CUSTOMER & POLICY INFORMATION
Policies, customer information and safety
This page explains how Mindset Series Academy handles bookings, payments, privacy, safeguarding and support. Applicable consumer, privacy and professional rights continue to apply.
CUSTOMER INFORMATION
Using Mindset Series Academy
Academic tutoring
A tutoring booking connects the learner, academic need, verified tutor, lesson time, learner price and payment state inside Mindset.
Booking confirmation
A booking is confirmed only after the required tutor, lesson slot and payment checks have passed.
Live classroom
Academy-booked online lessons use the Mindset classroom unless the Academy confirms another arrangement.
Academic outcomes
Tutoring is educational support. Mindset does not guarantee a particular mark, pass, admission or qualification outcome.
Guardians
Guardian access is invited and permission-based. Booking permission and payment permission are handled separately.
Support contributions
Voluntary support for the Academy does not buy lessons, priority, tutoring credits or professional services.
Your applicable statutory and consumer rights are not reduced by these platform rules.
PROFESSIONAL SUPPORT
Professional services are kept separate from tutoring
Mindset separates academic tutoring, non-clinical coaching and regulated professional services so customers can see what type of support they are requesting and what verification applies.
Academic & Performance Coaching
This may include study planning, accountability, organisation, goal setting, performance habits and approved career or development coaching. It must not be presented as therapy, diagnosis or treatment.
Regulated professional services
Where a service requires professional registration, the provider's stated registration and service scope are reviewed before that service can be offered through Mindset.
Payment
The payment method for a regulated professional service may differ from ordinary tutoring checkout. The customer is shown or told the applicable payment route before proceeding.
Medical schemes
Mindset does not submit medical-scheme claims or guarantee reimbursement. Any practice billing or claim arrangement must be confirmed with the relevant professional or practice.
Request information
Use the general support request for practical matching information such as the requested service, preferred timing and a short description of the need. Avoid adding unnecessary clinical histories or detailed health records.
Urgent needs
Professional Support is not an emergency-response service. Urgent health or safety needs should be directed to an appropriate emergency, healthcare or specialist service.
Providers remain responsible for working within their competence, registration and professional obligations. Mindset separately controls which services it will list, match or process through the platform.
CANCELLATIONS, RESCHEDULING & REFUNDS
Requests are checked against the real booking and payment record
If you need to cancel, reschedule or request a refund, contact the Academy and include the booking reference. Mindset checks the booking state, payment record, session evidence and the reason for the request before a financial action is approved.
No silent repeat charge
A payment recovery case does not automatically charge the customer again.
Provider or service failure
If a paid booking cannot be delivered or safely restored, the case moves to Academy support and finance review.
Evidence first
Refund and recovery decisions remain linked to the actual booking and payment records.
Cancellation terms
Cancellation and refund requests are assessed using the booking timing, service evidence, provider outcome and applicable consumer law. Any applicable charge must be shown or confirmed before it is treated as payable.
PRIVACY
Private evidence stays separate from public profiles
Mindset processes information needed for accounts, learner profiles, guardian permissions, bookings, payments, tutor or professional verification, lesson delivery, support, safeguarding and finance operations. Verification documents, registration numbers, identity evidence and payout evidence are not public profile fields.
Role-based access controls and private storage are used for verification evidence. Classroom recording is off by default. External service providers may process information where needed to deliver authentication, hosting, classroom video, transactional email and payments.
Health-related information and children's information require additional care. The general Professional Support request is not intended to be a clinical record, and customers should avoid placing unnecessary sensitive records into general Academy support notes.
For a privacy, account-information or data request, contact the Academy directly.
SAFEGUARDING
Minor-facing access is deliberately controlled
Verified provider boundaries
Tutor and professional approval are separate from account creation. Relevant evidence and suitability checks are reviewed before provider access is activated.
Guardian permissions
A guardian receives only the learner permissions granted through the verified family-link process.
Private classroom
Lesson access is tied to the booked session and authorised participant role. Recording is not enabled by default.
Safeguarding concerns
Safeguarding matters are handled through restricted Academy processes rather than exposed as ordinary public support records.
COMPLAINTS & SUPPORT
There is a direct route to the Academy
Use Contact us for learner support, booking or payment help, tutor or professional questions, partnerships, technical issues or general complaints. The Academy records the enquiry so it can be followed through the support process.