Policy Date: 1 July 2026
Review Date: 1 July 2027
1. Purpose
This Service Level Agreement sets out what parents, carers, schools, education providers and commissioning organisations can expect from Inspired Ed’s distance-learning programmes.
It also explains the responsibilities of Inspired Ed and the client so that the service can be delivered consistently, safely and effectively.
For the purposes of this agreement, the term client may refer to a parent, carer, school, local authority, education provider or other commissioning organisation purchasing or arranging the service.
2. Nature of the Service
Inspired Ed provides flexible and personalised distance learning built around the AQA Unit Award Scheme.
Three programme options are available.
Option 1: AQA Registration and Assessment
Under this option:
- The client delivers or arranges the learner’s education independently
- Evidence of completed work is submitted to Inspired Ed
- Inspired Ed assesses and moderates the submitted evidence
- Inspired Ed manages the submission of eligible units for certification through the AQA Unit Award Scheme
- Evidence may include written work, photographs, videos, observations or other agreed formats
The client is responsible for providing the learning activities and ensuring that submitted evidence is accurate, authentic and suitable for assessment.
Option 2: Personalised Distance Learning Programme
Under this option:
- Inspired Ed creates an individual learner profile
- A fully resourced and personalised digital learning programme is provided
- Activities are designed around the learner’s interests, abilities, educational needs and preferred ways of working
- Relevant special educational needs and disabilities and Education, Health and Care Plan targets may be considered
- Activities are designed to be flexible, manageable and low pressure
- AQA Unit Award Scheme registration, assessment and accreditation support are included
Option 3: Activity Box Programme
This option includes the features provided under the Personalised Distance Learning Programme, together with a physical activity box delivered to the learner’s home or educational setting.
Activity boxes may include:
- Hands-on learning materials
- Creative resources
- Art and craft materials
- Sensory-friendly resources
- Games or practical activities
- Materials linked to personalised AQA units
This option is particularly suitable for learners who benefit from practical, tactile or creative approaches to learning.
AQA Unit Award Scheme registration, assessment and accreditation support are included.
3. General Approach to Learning
Inspired Ed’s programmes are designed to be flexible, invitational and responsive to the individual learner.
They may be suitable for learners experiencing:
- Pathological Demand Avoidance
- Emotionally Based School Avoidance
- Autism or other forms of neurodivergence
- Anxiety
- Sensory needs
- Difficulties accessing traditional education
- Other barriers to engagement or attendance
Activities may include:
- Paper-based tasks
- Digital activities
- Art and craft materials
- Purchased games
- Practical projects
- Sensory-friendly activities
- Creative or interest-led tasks
There is no in-person teaching or home visiting as part of the service.
Communication will normally take place with parents, carers, commissioning organisations or relevant professionals. Direct communication with the learner will take place only where this has been specifically agreed.
4. Inspired Ed’s Responsibilities
4.1 Programme Delivery
Inspired Ed will:
- Prepare and provide digital materials and activity boxes according to the agreed programme and delivery schedule
- Take account of the learner profile and information supplied by the client
- Provide clear and accessible instructions
- Offer a range of flexible and choice-based learning activities
- Check materials for suitability before they are issued
- Ensure that AQA units selected for assessment meet the relevant requirements
- Assess and moderate submitted evidence before certification is requested
Delivery dates and timescales will be agreed with the client and may vary depending on the programme purchased.
4.2 Communication
Inspired Ed will:
- Normally respond to messages from parents, carers or commissioning organisations within three to five working days
- Communicate respectfully, professionally and sensitively
- Inform the client of significant delays, changes or issues affecting programme delivery
- Explain where further information or evidence is needed
- Keep communication focused on the learner’s programme, progress and support needs
The response period does not include weekends, bank holidays or periods when Inspired Ed has notified clients that the service is closed.
4.3 Personalisation and Adaptation
Inspired Ed will:
- Consider feedback from parents, carers, commissioners and relevant professionals
- Adapt activities where reasonably possible
- Take account of sensory needs, interests, emotional capacity and wellbeing
- Provide alternatives where an activity is unsuitable
- Adjust the pace or format of materials where appropriate
- Review the learner profile where significant changes are reported
Adaptations will be made within the limits of the programme purchased, available resources and applicable AQA requirements.
4.4 Safeguarding and Data Protection
Inspired Ed will:
- Follow the procedures set out in its Safeguarding Policy
- Store personal information securely and in accordance with applicable data protection legislation
- Respond appropriately to safeguarding concerns
- Make referrals to an appropriate authority where necessary
- Handle evidence submitted for AQA assessment securely
- Share information only where necessary, appropriate or legally required
5. Client Responsibilities
The client agrees to provide the cooperation and information reasonably required for Inspired Ed to deliver the service.
5.1 Supervision and Safety
Parents, carers or responsible adults must:
- Supervise all learning activities
- Supervise the use of physical materials supplied in activity boxes
- Decide whether an activity is suitable for the learner
- Adapt or stop an activity where necessary
- Inform Inspired Ed of relevant allergies, medical needs, sensory sensitivities or safety concerns
- Follow any safety instructions provided with activities or materials
- Maintain a safe environment in which activities can be completed
Inspired Ed does not assume responsibility for supervising the learner or controlling the home or educational environment.
5.2 Communication and Information
The client must:
- Provide accurate and current contact information
- Provide relevant information about the learner’s needs, interests and circumstances
- Inform Inspired Ed of significant changes affecting the programme
- Notify Inspired Ed of problems with materials, delivery or access
- Respond within a reasonable period where information or approval is required
- Inform Inspired Ed where the learner is no longer participating in the programme
Inspired Ed will not be responsible for delays or reduced personalisation caused by missing, inaccurate or outdated information supplied by the client.
5.3 Supporting Engagement
Parents, carers and education providers should:
- Support the learner to explore activities without unnecessary pressure
- Respect the learner’s communication style, autonomy and emotional capacity
- Recognise that levels of engagement may vary
- Avoid forcing completion where an activity is causing distress
- Provide feedback where this may help Inspired Ed improve future materials
- Collect and submit evidence where AQA assessment is included
6. AQA Evidence and Accreditation
Where AQA accreditation is included, Inspired Ed will assess evidence against the requirements of the relevant AQA Unit Award Scheme unit.
The client is responsible for:
- Ensuring that evidence reflects work genuinely completed by the learner
- Providing sufficient evidence for each required assessment criterion
- Submitting evidence in an agreed and accessible format
- Providing any required supporting information or witness statements
- Obtaining appropriate consent before submitting photographs, recordings or other personal information
Inspired Ed may request additional or revised evidence where the original submission does not demonstrate that all relevant unit requirements have been met.
Certification cannot be guaranteed where:
- Insufficient evidence is provided
- Evidence does not meet the relevant unit requirements
- Evidence cannot be verified
- Required information or consent is missing
- AQA changes, withdraws or replaces a unit
- Circumstances outside Inspired Ed’s reasonable control prevent submission
7. Service Standards
Inspired Ed aims to meet the following service standards:
| Service Area | Standard |
|---|---|
| Activity box delivery | Boxes will be sent according to the agreed schedule unless the client is informed otherwise |
| Digital programme delivery | Materials will be issued within the agreed timeframes |
| Communication response time | Messages will normally be answered within three to five working days |
| Programme adaptations | Reasonable adjustments will normally be made within one to two weeks where possible |
| Quality assurance | Materials will be checked for suitability before being issued |
| Safeguarding | Concerns will be acted upon promptly and in accordance with safeguarding procedures |
| AQA assessment | Evidence will be assessed, moderated and submitted within the agreed or communicated timescales |
| Service changes | Clients will be informed of significant changes affecting their programme |
These service standards are targets rather than absolute guarantees. Timescales may be affected by complexity, incomplete information, supplier delays, postal disruption, illness, safeguarding matters, AQA processing or other circumstances outside Inspired Ed’s reasonable control.
8. Limitations of the Service
Unless separately agreed in writing, the programme does not include:
- In-person teaching
- Home visits
- Live online lessons
- Continuous learner supervision
- Therapy or counselling
- Medical, clinical or diagnostic support
- Crisis intervention
- Emergency or out-of-hours support
- Guaranteed academic progress
- Guaranteed learner engagement
- Direct communication with the learner
- Attendance monitoring equivalent to that provided by a school
- Statutory education, health or social care assessments
- Preparation of Education, Health and Care Plans
- Legal or medical advice
Inspired Ed provides educational resources and AQA assessment support. It does not replace the responsibilities of parents, schools, local authorities, healthcare professionals or other statutory services.
9. Learner Engagement and Progress
Inspired Ed recognises that engagement may fluctuate because of the learner’s needs, wellbeing, circumstances or preferred way of learning.
The programme is designed to encourage engagement, but Inspired Ed cannot guarantee:
- That the learner will complete all activities
- That the learner will achieve a particular amount of progress
- That sufficient evidence will be produced for every intended AQA unit
- That the learner will engage within a particular timeframe
- That a programme will be suitable indefinitely where the learner’s circumstances change
Where engagement is limited, Inspired Ed may suggest adaptations, alternative activities or changes to the programme. Continued non-engagement does not automatically entitle the client to a refund.
10. Delivery of Activity Boxes
Where physical activity boxes are included:
- Boxes will be sent to the address supplied by the client
- The client must ensure that the delivery address is accurate and accessible
- Inspired Ed should be informed promptly of any missing, damaged or incorrect items
- Replacement items may be issued where appropriate
- Equivalent materials may be substituted where a particular item is unavailable
- The appearance, brand or quantity of individual materials may vary
- Delivery dates may be affected by postal or courier disruption
Inspired Ed is not responsible for delays or losses caused by an incorrect address supplied by the client.
11. Changes to the Service
Inspired Ed may make reasonable changes to:
- Activity content
- Programme structure
- Delivery schedules
- Digital resources
- Activity box materials
- Policies and procedures
- Assessment processes
- AQA unit selection or availability
Changes may be required because of learner feedback, safety concerns, supplier availability, changes to AQA requirements, legal obligations or improvements to the service.
Clients will be informed in advance where a significant change materially affects the service they receive.
12. Fees and Payment
Fees, payment dates and the services included will be confirmed before the programme begins.
Unless otherwise agreed:
- Programmes are paid for in advance
- Work on personalised resources may begin before materials are issued
- Fees cover planning, preparation, administration, assessment and reserved service capacity
- Failure to engage with issued materials does not remove the obligation to pay agreed fees
- Services may be paused or terminated where payments are overdue
Any separate payment terms, invoices or written service agreements issued to the client will form part of the overall agreement.
13. Complaints
Concerns should be raised with Inspired Ed as soon as possible so that they can be considered and resolved.
Complaints will be handled in accordance with the Inspired Ed Complaints Policy, which explains the informal and formal routes available.
Raising a genuine complaint will not result in unfair treatment of the learner or client.
14. Ending the Agreement
Either Inspired Ed or the client may normally end the agreement by providing 60 days’ written notice.
Unless otherwise agreed:
- Fees already paid are non-refundable
- Refunds will not normally be issued for unused months
- Refunds will not normally be issued where the learner does not engage with materials
- Prepared, personalised or dispatched resources cannot normally be returned for a refund
- Outstanding fees remain payable up to the end of the notice period
In exceptional circumstances, such as a significant and unexpected change in the learner’s needs, Inspired Ed may offer a partial credit, programme transfer or alternative arrangement at its discretion.
15. Immediate Suspension or Termination
Inspired Ed may suspend or terminate the service without the usual notice period where:
- There is a serious safeguarding concern
- Continuing the service could create an unacceptable safety risk
- The service is being used unlawfully or dishonestly
- Evidence submitted for assessment is believed to be fraudulent
- The client repeatedly behaves in an abusive, threatening or discriminatory manner
- Required payments remain overdue
- The client fails to provide essential information
- Inspired Ed can no longer reasonably or safely meet the learner’s needs
Where possible and appropriate, Inspired Ed will explain the reason for the decision in writing.
16. Events Outside Reasonable Control
Inspired Ed will not be responsible for delays or failure to provide part of the service where this results from circumstances outside its reasonable control.
These may include:
- Postal or courier disruption
- Supplier failure
- Internet or technology failure
- Illness or emergency
- Severe weather
- Changes made by AQA
- Government restrictions
- Industrial action
- Other exceptional events
Inspired Ed will communicate significant disruption and take reasonable steps to resume or adapt the service.
17. Agreement and Review
The client’s purchase, commissioning or continued use of the programme indicates acceptance of this Service Level Agreement alongside any applicable payment terms, policies or individual written agreement.
This agreement will be reviewed annually or sooner where:
- The service changes
- AQA requirements change
- Legislation or statutory guidance changes
- A significant issue identifies a need for revision
The next scheduled review date is 1 July 2027.