Company Policy and Service Standards

Purpose

ARFET Global Consultancy Services Ltd (“ARFET”) (“ARFET”, “the Company”, “we”, “us” or “our”) is committed to delivering professional, ethical, transparent, inclusive and customer-focused services.

ARFET’s activities include education and learning, examination preparation, skills development, technology and IT solutions, school support services, university admission guidance, international education pathways and other services expressly advertised by ARFET.

This policy establishes the minimum standards of conduct expected from management, employees, tutors, consultants, contractors, representatives, agents and approved partners.

Scope

This policy applies to all ARFET departments, service delivery channels, websites, digital platforms, learning systems, client engagements, business partnerships and physical or online activities.

Where a service is operated by a separately registered entity, the relevant service agreement must identify the responsible contracting entity.

Mission and service principles

ARFET shall operate according to the following principles:

1. Integrity: Provide truthful, accurate and verifiable information.
2. Professionalism: Deliver services with reasonable care, competence and diligence.
3. Transparency: Disclose relevant fees, requirements, limitations, risks and service conditions before customers commit.
4. Respect: Treat customers, learners, parents, staff and partners fairly.
5. Safeguarding: Protect children and vulnerable persons from abuse, exploitation, harassment and neglect.
6. Privacy: Collect and use personal information lawfully and securely.
7. Accountability: Maintain appropriate records, investigate complaints and correct substantiated failures.
8. Continuous improvement: Review service quality, staff performance and operational risks regularly.

Professional conduct

All persons representing ARFET must:

• Act honestly and in the legitimate interests of the customer and the Company.
• Avoid misleading statements, false promises, fraud, bribery, corruption and undisclosed conflicts of interest.
• Protect confidential business information and customer records.
• Avoid discrimination, bullying, harassment, intimidation and retaliation.
• Use Company equipment, systems, funds and information responsibly.
• Report suspected misconduct, safeguarding incidents, fraud, security breaches and conflicts of interest through approved channels.
• Comply with applicable laws, professional standards and contractual obligations.

No employee or representative may promise a guaranteed admission, examination result, visa, scholarship, employment placement, investment return or other outcome beyond ARFET’s control.

Service delivery standards

ARFET shall:

• Explain the nature and scope of each service before accepting payment.
• Provide accurate information about qualifications, course duration, fees, eligibility, delivery methods and third-party requirements.
• Use appropriately qualified personnel for services requiring specialist competence.
• Communicate material delays or changes promptly.
• Maintain appropriate records of enrolments, contracts, payments, work performed and complaints.
• Provide reasonable channels for customer support and service-related questions.
• Correct material errors within a reasonable period where practicable.

Specific deliverables, timelines, fees and acceptance criteria should be documented in the applicable quotation, enrolment agreement or service contract.

Education and academic integrity

ARFET’s educational services must support learning, competence and honest academic achievement.

Students, tutors and other participants must not engage in plagiarism, impersonation, examination malpractice, falsification of academic records, unauthorised collaboration or the sale or use of fraudulent certificates.

Where ARFET provides tutoring, assignment support, project guidance, research-methodology assistance or dissertation guidance, the service must remain educational and ethical. ARFET personnel must not complete assessed academic work on a student's behalf where doing so would constitute academic misconduct.

ARFET shall accurately distinguish between:

• Qualifications awarded by ARFET;
• Qualifications awarded by external examination boards or educational institutions; and
• Preparation, tutoring, counselling or administrative support provided by ARFET.

Accreditation, awarding-body recognition, partnerships and regulatory approvals must not be claimed unless verified and authorised.

1. Admissions, immigration and international pathways

ARFET may provide information, counselling, document preparation assistance and application support within the scope of its advertised services.

Final decisions on admission, scholarships, visas, immigration status, work permits and travel permissions rest with the relevant institutions or government authorities.

ARFET shall disclose applicable third-party fees and shall not misrepresent its authority to make decisions for universities, examination boards, embassies, immigration authorities or other independent organisations.

1. Technology, procurement and IT services

ARFET personnel responsible for technology and institutional support shall:

• Use reasonable security measures to protect systems and customer information.
• Obtain appropriate authorisation before accessing, changing, monitoring or testing systems.
• Protect passwords, access credentials, networks and devices.
• Disclose material project limitations and dependencies.
• Document agreed specifications, delivery milestones, warranties and support arrangements.
• Handle CCTV, student-monitoring tools and other surveillance systems in accordance with applicable law, legitimate purposes and privacy requirements.

Hardware, software, installation and maintenance services may be subject to separate supplier warranties and project-specific terms.

Equal opportunity and inclusion

ARFET prohibits unlawful discrimination and harassment on grounds protected by applicable law.

Reasonable adjustments and appropriate support should be considered for learners and customers with disabilities or other documented access needs, subject to the nature of the service, safety considerations and applicable law.

Complaints and corrective action

Customers may submit complaints through the official Company contact channels.

ARFET should acknowledge complaints within three business days and aim to provide a substantive response within ten business days. Where an investigation requires more time, the complainant should receive an update and an estimated resolution date.

Confirmed misconduct may result in training, corrective action, warnings, suspension, termination of engagement, referral to a competent authority or other proportionate measures.

Governance and review

Management is responsible for implementation, staff awareness, recordkeeping and periodic review of this policy.

This policy should be reviewed at least annually and whenever significant changes occur in the Company's services, legal obligations or risk profile.