Cancellation and Refund Policy
Last Updated: July 30, 2025
1. Introduction and Scope
This Cancellation and Refund Policy outlines the terms and conditions governing the cancellation, rescheduling, and refunds for Live Tutoring Sessions booked through the Tafawwaq Platform (www.tafawwaq.com). This policy is designed to ensure fairness to both Students and Tutors, minimize disruptions, and protect the interests of all parties involved in the tutoring process. By booking or offering Sessions on Tafawwaq, you agree to abide by the terms set forth in this policy.
This policy applies to all registered Students and Tutors on the Tafawwaq Platform. It is to be read in conjunction with our Terms and Conditions and Privacy Policy.
We understand that unforeseen circumstances can arise, and we aim to provide a clear and consistent framework for managing cancellations and associated refunds. Adherence to this policy is crucial for maintaining a reliable and respectful learning environment for our community.
2. Definitions
For the purpose of this Cancellation and Refund Policy, the following definitions shall apply:
- Platform: Refers collectively to the Tafawwaq website (www.tafawwaq.com), its subdomains, and any associated applications, services, and tools provided by Tafawwaq.
- Live Tutoring Session or Session: A personalized one-on-one tutoring interaction conducted in real-time through the Platform.
- Student: An individual who registers an Account on the Platform with the intent to receive tutoring services from a Tutor.
- Tutor: An individual who registers an Account on the Platform with the intent to provide tutoring services to Students.
- Scheduled Start Time: The agreed-upon time at which a booked Session is scheduled to begin.
- Cancellation Window: The period of time prior to the Scheduled Start Time within which a Session can be cancelled without penalty, as specified in this policy. For all Tutors, this is fixed at 24 hours.
- No-Show: Occurs when a Student or Tutor fails to attend a scheduled Session without prior cancellation.
3. Student Cancellation and Refund Policy
Students are expected to honor their commitments to booked Sessions. However, we understand that cancellations may be necessary. The following rules apply to Student cancellations and associated refunds:
3.1 Standard Cancellation (24-Hour Notice Period)
A Student may cancel a booked Session without penalty if the cancellation is made at least 24 hours prior to the Scheduled Start Time of the Session. In such cases, the Student will receive a full refund of the Session fee. The Tutor will not be compensated for that Session.
3.2 Late Cancellation (Within 24-Hour Notice Period)
If a Student cancels a Session less than or equal to 24 hours prior to the Scheduled Start Time, the Student will be eligible for a refund of 80% of the total Session fee. The remaining 20% of the total Session fee will be retained by Tafawwaq to cover administrative costs for the late cancellation. This 20% deduction is non-refundable.
3.3 No-Show by Student
If a Student fails to attend a scheduled Session (a "No-Show") without prior cancellation, the Student will be charged 50% of the scheduled lesson fee. This 50% is non-refundable and will be split 25% for the Tutor and 25% for Tafawwaq.
3.4 How to Cancel
Students must cancel Sessions directly through the Tafawwaq Platform by navigating to their dashboard or the specific booking details. Cancellations made outside the Platform (e.g., directly with the Tutor via external communication) will not be recognized under this policy.
3.5 Refund Processing
Refunds will be processed to the original payment method used for the booking within 5-7 business days following the approval of the refund. The exact timing of the refund appearing on your statement may vary depending on your bank or payment provider.
3.6 Rescheduling by Student
Students may reschedule a Session without incurring any penalty if the rescheduling request is submitted at least twenty-four (24) hours prior to the Scheduled Start Time, subject to the Tutor’s availability. Rescheduling requests made within the twenty-four (24) hour notice period will not incur any additional fees. The Platform will display the Tutor’s available time slots for the Student to select a new Session time. This exception applies only to rescheduling and not cancellations. All rescheduling must be processed exclusively through the Platform.
4. Tutor Cancellation Policy
Tutors are expected to honor all booked Sessions. Consistent attendance and reliability are crucial for maintaining a positive experience for Students and for the Tutor's standing on the Platform. The following rules apply to Tutor cancellations:
4.1 Standard Cancellation by Tutor
A Tutor may cancel a booked Session without penalty provided that the cancellation is made no less than twenty-four (24) hours prior to the Scheduled Start Time. In such cases, the Student shall be entitled to receive a full refund or credit, and the Tutor shall not be entitled to any compensation for the cancelled Session. Tutors are strongly encouraged to assist the Student in rescheduling with another available Tutor or in identifying an appropriate alternative solution.
4.2 Late Cancellation by Tutor
If a Tutor cancels a Session less than 24 hours prior to the Scheduled Start Time, the Student will receive a full refund or credit. In addition, the Tutor may be subject to penalties, which could include:
- A deduction from future payouts.
- A temporary suspension of their ability to accept new bookings.
- A negative impact on their Tutor rating or visibility on the Platform.
- Repeated late cancellations may lead to Account suspension or termination.
4.3 No-Show by Tutor
If a Tutor fails to attend a scheduled Session (a "No-Show"), the Student will receive a full refund or credit. The Tutor will not be compensated for the Session and will be subject to significant penalties, which could include:
- A substantial deduction from future payouts.
- Immediate temporary suspension of their ability to accept new bookings.
- A severe negative impact on their Tutor rating and visibility.
- Repeated No-Shows will lead to immediate Account suspension or termination.
4.4 How to Cancel
Tutors must cancel Sessions directly through the Tafawwaq Platform by navigating to their dashboard or the specific booking details. Cancellations made outside the Platform will not be recognized.
4.5 Rescheduling by Tutor
Tutors may request to reschedule a Session without incurring any penalty, provided that such a request is submitted at least twenty-four (24) hours prior to the originally Scheduled Start Time and is accepted by the Student. In the event the Student does not consent to the proposed new time, the Session shall proceed as originally scheduled. Tutors are not permitted to initiate rescheduling within the twenty-four (24) hour period preceding the Scheduled Start Time. All rescheduling requests and approvals must be conducted exclusively through the Platform.
5. Exceptions and Special Circumstances
Tafawwaq recognizes that extraordinary circumstances may warrant exceptions to the standard cancellation and refund policy. Such exceptions will be handled on a case-by-case basis and are at the sole discretion of Tafawwaq.
5.1 Technical Issues
If a Session cannot proceed or is significantly disrupted due to verifiable technical issues with the Tafawwaq Platform itself, or widespread internet outages affecting a region, Tafawwaq will review the situation. In such cases, a full refund or credit may be issued to the Student, and the Tutor may be compensated at a reduced rate or for their time spent attempting to connect, depending on the severity and duration of the issue. Users must report technical issues to Tafawwaq support immediately.
5.2 Force Majeure
In cases of force majeure events (e.g., natural disasters, acts of war, widespread civil unrest, or other events beyond the reasonable control of either party) that prevent a Session from occurring, Tafawwaq will work with both the Student and Tutor to find an equitable resolution, which may include full refunds or rescheduling without penalty.
5.3 Documented Emergencies
For documented personal emergencies (e.g., sudden illness, family emergency) that prevent a Student or Tutor from attending a Session, Tafawwaq may, at its discretion, waive applicable cancellation fees or penalties. Users must provide verifiable documentation to Tafawwaq support within a reasonable timeframe (e.g., 24-48 hours) of the scheduled Session.
5.4 Mutual Agreement
If a Student and Tutor mutually agree to cancel or reschedule a Session outside the standard policy, and communicate this agreement to Tafawwaq support prior to the Session, Tafawwaq may honor their agreement and waive applicable fees or penalties. This is subject to Tafawwaq's review and approval.
6. Dispute Resolution for Cancellations
Any disputes arising from the application of this Cancellation and Refund Policy will be handled by Tafawwaq in accordance with its general dispute resolution procedures outlined in the Terms and Conditions. Both Students and Tutors agree to abide by Tafawwaq’s final decision regarding any cancellation or refund dispute.
Users are encouraged to communicate directly and amicably to resolve minor scheduling conflicts or misunderstandings before escalating to Tafawwaq support. However, if a resolution cannot be reached, Tafawwaq will investigate the matter based on the information available on the Platform (e.g., booking records, communication logs) and any additional evidence provided by the parties.
7. Changes to This Cancellation and Refund Policy
Tafawwaq reserves the right to modify or replace this Cancellation and Refund Policy at any time. We will notify you of any material changes by posting the new policy on this page and updating the "Last Updated" date at the top of this document. We may also notify you through other means, such as email or a prominent notice on our Platform, prior to the change becoming effective.
We encourage you to review this Cancellation and Refund Policy periodically for any changes. Your continued use of the Platform after any modifications to this policy will constitute your acknowledgment of the modifications and your consent to abide and be bound by the modified policy.
8. Contact Us
If you have any questions or concerns about this Cancellation and Refund Policy, please contact us at: