Dispute Resolution Policy

1. Introduction

BrightMinds Tutoring is committed to maintaining transparent, fair, and respectful relationships with all students, parents, guardians, tutors, and partners. While we strive for complete satisfaction with our educational services, disagreements may occasionally arise regarding billing, scheduling, service quality, conduct, or contractual terms.

This policy outlines the structured process we follow to resolve disputes efficiently and equitably, ensuring all parties are treated with professionalism and respect. Our goal is to reach amicable resolutions without resorting to litigation, whenever possible.

2. Scope & Applicability

This dispute resolution framework covers, but is not limited to, the following areas:

• Billing discrepancies, refunds, and payment disputes
• Scheduling conflicts, missed sessions, and no-show policies
• Service quality, tutor performance, or academic progress concerns
• Code of conduct violations by students, parents, or tutors
• Interpretation of terms, privacy policies, or enrollment agreements
• Termination of services or contractual obligations

Disputes involving criminal activity, fraud, or illegal conduct are excluded from this policy and will be handled through appropriate legal channels.

3. Resolution Process

We utilize a tiered approach to dispute resolution, prioritizing direct communication and internal mediation before escalating to external proceedings. The process follows these steps:

1. Direct Communication & Informal Resolution Parties are encouraged to address concerns directly with the relevant tutor, account manager, or customer support within 14 days of the incident. Most issues are resolved at this stage through clarification, service adjustments, or good-faith accommodations.
2. Formal Complaint Submission If informal resolution fails, submit a written complaint via our official dispute form or email to disputes@brightminds.com. Include relevant dates, descriptions, supporting documentation, and desired resolution. Acknowledgment is provided within 48 business hours.
3. Internal Review & Mediation Our Dispute Resolution Team reviews the submission, interviews relevant parties, and examines records. A case manager is assigned to facilitate mediation within 10 business days. Outcomes may include refunds, service credits, schedule adjustments, tutor reassignment, or policy clarifications.
4. Executive Escalation Parties dissatisfied with the internal mediation outcome may request a final review by BrightMinds' Senior Management. This review is conducted within 15 business days and provides a binding internal resolution for service-related matters.

4. Mediation & Arbitration

For disputes that cannot be resolved through internal processes, or for matters exceeding our internal authority (including certain contractual or financial claims), we offer structured alternative dispute resolution (ADR):

• Independent Mediation: Parties may mutually agree to engage a certified, neutral third-party mediator. Costs are shared equally. Mediation sessions are confidential and non-binding unless a written agreement is reached.
• Binding Arbitration: If mediation fails or is declined, monetary disputes under $10,000 may be submitted to binding arbitration under the American Arbitration Association (AAA) Commercial Arbitration Rules. Arbitration hearings are held in the county of the client's billing address or remotely via secure video. Court intervention is limited to enforcing awards or addressing procedural violations.

Waiver of Class Actions: By engaging BrightMinds Tutoring services, parties agree to resolve disputes on an individual basis. Class-action lawsuits or consolidated proceedings are waived unless explicitly permitted by applicable law.

5. Rights & Responsibilities

All parties retain the following rights throughout the dispute resolution process:

• Access to relevant documentation and communication records
• Representation by an advisor, parent, or legal counsel (where permitted)
• Confidentiality of personal and academic information
• Freedom from retaliation for filing good-faith complaints
• Clear timelines and written communication of all decisions

Parties are responsible for providing accurate information, attending scheduled mediation/arbitration sessions, and acting in good faith. Frivolous, retaliatory, or intentionally delayed filings may result in dismissal of the complaint.

6. Contact Information

For dispute resolution inquiries, formal complaints, or ADR scheduling, please contact our dedicated team:

All communications are handled with strict confidentiality. Response times comply with our stated service-level agreements.

7. Policy Updates

BrightMinds Tutoring reserves the right to modify this Dispute Resolution Policy to reflect changes in operations, legal requirements, or industry best practices. Material updates will be communicated via email, website notification, or account portal alerts at least 30 days before taking effect. Continued use of our services constitutes acceptance of updated terms.