Simones Tutoring FZE — Complaint Resolution Policy

Last Updated: May 10, 2026

This Complaint Resolution Policy (“Policy”) explains how complaints, disputes, concerns, and escalations may be handled by Simones Tutoring FZE (“Simones Tutoring,” “we,” “our,” or “us”) in connection with our tutoring services, educational programs, websites, applications, communication systems, and related Services (“Services”).

Simones Tutoring is committed to handling concerns professionally, fairly, and in a timely manner wherever reasonably possible.

This Policy applies to:

• Students and learners;

• Parents and guardians;

• Tutors and educators;

• Institutional partners;

• Website users and customers;

• Community participants.

1. Purpose of This Policy

The purpose of this Policy is to:

• Provide a structured complaint process;

• Encourage timely issue resolution;

• Support fair communication;

• Promote respectful dispute handling;

• Maintain educational and operational standards.

This Policy should be read together with:

• Terms of Service;

• Community Standards;

• Refund and Cancellation Policy;

• Privacy Policies;

• Other applicable platform policies.

2. Types of Complaints Covered

This Policy may apply to concerns involving:

• Tutoring sessions or educator conduct;

• Billing or payment disputes;

• Refund requests;

• Technical platform issues;

• Scheduling concerns;

• Educational service quality;

• Safety or moderation concerns;

• Privacy-related concerns;

• Account restrictions or suspensions;

• Institutional or partnership matters.

Certain legal or emergency matters may require separate procedures.

3. Submitting a Complaint

Users may submit complaints by contacting Simones Tutoring support using the contact information provided below.

Complaints should include:

• Full name and contact information;

• Relevant account or enrollment details;

• Description of the issue;

• Dates or session references where applicable;

• Supporting documentation or screenshots where available;

• Desired resolution if applicable.

Providing complete information may help speed up the review process.

4. Initial Review and Response Timelines

After receiving a complaint, Simones Tutoring may:

• Acknowledge receipt of the complaint;

• Request additional information;

• Review account or session records;

• Investigate relevant communications or platform activity.

Response timelines may vary depending on:

• Complexity of the issue;

• Volume of requests;

• Availability of information;

• Legal or safety considerations.

While timelines are not guaranteed, Simones Tutoring aims to review complaints within a reasonable timeframe where practical.

5. Support Escalation Process

If a user believes a matter has not been resolved appropriately, the complaint may be escalated internally for additional review.

Escalation review may involve:

• Senior support personnel;

• Platform management;

• Safety or moderation teams;

• Billing or operational review teams;

• Legal or compliance review where appropriate.

Escalation decisions may consider:

• Platform records;

• Policy compliance;

• Safety concerns;

• Educational or operational context.

6. Refund and Billing Disputes

Billing or refund concerns may be reviewed in accordance with:

• Refund and Cancellation Policy;

• Subscription terms;

• Promotional or credit rules;

• Applicable payment provider requirements.

Users are encouraged to contact Simones Tutoring before initiating chargebacks or external payment disputes.

Fraudulent or abusive chargebacks may result in:

• Account restrictions;

• Service suspension;

• Investigation or enforcement actions.

7. Safety and Conduct Complaints

Complaints involving:

• Harassment;

• Inappropriate educator conduct;

• Child safety concerns;

• Abuse or threats;

• Privacy violations;

• Fraudulent behavior

may receive priority review.

Simones Tutoring reserves the right to:

• Restrict accounts;

• Suspend access;

• Remove content;

• Escalate matters to authorities where legally appropriate.

8. Institutional and Partnership Disputes

Schools, organizations, NGOs, districts, ministries, or institutional partners may submit operational or contractual concerns through designated support or partnership channels.

Certain institutional disputes may also be governed by:

• Separate agreements;

• Statements of work;

• Licensing arrangements;

• Commercial contracts.

9. Mediation and Informal Resolution

Before pursuing formal legal action, users are encouraged to attempt informal resolution through Simones Tutoring’s support and escalation process.

Where appropriate and permitted by law, parties may mutually agree to:

• Informal negotiations;

• Mediation;

• Alternative dispute resolution procedures.

Participation in mediation or informal resolution processes may depend on:

• Applicable laws;

• Contractual terms;

• Nature of the dispute.

10. Arbitration and Legal Proceedings

Where permitted by applicable law or agreed contractually, certain disputes may be subject to:

• Arbitration procedures;

• Venue limitations;

• Jurisdictional requirements;

• Contractual dispute resolution clauses.

Unless otherwise required by law, disputes relating to Simones Tutoring Services may be governed by the laws of the United Arab Emirates.

Nothing in this Policy limits rights that cannot legally be waived under applicable law.

11. User Responsibilities During Complaints

Users submitting complaints are expected to:

• Provide truthful information;

• Communicate respectfully;

• Avoid harassment or abuse;

• Cooperate reasonably during investigations.

Users may not:

• Submit knowingly false complaints;

• Abuse reporting systems;

• Threaten or harass staff or educators;

• Share confidential investigation information improperly.

Simones Tutoring reserves the right to take action regarding abusive complaint behavior.

12. Confidentiality and Investigations

Certain complaints may involve confidential reviews, safety investigations, or legal considerations.

Simones Tutoring may limit disclosure of:

• Internal review details;

• Personnel actions;

• Safety investigations;

• Moderation decisions;

• Third-party information.

We reserve the right to determine how complaints are investigated and resolved.

13. Changes to This Policy

Simones Tutoring reserves the right to update or modify this Complaint Resolution Policy periodically.

Updated versions become effective upon posting unless otherwise stated.

Continued use of the Services after updates constitutes acceptance of the revised Policy.

14. Contact Information

If you wish to submit a complaint or request escalation review, please contact:

Simones Tutoring FZE

Dubai, United Arab Emirates
Email: info@simonesutoring.com
Website: https://www.simonesutoring.com

Important Notice

This document is provided for informational and operational purposes only and does not constitute legal advice.

Simones Tutoring should consult qualified legal counsel regarding:

• UAE consumer protection laws;

• Educational dispute procedures;

• Arbitration requirements;

• Cross-border dispute handling;

• Child safety escalation obligations;

• International platform compliance.