1. Privacy Policy and Data Protection

Data Collection & Use

• We collect only necessary data (e.g., names, contact details, session activity, and feedback) to deliver and improve services.
• Session recordings are used only for quality control and refund assessments, never shared without consent.

User Rights

• Users can request access, correction, or deletion of their personal data.
• They may also request a data copy or clarification on its usage through our support team.

Company Obligations

• All data is securely stored and accessed only by authorized personnel.
• We do not sell or share user data except as legally required or essential for service (e.g., payments).
• Robust security measures are in place to prevent unauthorized access or alteration.

1. Cases Eligible for a Refund

• Technical Issues Beyond Control: If the student is unable to access the platform due to technical issues beyond their control, and the issue remains unresolved for over 48 hours after reporting, they may request a refund for unused sessions.
• Poor Teaching Quality or Instructor Failure: If after reviewing recorded sessions, the instructor is found to have delivered substandard lessons, lacked qualifications, or failed to meet agreed standards, the student may request compensation or a refund.
• Failure to Receive the Paid Service: If the student made a payment but missed sessions due to the company or instructor's fault, they are entitled to a refund for the missed sessions.

2. Refund Request Process

• Requests must be submitted via the official email [email protected] or the platform’s support system.
• The request should include: full name, issue details, refund reason, and supporting documentation (e.g., screenshots or session recordings).
• Administration will investigate and respond within 7 business days based on session logs and recordings.

3. Management Review & Exceptions

• Each refund case is reviewed individually to ensure fairness.
• No refund will be granted if:
• The student was absent without a valid reason.
• Issues were due to the student's internet or device.
• A major part of the sessions were completed with no prior complaint.

5. Refund Method

• Approved refunds will be processed via the original payment method within 10 business days.
• Alternatively, platform credit can be offered for future bookings.

A confirmed lesson is a commitment between the teacher and the student. We kindly ask teachers to only cancel or reschedule a lesson after communicating with the student and as a last resort.

1. Rescheduling

• More than 24 hours before the lesson start time: Rescheduling is allowed if both parties agree.
• Within 24 hours of the lesson start time: Rescheduling is only possible if both the teacher and student agree. Select "There was a problem" and choose "Reschedule" as the resolution after the lesson.

2. Cancellation

• More than 24 hours before the lesson: Cancellation is possible only if both parties agree. It must be handled via the Rawiah platform.
• Less than 24 hours before the lesson: Cancellations can be made after the lesson ends by reporting a problem, and only if both parties agree. In cases of emergency involving multiple lessons, please contact [email protected] to request bulk cancellations.

3. General Guidelines

• Rawiah follows a standardized cancellation and rescheduling policy to ensure clarity and fairness for all users.
• Teachers may choose to allow students to reschedule. Refer to this guide for more information: How to reschedule after the lesson time has ended.

4. Best Practices

• End lessons on time: Politely notify students as the lesson is ending to maintain schedule integrity.
• Keep records of lesson problems: If an issue arises, it should be reported through the platform. If Rawiah’s mediation is required, both parties must provide evidence (e.g., screenshots, timestamps) to help resolve the issue efficiently. How to report a lesson problem.