Terms and Conditions

1. Introduction

These Terms and Conditions (the "Terms") form a legally binding agreement between you and Red Robin Learning Ltd ("Red Robin Learning", "RRL", "we", "our" or "us"). They govern your use of our website, our online tutoring platform, and any related services (together, the "Services").

By creating an account, booking a Lesson, or otherwise using the Services, you confirm that you have read, understood, and agreed to these Terms, our Privacy Policy and Cookie Policy. If you do not accept these Terms you must not use the Services.

Red Robin Learning Ltd is a private limited company registered in England and Wales (Company Number 13675815).

Nothing in these Terms affects the statutory rights you have as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable consumer-protection law.

2. Definitions

• Account — a registered user profile on the Platform.
• Booking — a confirmed arrangement for a Lesson between a Student and a Tutor.
• Credit Pool — pre-paid Lesson credits held against a Parent Account, drawn down as Lessons are delivered.
• Effective Date — the date you accept these Terms (typically the date you create your Account or first book a Lesson).
• Lesson — an individual or group tutoring session delivered through the Platform (typically 60 minutes, unless otherwise stated).
• Lesson Fee — the total fee payable for a Lesson, inclusive of VAT (where applicable) and any platform charges.
• Parent — a parent or legal guardian of a Student under 18, who is the account holder and payer.
• Platform — the Red Robin Learning website, web app, booking system, messaging tools and dashboards.
• Recording — any audio or video capture of a Lesson stored on or accessible through the Platform.
• Subscription — a recurring billing arrangement that funds a Credit Pool or grants ongoing access to specific Services.
• Student — the learner attending a Lesson. May be the Account holder (if 18+) or a child of the Account holder.
• Tutor — a self-employed tutor offering tutoring Services through the Platform.
• User — any person using the Platform, including Parents, Students, Tutors and visitors.
• Working Day — Monday to Friday, excluding English public holidays.

3. Eligibility and Accounts

• Account holders must be at least 18 years old. Children under 18 may attend Lessons only on an Account opened and managed by their Parent or legal guardian.
• We do not knowingly create direct Accounts for children under 13. If we learn we have done so we will close the Account and delete the data, in accordance with our Privacy Policy.
• You are responsible for keeping your Account credentials secure and for all activity carried out through your Account. Notify us immediately at support@redrobinlearning.com if you suspect unauthorised access.
• You agree to provide accurate and current information when creating and maintaining your Account.

4. How the Service Works

• Red Robin Learning operates the Platform, manages onboarding, verifies Tutor credentials (including identity, right to work in the UK and DBS where applicable), schedules Lessons, processes payments, and provides safeguarding oversight.
• Tutors are self-employed contractors engaged through the Platform. They deliver Lessons under our standards and Code of Conduct (section 12) but are responsible for their own teaching content and tax affairs.
• We use reasonable endeavours to keep the Platform available and secure but do not guarantee uninterrupted access. Where possible we give advance notice of planned maintenance.
• All Lesson communications, scheduling and Recordings must take place through the Platform. Bypassing the Platform to engage a Tutor directly is a breach of these Terms (section 12).

5. Bookings, Cancellations and No-Shows

• A Booking is formed once you receive confirmation from the Platform (typically by email and in-app notification).
• Lesson Fees are shown at the time of Booking and are inclusive of VAT where applicable.
• Cancellation by you (24-hour rule): cancellations made 24 or more hours before a Lesson incur no charge. Cancellations with less than 24 hours' notice may result in a partial or full charge, at our discretion. This rule sits alongside (and is separate from) your statutory cooling-off right in section 6.
• Cancellation by the Tutor or by us: if a Tutor or we cancel a Lesson, you will not be charged. We will use reasonable endeavours to offer a replacement Lesson with the same or another Tutor.
• Tutor late or absent: if a Tutor fails to attend a confirmed Lesson, or is more than 15 minutes late without prior notice, you are entitled to a full refund of that Lesson Fee or, at your option, a re-scheduled Lesson at no extra charge.
• Student late or absent: if a Student does not join within 20 minutes of the start time and the Tutor has remained available, the Lesson may be marked as a no-show and the full Lesson Fee charged.
• Technical issues: where a Lesson cannot be delivered because of a fault on our side (Platform outage, video provider failure originating with us), we will refund or re-schedule. Where the issue lies with your equipment or connectivity we are not liable to refund the Lesson, save where required by law.

6. Right to Cancel (14-Day Cooling-Off)

Because most contracts with us are formed at a distance, you have the right to cancel within 14 days of entering into the contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the "cooling-off period").

• How to cancel: tell us clearly that you wish to cancel by emailing support@redrobinlearning.com, or by completing the cancellation form below and sending it to us.
• Lessons taken during the cooling-off period: by booking and attending a Lesson before the 14-day period has expired, you expressly request that we begin providing the Services within the cooling-off period and acknowledge that (a) if the Services are fully performed during that period you lose the right to cancel, and (b) if you cancel before full performance you must pay for the proportion of Services already delivered, calculated on a pro-rata basis against the contract price. You will not be charged for Lessons not yet delivered.
• Refunds: where a refund is due, we will process it using the same payment method, no later than 14 days after we receive your cancellation.
• After the cooling-off period: from day 15 onwards the cancellation rules in section 5 (and, for Subscriptions, section 7) apply.

7. Subscriptions, Credits and Auto-Renewal

• Some packages are sold as a Subscription that funds a Credit Pool from which Lessons are drawn. Subscriptions renew automatically on the billing cycle stated at checkout (typically monthly) until you cancel.
• Cancelling a Subscription: you may cancel at any time through your dashboard or by emailing us. Cancellation takes effect at the end of the current billing period. You retain access to remaining credits earned in that period.
• Credit expiry: unused credits expire 6 months after they are added to your Credit Pool, unless we agree otherwise in writing. We will send a reminder email at least 30 days before credits are due to expire. Expired credits are forfeited and not refundable, save where required by law (for example where we have failed to provide the Services with reasonable care and skill).
• Refunds on Subscriptions: outside the 14-day cooling-off period, Subscription fees are non-refundable for the current billing cycle, save where required by law (for example, if we have failed to deliver the Services with reasonable care and skill under section 49 of the Consumer Rights Act 2015).
• Price changes: we will give at least 30 days' notice by email of any change to recurring Subscription prices. If you do not agree to the new price, you may cancel before it takes effect and we will refund any sums paid in advance for Services not yet delivered.
• Failed payments: if a Subscription payment fails, we may pause future Bookings and notify you. We will retry the payment a reasonable number of times before suspending or terminating the Account.

8. Payments

• Payments are processed by Stripe Payments Europe, Ltd. and its affiliates. By making a payment you also accept Stripe's terms. We do not store your full payment-card details.
• By providing a payment method you authorise us to charge it for confirmed Bookings, Subscription renewals and any cancellation fees permitted under these Terms.
• Tutors invoice us for Lessons delivered in accordance with their independent contractor agreement. Tutors are responsible for accounting for their own income tax and National Insurance. Tutors must provide accurate banking and tax information.

9. Tutor Obligations

• Tutors are self-employed and are responsible for their own income tax, National Insurance and any other regulatory obligations. Tutors are not employees, workers or agents of Red Robin Learning, and nothing in these Terms creates a partnership or joint venture.
• Tutors must be at least 18, legally entitled to work in the UK, and able to provide identity and right-to-work evidence on request.
• Tutors must hold a valid enhanced DBS certificate (or equivalent for non-UK tutors) before delivering Lessons to under-18s, and must disclose any subsequent criminal convictions or safeguarding concerns immediately.
• Tutors are responsible for their own professional indemnity and equipment insurance.
• Tutors must arrive promptly, deliver Lessons through Platform tools only, follow our Code of Conduct (section 12), and never complete assessed coursework on a Student's behalf.
• Tutors must not solicit Students introduced through the Platform to engage with them outside the Platform during the term of these Terms and for 12 months thereafter.

10. Parent and Student Obligations

• Parents are responsible for ensuring that the Student has a quiet, safe environment for online Lessons and that an adult is present or within earshot for younger children, in accordance with our safeguarding guidance.
• You are responsible for providing the equipment (computer, webcam, microphone, internet connection) needed for online Lessons. We are not liable for Lessons missed because of your equipment or connectivity.
• You must keep contact and payment details up to date.
• You must not bypass the Platform to book or pay Tutors directly, including for any Tutor introduced to you through the Platform, during your use of the Services and for 12 months after.

11. Lesson Recordings

• Lessons are recorded for safeguarding purposes and to enable AI-assisted progress reports and practice generation. Full details of how Recordings are stored, used, retained and shared are set out in our Privacy Policy.
• Safeguarding Recordings are made and held under our legitimate interest in protecting children. This basis does not depend on your consent and continues to apply for as long as you use the Services.
• AI processing of Recordings (for example to generate session reports and practice content) is a separate, optional purpose. By using the Services, you (and, where applicable, the Parent on behalf of an under-18 Student) agree to that AI processing. You can ask us to stop using Recordings for AI processing at any time by emailing privacy@redrobinlearning.com. Opting out prevents future AI processing; transcript extracts already shared with our AI providers cannot be recalled but those providers are contractually prohibited from retaining or re-using them beyond their data-processing agreement with us.
• You must not record Lessons yourself, or share Recordings with third parties, without our prior written consent.

12. Acceptable Use and Code of Conduct

You must not use the Platform to:

• post, share or transmit content that is unlawful, defamatory, harassing, hateful, sexually explicit, or harmful to children;
• impersonate any person, misrepresent qualifications, or artificially manipulate ratings or reviews;
• attempt to bypass technical protections, scrape data, reverse engineer the Platform, or interfere with its operation;
• promote competing services, solicit Tutors or Students off-Platform, or otherwise circumvent fees due to us;
• upload malicious code, or content for which you do not hold the necessary rights.

Suspected breaches should be reported to safeguarding@redrobinlearning.com (safeguarding concerns) or support@redrobinlearning.com (general issues).

13. Safeguarding

• We take safeguarding seriously and follow guidance derived from Keeping Children Safe in Education (KCSIE) where applicable to a non-school setting.
• All Tutors who deliver Lessons to under-18s hold an enhanced DBS certificate before they begin.
• We carry out an annual children's risk assessment in line with our duties under the Online Safety Act 2023.
• Disclosures and concerns are handled by our Designated Safeguarding Lead. Reports can be made to safeguarding@redrobinlearning.com.

14. Intellectual Property

• The Platform, including its software, design, branding and editorial content, is owned by us or our licensors. You are granted a limited, non-exclusive, non-transferable licence to use the Platform for the purpose of receiving the Services.
• You retain ownership of content you submit (homework, essays, messages, images). You grant us a non-exclusive, royalty-free licence to host, store, display and process that content solely as needed to provide the Services to you (including AI-assisted features) and to comply with our legal obligations. This licence ends when you delete the content or close your Account, except where we must retain it to meet a legal duty.
• You must not upload content you do not have the right to use.

15. AI-Generated Content

• We use artificial intelligence to support features such as Lesson summary reports, practice question generation and tutor coaching prompts. AI outputs are reviewed by a human before being delivered to Parents or Students, except for internal coaching content shared only with Tutors.
• AI-generated outputs are educational guidance only and do not replace professional educational, psychological or medical advice. We do not warrant that AI outputs are free from error.
• See our Privacy Policy for details of which AI providers process your data and on what legal basis.

16. Suspension and Termination

• You may close your Account at any time by emailing us. Closure takes effect once any in-flight Lessons or Subscription periods have completed; we will refund pre-paid amounts for Services not delivered, save where these Terms permit a charge.
• We may suspend or terminate your Account, with or without notice, if (a) you breach these Terms, (b) we have a reasonable suspicion of fraud, abuse, or risk to a child, or (c) we are required to do so by law.
• Sections that by their nature should survive (including 8, 11, 12, 13, 14, 15, 17, 18, 19, 20, 21 and 23) will continue in force after termination.

17. Liability

Nothing in these Terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• breach of your statutory rights under the Consumer Rights Act 2015 (in particular sections 49–52 — services to be provided with reasonable care and skill, performance to match information given, and reasonable price);
• breach of our duties under data-protection law; or
• any other liability that cannot be limited or excluded under applicable law.

Subject to the paragraph above:

• we will not be liable to you for any indirect or consequential loss, loss of profits, loss of opportunity, loss of goodwill or loss of academic outcome;
• our total aggregate liability arising out of or in connection with these Terms in any 12-month period is limited to the greater of (i) the total fees you paid us in that period, and (ii) £100;
• we are not liable for the personal acts or omissions of individual Tutors outside the scope of the Services we control. Where a Tutor is at fault, we will help you raise the issue and may refund affected Lesson Fees.

18. Indemnity

You agree to indemnify and hold us harmless against any claim, loss or cost arising from (a) your breach of these Terms, (b) content you upload to the Platform, or (c) your unlawful use of the Services. This clause does not limit your statutory consumer rights.

19. Force Majeure

Neither party will be liable for failure to perform its obligations where the failure is caused by an event beyond reasonable control, including failure of public communications networks, internet outage, power failure, fire, flood, epidemic, government action, or industrial action. Where a force majeure event prevents the delivery of paid-for Lessons we will reschedule or refund.

20. Complaints and Dispute Resolution

• If you have a complaint, please email support@redrobinlearning.com with the subject line "Complaint". We will acknowledge your complaint within 5 Working Days and aim to resolve it within 15 Working Days. Complex matters may take longer; if so, we will keep you updated and explain why.
• If we cannot resolve a dispute through our internal process, both parties agree to consider in good faith an alternative dispute resolution process (such as mediation through CEDR) before issuing court proceedings.
• For data-protection complaints, you can also contact the UK Information Commissioner's Office at ico.org.uk.

21. Changes to These Terms

We may update these Terms by posting a revised version on the Platform at least 14 days before the changes take effect. We will notify Account holders by email of material changes. Continued use of the Services after the effective date means you accept the updated Terms. If you do not accept them, you may cancel your Account in line with section 16.

22. General

• Assignment: you may not assign your rights without our written consent. We may assign or transfer our rights to a successor business, provided that your protections under these Terms are not diminished.
• Severability: if any clause is held unenforceable, the remaining clauses continue in force.
• No waiver: failure to enforce any term is not a waiver of our right to enforce it later.
• Entire agreement: these Terms (together with the Privacy Policy and Cookie Policy) form the entire agreement between us and replace any prior representations not recorded in writing.
• Third-party rights: a person who is not a party to these Terms has no right to enforce them under the Contracts (Rights of Third Parties) Act 1999.

23. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Disputes will be resolved exclusively by the courts of England and Wales, subject to your right (if you are a consumer resident elsewhere in the UK) to bring proceedings in the courts of your home country.

24. Contact Information

Red Robin Learning Ltd
Company Number: 13675815 (registered in England and Wales)
Registered Office: 43 Fairfoot Road, London E3 4EG
General: support@redrobinlearning.com
Privacy: privacy@redrobinlearning.com
Safeguarding: safeguarding@redrobinlearning.com