FAMILY 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 all 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 contact 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

Your coach will provide a monthly summary report on the 5th of each month via email, detailing Contact._StudentNickname’s progress in the program, at school, and towards achieving defined goals. You are always welcome to reach out to your coach directly with any questions.

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 an invoice for your records. Packages are billed up-front upon enrollment.

For any billing questions or concerns, please contact 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 contact me directly or email parentsupport@illuminos.co.