By using the Oxbridge Mentors Ltd website or booking our services, you agree to these terms.
Services
Oxbridge Mentors Ltd provides one-to-one online tutoring, mock interviews, personal statement guidance, and admissions test preparation. Sessions are delivered online via Zoom unless we agree otherwise in writing. Written communication takes place via Microsoft Teams (school-linked work) or supervised group chats that include Oxbridge Mentors Ltd (private work).
In-Person Delivery
Some work for schools and other organisations is delivered in person on their premises. In-person delivery happens only where it has been agreed in advance in writing, under a separate written agreement covering dates, staffing, and safeguarding arrangements. It is not part of a standard online booking and cannot be requested as a substitute for an online session.
Where we deliver on a school's premises, the school remains responsible for the premises, for supervising its own students, and for its duty of care towards them. A member of school staff must be present or immediately available throughout. Our tutors work within the school's safeguarding framework as well as our own Safeguarding Policy.
Bookings and Payment
Sessions are confirmed once you receive written confirmation. Payment is due before the session unless otherwise agreed. Rates are as quoted on our pricing page or agreed in writing.
Tutoring packages
Tutoring is bought as a package of hours, paid up front. You can stop at any time before your hours expire. When you stop, you get back every paid hour not yet taught, in full, at the price per hour you paid for that package, worked out to the nearest penny. There is no fee. Hours already taught are never repriced. For example, if you bought 10 hours and 3 have been taught, 7/10 of the price you paid comes back.
Taught hours are: lessons held; a no-show or a cancellation with under 24 hours' notice that your tutor charged, at the lesson's length; and written work, such as personal statement feedback, that your tutor has logged with the time spent, counted when the feedback is sent to you. If you pay in instalments, only the hours you have paid for count: unpaid hours are not refunded, and hours taught beyond what you have paid are billed as usual. Lessons booked for after the day you stop are cancelled.
Expiry
Paid hours expire 2 years after the package's first payment. Hours not used by then are not refunded.
Families living in Japan
For a package over £200, you may cancel within 8 days of the day you receive the written contract, for any reason, and get back everything you paid, including lessons already held. Lessons can start straight away; this does not shorten the 8 days. Cancel in writing or by email; the cancellation takes effect on the day you send it. We charge no fee, claim no damages or penalty, and return the money promptly. If we misled you about cancelling, or pressured you not to cancel, and so you did not cancel within the 8 days, you may still cancel until 8 days after you receive a new written notice from us. After the 8 days, and for packages of £200 or less, you can still stop at any time and get back your untaught hours in full, with no fee. The 2-year expiry applies in Japan too.
Cancelling a lesson
Package lessons: cancel or move free with 24 hours' notice; the hour stays in your package. A paid trial cancelled with 24 hours' notice: a full refund or a free move, your choice. Under 24 hours or a no-show: the tutor may charge it.
If we cancel
If your tutor cancels or doesn't turn up: for a package lesson, the hour stays in your package; for a paid trial, you choose a new time, another tutor or a full refund.
Services without hours
A fixed-price service without hours, such as ongoing personal statement support or UCAS guidance: a full refund if you stop before any work starts, meaning no session held and no feedback sent. After work has started, we work out the refund from the work still to do and show you how.
Paid twice or too much
If you pay twice, or pay more than the price, the extra is yours: we give it all back whenever you ask, or put it towards your next package, as you choose. This does not end your package.
How to ask
To stop and get your untaught hours back, email info@oxbridgementors.co.uk or message us where you usually do (WhatsApp, LINE). We send the money back within 14 days of you asking, to the card or account you paid from, in the currency you paid, and show you how the amount was worked out.
Transfers and Changing Tutor
Packages are booked for a named student. Remaining sessions can be transferred to another student in the same family where you ask in writing and we confirm it. Packages cannot be resold or transferred to an unrelated third party.
We may need to change the tutor delivering your sessions, for example because of illness, availability, or a change in the support you need. We will tell you in advance and match you with a tutor of equivalent experience at no extra cost. Equally, if the match is not right for you, you can ask us to reassign you to a different tutor at no extra cost.
Question Banks (Digital Products)
Our ESAT and TMUA question banks are digital products with instant online access. When you buy one, you consent to us supplying the content immediately, and you acknowledge that the statutory right to cancel ends once access to the bank begins.
We refund a question-bank purchase in full where you ask us within 7 days of purchase and fewer than 50 questions have been viewed on the account. To request a refund, email info@oxbridgementors.co.uk within that window, telling us which bank you bought and the email address you bought it with. Question views are measured by our servers at the time of the request, and reaching 50 questions viewed closes the refund window even if fewer than 7 days have passed.
Refunds are reviewed and approved by our team rather than issued automatically. Where we approve one, we return the payment to the original payment method, and the refund ends the account's access to the question bank.
None of the above affects your statutory rights in respect of digital content that is faulty or not as described.
Admissions Outcomes
Oxbridge Mentors Ltd does not guarantee admission to any university, college, or programme. Admissions decisions are made entirely by the institutions. Our services help students present the strongest possible application. Past outcomes do not guarantee future results.
Safeguarding and Conduct
Student safety is our highest priority. Tutors follow our safeguarding, conduct and communication rules.
Communication boundaries are strictly enforced. Private one-to-one messaging between a tutor and a student on personal accounts is not permitted. All written contact takes place in supervised channels that include Oxbridge Mentors Ltd: Microsoft Teams for school-linked work, and a supervised group chat that includes Oxbridge Mentors Ltd for private tutoring. Where a messaging app is used, a parent or guardian is included in the conversation for students under 18.
Any inappropriate behaviour by a student, parent, or tutor may result in immediate termination of services.
Complaints
Complaints should be raised by email to info@oxbridgementors.co.uk or by phone to +44 7537 143015. We acknowledge service complaints within 2 working days and give a full written response within 10 working days. If a complaint needs longer to investigate, we will tell you and keep you updated on progress. Safeguarding concerns follow a separate route, set out in our Safeguarding Policy.
Intellectual Property
All materials created by Oxbridge Mentors Ltd or our tutors are our intellectual property. You may use them for personal educational purposes only. Reproduction, distribution, or sale is not permitted without written consent.
Limitation of Liability
To the fullest extent permitted by law, Oxbridge Mentors Ltd is not liable for indirect or consequential losses arising from our services, any university admissions decisions, or any exam results. Our total liability shall not exceed the amount paid for the specific service in question. Nothing in these terms affects your statutory rights as a consumer.
Governing Law
These terms are governed by the laws of England and Wales.
Contact
Oxbridge Mentors Ltd
Email: info@oxbridgementors.co.uk
Phone: +44 7537 143015
Designated Safeguarding Lead: Jason Pahatouridis
See also: Privacy Policy · Safeguarding Policy