Program Policy Questions

Families will sometimes ask hard or practical questions about billing, breaks, cancellations, and calendar timing. The goal is not to over-explain or defend the policy. The goal is to validate the question, explain the structure clearly, and point them to the right next step when needed.

• Untapped is a membership program, not hourly tutoring.
• Monthly billing is smoothed across the program term instead of changing month by month.
• Scheduled breaks and blackout dates are already built into the program structure.
• Academic year coaching starts before many schools begin so students can prepare before pressure builds.
• Do not promise exceptions, refunds, or prorated adjustments live on a call.
• When needed, direct families to the appropriate program lead or billing contact.

Use these as examples of tone and direction. Adapt the language in your own voice.

• Program Policies
• Academic Calendar
• Program Pricing
• Sign Up Page

These questions are reasonable. Families are trying to understand what they are committing to. Stay calm, validate the question, explain the structure clearly, and bring in the right person when the conversation moves into exceptions, refunds, or billing decisions.