Information & Policies

 Please check back from time to time, as we will post any updates here.

Our Cancellation Policy

We require 24 hours’ notice for cancellations to avoid a cancellation fee equal to the length of the booked session. Please notify your coach as soon as you know your child cannot attend to avoid being charged. In case of an emergency, inform your coach so we can make any necessary discretionary adjustments. Repeated last-minute cancellations may result in the reassignment of your coach.

Schedule Changes

For minor scheduling changes, please get in touch with your coach directly. Your coach’s contact information can be found at the top left of their bio. For significant schedule adjustments, email parentsupport@illuminos.co. Please note that we may need to match you with a coach who can accommodate the new schedule.

Student Progress

Our school year is divided into four terms, each about two months long. At the end of each term, your child’s coach will prepare a progress report that celebrates growth, highlights achievements, and notes the skills we will continue to strengthen. During the final week of the term, the coach will walk through the entire report with you in one of your child’s scheduled sessions, so you have a clear picture of their progress and next steps.

Billing Information & Inquiries

If you have not enrolled in a package, we will bill your credit card on file every other week and email you a paid invoice for your records. Packages are billed in accordance with the terms of the package.

For any billing questions or concerns, please reach out to our accounting team at accounting@illuminos.co. Coaches and tutors cannot discuss billing matters. Any rate changes will be notified in advance in the notes section of your invoice.

Questions

If you have any questions or concerns about your coach, please reach out to us directly at parentsupport@illuminos.co.