Terms of service
Last updated: 1st April 2025
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1. GENERAL
Information about Lanterna
These terms and conditions (the “Terms“) are applicable to all services provided by Lanterna Europe AB Reg. No. 556647-2931(“Lanterna“, “us“, “our” or “we“) to our customers (“you“).
Contact information
You may contact us by using any of the contact details set out below (“Contact Information“):
Telephone number: +46 (0)72 217 8016
Email address: info@lanternaeducation.com
Address: Lanterna Europe AB, Sibyllegatan 47, 11 442 Stockholm, Sweden
Agreeing to the Terms
By creating an Account, making a Booking, or using the Services you agree to the Terms and the Ancillary Terms, If you do not agree to these Terms, you must not create an Account, make any booking, or use the Services.
If you are creating an Account, making a Booking, or using the Services as a parent or guardian of a Student, you are responsible for ensuring that the Student is made aware of and complies with the Terms and the terms of the other documents set out above,
Changes to the Terms
We may modify these Terms at any time. If the changes are material, we will notify you via email. Your continued use of the service will constitute acceptance to the changes. If you object to any material objections, please let us know.
Definitions
In these Terms, the following words will have the following meaning:
“Account” means the account that you register and create on the Site;
“Ancillary Terms” means the terms of the Cookie Policy, Privacy Policy and the Terms of Website Use;
“Booking” means an order placed by you through the Site for a Package or Course;
“Cookie Policy” means our cookie policy (https://lanterna.com/cookie-policy/) which sets out information about the cookies on our Site;
“Course” means a prepaid online group course, which may include revision courses or workshops, at predetermined dates and times as detailed in the Booking;
“Course Session” means an online group session led by one or more Tutors which forms part of a Course;
“Package” means a prepaid package of the number of available Tutoring Hours set out in the Booking;
“Privacy Policy” means our applicable privacy policy (https://lanterna.com/privacy-policy/) which describes how we process personal data;
“Services” means the services in the form of Tutoring Hours or Course Sessions ordered by You as set out in each Booking, which may include Packages or Courses;
“Site” means our websites (https://www.lanterna.com and https://www.eliteib.co.uk/);
“Student” means the student named in the booking;
“Teaching Materials” means any materials such as online tests, tutorials or downloadable content made available to you in connection with the provision of the Services;
“Tier” means the Tutor tiers available in respect of certain Packages which correspond to the qualifications of the Tutor available for booking of such Packages comprising, in falling order, of (i) standard, (ii) higher, and (iii) top;
“Tutor” means a tutor appointed by us in accordance with these Terms;
“Tutoring Hours” means online one-to-one tutoring or academic guidance provided by a Tutor to the Student, as further described on the Site;
“Tutor Session” means a scheduled session for Tutoring Hours; and
“Terms of Website Use” means the terms of website use https://lanterna.com/terms-of-website-use/
2. Services
Accounts
To create an Account, you must be either at least 18 years old or a parent or guardian of a Student.
You are not allowed to transfer the Account to others, except to the Student for purposes of receiving the Services, or share your login details, and you may only sign up one Account.
Bookings
Once an Account has been established, you can order Services through making a Booking in accordance with the instructions on the Site. You may order Packages or Courses. These Terms will apply to any Booking.
Our confirmation of your order will take place when we email you an explicit Booking confirmation, at which point a contract will come into existence between you and us for the relevant Services. We reserve the right to reject any Booking, for example due to capacity restraints, up until a Booking confirmation has been provided. If we are unable to confirm your order, we will inform you of this in writing and refund any fees paid for such order. Notwithstanding the foregoing, in respect of a Course Session, we reserve the right to change the date or time of any Course Session by prior notice to you, which we will endeavour to provide at least 24 hours before the Course Session.
Services
For Packages
Following acceptance of a Booking of a Package, we will connect you with a Tutor within five business days. The Tutor will email you to arrange for an introductory session. It is your responsibility to reply to such email, failing which, we may need to arrange for a replacement Tutor and you may lose out on Tutoring Hours under the Booking without any right to refund.
The dates and times for the respective Tutor Sessions will be scheduled as between you and the Tutor.
If your Booking concerns the Tier “top”, you may also use your Tutoring Hours in the tiers “higher” or “standard”, and if your Booking concerns the Tier “higher”, you may also use your Tutoring Hours in the tier “standard”.
For Courses
Following acceptance of a Booking of a Course or in any event no later than 24 hours before each Course Session, you will receive invites via email, to the email used in the Booking, to the Course Sessions. It is your responsibility to ensure that you are able to join the course and you are not entitled to any refund if you do not participate regardless of reason. It is at our discretion to appoint a suitable Tutor to lead each Course Session.
General
The Tutoring Hours or Course Session, as the case may be, will take place online (or via Skype, Microsoft Teams, Zoom, or any similar platform). In respect of Tutoring Hours, The Tutor will send out email invites to join each Tutor Session using the agreed email address.
Where the platform through which the Services are delivered permit, we may record sessions. By participating in each session, or by allowing the Student to participate if you are a guardian or parent, you consent to any such recording.
We also refer to our Online Tutoring Safeguarding Policy (https://lanterna.com/staying-safe-online/) for further information on how we seek to ensure the highest possible standard of safeguarding the privacy and personal safety of the Student. We also ask you to immediately contact us using the Contact Information if you have any safeguarding concerns relating to the Services.
The Services will be provided with reasonable skill and care. While we always strive to unlock students’ potential and maximise their results, we do not make any commitment that the Student will obtain any particular result as a result of the Services.
If your Booking concerns Services relating to official assignments, such as internal assessments or extended essays, it is up to you to ensure that you or the Student is allowed to receive Services in relation to such assignments.
Tutors
All of our tutors have completed the studies of relevance for the curricula in question and have undergone our standard recruitment process.
We reserve the right to change your Tutor from time to time.
There will be no agreement or contract between you and the Tutor and your rights and obligations relating to the Services are solely between you and us.
Our tutors are either employees or independent contractors of Lanterna. Accordingly, you may not during the term of our Services and for a period of twelve months thereafter, directly or indirectly, acquire or solicit to acquire any services directly from the Tutor. Without prejudice to any other remedies being available to us upon such breach, we reserve the right to charge you a fee of up to an amount corresponding to the aggregate compensation paid by us to the Tutor in the last twenty four months (or if the Tutor has been engaged for a shorter period, the average monthly compensation paid by us to the Tutor multiplied by twenty four).
Use of the Site and Services
When you use the Site or the Services, you and the Student must always comply with all applicable laws, regulations and public orders. You and the Student may not access the Site other than through interfaces provided by us and as otherwise expressly authorised under these Terms. You and the Student may not use the Site or the Services in a manner contrary to our, or any third party’s, rights and interests. You agree to comply with all instructions and recommendations provided by us from time to time.
You agree to be responsible for all activities, including the Student’s, that occur under your Account. Credentials for your Account must be kept secure at all times, and you are forbidden to share data relating to your Account with any third parties, except to the Student in order to receive the Services. Should you suspect that your Account or your credentials have been or are being used by a third party you must contact us immediately by using any of our Contact Information.
We may have to suspend the supply of any of the Services to:
- Deal with technical problems or make minor technical changes.
- Update changes to the Services to reflect changes in applicable laws and regulatory requirements.
If reasonably practicable, we will contact you in advance in case we need to suspend the supply of any Services.
We are entitled to decline or adjust an order from you and close down your Account in the event that you provide us with untrue, inaccurate, not current, or incomplete information when creating your Account. This shall also apply if you or the Student fail to comply with these Terms (for example if you have not paid for the Services in time) or other mandatory provisions by law. Upon occurrence of any of these events, we may contact you and request that you remedy your breach of these Terms.
Customer satisfaction guarantee
This customer satisfaction guarantee applies if you have ordered a Package of at least ten Tutor Hours (but does not apply to any Course or Course Session).
If you are not 100% satisfied with the Services after having received at least two, but not more than five, Tutoring Hours, we welcome you to contact us using the Contact Information as soon as possible providing reasonable detail as to why you are not satisfied with the Services.
Upon receipt of a dissatisfaction notice from you, we will, based on the details provided by you, appoint a new Tutor to provide the Services to you. If, after having received at least two, but not more than five, hours of Tutoring with the new Tutor, you are still dissatisfied with the Services, we will issue a full refund to you following which these Terms will terminate.
3. PRICES AND PAYMENT
Price information
General
You must pay all applicable fees as set out and described on the Site for the Services that you have selected. The prices for the Services are set out on the Site and include any explicitly set out relevant delivery costs, value added tax (VAT) or other fees and taxes. The price of the Services provided to you will be the price indicated on the Site.
Packages
Packages are prepaid and are thus paid in full by you upon making your Booking. The Tutoring Hours pursuant to the Package will only be bookable for Sessions in respect of the subject and assignment set out in the Booking.
We have the right to change the prices for Packages from time to time. However, any such change will not affect any Booking of a Package for which a Booking confirmation has been issued to you
Except as explicitly set out below regarding withdrawal rights, the payment for a Package is non-refundable and any Tutoring Hours not used within within the validity period specified in the Package description on our Site (available at https://lanterna.com/11-tutoring/prices/ and https://eliteib.co.uk/prices/) from the Booking confirmation by reasons attributable to you, for example through failing to show up to or cancel Tutor Sessions or not participating in arranging for the Tutor Sessions to be scheduled, will lapse following such period without any right of refund.
Courses
Courses are either prepaid and are thus paid in full by you upon making your Booking or, if this alternative is available to you when making your booking at our discretion, you may pay a non-refundable deposit. If you pay a deposit, the outstanding fee must be paid no later than fourteen days before the first Course Session. The Booking will be eligible only for use in respect of the Course Sessions specified in the Booking.
We have the right to change the prices for Courses from time to time. However, any such change will not affect any Booking of a Course for which a Booking confirmation has been issued to you.
Except as explicitly set out below regarding withdrawal rights, the payment for a Course is non-refundable and failing to show up to any Course Sessions will be without any right of refund.
Cancellations and no-shows
You may cancel any individual Tutor Session by contacting us using the Contact Information or the Tutor no later than 24 hours before each Tutor Session. You will not be entitled to any refund due to such cancellation but the Tutoring Hour of the cancelled Session will not be calculated towards your available Tutor Hours pursuant to your Package. If the Student does not attend a Tutor Session or the Tutor Session is not cancelled at least 24 hours before it is supposed to take place, the Tutoring Hours will be regarded as used in relation to your Package. Given that Course Sessions involve multiple participants, we unfortunately cannot offer you any right of cancellation or refund but if you contact us well in advance of any Course Session that you cannot attend we may be able to offer a complementary Course Session or alternative arrangement (but are under no obligation to do so). Once the Course Session has begun, whether withdrawal is permitted rests with our discretion.
If we need to rearrange or cancel a Tutor Session, we (or the Tutor) will contact you as soon as possible via email to cancel and reschedule such Tutor Session. Subject to your participation in rescheduling the Tutor Session, the Tutoring Hour of such cancelled Tutor Session will not be regarded as used in relation to your Package. Neither will we deduct any Tutoring Hour of a Tutor Session that does take place as a result of the Tutor not showing up. In respect of Course Sessions, we reserve the right to cancel or change the date or time of any Course Session by prior notice to you, which we will endeavour to provide at least 24 hours before the Course Session.
A Course Session is formed when two or more participants are enrolled for a subject. Lanterna reserves the right to dissolve a Course Session if there’s only one participant enrolled. In the case of a Course Session dissolution, we will provide notice at least 24 hours in advance before the start of the Course Session and will provide alternative arrangements. Alternative arrangements may include a transfer of the same monetary value to another Course Session within the same period, another Course Session within 12 months, a 1-1 tutoring package, or a refund based on our discretion. If a Course Session participant is dissatisfied with the Course Session and informs us immediately, we may provide alternative arrangements at our own discretion. If alternative arrangements are provided, these will only apply to the specific Course Session in question. Dissatisfaction with one Course Session will not trigger alternative arrangements for other booked Course Sessions.
Payment information
We offer payments in cooperation with Stripe Payments Europe, Ltd. (“Stripe”) by way card payment or direct payment.
For your payment, the third party processor’s/provider’s terms and conditions will apply (https://stripe.com/gb/legal). You may be requested to identify yourself and credit reports may be pursued by the third party processor/provider and you consent to us providing any information we require to Stripe to provide their services. Where we use a third party for payments, we will not have access to or store any payment information.
The Services may be paid for by credit or debit card. You must keep the payment information accurate and up-to-date.
4. TERM AND TERMINATION
Term
These Terms commences upon creation of an Account with us and will remain in force:
- In respect of Packages, for as long as there are bookable Tutoring Hours remaining pursuant to the Package.
- In respect of Courses, until the last Course Session pursuant to the Booking has taken place.
Notwithstanding the foregoing, we may terminate our contract with you (in whole or in part or) with 24 hour’s notice if:
- You or the Student breach the Terms or any Ancillary Terms.
- You are overdue in respect of any payment obligation to us (in which case we also reserve the right to require interest on late payment in accordance with applicable law).
Upon termination, your right to access the Services will be revoked immediately regardless of whether you have outstanding bookable hours pursuant to your Package. You will immediately pay all outstanding unpaid Fees without any right of refund except pursuant to your withdrawal right. We will also delete or anonymise any personal information about you, with exception for any personal information that we are required to keep by law.
Obligations arising from any breach of contract during the term of these Terms shall not be affected by termination.
5. OUR LIABILITY
Complaints
In the event that you have any complaints about the Services, you may make a complaint by using any of our Contact Information.
Delay
Sometimes we may not complete the Services within the period agreed between us (and you have not caused this delay). You can in the event of delay:
- Require that we fulfil the Services.
- Where the purpose of the Services has been made forfeit, and we ought to have understood the same, you may terminate the agreement.
- Claim damages (you may claim economic damages for any damage caused by the delay).
Third party services as a part of our Services
Sometimes we may rely on third party services or product providers. Such providers act beyond our reasonable control and we shall not be held liable for any damages caused by an action or omission attributable to them.
Our responsibility for loss or damage suffered by you
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
If you are a business or school user
Notwithstanding anything to the contrary herein, if you are a business or school user, we exclude all implied conditions, warranties, representations or other terms that may apply to the Site or any content on it.
We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
- Use of, or inability to use, our site.
- Use of or reliance on any content displayed on our site.
In particular, we will not be liable for (in each case, whether direct or indirect):
- Loss of profits, sales, business, or revenue.
- Business interruption.
- Loss of data or information.
- Loss of anticipated savings.
- Loss of business opportunity, goodwill or reputation.
- Any indirect or consequential loss or damage.
We are not responsible for viruses and you must not introduce them.
We do not guarantee that the Site will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programmes and platform to access the Site. You should use your own virus protection software.
You must not misuse our Site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Site, the server on which the Site is stored or any server, computer or database connected to the Site.You must not attack the Site via a denial-of-service attack or a distributed denial-of-service attack.
Defects and delays beyond our control (force majeure)
We are not responsible for delays and defects outside our control. If our suppliers are delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided that we do this we will not be liable for defects and delays caused by the event, but if there is a risk of substantial defect or delay you may contact us to end the agreement and receive a refund for any Services you have paid for but not received.
6. WITHDRAWAL RIGHT
Right of withdrawal
If you are a consumer, you have the right to change your mind and withdraw within 14 days from the day you receive access to the Services.
To exercise the right of withdrawal, you must inform us of your decision by a clear written statement using the Contact Information. You may also use the standard withdrawal form provided by the Swedish Consumer Agency (Konsumentverket).
If you withdraw, we will refund all payments received from you within 14 days from the date of the withdrawal notice. Refunds will be made using the same payment method you used for the initial instruction, unless you instruct us otherwise. If you have used part of the Services before withdrawing, we may charge a proportionate amount based on the services provided up to that point.
7. PRIVACY
We process your personal data in accordance with our Privacy Policy.
8. PROPERTY AND INTELLECTUAL PROPERTY RIGHTS
Our rights
The Site is owned and operated by Lanterna. All copyrights, trademarks, trade names, logos and other intellectual or industrial property rights held and used by us as well as those presented in relation to the Services or in or to the Teaching Materials (including titles, graphics, icons, scripts, source codes, etc.) are our property or third party licensors’ property and must not be reproduced, distributed, sold, used, modified, copied, limited or used (in whole or in part) without our written consent.
Notwithstanding the foregoing, you or the Student may subject to having made payment in full of your Booking, download a copy of any Teaching Materials onto your personal device for purposes which are personal and to make use of the Services only.
Respect for our property
You must not tamper with, attempt to gain unauthorised access to, modify, hack, repair or otherwise adjust any of our material, hardware, source-codes or information for any purposes.
Respect for our intellectual property
The Services and other information, including all associated intellectual property rights, provided and made available by us, remain our exclusive property. You may not use our exclusive property (including Teaching Material) for commercial or any other purposes without our written consent
9. APPLICABLE LAW
Please note that these terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
10. COMPLAINTS AND DISPUTES
If you have any complaints, please contact us using the Contact Information.