Terms & Conditions

Tuition Services

1.1 Where we offer to provide an academic tutor, we will look to ensure that they have sufficient qualifications, training and experience to deliver effective tuition.

1.2 We have no liability for the performance of learners in exams, and signing up to our tuition service does not guarantee any success in examinations.

1.3 If learners are dissatisfied with their lessons, they should contact the company within 7 working days. Refund requests will be reviewed on a case-by-case basis and are only considered in exceptional circumstances.

1.4 Where learners are under the age of 18, they must have permission from their parent/guardian in order for the tuition to go ahead. All tuition arrangements should be set up by the parent/guardian on behalf of the child.

1.5 All tuition fees must be paid in advance unless otherwise agreed. Failure to make timely payments may result in suspension or cancellation of tuition services.

1.6 Lessons can be rescheduled with at least 24 hours notice. Cancellations made within less than 24 hours of the scheduled lesson will be charged in full.

1.7 Learners are expected to behave respectfully during lessons. Disruptive behaviour may result in termination of tuition services without a refund.

1.8 All personal and academic information shared during lessons will be kept confidential and will not be shared with third parties without consent.

1.9 For online tuition, learners must have a stable internet connection, a suitable device, and access to required learning materials. We are not responsible for technical issues on the learner’s side.

Complaints

2.1 We will look to resolve complaints as soon as we are aware of them. If you are on our live chat or phone system and are unhappy with the solution provided by our customer service representative then you are entitled to make a formal complaint.

2.2 All complaints must initially be submitted via email to hello@passnumericalreasoning.co.uk so that we have a copy of your complaint in writing. Our team will then look to resolve this within 24 working hours.

2.3 When submitting your initial complaint via email, please ensure to include the following:

• The qualification/course affected
• The full nature of the complaint
• When you encountered the issue

2.4 All complaints will be investigated by the appropriate member of staff who may seek further information from you to help come to a conclusion.

2.5 Where complaints are more complex and require additional investigation this may be transferred to the management team and may take up to 5 working days for you to receive a response.

2.6 After submitting a formal complaint if you are not satisfied with the outcome, you are entitled to escalate the complaint to our dedicated complaints team at the following address: Complete Tuition Ltd, Complaints, Evans Business Centre, Hartwith Way, Harrogate, HG3 2XA. Our team will look to investigate this and if the complaint warrants a further response then we will respond within 20 working days of receipt of the letter.

Data Policy

This policy applies to all personal data processed by the company.
The DPO and management shall take responsibility for the company’s ongoing compliance with this policy.
This policy shall be reviewed at least annually.

To ensure its processing of data is lawful, fair and transparent, the company shall maintain a Data Protection Actions and Timelines Policy.

Individuals have the right to access their personal data, and any such requests made to the company shall be dealt with in a timely manner.

All data processed by the company must be done on one of the following lawful bases: consent, contract, legal obligation, vital interests, public task, or legitimate interests (see ICO guidance for more information).

Where consent is relied upon as a lawful basis for processing data, evidence of opt-in consent shall be kept with the personal data.

Where communications are sent to individuals based on their consent, the option to revoke consent must be clearly available, and systems must ensure such revocation is properly reflected.

The company shall ensure that personal data are adequate, relevant, and limited to what is necessary for the purposes for which they are processed.

The company shall take reasonable steps to ensure personal data is accurate. Where necessary for the lawful basis, steps shall be taken to keep personal data up to date, as set out in the Data Protection Actions and Timelines Policy.

To ensure personal data is not kept longer than necessary, the company shall implement an archiving policy for each area in which personal data is processed and review this annually.

The archiving policy shall consider what data should be retained, for how long, and why. Checks to ensure data is deleted or archived in a timely manner are outlined in the Data Protection Actions and Timelines Policy.

The company shall ensure personal data is stored securely using modern, up-to-date software.

Access to personal data shall be limited to personnel who need it, with appropriate security measures in place to avoid unauthorised sharing.

When personal data is deleted, it shall be done securely to ensure it is irrecoverable.

Appropriate backup and disaster recovery solutions shall be in place.

In the event of a data breach involving unauthorised access, loss, or disclosure of personal data, the company shall promptly assess the risk to individuals and, if necessary, report the breach to the ICO (see ICO website for more information).

Privacy Commitment

Pass 11 Plus values its learners and respects their privacy. Any information collected is held securely and used solely to process your requests, such as a sample request, order payment, or enquiry. We will never use your personal data for anything beyond servicing your request. If a previous interaction has taken place, we may occasionally contact you with updates or to see if we can support you further.

Data We Collect

Cookies

We may set cookies in your browser for:

1. Tracking your session – e.g. items in your cart, checkout progress, or reminders to complete a purchase.

2. Preventing repeat display of welcome messages.

3. Google Analytics (anonymous tracking of website usage)
   More info

4. Facebook cookies – if you visit via a Facebook or Instagram ad.

Personal Information

In limited cases, we may request personal data, such as:

• Full Name

• Email Address

• Telephone Number

• Billing & Shipping Address

• Date of Birth (for specific products)

• ULN (for exam bookings)

We will only request data necessary to process:

• eCommerce purchases

• Payments

• Enquiries submitted via forms

• Exam bookings

We may send occasional emails related to your request or product updates. You may opt out at any time by emailing:
help@passelevenplus.co.uk

Transfer of Data

To improve support, your data may be moved to our Customer Relationship Manager (CRM) system. This system is only accessed by Pass 11 Plus staff. Your data will never be shared with other individuals or companies without consent, and will never be sold or rented for commercial purposes.

Your Rights

You have the right to view, amend, or delete the personal information we hold.
Please email help@passelevenplus.co.uk and we will respond within 30 days.

Changes to Our Privacy Policy

This policy may be updated to reflect changes in the law or our services. The most recent update was on 9th July 2025. We recommend reviewing this policy regularly. If you no longer consent to your data being processed as outlined, please contact us.

Registering with Us

If you register with us, we save the details you provide to personalise your experience. You can update your information anytime by contacting us.
We never store card details.

Who Has Access to Your Information?

We retain access to some personal information for a limited time.

We own the rights to all test and exam content, including completed papers and online recordings.

If a third party provides a service on our behalf, we may share relevant data with them to fulfil that service. By using this site, you consent to this.

We will never sell or distribute your information for marketing purposes.

Accessing, Changing, or Deleting Your Data

Registered users can update their information by logging into their Pass 11 Plus account. Please keep your contact details up to date.

Policy Updates

We may revise this policy as new services are added or laws change. Updates will be posted on this site. Please check regularly to stay informed.