Service Terms and Conditions

1. Contract documents and priority

The service contract consists of, in descending order of priority: the signed Education Client Agreement and its Service Order; a written proposal or invoice expressly accepted by both parties; these Service Terms; the Refund and Rescheduling Policy; and the Website Terms of Use. A statement on a marketing page or social post does not alter the contract unless incorporated in writing.

2. Client and student

For a minor, the Client is the parent or legal guardian who enters the contract and is responsible for payment, authority and necessary decisions. The Student is the minor receiving support. For an adult student, the adult student is both Client and Student unless another payer is expressly included. The Client confirms that information provided about authority, age, education and relevant circumstances is accurate.

3. Contract formation

A Website application is not a contract. Applications close on 31 August 2026 and are read after the deadline has closed. Every complete application submitted before the deadline receives a written decision by email. Applicants taken forward are then invited to an interview, which is by invitation only. Before a place is confirmed, the applicant completes the educational baseline, a one-time paid step of $500. That fee buys a teaching-based session with the Provider and the written plan that follows from it. It is used to decide whether the Provider will work with the student and to build that student's plan, and it does not on its own reserve or guarantee a place. A contract for the programme is formed only when the Provider confirms acceptance and availability; the Client accepts the applicable written terms; any required parent or guardian confirmations are completed; and the first monthly payment is received or an approved payment plan begins.

4. Scope of service

The Service Order will identify the Student and contracting Client; the monthly fee, currency and taxes; the date in each month on which that fee falls due; the programme start date and end date; the number of sessions included in each month; the notice period required to withdraw; the fixed weekly session time and duration; included preparation, written materials or between-session communication; and parent participation. Only items expressly included in the Service Order are included. Additional sessions, reports, school meetings, urgent turnaround, extensive document review or messaging may require a separate fee and agreement.

5. Educational boundaries

The Provider may teach academic content and support planning, initiation, organisation, study methods, error checking, task breakdown, reflection and gradual transfer of responsibility. The Provider does not provide diagnosis, psychotherapy, medical treatment, medication advice, formal neuropsychological assessment, legal representation or crisis intervention. The Provider does not produce formal documentation in support of examination access arrangements or any other accommodation. The educational baseline is a teaching-based step used to plan the student's work; it is not a clinical or psychological assessment.

6. Sessions

Sessions are weekly, at a fixed time between Monday and Friday, and are normally delivered online through Google Meet. The Client is responsible for a suitable device, internet connection and quiet environment; compatible software and timely access; providing relevant materials with reasonable notice; ensuring a minor can participate safely and appropriately; and making a parent or guardian reachable during a younger minor's session where requested. Late arrival does not normally extend the scheduled end time.

7. Fees and payment

Monthly fees are $1,000, $2,000 or $3,000, depending on the tier of engagement stated in the Service Order. The fee, currency, taxes and due date are stated before a place is accepted. Fees are payable monthly in advance, on the stated date in each month, for the duration of the programme year. The educational baseline fee of $500 is payable once, before a place is confirmed. The Client is responsible for bank, card, foreign-exchange or payment-provider charges not expressly included in the price. Failure to pay may result in suspension, cancellation of future sessions, withholding of non-essential deliverables and recovery of lawful collection costs.

8. Non-refundable fees

A monthly fee is final and non-refundable once the month to which it relates has begun, except where mandatory law requires a refund or withdrawal right; the Provider cancels and cannot offer a reasonable replacement; a duplicate or clearly erroneous charge is confirmed; or the written Service Order expressly provides otherwise. The educational baseline fee is non-refundable once the educational baseline has been delivered, and is refunded in full if it is not delivered. The Client's change of mind, scheduling conflict, travel, loss of interest, failure to attend or decision to stop participating does not automatically create a refund right. This clause does not limit non-waivable consumer rights. The specific EU/EEA withdrawal process is set out below.

9. Rescheduling

Because the unit sold is a month of teaching and not an individual session, a missed session is not refunded and does not carry into the following month. A Client may reschedule one session per calendar month by giving at least 24 hours' notice before the scheduled start time. The replacement time is subject to availability and should fall within the same calendar month. A request made with less than 24 hours' notice, a failure to attend, or an inability to participate from the Client's side is treated as a delivered session and is not refundable or automatically rescheduled. The Provider may make a reasonable exception for a documented emergency but is not obliged to do so unless law requires it.

10. Provider cancellation

If the Provider cannot deliver a session, a replacement session will be offered at a reasonable time. If no reasonable replacement can be given within the same month, a pro-rata credit for the affected session is applied against the following month's fee, or refunded where mandatory law requires.

11. Technical problems

If a substantial technical problem on the Provider's side prevents meaningful delivery, the affected session will be rescheduled or, where no reasonable replacement can be given within the same month, credited against the following month's fee. Technical problems on the Client's side, missing materials, blocked access, forgotten passwords or an unsuitable environment do not normally create a refund. The Provider will make a reasonable effort to use the remaining time productively.

12. Programme term and withdrawal

The programme runs for the academic year, from the start date to the end date stated in the Service Order. A Client may withdraw by giving one calendar month's written notice by email to the Provider. The fee for the current month is not refunded, and no further monthly fees are owed once the notice period has ended. The place is then released, and the Provider is under no obligation to hold it open or to offer it again later in the same year. A place is personal to the Student named in the Service Order and cannot be transferred by the Client.

13. Client and student responsibilities

The Client and Student agree to provide accurate and relevant information; attend and participate in good faith; communicate significant changes affecting safety, availability or suitability; complete agreed between-session experiments where reasonably possible; respect boundaries and communication channels; comply with academic-integrity rules; avoid recording or distributing sessions without written consent; and avoid abusive, threatening, discriminatory or harassing conduct.

14. Parent involvement

For a minor, parent involvement will be proportionate to age, service and objectives. The Provider may communicate high-level progress, attendance, agreed priorities and safeguarding concerns to the Client. The Provider will not routinely provide a verbatim account of every student statement. The student needs a workable degree of privacy, subject to safety, legal requirements and the Client's legitimate role.

15. Communications

The Service Order will identify ordinary communication channels and response expectations. Messaging is not continuous crisis support. Unless expressly included, extensive asynchronous review, urgent same-day requests and weekend availability are not part of the service. Direct communication with a minor should occur through approved educational channels, with the parent or guardian included or able to access the channel where appropriate. Personal social-media messaging with a minor is not an approved service channel.

16. Confidentiality and safeguarding limits

The Provider will use reasonable care with Client and Student information. Confidentiality is not absolute. Information may be disclosed where reasonably necessary or legally required to respond to a serious and imminent risk; address suspected abuse, exploitation or neglect; comply with a court order, legal duty or professional advice; protect the rights or safety of the Student, Provider or another person; or investigate fraud, threats or serious misconduct. Because safeguarding and reporting duties vary by location, the Provider may seek appropriate legal or safeguarding guidance.

17. School and professional communication

The Provider will not contact a school, university, clinician or other professional without the Client's written authorisation, except where law permits or requires disclosure for safety. Any school meeting or professional coordination must be included in the Service Order or separately agreed. The Provider does not produce documentation intended to support a request for accommodations, and cannot guarantee that an institution will act on anything the Provider provides.

18. Academic integrity

The Provider may explain, question, model, review drafts and support planning within the institution's rules. The Provider will not knowingly produce work for submission as the Student's own or facilitate cheating. If the boundary is unclear, the Student must confirm the institution's permitted-assistance rules. The Provider may refuse work that appears inconsistent with academic integrity.

19. Recordings

Sessions are not recorded by default. No party may record audio, video, screen or chat without the prior written agreement of all required participants and, for a minor, the Client. A separate recording consent must specify purpose, access, storage, retention and deletion. Consent to tutoring is not consent to use recordings for marketing, training or research.

20. Research separation

Paid service data will not automatically be used as identifiable research data. Research participation requires a separate invitation, participant-information document, consent process and ethics approval where applicable. Declining or withdrawing from research will not affect paid services. A testimonial, case study, service evaluation and research study are different activities and require the correct separate permission.

21. Materials and intellectual property

The Client receives a personal, non-transferable licence to use Provider-created worksheets, guides, templates and session materials for the Student's own education. Ownership of the Provider's pre-existing and original methods, text, templates and resources remains with the Provider. The Student retains ownership of the Student's original work. The Provider may retain de-identified operational knowledge, but may not publish an identifiable case without separate written permission and any required ethics process.

22. Results and decisions

The Provider will use reasonable professional care but does not guarantee grades, admission, examination results, scholarships, diagnosis, accommodations, independence, symptom change or a specific timeline. The Client remains responsible for educational, medical, legal and parenting decisions. The Student remains responsible for submitted work and institutional compliance.

23. Suspension or termination

The Provider may suspend or terminate services for non-payment; repeated non-attendance; abusive or unsafe conduct; academic-integrity concerns; needs outside educational scope; lack of a workable relationship; material misrepresentation; a conflict of interest; or legal, safeguarding or capacity reasons. The Provider will explain the decision where appropriate. Amounts for services already delivered, reserved or non-refundable remain payable. Any refund for genuinely undelivered services will be determined under the contract and mandatory law. The Client may stop participation at any time, but the non-refundable and withdrawal terms continue to apply.

24. Complaints

A complaint should be sent to hello@serenellamuradoregallas.info with the Client name, service, relevant dates, concern and requested resolution. The Provider aims to acknowledge it within ten business days. The parties should first attempt a good-faith resolution. This does not prevent a consumer from using mandatory complaint, chargeback, regulatory or court rights.

25. Chargebacks

Before initiating a chargeback, the Client should contact the Provider so that an error or contractual issue can be reviewed. Nothing in this clause prevents a lawful chargeback or consumer remedy. Knowingly false or abusive chargebacks may be contested with relevant contractual records.

26. Force majeure

Neither party is responsible for delay caused by events beyond reasonable control, such as serious illness, widespread outage, natural disaster, war, government restriction or platform failure. The parties will attempt to reschedule or adapt. Mandatory refund rights remain unaffected.

27. Liability

To the maximum extent permitted by law, the Provider is not liable for indirect or consequential loss, lost academic or commercial opportunity, institutional decisions or outcomes outside the Provider's control. Where liability may lawfully be limited, aggregate liability arising from the relevant engagement will not exceed the fees paid for that engagement during the six months preceding the event giving rise to the claim. Nothing excludes liability that cannot legally be excluded, including fraud, wilful misconduct, gross negligence where applicable, death or personal injury caused by negligence, or mandatory consumer rights.

28. European Union and EEA withdrawal rights

Where the Client is an EU/EEA consumer entering a distance contract, the Client may have a statutory 14-day right to withdraw from the day after the contract is concluded. If the Client asks for the service to begin during that period, the Client must make an express request; if the Client withdraws after performance has begun but before full performance, the Client may be required to pay a proportionate amount for services already provided where law permits; once a service has been fully performed, the withdrawal right may be lost only where the Client gave the required prior express consent and acknowledgement; no wording in this contract removes rights that law does not allow the Client to waive. The checkout or agreement uses the separate express-request language in the Education Client Agreement. A general acceptance of terms is not a substitute for that separate acknowledgement.

29. Governing law and consumers

These Terms do not state a choice of governing law or an agreed forum. That choice is being settled with legal counsel and will be published in this section once it is settled. Until it is published, no choice of law and no choice of forum has been agreed, and the question would be decided by the rules that apply where no choice has been made. A consumer keeps the mandatory protections of the country in which they habitually reside, together with the mandatory consumer jurisdiction rules that apply there.