Terms and Conditions
HiIQ aim to foster a love for lifelong learning in your child, while providing them with the best possible
opportunities to support and build their confidence through their formal education. HiIQ tailors lessons to address your
child’s needs. We consider that children derive the most benefit from having 12 months or 2 semesters (4 school terms)
commitment to ensure our strategies and techniques are implemented appropriately, whether private one-to-one
session or small group session of 2-4 children. HiIQ offers English and Maths tutoring programs for pre-school, primary
school and high school.
1. Hours of Operation: HiIQ is open from 7.30am – 7.30pm Monday to Sunday during NSW School Terms at
Suite 502, Level 5, 332-342 Oxford Street Bondi Junction. HiIQ also offers school holiday programs and other
workshops during NSW School Holidays outside of these hours. HiIQ is closed on public holidays. HiIQ
reserves the right to change days of operation or its location by notifying parents.
2. Payment: For private one-to-one tutoring or small group tutoring, tuition fees must be paid in full prior to
commencing and are payable either via Bank Transfer, BPAY prior to the session or by cash directly – whatever
suits you best.
You may request a receipt at any time by contacting our Centre.
3. Extra Lessons: Can be arranged for additional fees.
4. Continuing next term: For children scheduled for regular tutoring sessions (private one-to-one or small group)
in a school term, we will reserve the same timeslot for the following term unless you contact us to change this
before the end of the term. An invoice will be emailed to you at the end of the term for the following term and
you will be charged for payment on the due date of the invoice. Payment must be made to secure the timeslot.
It is your responsibility to make sure all direct debit details are correct at all times.
5. Tutors / Tutor Changes: It is always in our best interest to assign your child/children with a tutor for the duration
of a term. On rare occasions this does not always turn out as planned. Rest assured that all lessons are
programmed and individually catered to your child’s learning needs and goals. Our management team of
qualified teachers are responsible for the programming of every single lesson and significant time and detail is
placed on this process. All tutors must provide feedback and documents from every lesson to ensure that
valuable information is stored and handed over between teachers. Your child’s progress and enjoyment is our
number one priority.
If you decide after the first session that our tutor is not a good match, we will attempt to refer another tutor to
you at no extra cost.
6. Term Overview and School Reports: These are extremely valuable to ensure we are programming our lessons
accordingly. If you receive an overview from your school, if you have a recent school report, or any updates to
your child’s learning goals for the term, please email or send in a copy.
7. Dishonor Fees: All tutoring accounts are payable within 14 days of invoice. Once the term has started, all
invoices will be due in 7 days. Overdue accounts are subject to Late Payment Fees. Please understand that if
fees are not paid when due, your child’s position may be declared suspended until your account is paid. If we
suspend your tutoring sessions and you do not pay your tutoring account within 14 days, HiIQ will reserve the
rights to terminate your tutoring without further notice.
Accounts that remain outstanding 30 days from invoice will be referred to our collection agent for recovery.
Any additional costs incurred by us in the recovery of your fees will be added to your account to the extent
permitted by law.
8. Reducing Tutoring Days: In order to gain the maximum benefit from tutoring, regular, weekly sessions with
your tutor are recommended. When reducing sessions of tutoring, you must give 4 weeks’ written notice of
your intention of reducing your child’s tutoring sessions. Should the child’s tutoring sessions be reduced prior
to the 4 week period, fees are payable for the regular days of the child’s attendance.
9. Missing Sessions: If your child is away and you are aware in advance of a date that they cannot attend due to
illness, school commitments, specialist appointments, you will need to advise us 24 hours before of changes to
your tutoring session. If you fail to give the required notice, this will be considered as a ‘late cancellation’ and
no refund or make-up sessions will be issued.
When a minimum of 24 hours’ notice is provided for a cancellation, they are entitled to attend one of our 2
hours ‘holiday revision’ programs in the following school holidays. Or, if you would rather reschedule another
private tutoring session during the term, a $35 rebooking fee will apply to secure the new day and time.
10. Immunisation: If your child is not immunised or HiIQ does not have a complete immunisation record for your
child, you understand your child cannot attend the service if there is an outbreak of a notifiable infectious
disease (as outlined in the Public Health Amendment Act 1992) for the duration of the outbreak. Fees are still
payable during this period.
11. Late tutoring: If you are going to be late for a tutoring session, HiIQ would appreciate your courtesy by
telephoning the Centre in order to let us know.
12. Insurance: You understand that children are not insured for accidental injuries. Families may take out their own
insurance for their child by making direct application to an insurance company of their choice.
13. Refunds: Refer to HiIQ’s Refund Policy (see below).
14. Privacy: Refer to HiIQ’s Privacy Policy (see below).
15. General Information & Policies Sheet: You acknowledge that you have received and read the General
Information and Policies Sheet in relation to HiIQ and agree to abide by the information and Policies as stated
therein.
GENERAL INFORMATION & POLICIES
FACILITIES
HiIQ Tutoring Centre: Suite 502, Level 5, 332-342 Oxford Street Bondi Junction 2022, NSW
CLASSES
From Prep school to Y12
PRIVATE TUTION and SMALL GROUP TUTION
. Private one to one
. Small group (2-4 children)
EXPECTATIONS – PARENTS AND CHILDREN
. To avoid disruptions to each session, please ensure your child has been to the toilet prior to commencing their lesson.
There is a toilet in the building and when necessary the tutor will escort the student to the bathroom and wait outside.
. Please be mindful that some of our students have common food allergies and if a snack is needed, water and healthy
food is preferred.
ARRIVAL AND DEPARTURE TIMES
Children must be picked up immediately at the completion of their tutoring session. All students must be dropped off
and collected from the venue by their parent or guardian. HiIQ takes no responsibility regarding collection or dismal of
children outside of the premises.
Parents should advise the tutor on arrival if there is a change in who is collecting your child at the end of the session.
Please let us know as soon as possible if your child is sick, not going to make their session, or if you think that you could
be late either arriving or collecting your child.
TUTORS
HiIQ will, where possible, retain the same tutor for a child. In some circumstances, HiIQ may need to change a tutor at
short notice, including where a tutor is away or sick.
All HiIQ tutors have been screened with a “Working with Children Check”.
ASSESSMENTS/REPORTING – FEEDBACK TO PARENTS
You will receive regular reports and updates concerning your child’s progress.
HiIQ may conduct an initial assessment on all new students. This, along with any other information will be used to cater
for your child’s specific learning needs. For individual and shared lessons tutors will provide a completed ILP (Individual
Learning Plan) for every session. This will briefly outline the lesson focus and any feedback from the session. Ongoing
assessment and evaluation is part of our policy.
WAITING LIST
A waiting list is kept if a tutoring place is not available immediately.
REFUND POLICY
1. Introduction: The Australian Consumer Law sets out consumer rights that are called consumer guarantees.
These include rights, warranties, guarantees and remedies relating to the provision of Services by us to you
which cannot be excluded, restricted or modified (Statutory Rights).
2. Purpose and scope: This policy applies to the refund of tutoring session fees that have been paid for students
of HiIQ. HiIQ requires payment of regular tutoring sessions (private one-to-one or small group sessions)
scheduled during the school term, one term in advance at the time of booking, and school holidays programs,
workshops and one-off or irregular tutoring sessions paid at the time of booking. There will be no refunds or
credits for cancellations, absences, including for illness or late attendances past the scheduled time. Requests
for refunds for a tutoring session that does not meet the quality requirements will be considered by HiIQ on a
case by case basis.
3. HiIQ’s liability is governed solely by the Australian Consumer Law and these terms and conditions. HiIQ excludes
all conditions and warranties implied by custom, law or statute except for your Statutory Rights. Unless the
Statutory Rights apply, our services, and all other material and work is provided to you without warranties of
any kind, either express or implied; and HiIQ expressly disclaim all warranties of any kind including but not
limited to implied warranties of merchantability and fitness for a particular purpose.
4. If your Statutory Rights apply because you are a consumer as defined in the Australian Consumer Law, then we
guarantee that our tutoring services:
a) we supply to you are rendered with due care and skill;
b) will be fit for the purpose that we advertise, or the tutoring services will give the result that we have
agreed to in writing with you prior to providing the tutoring services; and
c) will be supplied within a reasonable time.
5. Cancellation where there is a failure in delivery of a tutoring session: Under the Australian Consumer Law,
the tutoring sessions offered by HiIQ come with guarantees that they will be:
a) provided with acceptable care and skill or technical knowledge and taking all necessary steps to avoid
loss and damage;
b) fit for the purpose or give the results that HiIQ and the student agreed to;
c) delivered within a reasonable time frame of the scheduled session time.
6. HiIQ is legally obliged to provide a student with a full refund if requested where there is a ‘major failure’ of one
or more of the Statutory Guarantees. A major failure occurs where our tutoring service:
a) has a problem that would have stopped the consumer from buying it if they had known about it;
b) is substantially unfit for its purposes and cannot easily be fixed with a reasonable time;
7. If the failure that has occurred is not a ‘major failure’ but is still a failure on the part of HiIQ, HiIQ is required to
rectify the failure. This might involve, but is not limited to, rescheduling a session, or part of a tutoring session.
PRIVACY POLICY
HiIQ Pty Ltd (we, us or our) is committed to respecting and protecting the privacy rights and personal information of all our customers, suppliers and visitors to our website. This privacy policy is intended to provide you with information on how we collect, use, disclose and store the information that you provide to us so that you can make appropriate choices for sharing information with us. In addition to our Privacy Policy, we are bound by the Australian Privacy Principles set out in the Privacy Act 1988 (Commonwealth). We will only collect use or disclose your personal information in accordance with this policy and the Privacy Act.
For the purposes of this policy, “personal information” means information whether or not an opinion (including information or an opinion forming part of a database), whether true or not, and whether recorded in a material form or not, about a person whose identity is apparent, or can be reasonably ascertained, from the information or opinion.
Collection of Personal Information
For clients
We will only collect personal information which are necessary for or in connect with the conduct of our business. We may
collect personal information directly from you or in the course of providing our goods and services to you as customers or
in dealing with you as suppliers, contractor and service providers. We may also, with your consent, collect personal
information from other sources such as credit reporting bodies, publicly available sources of information and third party
service providers.
The kinds of personal information we collect include but are not limited to:
• Your name and contact details;
• Other personal information you give us when you request goods or services from us, such as your opinion,
preference and requirements in respect to certain goods or services, your payment details and other information
contained in order forms, enrolment forms or correspondences with us;
• Your activity with our website or other digital services; and
• Any information we are required to collect by law.
Sensitive Information
Sensitive information is a sub-category of personal information which is given a higher level of protection under the Privacy Act, which includes information or opinion of a person’s racial or ethnic origin; political opinions; membership of a political
association; religious beliefs or affiliations; philosophical beliefs; membership of a professional or trade association;
membership of a trade union; sexual preferences or practices; criminal record; and health information. We will only collect
and disclose sensitive information with your consent.
Cookies
Cookies are bits of electronic information that a website can transfer to a visitor’s hard drive to help tailor and keep records
of his or her visit to the site. Cookies allow website operators to better tailor site visits to individual preferences. The use
of cookies is standard on the Internet and many major websites use them.
We may use cookies in certain areas to improve your experience when visiting our website. They may be used to
anonymously track interest and collect aggregate information on various parts of the sites.
How We Use Your Information
Personal information, which we collect, will be used for or in connection with the conduct of our business. For example,
your personal information may be used for the following purposes:
• Confirming your identity when you deal with us;
• Providing you with services or information relating to services;
• Accepting and processing your application for enrolment;
• Following up feedback submitted;
• Determining a candidate’s suitability to an actual or possible placement, checking your right to work in Australia,
and conducting background checks;
• Provide you with our goods or services or information relating to our goods or services;
• Processing payments, providing refunds or discounts;
• Reviewing your financial position and reviewing your credit worthiness;
• Communicating with you for marketing, payment or other purposes;
• Conducting marketing researches and developing our goods and services;
• Promoting our goods and services;
• Complying with our legal obligations.
If you don’t want to receive direct marketing, you can tell us by using any of the methods set out in this policy.
Security We seek to maintain reasonable security measures in order to attempt to protect against the loss, misuse or alteration of personal information under our control. Unfortunately, there is no such thing as perfect security. As a result, although we strive to protect your personal information, we cannot ensure or warrant the security of any information you transmit to us through or in connection with our website or that we store on our systems or that is stored on our service providers’ systems. Furthermore, to the extent permitted by law, we accept no responsibility and/or liability for any such disclosures of your personal information.
Access and Correction
You have the right to access or correct your personal information, with limited exceptions. We will allow access unless there is a reason under the Privacy Act 1988 (Cth) or other relevant law to refuse such access. As permitted by law, we may charge you a reasonable fee for a copy of your records.
Contact Us
For further information on our privacy policy, or for questions on information that we may have collected from you, or
should you wish to have your name removed from our mailing list, or if you wish to access or correct any of your personal
information that we may be in possession of, please contact us by either of the following methods and we will be happy to
review, update or change your record status as appropriate:
By Phone at: best office hours for phone calls is 10 am – 3 pm Monday – Friday
0421 711 622 / 0293 897 893
By Mail at: HiIQ Pty Ltd, Suite 502, Level 5, 332-342 Oxford Steet, Bondi Junction 2022, NSW
By Email at: info@hiiq.com.au
We will always try to respond to your emails and calls as promptly as possible. Please be aware that 3pm onwards is our
busiest time in the centre and it is difficult for us to answer all phone calls and text messages at this time.
Complaints
If you have any questions or concerns about your personal information which we collect, hold, use or disclose, or if you
believe your privacy rights have been violated, you may file a complaint with us by notifying our Compliance Officer via the
above contact details of your complaint. We will investigate your complaint and determine whether a breach has occurred
and what action to take. If you remain dissatisfied, you can also refer your matter to the Office of the Australian information Commission via www.oaic.gov.au or phone 1300 343 992.
We reserve the right to make changes to this policy at any time. If we make a material change to this privacy policy, we will
notify you by posting the change on our website or in this Privacy Policy and, if necessary, give you additional choices
regarding such changes. Please check back from time to time to ensure that you are aware of these changes. Your continued use of our site will signify your acceptance of these changes.