Refund Policy

1Free Trial Lessons

Your first trial lesson is completely free and carries no payment obligation, so no refund is applicable to it. If you decide not to continue after the trial, you simply won’t be charged — no cancellation or refund request is needed.

2Cooling-Off Period on New Packages

When you purchase a new lesson package (a block of hours or a monthly plan) for the first time with a particular tutor:

• If you cancel within 48 hours of purchase and before your second paid session has taken place, you are entitled to a full refund, minus the value of any session(s) already delivered.
• Once your second paid session has been delivered, the standard unused-session refund terms in Section 3 apply instead.

3Refunds for Unused Sessions

If you need to stop lessons partway through a paid package, any sessions that have not yet been delivered are eligible for a prorated refund, calculated as follows:

Refund requests for unused sessions must be submitted before the package’s lecture cycle lapses. Hours that have already lapsed under our Cancellation/Rescheduling Policy are not eligible for refund.

4What Is Non-Refundable

• Sessions that have already been delivered.
• Sessions cancelled with less than 24 hours’ notice, or missed without notice (these count as delivered under our Cancellation/Rescheduling Policy).
• Any promotional discount, bundled bonus session, or free trial credit applied to your package.
• One-time enrolment, registration, or diagnostic assessment fees (where applicable), once the associated service has been provided.
• Digital study materials, past paper packs, or resources that have already been shared with you.

5If We Can’t Deliver a Session

If a session cannot take place due to tutor unavailability, a scheduling error on our part, or a technical failure of our platform, this is never counted as a delivered session. You will always be offered a free makeup session at a mutually convenient time. If a suitable makeup slot genuinely cannot be arranged, that session’s fee will be refunded or credited to your account in full, at your preference.

6Tutor Fit and Quality Concerns

If you feel your assigned tutor isn’t the right fit, our first step is always to offer a free tutor reassignment — this resolves the vast majority of fit concerns and does not affect your remaining package hours. If a genuine quality issue affected a specific delivered session (for example, a session cut significantly short due to a fault on our side), please raise it within 7 days of that session so we can review it. Verified cases may be credited or refunded at our discretion.

7How to Request a Refund

1. Message us on WhatsApp at +971 58 501 0167 or through your individual student WhatsApp group.
2. Include your full name, the package purchased, the date of purchase, and the reason for your request.
3. Our team will confirm how many sessions remain unused and calculate your refund amount within 3 business days.

8Processing Time and Method

Approved refunds are processed within 7–10 business days and returned to the original payment method used at checkout. Where the original method cannot accept a refund (for example, an expired card), we will arrange a bank transfer or account credit instead, in coordination with you.

9Exceptional Circumstances

We understand that genuine emergencies — serious illness, family emergencies, or similar circumstances — don’t always fit neatly into a standard policy. If you find yourself in this situation, please reach out to us directly. We review these requests individually and, wherever reasonable, extend flexibility beyond the standard terms above.

10Changes to This Policy

We may update this policy from time to time to reflect changes in how we operate. The version in effect at the time you purchased a package is the one that applies to that package; any updates will apply to packages purchased after the change takes effect. The “Last Updated” date at the top of this page reflects the most recent revision.

11Contact Us

For any refund query, or if any part of this policy is unclear, we’re happy to talk it through.

See also our Class Cancellation/Rescheduling Policy for details on rescheduling and missed-session rules.