Clear information for
Ivy High families.

Privacy notice

Ivy High provides online education and related services. For questions about how personal information is handled, email hello@ivyhigh.co.uk.

What information we use

When families enquire, enrol or use our services, we may handle parent and student names, contact details, year groups, selected subjects, enrolment and billing records, attendance, coursework, assessment results, teacher feedback, messages and account activity. We may also receive information families choose to share about learning support or safeguarding needs. Please only share sensitive information through an appropriate secure channel.

How we use information

We use information to respond to enquiries, arrange consultations, administer enrolment and payments, deliver lessons, support learning, communicate with families, operate and secure accounts, and address safeguarding and legal responsibilities. Depending on the activity, the relevant lawful basis may be performance of a contract with a parent, compliance with a legal obligation, a legitimate interest assessed with particular care for children, or consent where required. Additional legal conditions apply to sensitive information. We do not treat consent to optional advertising cookies as consent to process educational records.

Who receives information

Information may be accessible to authorised Ivy High staff and teachers and to providers supporting website hosting, accounts, learning systems, scheduling, payments and communications, only as needed for their roles. Our services currently include technology provided by Stripe, Calendly and Google where relevant. Providers may process information outside the UK; where applicable, international transfers require appropriate safeguards.

Keeping information and your rights

We keep personal information only for as long as needed for its purpose and any applicable legal or safeguarding obligations. Different records have different retention requirements. Under UK data protection law, you may have rights to access, correct, erase, restrict or object to certain uses of your information, and to data portability in applicable circumstances. You may withdraw consent where consent is the basis used. To make a request, contact hello@ivyhigh.co.uk. You can also complain to the Information Commissioner's Office (ICO).

Information for students

We use your details so you can join lessons, receive feedback and get support. Teachers and authorised staff can see the information they need to help you learn and keep you safe. You can ask us what information we hold about you or tell us if something is wrong by contacting Ivy High with help from a trusted adult if you wish.

Cookies and advertising measurement

Ivy High uses essential website technologies for functionality such as security and sign-in. On the public website, we ask for permission before loading optional Google Ads measurement technology. If you accept, Google Ads may use cookies and similar technologies to help us measure whether visitors book a consultation through our embedded Calendly calendar. We do not load the Google Ads tag when optional cookies are rejected.

Your choice is saved in your browser using local storage under the name ivyhigh-cookie-consent-v1. You can withdraw or change your choice at any time using the Cookie settings button on the website. Refusing optional cookies does not prevent you from using the website or booking a consultation.

Google Ads is provided by Google and consultation scheduling by Calendly. Calendly operates its embedded booking service independently and may use its own necessary storage or other technologies; please review Calendly\u2019s information when using that booking service. We review our use of cookies and similar technologies when website features or providers change.

Terms & conditions

These terms explain the general conditions for using Ivy High's website and education platform. The package, start date, payment schedule, minimum commitment and any additional enrolment terms shown to the parent at checkout form part of the agreement. Parents should read those details before confirming payment.

Our educational service

Package content and subject choices are described on our Fees page. Lesson schedules, teaching staff and platform features may change where reasonably necessary. We will communicate material changes to affected families. Ivy High provides online teaching and learning support; parents remain responsible for any home-education duties that apply to their circumstances.

Changing packages

Parents may request an upgrade to a higher-tier educational package during the academic year. Where the requested package and subjects are available, an upgrade may take effect immediately, with any additional fees and the revised payment schedule confirmed before the change is made. Downgrades normally take effect from the beginning of the next half-term, following Ivy High's published academic calendar. If the requested half-term has already begun, the downgrade takes effect at the start of the following half-term instead. Requests to change optional subjects normally take effect at the start of the next half-term, subject to subject availability, timetable compatibility and confirmation by Ivy High. If a request is made after a half-term has started, the subject change takes effect no earlier than the beginning of the following half-term. Package and subject changes are subject to availability, the applicable enrolment terms and statutory consumer rights. Please contact admissions@ivyhigh.co.uk to request a change.

Cancelled live lessons

Ivy High packages are educational programmes, not purchases of individual lessons. Fees cover the overall package of teaching, learning resources, platform access and support described at enrolment, rather than a separate price for each scheduled lesson. If Ivy High needs to cancel a live lesson, we will aim to notify affected families promptly and provide a replacement lesson or another suitable learning arrangement. An individual timetable change does not automatically result in a per-lesson refund. However, if Ivy High fails to deliver the educational package with reasonable care and skill or as agreed, parents retain their statutory rights to appropriate remedies, which may include a price reduction or refund in relevant circumstances.

Student absence and missed lessons

Fees are charged for the educational package rather than individual lessons. If a student misses a scheduled live lesson because of illness, a family holiday or personal circumstances, the package fee remains unchanged and the missed lesson does not automatically qualify for a refund. Where a suitable lesson recording is available and can appropriately be shared, the student may access it through the Ivy High platform to catch up. Recordings are not guaranteed for every session. This does not affect statutory rights where Ivy High has failed to provide the agreed service.

Extended absences

Where a student is absent for an extended period, including because of illness, the normal educational package fees continue to apply while enrolment remains active. Families should contact admissions@ivyhigh.co.uk if exceptional circumstances affect participation or payment. Ivy High may consider temporary payment arrangements or other reasonable support on a case-by-case basis, without guaranteeing a fee reduction or waiver. This does not affect statutory rights or any reasonable adjustments required by law.

Accounts and participation

Parents should provide accurate enrolment information and keep contact details current. Students and families must use the platform respectfully, protect login credentials and follow reasonable safeguarding and conduct instructions. Lesson materials and recordings are for authorised educational use and must not be redistributed without permission.

Student conduct and disciplinary action

Students must treat teachers and other students respectfully and follow reasonable classroom, platform and safeguarding rules. Where behaviour is inappropriate, Ivy High may take proportionate steps such as a warning, restricting chat or other participation features, or temporarily suspending participation in live lessons. Serious misconduct or repeated breaches may result in termination of enrolment following a fair review, with an opportunity for the parent and student to respond where appropriate. Decisions will consider the student's age, individual needs, any disability-related reasonable adjustments, safeguarding duties and the circumstances of the incident. Ivy High will communicate significant decisions and any applicable financial consequences to the parent in writing. Nothing in this section removes statutory rights.

Fees following disciplinary termination

If Ivy High terminates a student's enrolment following serious misconduct, we will review the final account fairly. Charges for the current half-term may be retained where reasonable and lawful, taking account of services provided, the circumstances of termination and any costs reasonably incurred. Payments already collected for future half-terms that have not begun will normally be refunded. We will confirm the final balance and any refund in writing. Nothing in this provision permits a disproportionate penalty or limits statutory consumer rights.

Fees and service issues

Parents will see the package price, payment timing and contractual commitment before purchasing. A monthly instalment does not necessarily mean a month-to-month contract. If a monthly payment fails, Ivy High will email the responsible payer with a reminder and provide seven calendar days to resolve the missed payment. If payment remains outstanding after that period, Ivy High may temporarily suspend access to lessons and the learning platform after considering the circumstances, safeguarding responsibilities and applicable consumer law. We will notify the parent by email before any suspension and explain how access can be restored. Once the outstanding payment is confirmed, access to lessons and the learning platform will be restored promptly, without a reinstatement fee. Suspension does not remove statutory rights or automatically terminate enrolment. If a payment remains unpaid for 30 calendar days after its due date, Ivy High may terminate the enrolment after sending a final email warning and allowing a reasonable opportunity to resolve the debt. Before termination, we will consider any relevant safeguarding, accessibility or exceptional circumstances. We will confirm the termination date and any lawfully outstanding charges by email; termination does not permit unfair charges or override statutory consumer rights. Please contact us promptly if the service is not provided as agreed. Nothing in these terms removes statutory consumer rights or excludes liability where doing so would be unlawful.

Contact

Questions about enrolment or these terms can be sent to hello@ivyhigh.co.uk.

Cancellation and refunds

Ivy High offers packages with different commitments. The selected package, total price, minimum contract period, instalment amounts and dates, and any notice requirements must be shown before a parent agrees to pay. Paying monthly does not by itself change an annual commitment into a rolling monthly contract.

How to request cancellation

To request cancellation, email admissions@ivyhigh.co.uk from the registered parent or payer email address, identifying the student's account and requested end date. We will acknowledge the request by email and send written confirmation to the registered parent or payer email address, stating the effective cancellation date, the final amount payable or any refund due, and the date the student's platform and lesson access will end. Do not include sensitive student information in an ordinary email.

Cooling-off rights

Where the UK distance-selling cancellation rules apply, parents will generally have 14 days from entering a service contract to cancel without giving a reason. If a parent expressly requests lessons to begin during that period, a lawful proportionate charge may apply for services already provided. Any required consent, cancellation information and confirmation must be provided through the enrolment process. Exceptions and statutory rights depend on the circumstances.

Access through the paid half-term

When an enrolment ends, the student can continue accessing the lessons and educational services included in their package until the end of the half-term covered by their final payment, unless access must lawfully be restricted for safeguarding or another serious reason. Half-term periods follow Ivy High's published academic calendar and include any scheduled school holidays within those dates. Holidays are part of the published period; they do not mean live lessons are provided during school closures.

After the cooling-off period

After any applicable statutory cooling-off period, parents may request cancellation by giving at least 30 days' written notice. Cancellation takes effect at the end of the current half-term if at least 30 days' notice is received before that half-term ends. If fewer than 30 days remain, cancellation takes effect at the end of the following half-term. Half-term boundaries follow Ivy High's published academic calendar. Annual-package early exits are subject to a recalculation using the applicable Half-Term Flex rate for the chargeable half-terms, less amounts already paid; parents are not automatically charged for the entire remaining year. Half-Term Flex enrolments remain payable through their effective cancellation date without an additional rate adjustment. These arrangements are subject to statutory rights and any legally required exceptions. We will not impose an undisclosed cancellation fee. Where a refund is due by law or under the applicable agreement, Ivy High will arrange it using an appropriate payment method.

For help or to raise a dispute about a payment, contact admissions@ivyhigh.co.uk.

Complaints procedure

We welcome concerns from parents, guardians and students. Please first email hello@ivyhigh.co.uk with a brief description of the issue, the outcome you would like and a safe way to contact you. We will aim to acknowledge a complaint within three working days and provide a substantive response within ten working days. If more time is needed, we will explain why and give an updated timeframe.

If you are unhappy with the initial response, reply asking for the complaint to be reviewed by someone not involved in the original decision where practicable. We will explain the outcome and any next steps in writing. These targets are service aims rather than a restriction on your legal rights.

For urgent safety concerns, do not wait for this process: see our Safeguarding page and contact the relevant emergency or safeguarding services when appropriate.