User Policies for Family Memberships

Last updated: October 8, 2024

The following user policies are written for students, caregivers, and teachers as it relates to users with a Hoot Family Membership. Please review the following policies that are important for our students, families and our teachers to provide the optimal Hoot Reading experience.

GENERAL CODE OF CONDUCT

• To ensure an optimal learning experience, we expect respect and fairness from all parties – our students, our teacher community, our families, and our staff. A relationship between all parties of mutual respect, collegiality, fairness, and trust is essential. If you have a concern, please do not hesitate to bring it to the attention of our team.
• The teacher and student relationship is very important. While caregivers can be present during lessons to help, teachers will work directly with the student. Caregivers may act only as an observer during the lessons.
• Students should dress as they would in person. At-home attire can be more casual, please ensure that your child understands the importance of wearing proper attire (both a top and bottom or if a dress or skirt, it should be long enough to cover themselves).
• If you have any questions, concerns or feedback, please contact our team.
  
  

ATTENDANCE POLICY

• Scheduled lessons will be confirmed via email and/or through the Hoot Reading App. Please add help@hootreading.com AND noreply@hootreading.com to your safe list to avoid schedule notifications ending up in your “junk” folder.
• Please review our calendar for the days Hoot Reading is closed for lessons. Hoot Reading will not have lessons on statutory holidays in both the U.S. and Canada. 
• Your teacher will join the lesson through the Hoot Reading App at the scheduled lesson time. Please have your device charged and ready at least five minutes before your lesson time.
• Please join your lesson on time. Lessons will not run longer than the scheduled 25 minutes and we want to ensure your child can maximize learning time to support outcomes.
• If your teacher cannot reach you, you will be called and texted at the phone number you provided to us. If your teacher cannot reach you after five minutes from your scheduled lesson time, this will be considered an absence and cannot be rescheduled.
• If for any reason you are having trouble joining your lessons, contact our Customer Experience Team at 1-833-789-HOOT(4668) or by email help@hootreading.com.

RESCHEDULING POLICY

• We understand things come up, so if you do need to reschedule, please email help@hootreading.com with the subject “Need to Reschedule” at least 48 hours in advance and we will provide you with options.
• All schedule changes MUST be made and confirmed by the Hoot Reading team. Please do not contact your teacher directly to reschedule or change your schedule. 
• Rescheduling is optional. You must reschedule your lesson before your next billing period. You may not apply lessons to a future billing period.
• If your teacher is unable to join your lesson due to a technical disruption, or your lesson is cancelled, you may be eligible for a refund in the form of a credit on your account. This credit will be applied to your next billing period.
• Please note that the availability of refunds is subject to our discretion and will be assessed on a case-by-case basis. We may also assist in rescheduling the lesson when deemed appropriate.
• Teacher requests can be made, but are not guaranteed. From time to time, teacher schedules change and Hoot Reading will either provide a substitute or reschedule your student with a new teacher to meet your schedule request.
  
  

SCHEDULE CHANGE REQUEST POLICY

• A schedule change involves a request to change the dates and/or times of your weekly scheduled lessons.
• All Monthly and Annual Memberships include up to 6 schedule changes per year.
• Schedule change requests must be provided with a minimum of 7 days notice.
• If you have any questions about a schedule change request, contact our Help Desk at 1-833-789-HOOT(4668) (talk or text) or by email help@hootreading.com.

CANCELLATION POLICY

• You may cancel your Membership subscription with a minimum of 7 days notice ahead of your next billing date.
• To cancel your membership simply notify our team at help@hootreading and we will proceed with cancelation. For annual membership holders, you will be charged a $100 early cancelation penalty if applicable.
• Once we confirm you membership has been canceled, you will no longer be charged for Hoot services.
• Hoot Reading has the right to cancel services if policies are not adhered to as per our Terms.
• To cancel your Membership, please email help@hootreading.com.

MEMBERSHIP PAUSING POLICY

• You may pause your Membership at any time with a minimum of 7 days notice for as short as one week or as long as 6 months. Pausing requires an indicated date of return for your Membership subscription and lesson schedule to resume.
• To pause your Membership, please email help@hootreading.com.

PAYMENT POLICY

• Hoot Reading is a subscription based service. You will be billed every four weeks, based on your program. Your billing cycle will begin on the day of your first scheduled lesson. 
• If your regularly scheduled lessons fall on a day Hoot Reading is closed, you will be provided a link to reschedule your lesson. Please note, lessons do not roll over and rescheduling is optional. You must reschedule your missed lesson before your next billing period.
• When you register for a Membership, you will be asked to provide your billing information, including your billing address and credit card details. Your payment details are provided safely and directly to our third-party payment processor.
• Hoot Reading only stores the last four digits and expiration date of your credit card for reference when communicating with you and for reminders of when payment details must be updated.
• If you need to change your credit card, please contact one of our team members. If your credit card fails, your lessons will be cancelled until a new card is provided.
• If you have any payment related questions please email help@hootreading.com.

For more information, please visit our Terms of Service and our Website Privacy Policy / App Privacy Policy.