Coaching additional terms and conditions

Coaching: Additional terms and conditions

Please take a few moments to read these terms and conditions in regards to the use of DoodleCoaching. These terms and conditions are specific to DoodleCoaching and are in addition to our existing terms and conditions in place for the use of DoodleMaths and DoodleEnglish.

DoodleCoaching (“the Service”) is provided by EZ Education Limited (“the Company”). By using this service and you will be bound by these Terms and Conditions, the Company’s Privacy Policy (“Privacy Policy”), and any other policies listed below.  If you do not agree to these Terms and Conditions you must not use this service.  

Last updated: 1st September 2021
Company Name: EZ Education Ltd.

Company Registration Number: 08038218

Registered office address: 8 Palace Yard Mews, Bath, BA1 2NH

General

  1. Prior to signing up, parents/guardians of children attending DoodleCoaching will have read and understood the additional Coaching policies on:
    a. Safeguarding
    b. Behaviour and online safety
    c. Equal opportunities 
    d. Disabilities, special educational needs and additional needs
    e. Reporting incidents
     

  2. Parents/guardians of children attending DoodleCoaching consent to their child’s participation in online group coaching sessions through enrolment to DoodleCoaching.
     

  3. Whilst allowing children to Parents/guardians must be present and within earshot of their child for the duration of the Coaching session.
     

  4. Parents/guardians of children attending DoodleCoaching acknowledge that for safeguarding purposes, all sessions are recorded, and Parents/guardians of children attending DoodleCoaching consent to this. We use Twilio, a third-party integration, to create rooms for each Coaching session, and to record the session. Twilio video recordings and compositions are stored in encrypted volumes and are only transferred to the Internet under strong cryptographic protection.

Communications

  • A parent/guardian will be requested to attend a call to discuss a child’s needs with a member of the coaching staff at the time of registration.
     

  • Parents/guardians will share any specific needs of the child attending the coaching sessions with the relevant coaching staff, and will keep staff updated should anything change throughout the Coaching agreement.
     

  • A review meeting between the coach/super coach and the parents/guardians will be available at times throughout the academic year. 

  • Parents/guardians agree that they will support DoodleCoaching staff in requiring children to adhere to a behaviour policy which is aimed at supporting all members attending sessions.
     

  • Should a member of the Coaching staff request any additional meetings with the parent/guardian, the parent/guardian agrees to attend these.
     

  • Should a parent/guardian wish to request an additional meeting, this should be directed to coaching@doodlelearning.com rather than the coach.

Safety

  1. Coaching sessions can only be accessed via the parent dashboard, five minutes before the allotted start time for your child. Parents/guardians agree never to share the login credentials to the Parent Dashboard.
     

  2. To register to become a Member you must provide the Company with information about you via the Company’s registration form. The Company’s use of this information is set out in the Company’s Privacy Policy.
     

  3. The welfare of the child is paramount and as such, our staff will ensure that all suspicions and allegations of abuse will be taken seriously and responded to swiftly and appropriately. Parents/guardians agree that they will support members of the Coaching staff with their queries and understand that all parties are acting in the best interests of the child/ren.
     

  4. Parents/guardians will not ask Coaches to share personal contact details including contact numbers, address or social media links and agree that they will not try to contact any member of the Coaching staff in any way other than the agreed methods of communication.
     

  5. Parents/guardians will not arrange to contact or meet any member of the Coaching staff or another child or family met through the Coaching sessions outside of an authorised session in person or online, whether professionally or personally. 
     

  6. Parents/guardians are not permitted to take photographs, videos, voice recordings or any other form of digital recording during the Coaching session unless it is of their own child, and no other children feature in the background.
     

  7. If parents/guardians wish to take photographs, videos, voice recordings or any other form of digital recording of their own child during the Coaching session, they agree to only use these for personal use. 
     

  8. Parents/guardians agree that, after giving consent to DoodleLearning to use an image or recording of a session for training or marketing purposes, the Company may use the image or recording for the purpose specified until consent is withdrawn.
     

  9. Our full Behaviour and Online Safety policy can be found here

Behaviour and support

In order for all members of the Coaching session to benefit, children will be expected to adhere to a behaviour policy. Parents agree to:
 

  1. Support their children to participate appropriately and safely, to mitigate the risks associated with online learning.
     

  2. Be present in the room to ensure their child is supervised, but allow their child to participate independently.
     

  3. Always be responsible for the welfare of their child whilst undertaking online sessions.
     

  4. Monitor their use of other sites and platforms and ensure no other tabs or windows are open or in use during the session.
     

  5. Ensure their child is undertaking sessions in a safe and suitable environment, and is dressed appropriately and ready to learn.
     

  6. Report any concerns they have regarding their child’s participation in online sessions with DoodleLearning staff.
     

  7. Treat DoodleLearning staff with fairness and respect at all times and ensure that children also adhere to this.
     

  8. Report any inappropriate or illegal behaviour by other members in group sessions or staff centrally to DoodleLearning immediately, in accordance with the procedure outlined in our Complaints or Communications section of these terms and conditions.
     

  9. Only respond to communications via official DoodleLearning channels using their own email accounts (not child’s), and report any concerns of unauthorised contact from Coaching staff centrally to DoodleLearning immediately.
     

  10. Understand that any child/family member behaving disruptively during an online session, including making inappropriate comments or gestures, will be removed from the call immediately and appropriate action will be taken in line with our Safeguarding and Guidelines for Managing Children Policies. Behaviour such as threats or harassment of others, hate speech, threats of violence and posting personal information will not be tolerated.
     

  11. Support their child in understanding their responsibilities during online sessions as outlined in the behaviour policy found here.

Payments

  1. DoodleCoaching subscriptions cost £59 per child per month. Children will need an existing subscription to our software, DoodleMaths, whether this is paid for through home, school or any other means.
     

  2. You can pay Coaching subscription fees by any credit or debit card card via the parent dashboard. Your payment details will be encrypted to minimise the possibility of unauthorised access or disclosure – storage of encrypted credit cards will be handled by our PCI level 1 compliant payment service provider Stripe.com. The Company will only be able to see the last 4 digits of the card number, the card type and the expiry date. At the time of registration, you will be asked to provide credit card details. In the event that the Company is unable at any time to obtain payment of any charges, the Company may restrict your child’s attendance to their Coaching session until it has received settlement in full.
     

  3. You will be charged in advance of your payment period until your coaching subscription is cancelled (for cancellation details see “Termination” below) together with additional transaction based charges. Charges are expressed in GBP. Your membership period begins on the date on which you register for the Service and finishes on the day before that calendar date the following month.
     

  4. Your subscription will auto-renew on the same day of every month.

Termination

  1. You can terminate your subscription to our service at any time by notifying a support agent using the green chat button on any page on the DoodleLearning website.
     

  2. Upon cancellation, your child will be entitled to attend any remaining sessions within the subscription period that have been paid for in advance. The Company is unable to provide refunds or partial refunds for any remaining sessions

Money-back guarantee

  1. DoodleCoaching is covered by a 30-day money-back guarantee. If, for any reason, you are dissatisfied with our Service or decide it is not working for your child, please contact us in writing within the first 30 days of your initial subscription and we will happily refund your first payment.
     

  2. This Guarantee only applies to the first 30 days of your child’s subscription.

Attendance

  1. Whilst the Company will endeavour to notify parents/guardians of each upcoming Coaching session, it remains the responsibility of the parent/guardian to ensure the attendance of their child.

  2. Children are expected to log on five minutes before the start of their Coaching session, and be available for up to five minutes after any session. 
     

  3. If a child misses a Coaching session for any reason, the Company is unable to provide an alternative session, and nor is it able to provide a refund.

Complaints​

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  1. Should any parent/guardian feel at any time that they have reason for complaint or concern regarding the quality of service provision, in the first instance they should notify a support agent using the green chat button on any page on the DoodleLearning website.
     

  2. If they are still not satisfied, or if they would prefer not to discuss their concerns with a support agent, they should contact DoodleLearning’s Coaching team on coaching@doodlelearning.com, who will then be able to investigate the matter and escalate it to the relevant member of staff.

Equal opportunity policy

Doodle Learning was founded to bring educational opportunities and benefits to as many children as possible. 

It is essential to us that we serve a diverse mix of children and in particular: 

• a balance of both sexes 
• a diversity of racial and cultural backgrounds 
• children of all abilities 
• disabled children, and those with special additional or special educational needs 

We are able to achieve these goals because our product treats every child as an individual, builds the child’s confidence and improves their ability in Maths and English.  By developing these key areas, we believe that every child can gain the confidence and skills required to unlock their potential.

Disabilities, special educational and additional needs policy

  • Doodle Learning was founded to bring educational opportunities and benefits to as many children as possible, including disabled children, children with special additional and special educational needs.

  • Doodle Learning aims to treat all children with equal concern, as individuals, with diverse needs, likes and dislikes. 

  • Our service has much to offer all children, irrespective of ability

  • To ensure that children with additional needs are able to benefit from our service:

  • We take time to discuss a child’s needs with the parent/guardian at the time of registration.

  • We regularly review children’s progress and adapt their programme as necessary.

  • The child’s progress records will be visible to parents/guardians at any time through the Parent Dashboard

  • Feedback from sessions will be sent to the parent/guardian

  • A review meeting with the parents/guardians will be available at three occasions throughout the academic year

  • Parents/guardians are able to book a call with our Coaching team to discuss specific needs

  • Our staff are encouraged to be aware of disability issues, special educational and additional needs, and complete SEND training on developing inclusive practice.

  • All information provided by a parent/guardian will remain confidential, and only shared with the minimum necessary members of staff.

Safeguarding policy and procedures

DoodleLearning is committed to protecting all adults and children from any form of abuse and expects anyone who works within the organisation to share this commitment.


You can find a copy of our full Safeguarding Policy here.


The following precautions will be in place to specifically protect all children and their families in the Coaching programme:

 

  • Establish and maintain an environment where children feel secure, encouraged to talk, and are listened to.

  • Promote a positive and supportive environment where the children are instilled with a sense of self-worth and being valued.

  • Adhere to a  behaviour policy which is aimed at supporting all members attending sessions. The coach will ensure that all members know that some behaviour is unacceptable, but that they are still valued.

  • Our staff will uphold the assertion that all children, whatever their age, culture, socio-economic background, ability, language, religious beliefs, racial origins, disability, gender and/or sexual identity have the right to protection from abuse

  • The welfare of the child is paramount and as such, our staff will ensure that all suspicions and allegations of abuse will be taken seriously and responded to swiftly and appropriately.

  • All staff have a responsibility to report concerns to the appropriate Safeguarding Officer as soon as possible.

  • All staff working directly with children, their suitability for working with children will have been verified during our recruitment procedure and subsequent, ongoing training and performance review.  All our staff have full, updated Enhanced DBS certificates and Safeguarding training through the NSPCC.

  • A written report of any incident that occurs within a coaching session will be submitted by the coach and reviewed by a supervisor, or the Designated Safeguarding Officer, if appropriate.

  • All children should be treated equally, and with respect and dignity. DoodleLearning will take positive action to eliminate discrimination against any person or group of people. Staff should ensure that children are protected from discrimination on any grounds, including ability and challenge discriminating comments and behaviour. Staff should promote positive attitudes towards differences.

  • Coaches should be an excellent role model for the children in their sessions and should conduct themselves in a manner that provides a good example for the participants.

  • Coaches should give enthusiastic and constructive feedback rather than negative criticism

  • Coaches will not share personal contact details including: contact numbers, address or social media links.

  • Coaches will not arrange to contact or meet a child or family outside of an authorised session in person or online whether professionally or personally. 

  • Coaches will not take a personal phone call, or use their personal phone when working with a child or running a session 

  • Coaches will not take or share a photo or screenshot of children/their families

  • Coaches will not take a voice or video recording for any purpose without written permission from parent/guardian before recording commences 

  • Coaches will not store photos, videos or recordings from Coaching sessions on a personal device.

  • If DoodleLearning wishes to use an image or recording of a member, written consent will be obtained in advance from parents/guardians via an online permission form. Parents/guardians will be made aware of when, where and how the images may be used in order to give their informed consent. This includes information regarding use of images e.g. in print, multimedia, broadcast; for what purpose e.g. promotion, publicity, evaluation, audit, review; and where possible an indication of who the audience will be e.g. the general public, the participating children and their families, other organisations and institutions. DoodleLearning will never disclose the full name or other personal details of the child without the parent/guardian’s separate written consent.

  • Parents/guardians are not permitted to take photographs or videos during the Coaching session unless it is of their own child, and no other children feature in the background.

Online safety and behaviour policy and procedures

This policy has been created in order to protect the children engaging in DoodleLearning online Coaching sessions.  It applies to all staff, children and their families, and anyone involved in DoodleLearning Coaching.


We have a duty to ensure that all children, their families and anyone involved in our organisation are protected from potential harm or abuse online.

The coaches will:

 

  • Ensure they are punctual and ready to begin sessions on time so that children are not at risk of being unsupervised online. Repeated lateness will not be tolerated and may lead to disciplinary action or dismissal

  • Have a neutral background, or use a company banner to ensure that their environment does not display any personal or inappropriate information or imagery that could be viewed by the member and supervising adult

  • Ensure that only enrolled members with pre-booked sessions participate in online Coaching sessions. Attempted unauthorised access will be reported as an incident and appropriate action will be taken

  • Remain vigilant and ensure no one else is present/visible in their own or the child’s environment who shouldn’t be 

  • Never discuss personal matters or share personal details including contact information with children or their families. 

  • Never arrange to meet up with members or their families and ensure that contact is appropriate to their role as a coach

  • Have the right to remove a child from the session if they say or do something inappropriate 

  • Alert a Manager immediately during a session of any unusual activity or concerns about a child or another member of staff in accordance with company Safeguarding Procedures 

  • Remain vigilant at all times and communicate any concerns regarding child supervision immediately to the Manager in charge of coordinating sessions who will take the appropriate action

Managers/Super Coaches will:
 

  • Complete Safeguarding and Online Safety training

  • Ensure tutoring staff are trained appropriately in Online Safeguarding so they are confident in their role with keeping children safe during their sessions 

  • Ensure the suitability of any tutoring staff before allowing them to work with members and their families 

  • Respond to any concerns of safeguarding, behaviour and wellbeing reported from all participants urgently and following the appropriate company procedure 

  • Moderate online sessions by having the ability to observe sessions at any time to ensure that tutoring is in line with expectations 

  • Ensure that all parties participating in online sessions are treated with equal respect and dignity
     

Parents/Guardians will:

 

  • Consent to their child’s participation in online group sessions through enrolment to DoodleLearning Coaching 

  • Consent to the session being recorded for safeguarding and monitoring purposes

  • Support their children to participate appropriately and safely, to mitigate the risks associated with online learning

  • Be present in the room to ensure their child is supervised, but allow their child to participate independently

  • Always be responsible for the welfare of their child whilst undertaking online sessions, monitoring their use of other sites and platforms alongside their learning with DoodleLearning 

  • Ensure their child is undertaking sessions in a safe and suitable environment, and is dressed appropriately and ready to learn 

  • Never share links/invitations to DoodleLearning online sessions with anyone else

  • Report any concerns they have regarding their child’s participation in online sessions with DoodleLearning staff

  • Treat DoodleLearning staff with fairness and respect at all times and ensure that children also adhere to this 

  • Report any inappropriate or illegal behaviour by other members in group sessions or staff to a Manager or centrally to DoodleLearning immediately, in accordance with this policy 

  • Only respond to communications via official DoodleLearning channels using their own email accounts (not child’s), and report any concerns of unauthorised contact from coaching staff to Management urgently 

  • Understand that any child/family member behaving disruptively during an online session, including making inappropriate comments or gestures, will be removed from the call immediately and appropriate action will be taken in line with our Safeguarding and Guidelines for Managing Children Policies. Behaviour such as threats or harassment of others, hate speech, threats of violence and posting personal information will not be tolerated 

  • Support their child in understanding their responsibilities during online sessions as outlined below

The child/participant will:
 

  • Always behave appropriately during sessions and understand what behaviours constitute as inappropriate and disruptive 

  • Treat their tutor and other session participants with respect at all times 

  • Never attempt to make contact with or befriend their Tutor or Management staff on social media or seek out their personal contact information 

  • Understand the risks associated with sharing personal information on websites and platforms 

  • Report any concerns regarding safety, behaviour and wellbeing to an appropriate adult immediately

Guidelines for managing children

These guidelines are to be followed by all staff members to ensure that all children involved in DoodleLearning sessions behave appropriately.

If a child’s behaviour has been problematic during time in their session, the Supercoach will speak with the parent/guardian after the end of the session. 
If the behaviour is deemed extreme e.g. a complete refusal to work, turning off their equipment, endangering other children in their home, continually using inappropriate language to staff and other children in group sessions etc., a Manager will be informed and may call the parent/guardian during the session.

The coach will:
 

  • Always remain positive when dealing with a child – praise and encourage them, make them feel good about what they’re doing and help them to see achievement rather than failure. 

  • Take the time to listen to children and record any problems they are having. 

  • Speak quietly and calmly to the child even when encountering difficulties with that child.

  • Where a child is being difficult, and must be reprimanded, ensure they understand their behaviour is not appropriate. Help them understand that by being disruptive they are spoiling not only their own, but other children’s experiences and that this is unfair. Help older children to see that they need to lead by example. Encourage them to take a mature attitude, deciding independently how to behave themselves, rather than having to be told by a member of staff. It may be necessary to arrange a meeting with a parent/guardian present, outside of a group session to discuss this. 

  • If a child uses inappropriate language, make it clear that this is not accepted as it can upset and offend other staff and children.

  • Where a child is being mean to another child, deal with the situation immediately making it clear that such behaviour is unacceptable. Explain that Coaching is a place where children have the opportunity to come and have fun, make new friends and work together, not a place to be unpleasant to others. 

  • When a child is getting stressed or upset with their learning, help them to see their achievement in terms of the long-term rather than the immediate. Focus on their growth mindset.
     

In some instances where a child’s behaviour is continually disruptive to others’ membership to the group and  cannot be managed effectively using the above guidelines, they may be asked to leave either temporarily or indefinitely.  Subscriptions to Coaching will be cancelled and no refund will be given.

Incident policy

DoodleLearning has a commitment to the safety and wellbeing of children under the care of DoodleLearning staff. Our Incident Policy is designed to protect the children, staff, parents/guardians of DoodleLearning and ensure that any incident is dealt with appropriately. This policy works in conjunction with our Behaviour Management and Safeguarding Policies.

DoodleLearning defines an ‘incident’ as any incident causing concern for the welfare of staff, child or parent/guardian or visitor that is not accidental. This include any situation where: 
 

  • A child behaves inappropriately 

  • An individual abuses verbally, or in writing, another person 

  • Any type of safeguarding incident or concern 

  • Individuals are discriminated against on the basis of their race, colour, nationality, culture, language or religion 

  • Staff code of conduct is breached 

  • The session is unexpectedly disrupted 

This above list is not exhaustive.

Where an incident takes place, the situation will be recorded on an electronic Incident Record Form and stored securely on the centralised server. 
The following details will be recorded: 


1. Date, time the incident happened 
2. Child’s full name and their group
3. Full name of the member(s) of staff or others involved and their role 
4. An account of the incident by a member of staff, any children involved, and any witnesses 
5. How the incident was handled 
6. The outcome of the incident 
7. The details of the parent/guardian
8. Whether the incident required reporting to the Designated Safeguarding Lead. 

Staff will contact the parents/guardians of the children involved in the incident after the session, or telephone them immediately, depending on the severity of the incident. 

If staff feel that a child may be at additional risk from harm, they may not share this information with the parent/guardian, and instead contact the relevant external authority for advice and guidance on how best to escalate a concern. 

DoodleLearning staff will review the child’s behaviour with the parent/guardian and the child and agree on the best course of action. 

DoodleLearning reserves the right to exclude a child from sessions.

Electronic record forms should be used for reporting and shared with confidentiality.

Complaints policy

Parents/guardians are informed that, should they feel at any time that they have reason for complaint or concern regarding the quality of service provision, they should email coaching@doodlelearning.com