Lilies Global Academy Terms & Conditions 

1. Introduction

1.1. Lilies Global Academy is a distinguished online international educational institution established by U.K. medical students and doctors. Our commitment is to provide exceptional teaching and mentoring services, ensuring complete client satisfaction. These terms and conditions outline the obligations and expectations for clients when booking teaching and mentoring sessions or courses. They also detail the standards of service that clients can expect from the Academy, emphasising our dedication to delivering high-quality educational experiences.

2. Academy Commitments

2.1. Quality of Service: The Academy is committed to providing high-quality teaching and mentoring services, delivered by qualified and experienced tutors. All tutors undergo a rigorous selection process and are expected to maintain a high standard of teaching.

2.2. Personalised Learning: The Academy will tailor teaching and mentoring sessions to meet the individual needs and learning goals of each student. This includes creating customised lesson plans and providing feedback to support student progress.

2.3. Support and Resources: The Academy will provide all necessary learning materials and resources required for effective teaching and mentoring. This includes access to supplementary materials and resources through platforms like Google Drive.

2.4. Communication: The Academy will ensure clear and timely communication with clients regarding scheduling, payments, and any changes to the service. Clients can expect responses to their inquiries within 48 hours.

2.5. Tutoring Environment: The Academy is dedicated to creating a positive and supportive learning environment. We support the holistic wellbeing of our students and offer professional career mentoring to guide and support students in their career aspirations and professional growth.

2.6. Technical Support: The Academy will offer support for any technical issues related to the online teaching and mentoring platform. If a session is disrupted due to technical difficulties, the Academy will work to resolve the issue and ensure that the full session time is provided or rescheduled if necessary.

2.7. Confidentiality and Data Protection: The Academy will handle all personal and academic information with strict confidentiality, adhering to data protection laws. Clients can expect their information to be used solely for the purposes of providing teaching and mentoring services.

2.8. Feedback and Improvement: The Academy values client feedback and is committed to continuously improving its services. Clients are encouraged to provide feedback to help enhance the quality of teaching and mentoring and overall client satisfaction.

3. Booking and Confirmation

3.1. All bookings for teaching and mentoring sessions or courses with Lilies Global Academy (hereafter "the Academy") can be made via our online booking system, email, phone, chat function, or WhatsApp.

3.2. When booking through the website, you may select the number of lessons you wish to book. The Academy will contact you by the next working day to arrange your lessons.

3.3. For bookings made via email, phone, chat, or WhatsApp, invoicing will be provided. . 

3.4. A booking is confirmed only upon receipt of written confirmation from the Academy. This confirmation will detail the session or course, including date, time, and tutor information.

4. Payment Terms

4.1. Payment for teaching and mentoring sessions or courses must be made at least 7 working days before the lesson. Payment should be completed as specified in the invoice provided.

4.2. Accepted payment methods include bank transfer, credit/debit card, and Apple Pay.

4.3. Late Payments: A 2% interest per day will be charged on late invoices, plus a late fee of £12. Late payments will be reviewed on a case-by-case basis if advance notice is given.

5. Cancellations and Rescheduling

5.1. Cancellations by the Client: Cancellations must be communicated with at least 4 weeks' notice to accommodate a change in the lesson schedule. In the case of an emergency, notification should be provided as soon as reasonably possible, along with supporting documentation. Evidence must be submitted within 48 hours of the scheduled session. A minimum of 24 hours' notice is required to rearrange the lesson for emergencies.

5.2. Rescheduling: Requests to reschedule must be made at least 2 weeks in advance. Requests made less than 2 weeks before the session are only eligible for rescheduling with evidence of an emergency. Rescheduling can only be accommodated within the same month as the original booking.

5.3. Cancellation Fee: Cancellations not made in accordance with this policy will be charged in full.

5.4. No-Shows: If a student fails to attend a scheduled lesson and does not arrive within 15 minutes, and no prior notice of lateness has been provided by the client, the session will be classified as a "no-show" and charged as per the original booking. A new session may be booked following the standard procedure.

6. Tutor Availability and Remedies

6.1. Tutor availability is subject to change. The Academy will notify clients of any changes to tutor availability as soon as possible. If a tutor is unavailable or if there are issues with tutor performance, alternative remedies may include:

   - Offering a replacement tutor with similar qualifications and expertise.

   - Providing additional teaching and mentoring time at no extra cost.

   - Rescheduling sessions to a mutually convenient time at no additional charge.

7. Attendance and Punctuality

7.1. Tutors and students are required to be on time and fully prepared for each session.

7.2. Tutors and students must have their camera and microphone on throughout the session and ensure a stable internet connection. If technical difficulties arise, the tutor must complete or offer the full session time to the student. Technical difficulties continuing for more than 5 minutes must be reported to administration via email at hello@liliesglobalacademy.com.

8. Tutor Conduct

8.1. Tutors are not permitted to contact parents or students directly outside of the Academy’s official channels. All communications should be conducted through the Academy. 

8.2. Any requests regarding a session must be submitted to administration at least 48 hours prior to the lesson. This allows sufficient time for administration to ensure timely action. 

8.3. If a tutor cannot answer a student's query or provide an explanation during a session, they are expected to research the query and respond within 24 to 48 hours via administration email or Google Drive. 

8.4 Homework and additional resources may be set and shared with students via Google Drive, which is accessible to students, parents, and administration. This platform can be used to share reports, test results, homework, school work, revision lists, and other relevant materials.

9. Conduct and Behaviour

9.1. Clients and students must maintain appropriate behaviour during sessions. The Academy reserves the right to terminate a session if conduct is deemed disruptive or inappropriate, with no refund provided.

9.2. Tutors are expected to maintain professional conduct. If a tutor's conduct is deemed unprofessional, it should be reported to the Academy immediately.

10. Confidentiality and Accuracy

10.1. The Academy will handle all personal information and academic records with strict confidentiality, in accordance with data protection laws.

10.2. While every effort is made to ensure the accuracy of information provided during sessions and to assist in achieving the student’s goals, including providing predictions of grades, the Academy cannot guarantee specific academic outcomes or results. Exam results are influenced by various factors including the student's circumstances and performance on the day.

11. Data Protection and Privacy

11.1. Data Collection: The Academy collects personal data from clients, including names, contact details, and academic information. This data is used for scheduling sessions, billing, and improving our services. Clients have the right to access their personal data, request corrections, and ask for their data to be deleted where applicable. Requests can be made by contacting the Academy via email. 

12. Intellectual Property

12.1. Ownership: All materials, resources, and content provided by the Academy remain the intellectual property of the Academy or its licensors. Clients do not acquire any rights to these materials beyond their use in the context of the teaching and mentoring sessions.

12.2. Use of Materials: Clients are permitted to use the materials and resources provided during sessions solely for their personal educational purposes. Redistribution, copying, or commercial use of these materials is prohibited.

13. Accessibility and Special Requirements

13.1. Accessibility: The Academy is committed to accommodating students with special needs or requirements to the best of its ability. This includes providing appropriate adjustments or modifications as necessary.

13.2. Notification: Clients should inform the Academy of any special requirements or accommodations needed at the time of booking or as soon as possible to ensure appropriate arrangements can be made.

14. Additional Fees

14.1. Extra Charges: Additional fees may apply for:

   - Comprehensive scheduling over 5 hours a week.

   - Specialised subjects requiring additional resources or expertise.

   - Changes made to the schedule within a short time window.

   - Personalised study schedules, including full-time options.

15. Client Responsibilities

15.1. Preparation: Clients are responsible for uploading all relevant information to Google Drive at least 48 hours before scheduled sessions to ensure that tutors can prepare adequately.

16. Communications

16.1. Preferred Channels: For general inquiries and communication, clients should use email: hello@liliesglobalacademy.com. Response times are typically within 48 hours.

16.2. Emergency Contact: For urgent issues outside normal operating hours, clients may contact the Academy via WhatsApp at 07512872577.

17. Complaints and Satisfaction

17.1. Complaint Procedure: If dissatisfied with a lesson or have complaints, please contact the Academy within 48 hours of the session via email at hello@liliesglobalacademy.com.

17.2. Resolution: The Academy will review and respond to complaints within 5 working days. If upheld, resolutions may include additional teaching or mentoring time or other appropriate remedies.

17.3. Feedback: The Academy values feedback to improve services. All feedback will be used constructively.

18. Amendments to Terms and Conditions

18.1. The Academy reserves the right to amend these terms and conditions at any time. Clients will be notified of changes, and revised terms will apply to all bookings made after the amendment date.

19. Governing Law

19.1. These terms and conditions are governed by and construed in accordance with UK law.

20. Agreement and Legal Considerations

20.1. Acceptance of Terms: By purchasing a lesson, you agree to these terms and conditions.

20.2. Entire Agreement: This Agreement constitutes the entire agreement between the parties and supersedes all prior negotiations, representations, or agreements, whether written or oral. Any subsequent terms and conditions agreed upon by both parties shall be incorporated into this Agreement as amendments, provided they are documented in writing.

20.3. Liability Limitations: The Academy shall not be held liable for any issues or losses arising from circumstances beyond its control, including but not limited to technical failures, internet outages, or external factors affecting the delivery of teaching and mentoring services. 

21. Contact Information

21.1. For questions or concerns regarding these terms and conditions, please contact the team at hello@liliesglobalacademy.com.