Diego Galvez's Tutoring Policies

Who I Work With

My tutoring is focused on high schoolers (11th and 12th grade) and adult learners, including college and university students. This lets me tailor sessions specifically to advanced-level material, so if that's you, you're in the right place!

Session Preparation

By booking a session, you agree to send any homework assignments, study guides, or specific problems you'd like to cover when you book, using the notes field and file upload provided. This allows me to review the material ahead of time and prepare to address it effectively. You can add or remove files from Your sessions right up until the session starts, up to 3 for each session, so anything that comes up after you book can still reach me in time.

Scheduling & Billing

• Where we meet: sessions are online, on Zoom. A meeting is made for each one, and its link is in your confirmation email and on Your sessions. Rescheduling makes a new meeting, so use the most recent link.
• Session length: I only accept 1-hour and 2-hour sessions.
• Sessions ending early: billing is based on the time scheduled, not the time actually used. If a session ends early at your request, the full scheduled length is still billed: that time was reserved exclusively for you.

Cancellations & Rescheduling

• Notice required: sessions can be rescheduled or cancelled, free of charge, up to 24 hours before the scheduled start time, from Your sessions in your account.
• Rescheduling: pick a new time from that tutor's available times, up to 14 days ahead. The session keeps its length and its tutor, so it can't be moved to a different tutor, or made longer or shorter. Nothing is charged, and nothing is taken from your package hours or credits. You can reschedule as often as you need to, as long as each change is made more than 24 hours before the session's current start time.
• Cancelling with enough notice:
  • If the session came out of a package, the hours it used go back to that package. The package's expiry date doesn't change.
  • If it was a single session you paid for, you get a credit for a session of the same length with the same tutor. No payment is refunded.
  • If it was a single session you booked with a credit, that same credit comes back, keeping its original expiry date. No new credit is issued.
• Inside the 24-hour window: Reschedule and Cancel stop working on the site, and the session counts as a late cancellation (below). Contact me directly if something has come up.

Late Cancellations & No-Shows

• Late cancellation (less than 24 hours' notice): the session is considered used. No refund or credit is issued for that session.
• Grace period: you have a 15-minute grace period from the scheduled start time. If you're running late, please let me know as soon as you can. If you arrive within the grace period, the session still happens, but its length is counted from the original scheduled start time, not your arrival time.
• No-show: if you neither arrive nor communicate within the 15-minute grace period, the session is marked as a no-show. Like a late cancellation, it's considered used, with no refund or credit issued.

Package Hours

• How they're used: one hour per hour of tutoring, so a 2-hour session uses 2 hours.
• One package per session: each session is booked from a single package, so a 2-hour session needs 2 hours left in one package. Hours split across two packages can't be combined.
• They belong to one tutor: hours book sessions only with the tutor you bought them from, and can't be moved to another tutor.
• Booking: package sessions are booked from Your sessions, not at checkout, and there's nothing to pay at the time.
• Expiry: 1 month after purchase for the 8-hour package, 3 months for the 20-hour package, shown on Your sessions. Unused hours are lost when the package expires, and cancelling a session doesn't push the date out.
• Package hours and credits aren't interchangeable: hours don't pay for a single session at checkout, and a credit doesn't book a package session.

Credits

• What a credit is: one session of the length you cancelled, held with the tutor you booked. It isn't money, has no cash value, and can't be transferred to another tutor or another person.
• Using one: it's applied automatically at checkout with that tutor, so there's nothing to enter. If you hold more than one, the soonest to expire is used first.
• The length has to fit: a credit covers a session up to its own length. A 2-hour credit can book a 1-hour session and keep the remaining hour for later; a 1-hour credit can't be put toward a 2-hour session, which is paid for in full.
• Expiry: 1 month from the day the credit is issued. Using part of it, or getting it back after cancelling a session, doesn't extend that date.
• Credits book single sessions only, not package sessions.

Refunds

All payments are final. No refunds are issued. Cancellations and rescheduling are handled per the policy above (credits or restored package hours where applicable), but no payment is refunded back to your original payment method.

Payments

Payments are handled by Stripe. Your card details never reach this site. A 2-hour session costs twice the 1-hour price.