1. Purpose of these Terms
These Terms of Service explain the terms on which Riforma Tutoring & Advisory FZE provides academic support services to students and families.
 

By enquiring, booking a consultation, purchasing an academic support plan, attending a session, using our website, accessing our materials, or using any Riforma service, you agree to these Terms.

If you are a parent or guardian purchasing services for a student, you are responsible for ensuring that the student understands and follows these Terms where relevant.

These Terms should be read together with our:
- Privacy Policy
- Cookie Policy
- Website Terms of Use
- Safeguarding / Online Learning Policy, where applicable
- Any plan confirmation, invoice, proposal, or booking confirmation issued by Riforma

If there is a conflict between these Terms and a written plan confirmation issued by Riforma, the written plan confirmation will apply to the specific academic support plan purchased.

2. About Riforma
Riforma Tutoring & Advisory FZE provides structured academic support for international-school students, including IB, IGCSE, MYP, A Levels, AP, and related curricula.

Riforma is not a tutor marketplace. We provide a managed academic support system that may include academic diagnosis, tutor matching, academic planning, structured teaching, progress visibility, parent updates, and senior or examiner-level guidance where applicable.
 

Business name: Riforma Tutoring & Advisory FZE
Registered address: Block B, Office B50-185 Sharjah Research, Technology & Innovation Park, Sharjah, UAE 
Licence / registration number: 10100
Email: support@riformaedu.com
Phone / WhatsApp: +971508815423

3. Key Definitions
In these Terms, the following words have the meanings below.

“Riforma,” “we,” “us,” or “our” means Riforma Tutoring & Advisory FZE.
“Client,” “you,” or “your” means the parent, guardian, student, adult learner, school, or organisation purchasing or using Riforma services.
“Student” means the student receiving academic support.
“Parent” or “Guardian” means the adult responsible for purchasing, approving, or overseeing support for a minor student.
“Services” means any academic support, tutoring, academic consultation, advisory, mentoring, assessment, review, guidance, or related service provided by Riforma.
“Academic Support Cycle” means a prepaid structured academic support plan with a fixed support capacity and validity period.
“Monthly Academic Support Plan” means an ongoing monthly academic support arrangement with recurring monthly billing and a monthly support-hour allocation.
“Support Hours” means the delivery capacity available within a support plan. Support Hours may be used for live 1:1 sessions, academic guidance, structured review, or other approved support activities depending on the plan and service type.
“Educator Profile” means the category of tutor, teacher, examiner, or specialist assigned to the student, such as IBDP Experienced Tutors, IB World School Teachers, or IB Examiners & Senior Specialists.
“Tutor,” “Educator,” or “Specialist” means an individual assigned by Riforma to deliver academic support.
“Session” means a scheduled online or in-person academic support meeting, class, review, consultation, or guidance session.
“Plan Confirmation” means the written confirmation, invoice, proposal, email, or message that sets out the selected plan, price, validity, subjects, educator profile, payment method, and any special conditions.
“Teaching Materials” means any notes, recordings, worksheets, summaries, feedback, documents, templates, slides, resources, or other materials provided by Riforma or its educators.

“Website” means riformaedu.com and any related Riforma pages, platforms, portals, or online systems.

4. Riforma’s Academic Support Model
Riforma does not sell tutoring hours as a standalone service.
 

We diagnose academic gaps, prescribe structured academic support, assign the right educator profile, monitor implementation, and adjust support as the student progresses. Support Hours are the delivery capacity inside the academic support plan.
 

A student’s recommended plan may depend on:
- curriculum and grade level
- subject or subjects required
- current academic gaps
- assessment or exam timeline
- target outcomes
- required educator profile
- frequency of support
- availability and scheduling
- whether IA, EE, TOK, IO, coursework, or exam strategy guidance is involved
 

Riforma may recommend a different support plan than the one initially requested if we believe the requested plan is not appropriate for the student’s needs.
 

We do not guarantee any specific grade, score, school result, university admission outcome, or examination result.
 

5. Accounts, Enquiries, and Bookings
You may enquire through our website, WhatsApp, email, phone, advertisement forms, consultation forms, or other approved channels.
 

To purchase a plan, you may be required to provide:
- parent / guardian name
- student name
- email and phone number
- school and curriculum
- grade level
- subject requirements
- timezone and availability
- learning goals
- relevant academic background
- payment details
- any other information required to deliver the Services
 

A booking is confirmed only when Riforma issues a written confirmation and payment has been received, unless otherwise agreed in writing.
Riforma reserves the right to decline, delay, revise, or cancel a booking before confirmation where:
- the required educator profile is unavailable
- the requested subject or timing is not feasible
- the student’s needs are outside the scope of the plan
- payment has not been completed
- incorrect or incomplete information has been provided
- there are safeguarding, conduct, or compliance concerns
 

If Riforma cannot confirm a booking after payment has been made, Riforma will either propose an alternative arrangement or issue a refund for the amount paid for the unconfirmed service.
 

6. Academic Support Cycles
Academic Support Cycles are prepaid structured plans with a defined support capacity, validity period, and educator profile.
 

The Plan Confirmation will specify:
- plan name
- number of Support Hours
- educator profile
- subjects covered
- validity period
- price and payment method
- applicable currency
- any included features
- any excluded services
- any special conditions
Support Hours in an Academic Support Cycle may only be used within the validity period stated in the Plan Confirmation.
 

Unused Support Hours that expire due to non-use, non-attendance, lack of scheduling participation, or reasons attributable to the Client or

 

Student are not refundable unless otherwise required by applicable law or expressly agreed in writing.
Where a plan allows use across multiple subjects, this is subject to tutor availability, academic suitability, and Riforma’s approval.

7. Monthly Academic Support Plans
Monthly Academic Support Plans are designed for families who prefer recurring monthly billing and ongoing academic support with lower upfront commitment.
 

The Plan Confirmation will specify:
- monthly Support Hours
- monthly fee
- educator profile
- billing date
- payment method
- rollover conditions
- pause/cancellation policy
- subjects covered
- any special conditions
 

Monthly Academic Support Plans require a valid card or approved recurring payment method.
 

Unused Support Hours may roll over while the Monthly Academic Support Plan remains active, subject to the rollover policy stated in the Plan Confirmation.
 

If a Monthly Academic Support Plan is cancelled, paused, unpaid, or terminated, any unused rollover hours must be used within the post-cancellation validity period stated in the Plan Confirmation. If no period is stated, unused rollover hours must be used within 30 days from cancellation or termination.
 

Monthly plans may be upgraded at any time, subject to availability and payment adjustment. Downgrades apply from the next billing cycle unless otherwise agreed.
 

Riforma may suspend support if the monthly payment fails, is reversed, or remains unpaid.
 

8. Educator Profiles and Tutor Matching
Riforma assigns educators based on student need, subject requirement, tutor availability, educator profile selected, and academic fit.
 

Educator profiles may include:
- IBDP Experienced Tutors
- IB World School Teachers
- IB Examiners & Senior Specialists
- IGCSE / MYP / A Level / AP experienced educators
- Subject specialists
- Academic advisors or senior academic reviewers
 

Riforma may provide one or more tutor recommendations, but final tutor allocation remains subject to availability and operational suitability.
 

Riforma may replace or change a tutor where necessary, including due to:
- availability changes
- illness or personal emergency
- scheduling issues
- quality concerns
- student-tutor fit
- academic requirement changes
- operational needs
 

A change of tutor does not automatically entitle the Client to a refund, provided Riforma offers a suitable replacement or alternative arrangement.
 

9. Relationship with Tutors
The Client’s contract is with Riforma, not with the tutor.
 

Tutors, teachers, examiners, and specialists may be employees, contractors, consultants, or external educators engaged by Riforma.
 

The Client and Student must not directly hire, solicit, contract with, pay, or receive private services from any tutor, teacher, examiner, specialist, or academic advisor introduced by Riforma, whether during the active service period or for 12 months after the last Riforma session involving that educator.
 

If a Client or Student directly engages a Riforma-introduced educator without Riforma’s written permission, Riforma reserves the right to:
- terminate the active plan
- revoke access to remaining Support Hours
- charge an introduction / placement / loss-of-business fee
- pursue any other remedy available under applicable law
 

This restriction is important because Riforma invests in educator recruitment, vetting, matching, training, quality control, academic planning, parent communication, and operational support.
 

10. Sessions and Scheduling
Sessions may take place online through Zoom, Google Meet, Microsoft Teams, or another approved platform. In-person support may be arranged only if expressly agreed in writing.
 

Session dates and times are scheduled based on:
- tutor availability
- student availability
- timezone
- academic urgency
- selected plan
- subject requirement
 

The Client and Student are responsible for responding promptly to scheduling communications. If the Client or Student fails to respond or participate in scheduling, Riforma may not be responsible for unused or expired Support Hours.
 

For online sessions, the Client and Student are responsible for:
- stable internet connection
- suitable device
- quiet learning environment
- required materials
- joining on time
- using the agreed platform appropriately
 

11. Session Cancellations, Rescheduling, and No-Shows
Unless otherwise stated in the Plan Confirmation, a scheduled session must be cancelled or rescheduled at least 24 hours before the scheduled start time.
 

If a session is cancelled with at least 24 hours’ notice, the Support Hours for that session will not be deducted.
 

If a session is cancelled with less than 24 hours’ notice, or the Student does not attend, the session may be treated as used and the corresponding Support Hours may be

deducted.
 

If the tutor is unable to attend or Riforma needs to reschedule a session, the Support Hours will not be deducted, and Riforma will arrange a replacement session or suitable alternative.
 

Repeated cancellations, no-shows, late arrivals, or failure to schedule may affect tutor availability and plan continuity.
 

12. Demo, Trial, and Initial Sessions
Riforma may offer a demo, trial, or initial session where appropriate, subject to tutor availability and commercial alignment.
 

A demo or initial session is intended to confirm tutor fit, teaching style, and academic suitability. It does not guarantee continued availability of the same tutor unless the plan is activated and confirmed.
 

Before arranging a demo, Riforma may confirm that the recommended support range is suitable for the family. This helps ensure that the demo is useful and that the family is ready to proceed if the tutor fit is right.
 

Any free, discounted, or trial session is subject to Riforma’s discretion and may be withdrawn or modified at any time.

The Tutor Fit Guarantee applies only to the first paid academic support plan and does not apply to free consultations, unpaid diagnostic calls, or informal introductory discussions.

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13. Satisfaction, Tutor Fit, and RematchingTutor Fit Guarantee
Riforma aims to match each student with an appropriate educator based on the student’s curriculum, subject level, academic gaps, goals, availability, and selected educator profile.

For new students, Riforma offers a Tutor Fit Guarantee on the first paid academic support plan.
 

If the Client or Student is not satisfied with the tutor fit after the first two Support Hours, the Client must notify Riforma in writing within 48 hours of completing the second

Support Hour and provide reasonable details about the concern.
 

After receiving the concern, Riforma will review the feedback and may, at its discretion:
- speak with the tutor;
- adjust the academic support approach;
- arrange a replacement tutor;
- recommend a different educator profile;
- revise the support structure; or
- provide another suitable support adjustment.
 

If Riforma arranges a replacement tutor or adjusted support plan, the Student should complete up to two further Support Hours with the replacement tutor or adjusted support arrangement.
 

If, after those further two Support Hours, the Client remains dissatisfied and notifies Riforma in writing within 48 hours, Riforma will issue a full refund of the plan fee paid for that first academic support plan, and the plan will be terminated.
 

The Tutor Fit Guarantee applies only where:
- the concern is raised within the stated time period;
- the Student has completed the required initial Support Hours;
- the Client has provided reasonable details of the concern;
- the Client has allowed Riforma a reasonable opportunity to arrange a replacement or support adjustment; and
- the concern relates to tutor fit, teaching approach, academic suitability, or support delivery.
 

The Tutor Fit Guarantee does not apply where dissatisfaction is mainly due to:
- missed sessions or late cancellations by the Student or Client;
- failure to respond to scheduling communications;
- lack of availability from the Student or Client;
- change of mind unrelated to tutor fit or support delivery;
- disagreement with pricing after plan activation;
- failure to complete assigned work;
- expected grade improvement not being achieved;
- school, exam board, or university decisions;
- academic integrity restrictions;
- request for a specific tutor who is unavailable;
- use of more than the permitted initial Support Hours before raising the concern;
- breach of these Terms by the Client or Student.
 

The Tutor Fit Guarantee applies once per Student, unless Riforma agrees otherwise in writing.

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14. IA, EE, TOK, IO, Coursework, and Academic Integrity
Riforma may provide academic guidance for IA, EE, TOK, IO, coursework, research, essay structure, source evaluation, rubric interpretation, and exam preparation where appropriate.
 

However, Riforma does not:
- write student work
- rewrite student work
- complete assignments
- fabricate research or data
- provide work for submission as the student’s own
- guarantee marks or moderation outcomes
- assist with academic dishonesty
 

Riforma may provide feedback, comments, annotations, planning support, rubric-based direction, and verbal/written guidance within appropriate academic integrity boundaries.
 

The Client and Student are responsible for ensuring that any guidance received is permitted under the rules of the student’s school, examination board, or awarding body.
 

Dedicated IA / EE / TOK / IO guidance packages may be priced separately and may be subject to additional terms.
 

15. Recordings, Notes, and Materials
Depending on the selected plan, platform, educator profile, and operational setup, sessions may include:
- class notes
- summaries
- recordings
- worksheets
- feedback
- homework guidance
- progress notes
- academic planning documents
 

Where sessions are recorded, the Client and Student consent to such recording by attending the session. If the Student is a minor, the Parent or Guardian gives such consent on behalf of the Student.
 

Recordings and materials are provided for personal educational use only and must not be shared, published, uploaded, sold, copied, or distributed without Riforma’s written permission.
 

Riforma may use internal notes, recordings, and feedback for quality control, tutor training, safeguarding review, and academic continuity, subject to applicable privacy laws and Riforma’s Privacy Policy.
 

16. Pricing and Payment
Prices are displayed on the website, proposal, invoice, or Plan Confirmation.
 

Prices may be shown in USD, AED, EUR, or another currency for convenience. Final billing currency may depend on the selected payment method, invoice, payment provider, or written agreement.
 

Payment methods may include:
- bank transfer
- card payment
- payment link
- recurring monthly card billing
- other approved payment method
 

Bank transfer may be available in AED, USD, or EUR, subject to Riforma’s current banking arrangements.
Card payments may be subject to processing fees. Unless otherwise stated:
- AED card payment: 3.5% processing fee
- USD / EUR card payment: 5% processing fee
 

Monthly Academic Support Plans require an approved recurring payment method.
 

Third-party payment providers may process payments on Riforma’s behalf. Their own terms, privacy policies, and payment conditions may apply. Riforma does not store full card details unless processed through an approved secure provider.

Any published guarantee, refund, or plan-adjustment policy applies only according to the conditions stated in these Terms and the applicable Plan Confirmation.

Riforma may update prices from time to time. Price changes will not affect a confirmed and paid Plan Confirmation unless expressly agreed or required by law.
 

17. Refunds, Plan Adjustments, and Tutor Fit Guarantee
Riforma’s academic support plans are structured around tutor allocation, scheduling, academic planning, and reserved support capacity.
 

For new students, Riforma provides a Tutor Fit Guarantee as described in these Terms. Where the Tutor Fit Guarantee applies and its conditions are met, Riforma will issue a full refund of the plan fee paid for the first academic support plan and terminate that plan.
Outside the Tutor Fit Guarantee, prepaid Academic Support Cycles are generally non-refundable after activation, except where required by applicable law or expressly agreed in

writing.

Refund or adjustment requests are reviewed based on:
- whether the plan has been activated;
- number of Support Hours used;
- tutor allocation already made;
- scheduling commitments;
- payment method;
- reason for the request;
- whether Riforma has offered a suitable replacement tutor or support adjustment;
- whether the Client or Student has complied with scheduling and attendance requirements;
- applicable consumer protection requirements.
 

Where appropriate, Riforma may offer:
- tutor rematch;
- revised support plan;
- different educator profile;
- credit extension;
- rescheduling support;
- partial credit;
- partial refund;
- transfer to another eligible Riforma service.
 

Refunds are not normally provided for:
- unused Support Hours that expire due to Client or Student non-use;
- missed sessions without required notice;
- failure to respond to scheduling communications;
- change of mind after plan activation;
- inability to attend for reasons not caused by Riforma;
- dissatisfaction where a reasonable rematch or adjustment has been offered;
- failure to achieve a desired grade, score, or academic result;
- requests made outside the Tutor Fit Guarantee period.
 

If a refund is approved, it will normally be processed using the original payment method unless otherwise agreed.
 

Any third-party card processing charges, bank charges, currency conversion charges, or transfer fees may be non-refundable where such charges are not returned to Riforma by the payment provider, provided this has been clearly disclosed and is permitted under applicable law.

 

18. Validity, Expiry, and Rollover
Each Academic Support Cycle has a validity period stated on the website or in the Plan Confirmation.
Support Hours must be used within the applicable validity period.
 

Monthly Academic Support Plan rollover applies only while the monthly plan remains active and paid.
 

If a Monthly Academic Support Plan is cancelled, paused, unpaid, or terminated, any unused rollover hours will be subject to the applicable post-cancellation validity period.
Support Hours are not cash equivalents and cannot be exchanged for money, transferred to another family, sold, or used outside the approved Riforma service scope unless Riforma agrees in writing.
 

19. Student Conduct and Parent Responsibilities
The Student and Parent must:
- attend sessions on time
- communicate respectfully
- provide accurate academic information
- complete agreed work where applicable
- use approved platforms appropriately
- comply with academic integrity rules
- avoid abusive, discriminatory, inappropriate, or unsafe behaviour
- not record, distribute, or publish sessions without consent
- not share tutor contact details or platform access with third parties
- not attempt to bypass Riforma by privately engaging tutors
 

Riforma may suspend or terminate support if the Student, Parent, or Client engages in behaviour that is unsafe, abusive, dishonest, unlawful, or materially disruptive.
 

20. Safeguarding and Online Learning
Riforma aims to maintain appropriate standards for online learning and student safety.
 

Parents or guardians are responsible for ensuring that minor students use Riforma’s services in an appropriate environment.
 

Riforma may require sessions involving minors to take place on approved platforms and through approved accounts.
 

If a safeguarding concern arises, the Client should contact Riforma immediately using the published contact details.
 

Riforma may suspend or modify service delivery where safeguarding concerns arise.
 

21. No Guarantee of Academic Outcomes
 

Riforma provides academic support with reasonable skill and care.
However, academic outcomes depend on many factors outside Riforma’s control, including:
- student effort
- attendance
- school assessments
- exam difficulty
- prior knowledge gaps
- consistency of practice
- school marking policies
- examination board moderation
- deadlines
- health and personal circumstances
 

Riforma does not guarantee any specific grade, score, university offer, school result, scholarship, admission decision, or examination outcome.
 

Any examples, testimonials, or case studies are illustrative and do not guarantee future results.
 

22. Third-Party Platforms and Tools
 

Riforma may use third-party tools such as video platforms, payment providers, scheduling tools, learning platforms, forms, cloud storage, email, CRM systems, or communication tools.
 

These third-party services are outside Riforma’s full control and may have their own terms, conditions, and privacy policies.
Riforma is not responsible for interruptions, outages, data issues, or failures caused by third-party platforms, but will take reasonable steps to reduce disruption where possible.
 

23. Website Use
When using the Website, you must not:
- misuse the Website
- attempt unauthorised access
- introduce viruses, malware, or harmful code
- scrape, copy, or exploit website content without permission
- interfere with site security
- use the Website for unlawful purposes
- submit false, misleading, or harmful information
 

Riforma does not guarantee that the Website will always be available, error-free, secure, or free from bugs or viruses.
 

You are responsible for using appropriate device security, browser settings, and virus protection.
Riforma may update, suspend, or modify the Website at any time.
 

24. Intellectual Property
All Riforma content, including the Website, brand name, logo, teaching materials, notes, frameworks, templates, academic plans, summaries, recordings, designs, graphics, documents, and other materials, is owned by Riforma or licensed to Riforma.
 

You may use materials provided by Riforma only for the Student’s personal educational use.
 

You must not copy, reproduce, distribute, sell, publish, upload, modify, commercially exploit, or share Riforma materials without written permission.
 

All intellectual property rights remain with Riforma or the relevant rights holder.
 

25. Privacy and Data Protection
 

Riforma processes personal data in accordance with its Privacy Policy.
Personal data may be collected and used for:
- enquiries
- consultations
- student profile creation
- academic planning
- tutor matching
- session delivery
- payment processing
- parent communication
- progress reporting
- quality control
- legal and compliance purposes
- marketing where permitted
 

By using Riforma services, you agree to the handling of personal data as described in the Privacy Policy.
Parents or guardians are responsible for giving appropriate consent for minor students where required.
 

26. Suspension and Termination
Riforma may suspend or terminate services if:
- payment is overdue or fails
- the Client breaches these Terms
- the Student breaches conduct expectations
- inaccurate or misleading information is provided
- Riforma is unable to safely or properly deliver services
- the Client attempts to privately engage a Riforma tutor
- there are safeguarding or legal concerns
- continued service becomes impractical or inappropriate
 

Upon termination, access to future sessions, recordings, materials, or unused Support Hours may be revoked, subject to applicable law and any written Plan Confirmation.
 

Any outstanding amounts remain payable.
 

27. Liability
Riforma is responsible for providing services with reasonable skill and care.
To the maximum extent permitted by applicable law, Riforma is not liable for:
- indirect or consequential loss
- loss of profits
- loss of business
- loss of data
- loss of opportunity
- loss of reputation
- academic outcomes not achieved
- school or exam decisions
- university admission decisions
- interruptions caused by third-party platforms
- technology failures outside Riforma’s reasonable control
- delays caused by the Client, Student, tutor availability, or force majeure events
Nothing in these Terms excludes liability where it cannot legally be excluded.
28. Force Majeure
Riforma is not responsible for delay or failure caused by events outside its reasonable control, including:
- internet outages
- platform failures
- power outages
- illness or emergency
- natural disasters
- war or civil unrest
- government restrictions
- payment provider failure
- cyber incidents
- events affecting tutors, students, or suppliers
Where possible, Riforma will take reasonable steps to reduce disruption and arrange alternatives.
29. Changes to These Terms
Riforma may update these Terms from time to time.
The version published on the Website or shared with the Client at the time of booking will apply unless a later version is expressly accepted or required by law.
If material changes are made, Riforma may notify active clients by email, website notice, or other reasonable communication channel.
Continued use of Riforma services after changes are published may be treated as acceptance of the updated Terms.
30. Governing Law and Dispute Resolution
These Terms are governed by the laws applicable in the United Arab Emirates, unless otherwise stated in a written agreement.
Any dispute should first be raised with Riforma in writing so that both parties can attempt to resolve the issue in good faith.
If the dispute cannot be resolved informally, it will be handled by the competent courts or dispute resolution forum applicable to Riforma Tutoring & Advisory FZE, subject to legal advice and applicable law.
Legal review required: Please confirm the exact governing law and dispute forum with UAE legal counsel before publishing this section.
31. Complaints and Contact
If you have a complaint or concern about Riforma’s services, please contact us as soon as possible.
Email: [Insert email]
Phone / WhatsApp: [Insert number]
Address: [Insert registered address]
Please include:
- parent / guardian name
- student name
- plan name
- tutor name, if applicable
- session date, if applicable
- description of the concern
- requested outcome
Riforma will review the complaint and respond within a reasonable time.