to schedule a series of meetings that are tied to your student’s goals and needs. This meeting schedule will be shared via calendar invites and will be mutually agreed upon with you at the beginning of your engagement. The full duration of these scheduled sessions will be billed to you, except in cases where a cancellation is made 48 hours in advance. Session time or meeting frequency may be changed by mutual agreement of student and tutor. Exceptions to this policy will be determined on a case-by-case basis.
Scheduling
Scheduling: You will schedule directly with the administrative office at the start of your engagement. If you need to change, extend, or reduce this schedule, please reach out to scheduling@signeteducation.com or call the office at 617-714-5262. For changes outside of business hours, you will communicate with your coach, tutor, or consultant directly.
Session Cancellations, Rescheduling, Other Changes, and No-Shows: We require 48 hours’ notice to change a session time, including rescheduling an agreed upon session, changing the duration of a scheduled session, and cancellations. If changes are made with less than 48 hours’ notice, you will be charged for the time of the intended session. If a student is more than 15 minutes late to a session without communicating with their tutor directly, the session will be considered a “no show” and will incur a full charge. Exceptions to this policy will be determined on a case by case basis.
Given how busy our tutors are, the more advance notice we have of changes to the schedule, the more likely it will be that we can accommodate your scheduling request. We cannot accommodate scheduling changes over the weekend; our scheduling team keeps normal business hours Monday through Friday, 9am-5pm Eastern. If you have an urgent scheduling change outside of these hours, please contact your tutor directly.
Working with Signet Staff
Background Checks: Every Signet tutor is required to pass a background check prior to being paired with his or her first client.
Confidentiality: Signet Education is completely confidential. Your academic records, performance, personal information, and billing information are kept strictly private. We will never sell, rent, or otherwise distribute any of your information.
Graded Assignments: Signet Education is committed to helping our students learn, rather than simply providing answers. As such, it is the Signet tutor’s role to help the student be prepared to do their assignments, not to help the student complete said work. Instead, we recommend that students attempt their assignments before any tutoring session and identify specific problems they are struggling with, and if possible, why they are stuck or what they find confusing. Signet tutors can then prepare and work through similar problems with the student and/or work with the student to identify and refresh concepts tested. This applies to homework, take-home or online exams/quizzes, and written work.
Satisfaction Guarantee: We take client satisfaction seriously. If you are not happy after your first session, you’ll get a full refund, and we won’t stop working until we’ve found the right tutor for you. We cannot guarantee your results, as student success, grades, and test scores depend on a number of factors. However, we will guarantee that you will be satisfied with our service. If you are dissatisfied for any reason, please do not hesitate to contact us – we will be happy to do everything we can to improve your experience.
