Tafawwaq logoTafawwaq

Tafawwaq Inc. – Cancellation and Refund Policy

Last Updated: September 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 Platform users 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/Educator: 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.
  • Platform Credit: Refers to a non-cash credit balance maintained in the Student’s Tafawwaq account, which may be applied toward future bookings but is not redeemable for cash.

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)

The Student may cancel a Session at least 24 hours before the Scheduled Start Time (“Cancellation Window”) and receive a full refund or Platform Credit. 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 receive an 80% refund of the total Session fee, with the remaining 20% retained by Tafawwaq as a non-refundable service charge.

3.3 No-Show by Student

If a Student fails to attend a scheduled Session (a "No-Show") without prior cancellation, the Student will not be eligible for refund or credit and the session fees shall be forfeited.

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 through the original payment method or Platform Credit, at Tafawwaq’s discretion, within 7–10 business days. Refunds shall 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.

3.6 Rescheduling by Student

Students may reschedule a Session once per booking, subject to the availability of the Educator, provided the request is made at least 12 hours prior to the Scheduled Start Time. Rescheduling requests made less than 12 hours before the Scheduled Start Time will be treated as late cancellations under Clause 3.2. All rescheduling must be processed exclusively through the Platform. The Platform will display the Tutor’s available time slots for the Student to select the new Session time. This exception applies only to rescheduling and not cancellations.

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 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 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 are strictly prohibited from initiating or requesting the rescheduling of any confirmed Session, regardless of the amount of notice provided. All Sessions must be conducted at the originally Scheduled Start Time as agreed upon at the time of booking. Any inability of the Tutor to attend a Session at the scheduled time shall be treated in accordance with the Platform’s Cancellation and Refund policy.

Tutors may only contact students through the Platform’s messaging system to propose a different session time. Any alternative session time must be explicitly approved by the student. If the student does not approve, the lesson will remain scheduled at the originally confirmed time.

Tutors are not permitted to unilaterally reschedule Sessions. Any alternative timing must be proposed through the Platform’s messaging system and explicitly approved by the Student. The confirmed time shall remain binding unless and until rescheduled through the Platform’s automated booking system. Tutors must adhere to the schedule they set during registration or update their future availability 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 Session cannot proceed, or is materially disrupted, due to verifiable technical issues with the Tafawwaq Platform or widespread internet outages affecting a region, Tafawwaq will review the circumstances provided Users report technical issues to Tafawwaq Support during or immediately after the affected Session through the Platform’s support system. In such cases:

i) Refunds/Credits for Students – The Student may receive a full refund or credit.

ii) Tutor Compensation – The Tutor may receive partial compensation, calculated on a pro-rata basis, for the portion of the Session successfully delivered.

iii) Neutral Causes – Where disruption arises from technical issues not attributable to either the Student or the Tutor, Tafawwaq may, at its discretion, provide rescheduling options or partial refunds.

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

As an exception for documented personal emergencies such as 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 of 24-48 hours from the scheduled Session in order to consider for this exception.

5.4 Mutual Agreement

If both the Student and Educator agree to reschedule, Tafawwaq will honor the new schedule, provided that Tafawwaq support is notified at least one hour before the original Scheduled Start Time.

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 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 such as booking records, communication logs 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 Sessions already booked prior to the effective date of the change. 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:

Tafawwaq, Inc.

1908 Thomas Ave, Suite 12546

Cheyenne, WY 82001, USA

Email: support@tafawwaq.com

Cancellation & Refund Policy - Tafawwaq