Student Success Center Policies
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General Center Policies
Fee-based Policies
GENERAL CENTER POLICIES
STUDENT LATE ARRIVAL
Students who arrive late may be tutored for the remainder of the scheduled session or have a prolonged session based on tutor approval.
Ex: The session is scheduled from 4-5 pm. You arrive at 4:10 pm. The tutor is only required to give you the remaining 50 minutes. The tutor may extend your session if the tutor has time.
NO-SHOW AND MISSED SESSION POLICY
Students who do not arrive for their tutoring session or who are more than 15 minutes late are considered no-shows. If the student is a no-show, the tutor is not required to provide additional tutoring. If a student has 3 no-show sessions in a semester, the SSC reserves the right to withhold services until the next semester.
CANCELLATION AND MISSED SESSION POLICY
We require 24 hours’ notice for cancellation. If a cancellation is made less than 24 hours before an appointment, it is considered a no-show appointment. Weekend appointments must be cancelled by 4 pm on Friday.
Cancellations should be made
- through the SSC via email (rhecstudentsuccess@education.edu) or
- by calling (540) 767-6014 or
- with the individual tutor
RESCHEDULING
If you cancelled in accordance with the above deadlines, If, after canceling in accordance with the above policies, the tutor is unable to re-schedule a mutually convenient time, the office will discuss alternative arrangements, which may include a substitute tutor, if available.
TUTOR LATE ARRIVAL
Tutors are required to call if they will be late for any reason. If the tutor is late for any reason, the tutor will give you the full time of the scheduled tutoring session from the time the tutor arrives. Any lost time because of the late arrival of the tutor shall be compensated for by extending a lesson by mutual agreement and by such amount of time that was lost.
COMMUNICATION WITH TUTORS
Students may communicate with tutors via our email, rhecstudentsuccess@education.edu or through Accudemia.
ONLINE TUTORING PROCEDURE
Procedures for Students
When you book an online appointment, you will request “online tutoring,” as indicated in Accudemia. You will then select a date and time for the tutoring session to take place, as well as indicate the subject in which you need assistance. Based on the date and time selected, you will be given a list of available tutors. You will choose your tutor and provide your email in the corresponding field.
Both you and your tutor will receive confirmation emails of the appointment from Accudemia. The emails will contain the details of the appointment as well as the proper online tutoring session procedure.
On the day of your appointment, please sign into your email at least 5 minutes prior to the time of your tutoring session.
FEE-BASED TUTORING POLICIES
NOTE: For minor children: a parent, guardian, or other adult must be present in the building during the tutoring session.
AGREEMENT FOR PAYMENT
RHEC requires all services to be paid in full at the time of registration. It is required that a credit card, debit card, or bank account information be kept on file. All card information is securely stored in RHEC’s secure system, fully compliant with the Payment card Industry (PcI) Data Security Standard (DSS) for the safety of your data. The card on file is charged each month for additional fees due (auto-pay). You may contact the RHEC business office to make alternate payment arrangements.
Payment shall be made before the start of a tutoring session OR payment shall be made weekly/monthly in advance.
*Must complete an ACH or credit card authorization form for monies to be automatically paid monthly
The hours you purchase won’t ever expire and are transferable to any family member(s). The client agrees to authorize the RHEC SSC to charge the balance IN FULL for the selected service(s) to the credit card provided, immediately upon signing up for our services. The SSC cannot reserve or match a tutor with a student without payment in full. The client shall not pay the tutor directly. All payments from the client must be directed to and delivered to RHEC. In addition, all client referrals must be directed to the SSC before the tutor provides services to the referred client.
BILLING
The billing cycle begins the 1st of each month and ends on the 30th or 31st of the same month. A billing statement is available to you upon request and will be delivered to you. All clients are required to keep a current, valid credit card, debit card, or banking information on file at all times in order to receive or continue receiving services. All payments for projected services in the billing cycle will be charged to your credit card at the beginning of each billing cycle. Payments must be paid in full prior to services being rendered for all projected services in the billing cycle. If the client requires more tutoring services beyond the projected amount in that billing cycle, payment is required in full before any more services are rendered in that billing cycle. Should you wish to dispute charges to your account, you must do so in writing within 10 business days of the disputed charge(s), otherwise the charge will stand and be considered correct and approved by the client accordingly.
REFUND POLICY
Please be aware that we have a no refund policy for all services. Exceptions may be made only in cases in which a student cannot attend due to serious illness or the death of an immediate member of the student’s family. In these cases, official documentation may be required.
AGREEMENT NOT TO SOLICIT RHEC SSC TUTORS
The SSC expends substantial resources and carefully screens and trains its tutors. In addition, our tutors are contractually prohibited from providing services directly to RHEC SSC clients. As such, we ask that you respect this agreement and not attempt to contract with our tutors directly without RHEC SSC consent.
STUDENT LATE ARRIVAL
Fees are calculated according to the times stipulated in the schedule and any adjustments to the schedule for late arrival by the student is at the tutor’s discretion. Students who arrive late may be tutored for the remainder of the scheduled session or have a prolonged session based on tutor approval.
Ex: The session is scheduled from 4-5 pm. You arrive at 4:10 pm. The tutor is only required to give you the remaining 50 minutes. The tutor may extend your session if the tutor has time. You will be charged for the entire session either way.
NO-SHOW POLICY
Students who do not arrive for their tutoring session or who are more than 15 minutes late are considered no-shows. If the student is a no-show, he or she is still responsible for payment for the tutoring session. No discount or refunds shall be given for tutoring sessions not attended by the student. No-show students will be charged an additional $15 fee.
CANCELLATION POLICY
We require 24 hours’ notice for cancellation. If a cancellation is made less than 24 hours before an appointment, we will charge your account for the session. Weekend appointments must be cancelled by 4 pm on Friday.
Cancellations should be made
- through the SSC via email (rhecstudentsuccess@education.edu) or
- by calling (540) 767-6014 or
- with the individual tutor
No-show students will be charged an additional $15 fee.
The tutor may cancel lessons by giving 24 hours prior notice to the client/student in which case no fees shall be incurred. Since all tutoring services are pre-paid, the tutor shall reschedule the appointment at a time agreeable to both parties.
RESCHEDULING
If you cancelled in accordance with the above deadlines, your payment for that session will go toward a session on a later date. Clients are expected to notify the SSC office of the cancellation and/or inability to reschedule in order for us to make the appropriate credits to your account. Alternatively, if after canceling in accordance with the above policies, the tutor is unable to re-schedule a mutually convenient time, the office will discuss alternative arrangements, which may include a substitute tutor, if available.
MISSED SESSIONS
The nature of tutoring sessions is to improve academic performance, so it is pertinent that the student attends regularly and on time. If there are 3 or more no-shows or late arrivals in any 2-month time frame, the client will be charged a $30 convenience fee for each 2-month occurrence.
TUTOR LATE ARRIVAL
Tutors are required to call if they will be late for any reason. If the tutor is late for any reason, the tutor will give you the full time of the scheduled tutoring session from the time the tutor arrives. Any lost time because of the late arrival of the tutor shall be compensated for by extending a lesson by mutual agreement and by such amount of time that was lost.
COMMUNICATION WITH TUTORS
Students and parents may communicate with tutors via our email, rhecstudentsuccess@education.edu or through Accudemia. In some cases, direct communication between students/parents and tutors is warranted; for example, students in remote learning sessions may find it beneficial to send worksheets directly to a tutor or work in a collaborative document. Students in remote learning sessions can also expect to receive their meeting link (e.g., Zoom, Google Meet) directly from their respective tutors via Accudemia.
ONLINE TUTORING PROCEDURE
Procedures for Students
When you book an online appointment, you will request “online tutoring,” as indicated in Accudemia. You will then select a date and time for the tutoring session to take place, as well as indicate the subject in which you need assistance. Based on the date and time selected, you will be given a list of available tutors. You will choose your tutor and provide your email in the corresponding field.
Both you and your tutor will receive confirmation emails of the appointment from Accudemia. The emails will contain the details of the appointment as well as the proper online tutoring session procedure.
On the day of your appointment, please sign into your email at least 5 minutes prior to the time of your tutoring session. You will receive an email from your tutor with the invitation to join the conference through Zoom, our online tutoring session software. You will click the link to join the Zoom meeting. The tutor will begin the Zoom conference at the indicated time and proceed.
BREAKS
Any single tutoring session which meets for 3 consecutive hours or more must include a paid 15-minute rest break.
UNUSED PREPAID TUTORING SESSIONS
The value of any unused prepaid tutoring sessions will remain in the student’s account and can be applied to the cost of any future services required by the student or family member.