Tafawwaq

1. Introduction and Scope

This Cancellation and Refund Policy outlines the terms and conditions governing cancellation, rescheduling, attendance, refunds, Platform Credits, and Trial Session eligibility for Paid Sessions and complimentary Trial Sessions requested through the Tafawwaq Platform (www.tafawwaq.com). Paid Sessions and Trial Sessions use the same Session-request, Tutor email-notification, scheduling, and acceptance mechanism. A Paid Session progresses from "Pending Approval" to "Confirmed - Payment Required" after Tutor acceptance and then to "Paid & Scheduled" after successful payment. Monetary refunds and Platform Credits apply only after payment has been collected for a Paid Session. By submitting, accepting, paying for, cancelling, rescheduling, or participating in a Session through Tafawwaq, you agree to abide by 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, rescheduling, refunds, attendance consequences, and Trial Session eligibility. Adherence to this Policy is important 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. Sessions include Paid Sessions and Trial Sessions unless this Policy expressly states otherwise.

"Paid Session"

A fee-bearing Session type. The term identifies that a fee applies and does not, by itself, mean that the Student has completed payment. A Paid Session becomes subject to the paid cancellation and refund rules in this Policy only after it reaches "Paid & Scheduled" status.

"Pending Approval"

The status of a Session Request that has been submitted by a Student and is awaiting acceptance or decline by the Tutor.

"Confirmed - Payment Required"

The status of a Paid Session Request that has been accepted by the Tutor but has not yet been paid for by the Student. No refund or Platform Credit applies in this status because no payment has been collected.

"Paid & Scheduled"

The status of a Paid Session that has been accepted by the Tutor and successfully paid for by the Student through the Platform.

"Trial Session"

A complimentary thirty-minute Session requested by an eligible Student and accepted by a Tutor through the Platform. A Trial Session is confirmed after Tutor acceptance, does not require payment, and does not generate Tutor compensation.

"Session Request"

A request submitted by a Student through the Platform for either a Paid Session or a Trial Session.

"Confirmed Session"

For purposes of this Policy, either (a) a Paid Session in "Paid & Scheduled" status or (b) a Trial Session accepted by the Tutor. A Paid Session in "Pending Approval" or "Confirmed - Payment Required" status is not a Confirmed Session for cancellation, refund, rescheduling, or No-Show purposes.

"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 Confirmed Session is scheduled to begin.

"Cancellation Window"

The period before the Scheduled Start Time within which a Confirmed Session may be cancelled without the late-cancellation consequences stated in this Policy. Unless expressly stated otherwise, the Cancellation Window is twenty-four (24) hours before the Scheduled Start Time.

"No-Show"

Occurs when a Student or Tutor fails to attend a Confirmed Session without cancelling it through the Platform before its Scheduled Start Time.

"Platform Credit"

A non-cash credit balance maintained in the Student’s Tafawwaq Account that may be applied toward future Paid Sessions but is not redeemable for cash. A restored Trial Session entitlement is not Platform Credit and has no cash value.

3. Student Cancellation and Refund Policy

Students are expected to honor their commitments to Paid Sessions in "Paid & Scheduled" status and confirmed Trial Sessions. The following rules apply to Student cancellations, refunds for Paid Sessions, and the restoration or use of Trial Session entitlements:

3.1 Standard Cancellation of a Paid Session (24-Hour Notice Period)

The Student may cancel a Paid Session in "Paid & Scheduled" status at least twenty-four (24) hours before the Scheduled Start Time and receive a full refund or Platform Credit. The Tutor will not be compensated for the cancelled Paid Session.

3.2 Late Cancellation of a Paid Session (Within 24 Hours)

If a Student cancels a Paid Session in "Paid & Scheduled" status less than or equal to twenty-four (24) hours before the Scheduled Start Time, the Student will receive an 80% refund of the total Paid Session fee, with the remaining 20% retained by Tafawwaq as a non-refundable service charge.

3.3 Student No-Show for a Paid Session

If a Student fails to attend a Paid Session in "Paid & Scheduled" status without prior cancellation through the Platform, the Student will not be eligible for a refund or Platform Credit, and the Paid Session fees will be forfeited.

3.4 How to Cancel or Withdraw a Request

Students must cancel Confirmed Sessions directly through the Tafawwaq Platform by navigating to their dashboard or the applicable Session details. Cancellations communicated outside the Platform, including directly to the Tutor through external communication, will not be recognized under this Policy.

A Session Request in "Pending Approval" status is not a Confirmed Session and is not subject to the cancellation, late-cancellation, rescheduling, or No-Show consequences applicable to Confirmed Sessions. A Student may withdraw a Pending Approval request through the Platform before Tutor acceptance. A Paid Session in "Confirmed - Payment Required" status has been accepted by the Tutor but has not been paid for. The Student may withdraw it through the Platform before payment. Because no payment has been collected, no refund or Platform Credit is due, and the paid cancellation and No-Show rules do not apply unless and until the Session reaches "Paid & Scheduled" status.

3.5 Refund Processing for Paid Sessions

Refunds for Paid Sessions will be processed through the original payment method or Platform Credit, at Tafawwaq’s discretion, within 7–10 business days. Refunds will not exceed the original payment amount and do not include bank charges, currency conversion costs, or third-party payment gateway fees, which are borne by the Student. No refund is processed for a Trial Session because no payment is collected for it.

3.6 Rescheduling by Student

Students may reschedule a Paid Session in "Paid & Scheduled" status or a confirmed Trial Session once, subject to Tutor availability, provided the rescheduling request is made through the Platform at least twelve (12) hours before the Scheduled Start Time. The Platform will display the Tutor’s available time slots for the Student to select a new Session time.

3.7 Trial Session Cancellations, Rescheduling, and No-Shows

Trial Sessions are complimentary to Students and do not generate a monetary refund, Platform Credit, payment reversal, or Tutor compensation.

• Student Cancellation: If a Student cancels a Trial Session at any time before its Scheduled Start Time, including less than or equal to twenty-four (24) hours before the Scheduled Start Time, the system will restore the Trial Session entitlement to the Student’s Account.
• Rescheduling: A Student may reschedule a Trial Session once, subject to Tutor availability, if the request is submitted through the Platform at least twelve (12) hours before the Scheduled Start Time. Rescheduling does not create an additional Trial Session entitlement.
• Student No-Show: If a Student fails to attend a confirmed Trial Session without prior cancellation, the system will restore the Trial Session entitlement to the Student’s Account.
• Tutor Cancellation, Tutor No-Show, or Platform Technical Issue: If a Trial Session is cancelled or missed by the Tutor, or materially disrupted by a verified technical issue with the Tafawwaq Platform, the system will restore the Trial Session entitlement to the Student’s Account. No payment or compensation is due to the Student or Tutor.
• Eligibility and Misuse Controls: Restoration of a Trial Session entitlement does not prevent Tafawwaq from restricting or withdrawing access to Trial Sessions where it reasonably suspects misuse, multiple-account creation, identity misrepresentation, attempts to obtain ongoing tutoring without payment, or other circumvention of the feature. Material limits and conditions will be displayed or communicated through the Platform or related notices.

4. Tutor Cancellation Policy

Tutors are expected to honor all Confirmed Sessions, meaning Paid Sessions in "Paid & Scheduled" status and Trial Sessions accepted by the Tutor. 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 Confirmed Session without penalty provided that the cancellation is made no less than twenty-four (24) hours before the Scheduled Start Time. For a Paid Session, the Student will receive a full refund or Platform Credit, and the Tutor will not receive compensation. For a Trial Session, no refund or credit applies because no payment was collected, and the Tutor will not receive compensation. The system will restore the Trial Session entitlement to the Student’s Account. Tutors are strongly encouraged to assist the Student in identifying an appropriate alternative time or solution through the Platform.

4.2 Late Cancellation by Tutor

If a Tutor cancels a Confirmed Session less than twenty-four (24) hours before the Scheduled Start Time, the Tutor may be subject to penalties. For a Paid Session, the Student will receive a full refund or Platform Credit. For a Trial Session, no refund or credit applies because no payment was collected; however, the system will restore the Trial Session entitlement to the Student’s Account. Potential Tutor penalties include:

• A deduction from future payouts.
• A temporary suspension of their ability to accept new bookings.
• A negative impact on their 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 Confirmed Session, the Tutor will not be compensated and may be subject to significant penalties. For a Paid Session, the Student will receive a full refund or Platform Credit. For a Trial Session, no refund or credit applies because no payment was collected; however, the system will restore the Trial Session entitlement to the Student’s Account. Potential Tutor penalties include:

• A deduction from future payouts.
• A temporary suspension of their ability to accept new bookings.
• A negative impact on their visibility on the Platform.

Repeated No-Shows will lead to immediate Account suspension or termination.

4.4 How to Cancel

Tutors must cancel Confirmed Sessions directly through the Tafawwaq Platform by navigating to their dashboard or the applicable Session details. Cancellations communicated outside the Platform will not be recognized under this Policy.

4.5 Rescheduling by Tutor

Tutors may not unilaterally change the date or time of a Confirmed Session. If a Tutor cannot attend at the Scheduled Start Time, the Tutor may propose an alternative time through the Platform’s designated communication or scheduling tools. The original time remains confirmed unless the Student expressly agrees to the proposed change and the Session is rescheduled through the Platform’s automated scheduling system. If no agreement is reached, the Tutor must either attend at the original Scheduled Start Time or cancel the Session in accordance with this Policy. Tutors must keep their future availability accurate through their profile settings.

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.

Tutors, Students, or Parents seeking an exception or wishing to submit a special request must contact the support team directly at support@tafawwaq.com. All such communications must clearly outline the nature of the request and any relevant supporting details. Tafawwaq reserves the right to approve or deny such requests based on its internal review and platform policies.

5.1 Technical Issues

If a Confirmed Session cannot proceed or is materially disrupted due to verifiable technical issues with the Tafawwaq Platform or a widespread regional internet outage, Tafawwaq will review the circumstances, provided Users report the issue to Tafawwaq Support during or immediately after the affected Session through the Platform’s support system. In such cases:

• Refunds/Credits for Paid Sessions: The Student may receive a full or partial refund or Platform Credit, depending on the portion of the Paid Session successfully delivered and the circumstances verified by Tafawwaq.
• Trial Session Remedy: For a Trial Session, no refund or Platform Credit applies because no payment was collected. The system will restore the Trial Session entitlement to the Student’s Account.
• Tutor Compensation: For a Paid Session, the Tutor may receive partial compensation calculated on a pro-rata basis for the portion successfully delivered, subject to Tafawwaq’s review. No compensation is payable for a Trial Session, including where the Trial Session is interrupted or cannot be completed due to technical issues.
• Neutral Causes: Where disruption is not attributable to either the Student or Tutor, Tafawwaq may, at its discretion, provide rescheduling, a refund or Platform Credit for a Paid Session. For a Trial Session, the system will restore the Trial Session entitlement to the Student’s Account.

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 Confirmed Session from occurring, Tafawwaq will work with the Student and Tutor to find an equitable resolution. This may include a refund, Platform Credit, or rescheduling for a Paid Session. For a Trial Session, the system will restore the Trial Session entitlement to the Student’s Account.

5.3 Documented Emergencies

As an exception for a documented personal emergency, such as sudden illness or a family emergency that prevents a Student or Tutor from attending a Confirmed Session, Tafawwaq may, at its discretion, waive applicable cancellation fees or other penalties. Users must provide verifiable documentation to Tafawwaq Support within twenty-four (24) to forty-eight (48) hours after the Scheduled Start Time for Tafawwaq to consider the exception. For a Trial Session, the system will restore the Trial Session entitlement to the Student’s Account; no monetary refund or Tutor compensation applies.

5.4 Mutual Agreement

If both the Student and Tutor agree to change the time of a Confirmed Session, the change must be completed through the Platform’s automated scheduling mechanism. An informal agreement through messages alone does not change the Scheduled Start Time. The original time remains binding unless and until the rescheduling is completed through the Platform.

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 except where mandatory consumer protection laws apply.

Users are encouraged to communicate directly and amicably through the Platform to resolve minor scheduling conflicts or misunderstandings before escalating to Tafawwaq Support. If a resolution cannot be reached, Tafawwaq will investigate based on information available on the Platform, including Session Request and acceptance records, cancellation and rescheduling records, attendance data, communication logs, technical records, and any additional evidence provided by the Users.

7. Changes to This Cancellation and Refund Policy

Tafawwaq reserves the right to update this Policy at any time. Material changes will not apply retroactively to Paid Sessions that reached "Paid & Scheduled" status or Trial Sessions that were accepted before the effective date of the change, unless required by applicable law or expressly agreed by the affected Users. We will notify you of material changes by posting the updated Policy on this page and updating the “Last Updated” date at the top of this document. We may also provide notice through email or a prominent notice on the Platform before the change becomes 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: