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Terms and Conditions

Agreement for families and commissioning organisations

version 1.0 | 15 October 2026

Owner: Joe Maingot | Business: Mango Learn | Contact: joe@mangolearn.co.uk | Address: 24 Cherry Garden Road, Maldon, CM9 6ET

1. About Mango Learn

Mango Learn is the trading name of Joe Maingot, a sole trader based in Maldon, Essex. Contact: joe@mangolearn.co.uk Tel: 07900 914 244 Address: 24 Cherry Garden Road, Maldon, CM9 6ET

These Terms apply to private services booked by a parent/carer or adult client. Where a school, local authority or other organisation commissions services, a separate written agreement may amend or replace the relevant terms.

2. What the service provides

Mango Learn offers bespoke educational mentoring and tutoring for neurodivergent young people, generally aged 10–18, online through Microsoft Teams and face to face. Support may include learning, English, GCSE preparation, study skills, organisation, confidence, motivation, independence and agreed life-skills activities.

The service is educational mentoring and tutoring. It is not psychotherapy, counselling, medical treatment, diagnosis, crisis support, childcare or a guarantee of a particular educational outcome. Joe will work within his competence and may recommend that a family seeks support from another suitably qualified professional where needs fall outside the service.

3. Services and prices

For Parents

• Initial Learning & Mentoring Assessment: £75.
• Bespoke 60-minute session: £60.
• 90-minute extended session: £90.
• Bronze package: £235 — four 60-minute sessions, followed by a 10-minute progress discussion.
• Silver package: £275 — four 60-minute sessions, a final 10-minute discussion and a written progress report.
• Gold package: £450 — four 60-minute sessions, brief written feedback after each session, a final 20-minute discussion and a detailed written report.
• School and professional consultation: £60 per hour, unless a written commissioning agreement states otherwise.

For Schools

Prices are in pounds sterling. For face-to-face provision, travel within a 10-mile radius of Mango Learn's base in Maldon is included in the session fee. Beyond that radius a mileage charge of 45p per mile applies to the return journey, calculated after deducting the first 10 miles of each one-way journey. Any other additional travel, admission, materials or other costs will be agreed in advance. No extra charge will be made without prior agreement.

4. Enquiries, assessment and booking

An initial conversation is not a commitment to book. A booking is confirmed when the service, date/time, format, fee and payment arrangements have been agreed in writing. Before support begins, the parent/carer and Joe will discuss relevant needs, goals, practical arrangements, consent, safeguarding and communication.

The young person's views will be sought and taken seriously. Joe may adapt, pause or change an activity where it is causing unmanageable anxiety or is not appropriate. The young person is encouraged to take part in agreeing goals and how sessions work.

5. Consent and authority

The person booking must confirm that they have authority to arrange the service and provide relevant information and permissions. Where parents share parental responsibility or there is a court order or other restriction relevant to decisions, the booking adult must tell Joe about it. Joe may request clarification before beginning or continuing support.

Parental consent does not remove the need to respect the young person's views, privacy, capacity and welfare. Joe will explain the service to the young person in an age-appropriate way and seek their participation and agreement wherever possible.

6. Session arrangements and adult presence

Sessions may take place online through Microsoft Teams or face to face at the young person's home or another location agreed in advance.

For sessions in the family home, a parent or responsible adult agreed in advance must be present in the house throughout the session. They do not need to sit in the room, but must be available if needed. If the agreed adult is not present, the session may be postponed or cancelled and the parties will discuss any fee fairly in light of the circumstances.

For online sessions, the parent/responsible adult must be in the home and contactable throughout, unless a different arrangement has been agreed in writing with the family and, where relevant, the commissioning school. The family is responsible for ensuring suitable access to Teams, a reasonably private space and a device/internet connection. If technical problems prevent a meaningful session, Joe will make reasonable efforts to reconnect or agree an alternative.

Sessions in a park, on a walk or on a trip require advance agreement and permission. The parent/responsible adult need not accompany Joe and the young person, but must remain contactable. The parties will agree the activity, destination, timings, emergency arrangements and any costs in advance. Joe will not transport a young person by car unless separate written permission, a risk assessment and suitable insurance have been confirmed.

7. Therapy dog

Maïka, Joe's therapy dog, may attend a session only where this has been agreed in advance. Please tell Joe about allergies, fears, sensory concerns or other reasons the dog should not attend. The young person is never required to interact with Maïka.

8. Fees and payment

The fee will be confirmed when booking. Payment is in advance by bank transfer. Packages should be paid for in advance and are intended for the sessions and review/report specified in the package description.

Where a school or organisation commissions the work, invoices, purchase orders, payment deadlines and any cancellation terms will be set out in the commissioning agreement. The family is not responsible for a school's invoice unless the family separately agrees in writing to pay.

9. Cancellations, rearrangements and missed sessions

Mango Learn aims to be flexible and recognises that illness, anxiety, disability-related needs and family circumstances can affect attendance. Please give as much notice as possible if a session needs to change. Contact: joe@mangolearn.co.uk Tel: 07900 914 244 Address: 24 Cherry Garden Road, Maldon, CM9 6ET.

The cancellation and rearrangement for each booking will be confirmed in writing. Where 24 hours’ notice is given, Joe will try to rearrange without charge; where very short notice or a missed session creates a significant lost appointment, Joe will discuss the circumstances and any fair charge with the family before applying it. No charge will be applied automatically without a clearly agreed term.

If Joe must cancel, he will offer an alternative time but will refund any prepaid fee for the cancelled session if it cannot be rearranged. However, if a young person is unable to participate because of distress or an unexpected support need, Joe will consider the circumstances compassionately and agree next steps with the parent/carer.

10. Consumer cancellation rights

Where a parent or individual books as a consumer at a distance (for example by email or online) or away from Joe's business premises, statutory cancellation rights may apply, including a 14-day cancellation period for many service contracts. The exact rights and exceptions depend on how and when the contract is made.

If the customer asks for the service to begin during a statutory cancellation period, Mango Learn will obtain any legally required express request and provide the required information. If the customer then cancels, payment may be due for services already supplied where the legal conditions are met. The customer will be given any required cancellation instructions and model cancellation form before being bound by the contract.

This clause does not remove any statutory consumer rights. Before accepting online or off-premises bookings, Joe should ensure the booking process provides the required pre-contract information and cancellation form.

11. Packages, reports and expiry

Package contents are as described in the price list or in a written proposal. A report reflects the work undertaken and information available; it is not a clinical assessment, diagnosis or guarantee of future outcomes.

Package session scheduling will be agreed in writing before purchase. The expiry date of the package is six months after the beginning of the agreement. If a package is ended early, any refund will be calculated fairly, taking account of sessions delivered and any legally applicable cancellation rights.

12. Working with schools and Section 19 arrangements

Where a school, local authority or other public body commissions support, the parties will agree a written service specification before work begins. This should identify the commissioning body and its authority to commission the work, the young person's status and objectives, session frequency and location, reporting requirements, safeguarding contacts, information-sharing arrangements, risk assessment responsibilities, invoicing, cancellations, insurance requirements and any specific contract terms.

A reference to Section 19 usually concerns the local authority's duty under section 19 of the Education Act 1996 to arrange suitable education for certain children who would otherwise not receive it. Mango Learn does not itself determine whether a local authority's statutory duty is met. The commissioning body remains responsible for its statutory decisions and for confirming the scope and authority of the commission.

If a school contract conflicts with these Terms, the signed school/commissioning agreement will take precedence for the work it covers. The school must provide any relevant safeguarding and reporting procedures before delivery.

13. Communication, progress and confidentiality

Joe will agree with the family how and when progress updates are provided. For private clients, information will not routinely be shared with a school or another professional without an appropriate permission or other lawful basis. For school-commissioned work, information will be shared as set out in the written agreement and applicable law.

Confidentiality is not absolute. Information may be shared where required by law or where there is a safeguarding concern or serious risk. Please read the Mango Learn Privacy Notice and Safeguarding Policy.

14. Parent/carer responsibilities

• Provide accurate and relevant information needed for safe, appropriate support, and update Joe about material changes.
• Ensure the agreed adult-presence and emergency-contact arrangements are followed.
• Support the young person's access to the agreed session and provide any necessary permissions for outings or activities.
• Treat Joe respectfully and communicate concerns or changes as early as possible.
• Pay agreed fees and any previously authorised additional costs by the agreed deadline.

15. Health, safety and reasonable adjustments

Please tell Joe about relevant access, communication, sensory, mobility or safety needs. Joe will consider reasonable adjustments and will seek to make sessions accessible and respectful. If an activity cannot be delivered safely with the arrangements available, Joe may pause, adapt or decline that activity and discuss alternatives.

16. Complaints

If you are unhappy with any part of the service, please contact Joe at joe@mangolearn.co.uk. Joe will acknowledge the complaint within three days and aim to respond fully within seven days, explaining any next steps. Safeguarding concerns will be dealt with under the Safeguarding Policy and will not be delayed by the ordinary complaints process.

17. Insurance, liability and professional boundaries

Joe will arrange and maintain insurance appropriate to the services and activities actually provided before commencing those activities.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any consumer rights that cannot legally be excluded. Subject to those limits, Joe will take reasonable care in delivering the service but cannot guarantee a particular academic, behavioural or personal outcome.

18. Ending the service

Either party may propose ending support by giving reasonable notice and discussing any outstanding sessions, fees, reports and handover needs. Joe may suspend or end support if it cannot be delivered safely, falls outside his competence, the agreed adult-presence or safeguarding arrangements are not followed, fees remain unpaid after reasonable reminders, or the working relationship is no longer appropriate. Where practicable, Joe will explain the reason and suggest appropriate next steps.

Any refund will be handled fairly and in accordance with the contract and applicable law. Ending support does not affect safeguarding or data-protection obligations.

19. Changes to these Terms

Changes will be communicated in writing and will apply to future bookings unless both parties agree otherwise. A material change to an existing contract must be expressly agreed where required by law.

20. Governing law

These Terms are governed by the law of England and Wales. This does not deprive a consumer of any mandatory rights that apply under the law.

21. Acceptance

By confirming a booking, the customer confirms that they have been given access to these Terms, the Privacy Notice and Safeguarding Policy, have had an opportunity to ask questions, and agree to the arrangements applicable to the booking. For children and young people, the booking adult must also confirm appropriate authority and consent.