iStoria Coach

Learners Terms & Conditions

Effective Date: 01/01/2026

Program: iStoria Coach

Version: 1.2

1. Service Overview

iStoria Coach is a structured ESL service aligned with the Common European Framework of Reference (CEFR). The full program consists of 11 progressive levels from A0 to C1+. Each level runs for 5 weeks and includes one assessment session and three individual live sessions per week (30 minutes each), totaling 16 sessions of personalized instruction per level.

Students may enroll in one level at a time and must complete each level in sequence. Full payment for each level is required in advance. Students may continue to the next level upon successful completion of the current one. Level progression is based on attendance, homework completion, application activity, and performance data from the app.

As part of iStoria’s learning quality assurance, students agree that video recordings will be conducted during their first and last session of each level. These recordings are used solely to document and assess the student’s language progress. By accepting these Terms & Conditions, the student expressly consents to this video recording policy.

2. Learning Process & Compliance

Students agree to follow the iStoria Coach Learning Guidelines throughout their learning journey in order to progress to the next level.

Please refer to the official guideline here: iStoria Coach Learning Guideline

This structured process includes:

• Placement evaluation and level assignment
• Instructor assignment by iStoria
• Session structure and delivery
• Final examinations and progress evaluations

Students may not alter, bypass, or interfere with any part of this process, including requesting instructor changes, modifying evaluation methods, or adjusting exam requirements.

Strict compliance with the iStoria Learning Guidelines is mandatory for progression between levels.

3. Payment Terms

• Payment must be made in advance for each level.
• No student may begin sessions until full payment is confirmed.
• All fees are non-transferable.

4. Refund Policy

Refunds are available under the following conditions:

• The learner may request cancellation and a refund within the first seven (7) days from the level start date, provided that no session has been attended and no benefit has been received from the level content.
• If iStoria cancels the program or level for organizational or operational reasons, fees will be refunded only for sessions or levels that have not been delivered or used.
• All refund requests must be submitted in writing to iStoria customer support.

Refunds are not granted for:

• Missed sessions
• Partial completion of a level
• Failure to comply with attendance or level requirements

Approved refund requests shall be processed within fourteen (14) business days, subject to the payment provider’s procedures. iStoria is not responsible for delays beyond its control.

5. Session Scheduling and Rescheduling

• iStoria reserves the right to schedule sessions based on learner preferences and instructor availability.
• Once confirmed, session schedules may not be changed during the level except in exceptional cases with management approval.
• Rescheduling requests must be submitted at least 12 hours before the session.
• Requests submitted less than 12 hours before the session will result in cancellation and deduction from the learner’s balance.
• Rescheduled sessions must take place within the same week (Sunday to Saturday), subject to instructor availability.
• If the instructor is unavailable, iStoria may assign a substitute instructor.
• If the instructor misses a session, iStoria will reschedule it without penalty to the learner.
• Learners may reschedule one session per week, with a maximum of three (3) sessions per level.
• Rescheduling requests are accepted Sunday–Thursday from 9:00 AM to 10:00 PM.
• Missed sessions without notice will not be rescheduled.
• Learners arriving more than 15 minutes late will be considered absent.
• Learners may freeze their service for one (1) week during a level with at least 48 hours’ notice and management approval.
• After completing a level, learners may freeze service for up to two (2) weeks.
• iStoria is not liable for failure to progress due to missed sessions, poor attendance, lack of participation, incomplete self-study tasks, or lack of app engagement.
• If a learner repeats the same level twice consecutively, iStoria may review the case and take appropriate action, including termination of the educational program.
• iStoria is not obligated to compensate learners for previously completed sessions.
• In case of disputes regarding these terms, iStoria’s interpretation shall be final and binding.

6. Conduct and Etiquette

Students must maintain respectful and professional communication during sessions. Disruptive or inappropriate behavior may result in suspension or termination without refund.

7. Technical Requirements

Students are responsible for maintaining a reliable internet connection and access to necessary hardware and applications. iStoria is not responsible for technical issues on the student’s side. If technical issues occur on iStoria’s side, affected sessions will be rescheduled.

8. Content and Intellectual Property

All materials, resources, and session recordings provided by iStoria are for personal use only and may not be redistributed
or used commercially. All intellectual property rights remain reserved by iStoria.

9- Third-Party Services (Google Calendar)

Our platform integrates with Google Calendar to allow users to optionally synchronize tutoring sessions with their personal calendar.

By choosing to connect your Google account, you authorize our application to:

• Create and manage calendar events related only to your tutoring sessions

• Read calendar structure information required for event scheduling

10. Feedback and Dispute Resolution

Students are encouraged to share feedback after sessions. Any disputes must be reported within 14 days of the incident. Unresolved disputes may be addressed through a mutually agreed third-party mediator.

11. Service Adjustments

iStoria reserves the right to update program structure, session availability, or pricing. Significant changes will be communicated at least 30 days in advance.

By enrolling in and continuing the iStoria Coach service, students confirm their understanding and acceptance of these Terms & Conditions.

Contact Information

Email: hi@istoria.app

Phone: +966 57 005 7389

Website: www.istoria.app