Billing

Why am I being charged so often?

During the onboarding process, there are multiple charges, including the assessment fee, registration deposit, and the balance for your lesson package. Depending on the package you select, payments may be made in one full payment or split into four monthly installments. If you’d like a detailed payment schedule, please email [email protected].

 

Can I split my payments further?

Our lesson package payments are pre-scheduled, but if you’d like to modify or split your payments further, please contact our Billing Department to discuss available options. Please note that terms and conditions apply, and our Billing Team will review them with you accordingly.

 

Why does it look like I’ve been double-charged?

At the start of your journey with us, you will see several transactions:

● Assessment Fee: Processed on the day of your assessment.

● Registration Deposit: Processed upon receiving your signed agreement.

● Remaining Package Balance: Processed after confirming your schedule.

For long-term packages, the first of four monthly installments will also be processed at this time.

 

Can I pay by e-transfer?

Yes, e-transfers can be sent to [email protected]. However, we still require a valid credit card on file, per our policy.

 

Why is my credit card being charged when I want to pay by e-transfer?

Clients must ensure each installment is paid before the processing date each month, otherwise, the system will automatically try to take the payment from the credit card number that we have on file.

 

Can I get a refund if my child isn’t engaged or doesn’t want to attend lessons?

No. We understand that buy-in can be challenging. Our Associate Director of Education (ADE) is here to help match your child with the right teacher, not only academically but also personality-wise. After the first lesson, we’ll follow up to gather your feedback and make adjustments if necessary. However, refunds are not provided, and all lesson packages are final.

 

Where can I find my invoices?

Invoices are emailed to you after each payment is processed. These come directly from QuickBooks Online (QBO). You can search your inbox for “Invoice – Ruth Rumack’s Learning Space” to locate them. If you’re unable to find an invoice, email us at [email protected], and we’ll resend it.

Renewals and Lesson Hours

Where can I find my renewal date?

Your renewal date is listed in your RRLS Schedule, a shared Google Sheet outlining all lesson dates. The renewal date is scheduled three lessons before the end of your current package to allow time for planning.

 

What happens if we don’t use all lesson hours before the school year ends, and we’re not attending lessons in the summer?

Unused hours remain on your account and can be used when you return in September. If there’s a delay in returning, the remaining hours will be converted to a monetary credit valid for two years. Credits can also be transferred to a sibling or applied to other RRLS services.

 

Can I share a lesson package between my children?

No. Lesson packages cannot be shared as per our policy.

 

Can I cancel lessons?

To reschedule a lesson, please review our Attendance and Rescheduling Policy.

 

Can I change my mind about using a Banked Lesson and reschedule it instead?

Unfortunately, once a Banked Lesson is set, its status cannot be changed.

 

Can I get a refund?

No. All lesson packages are final. Unused hours are converted into a credit valid for two years. These credits can be transferred to a sibling or applied to any RRLS service.

 

Can I Stop or Pause My Lessons? What Happens to My Payments?

If you choose to stop or pause your lessons, your scheduled lesson date and time will be released, and we cannot guarantee that the same date, time, or teacher will be available upon your return. However, we will do our best to accommodate your needs and find a suitable solution. To ensure a smooth process, please communicate your decision with both our Client Services team and our Intake Coordinator so we can take the necessary steps.

Payment Options:

1. Continue Payments: Any unused lesson hours will remain on your account. If they are not used within six months, they will be converted into a monetary credit, which can be applied to future lessons for up to two years.

2. Discontinue Payments: If you choose to stop payments, our Billing Department will review your account and provide you with a detailed statement.

 

How Do I Cancel My Package?

If you wish to cancel your package, please notify us in writing by contacting either your ADE or the Client Services Team. Once we receive your request, we will inform your teacher and release your scheduled lesson time(s). 

Our Billing Department will then review your account and follow up with you to confirm any details related to payments.

 

What Should I Do with My Renewal Email?

Our policy is to renew lesson packages when three lessons remain in the current package. This ensures structured planning for teacher scheduling, staffing, and business operations.

You will receive a renewal email notifying you of the renewal date and the amount to be processed.

● If you wish to continue your lessons, no action is needed. Your package will be renewed automatically to ensure lesson continuity.

● If you would like to upgrade or downgrade your package, simply reply to the renewal email with your request, and we will adjust your account accordingly.

● If you do not wish to renew, please respond to the renewal email. A Client Services Team member will follow up with next steps, including confirmation of your final lesson date.