Service & Operational Policy

I. Introduction

This policy outlines the terms and conditions governing the services provided by Mitra Institute of Education (MIE), a division of Luminary Quantum Institute, L.L.C.. By engaging with MIE services, Clients agree to abide by the following guidelines and expectations.

Definitions

MIE: Mitra Institute of Education, the company providing educational services, including but not limited to tutoring, mentoring, and consulting.
Client: Any individual, family, company, or student requesting tutoring or consulting services from MIE.
Mentor: An individual employed by MIE who provides educational services such as tutoring, consulting, or mentoring, as outlined in the service agreement.
Moodle: MIE’s designated platform for communication, scheduling, and session management.

II. Scope of Services

Educational Services

MIE provides online tutoring, consulting, and educational guidance. Services include, but are not limited to:

Tutoring: Various academic subjects from K-12 to undergraduate, and graduate levels.
College Admissions Assistance: Guidance and preparation for college applications and entrance exams.

Note: All services are subject to availability, and MIE reserves the right to modify or discontinue services at its discretion.

III. Payment Terms

Fees and Payment

Clients are required to pay for services according to the current fee schedule, which can be obtained upon request. Payment must be completed before services are rendered, unless otherwise agreed upon.

Payment Method: Clients must use the payment methods specified by MIE.
Due Dates: Payments must be received no later than the date specified in the invoice or agreement.

IV. Refund Policy

Session Cancellation and Refunds

Single-Session Cancellation: Cancellations must be made at least 24 hours in advance through MIE’s designated platform (e.g., Moodle) to avoid a charge for the session. If a cancellation occurs less than 24 hours before the scheduled session, the full session fee will be charged.
Long-Term Service Cancellation: Clients may cancel ongoing services; however, a 10% service fee will be deducted from any remaining balance.
Cancellation Before Using Tutoring Sessions: If you cancel your agreement before using any tutoring sessions, please note that a 20% service fee may apply to cover banking/processing costs, as well as the resources already committed to your session, including course setup and tutor preparation.

Refund Process:

Refunds will be processed within 14 business days. All refunds are subject to the terms specified in the contract or service agreement.

V. Client Responsibilities

Cooperation: Clients are expected to fully cooperate with MIE to facilitate service delivery, including providing necessary materials, adhering to scheduling, and maintaining communication through MIE’s designated platform (e.g., Moodle).
Timely Communication: All communications regarding tutoring or consulting must be conducted through MIE’s designated communication channels.
Material Ownership: Any materials or resources created by MIE or by the Client during the provision of services are the property of MIE. Upon termination of services, the Client must return or destroy these materials as requested by MIE.

VI. Mentor Responsibilities

Service Delivery: Mentors are expected to provide services professionally, in accordance with educational standards.
Confidentiality: Mentors must maintain strict confidentiality concerning Client information, and any records associated with the service.
Session Recording: All tutoring and consulting sessions are recorded on MIE’s platform for quality assurance and dispute resolution purposes. These recordings are accessible only to authorized personnel.

VII. Session Recording and Confidentiality

By engaging MIE’s services, Clients consent to the recording of all tutoring and consulting sessions. These recordings will be stored securely and will only be accessible to authorized MIE personnel. Clients are prohibited from distributing or sharing session recordings without MIE’s prior written consent.

Confidentiality:

Both MIE and Clients agree to maintain the confidentiality of all shared information, including session recordings, personal details, and materials exchanged during sessions. Breaches of confidentiality may lead to the immediate termination of services.

VIII. Cancellation, Tardiness, and Rescheduling

Cancellation Policy:

Clients must provide at least 24 hours’ notice for session cancellations.
Cancellations made less than 24 hours in advance may result in a full charge for the session.

Tardiness Policy:

If the Mentor is more than 10 minutes late without prior notice, Clients may cancel the session without incurring a charge.
If the Client is late, the session will still be conducted as scheduled, and the full fee will apply.

Rescheduling Policy:

If a session needs to be canceled or rescheduled, the Mentor must offer at least three alternative dates/times within one week. The Client must confirm the new date within 24 hours.
The session must be delivered with the same level of professionalism as the original session, and all changes will be documented on MIE’s platform.

IX. Professional Conduct

Both MIE staff and Clients are expected to engage in all interactions with professionalism, courtesy, and respect. Unprofessional behavior or failure to adhere to these standards may result in the termination of services.

X. Miscellaneous

Entire Agreement: This policy constitutes the entire understanding between the parties concerning the services provided by MIE. Any amendments or modifications to this policy must be made in writing.
Severability: If any part of this policy is deemed invalid or unenforceable, the remaining provisions will continue in full force.

XI. Governing Law and Dispute Resolution

Governing Law:

This policy is governed by the laws of the state of Maryland, United States.

Dispute Resolution:

Mediation: In case of disputes, MIE and the Client agree to first attempt mediation in Montgomery County, Maryland, before resorting to legal action.
Arbitration: If mediation fails, any disputes will be resolved through binding arbitration under the rules of the American Arbitration Association, conducted in Montgomery County, Maryland.

XII. Dress Code Guidelines

To maintain a professional learning environment, Clients are encouraged to dress appropriately during online tutoring or consulting sessions. While there is no strict dress code, attire should be conducive to a focused and respectful educational atmosphere.

XIII. Policy Updates

MIE reserves the right to update or modify this policy at any time. Clients will be notified of any significant changes, and continued use of MIE’s services constitutes acceptance of the updated terms.

By engaging with MIE’s services, the Client acknowledges and agrees to the terms outlined in this policy.