Packages are non-refundable once purchased. If for any reason there are additional hours left at the end of a season, hours can be applied toward ongoing academic support, another student, or any other purpose that suits the family’s educational needs. Registration/payment must be completed before scheduling a session. We ask that you do not solicit UP specialists for any outside services. If you have a question about an additional service and would like to request your specialist, please contact UP directly. UP claims no legal responsibility for any injury or other event that occurs during a session. Specialists are expected to be prompt and keep re-schedules to a minimum to honor your schedule. We ask that you do the same to honor the specialist’s schedule. If you have an issue with a specialist being late or rescheduling, contact UP so that this can be addressed immediately. If you cancel a session within 24 hours of the session, half of the session time will be deducted from your package. If you cancel a session within 2 hours of start time, the full session time will be deducted from your package. These cancellation policies apply whether the session is cancelled by a parent/family member or a student. We ask that you keep your conversations with your specialist within the designated session time and that you keep text or email communications to a minimum. Any additional questions can be directed to UP via email or phone. If ANY issues arise with the specialist or customer experience at any point along the way, be in contact with UP immediately. Your complete satisfaction is very important to us, and we are happy to help navigate any concerns or challenges. By checking the box below I acknowledge that I have read the Unlocking Potential Policies and agree to follow said policies.