Terms of service

These terms take effect from [to be confirmed: effective date]. Please read them carefully — by creating an account or booking a session you agree to them.

1. Who we are and how to contact us

The platform at cts-edu.com is operated by Complete Tutor Solutions("CTS", "we", "us"). Complete Tutor Solutions is a trading name of Complete School Solutions Ltd, a company registered in England and Wales under company number 16984053, whose registered office is at Unit 16, Roundhouse Court, Barnes Wallis Way, Chorley, PR7 7JN, United Kingdom.

You can contact us at hello@cts-edu.com. If we need to contact you, we will use the email address on your account.

2. What CTS does

CTS introduces parents to vetted tutors and provides the platform on which sessions are booked, paid for and delivered. The teaching itself is delivered by tutors, who are responsible for the content and quality of their sessions. We vet every tutor before they can teach — see our safeguarding page for what that involves — and we operate the video rooms, messaging and payment systems that sessions run on.

3. Accounts and eligibility

• Parent accounts may only be opened by someone aged 18 or over who holds parental responsibility for the student.
• Students are under-18s who use the service through their parent's account. Students do not hold their own accounts.
• You are responsible for keeping your login details secure and for activity on your account. The information you give us must be accurate and kept up to date.

4. Booking and payment

• Each tutor sets their own hourly rate, shown on their profile before you request a session.
• When you request a session, your card is authorised but not charged.
• The tutor has 24 hours to confirm. When they confirm, the authorised amount is captured and the booking is complete.
• If the tutor declines or does not respond within 24 hours, the authorisation is released in full and no charge is made.

5. Cancellations and refunds

• If you cancel a confirmed session at least 24 hours before its start time, you receive a full refund.
• If you cancel with less than 24 hours' notice, a partial charge may apply, because the tutor has held that time for you.
• If the tutor cancels at any point, you receive a full refund.

Nothing in this section affects your statutory rights as a consumer.

6. Expected conduct

Everyone using the platform must:

• treat other users with courtesy and respect;
• use the platform only for arranging and delivering tutoring for the registered student;
• not record, photograph or share session content except as the platform itself does under section 8;
• not behave in any way that puts a child at risk, and follow the expectations set out on our safeguarding page.

7. Contact stays on the platform

Tutors and parents must not exchange personal contact details or arrange sessions, payment or contact outside the platform. This rule exists to protect children: off-platform contact removes the safeguards — vetting, recording and monitoring — that the service is built on. Breach of this rule is grounds for suspension or removal under section 9.

8. Session recording and consent

Every session is recorded (video and audio) for safeguarding review and dispute resolution. By registering, parents consent to the recording of sessions their child takes part in; tutors consent as part of joining the platform. Both participants are shown a recording notice before each session. Recordings are accessible only to our designated safeguarding staff and are handled as described in our privacy notice.

9. Suspension and termination

We may suspend or close an account if these terms are breached — for example off-platform contact, abusive behaviour or misuse of the platform — or where we reasonably consider it necessary to protect a child or other users. Where a tutor's vetting clearance lapses, their access is suspended automatically and pending sessions are cancelled and refunded. You can close your account at any time by contacting us; confirmed sessions at the point of closure are handled under section 5.

10. Our liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded or limited. Your statutory rights as a consumer are not affected.

Subject to that, we are responsible for foreseeable loss or damage caused by our breach of these terms or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable when the contract was made, for loss caused by events outside our reasonable control, or for business losses — the platform is supplied for private, domestic use.

11. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If you live in another part of the UK, you may also bring proceedings in your local courts where the law allows.

12. Changes to these terms

We may update these terms from time to time — for example to reflect changes in the law or in how the platform works. If we make a material change, we will notify account holders by email before it takes effect, and the updated terms will be published on this page. If you do not accept a change, you may close your account before it takes effect.

See also our privacy notice and safeguarding page.