Refund Policy
Last updated: November 13, 2025
Important: Students have 48 hours after a lesson to report any issues or request a refund. After this period, the lesson is considered completed and accepted.
For Students
Cancellation by Student
✓ More than 24 hours before lesson:
100% refund
✗ Less than 24 hours before lesson:
No refund
Please contact support@oostadoo.com for emergency situations only
Teacher Doesn't Show Up
If your teacher doesn't join the lesson within 10 minutes:
- Contact support immediately
- We'll verify the situation
- 100% full refund (your choice: wallet credit or original payment method)
- Teacher receives zero payment
Quality Issues or Disputes
If you're unsatisfied with lesson quality:
- Report within 48 hours after the lesson
- Contact support@oostadoo.com with details
- We'll review your case and contact the teacher
- Refund amount decided case-by-case (0% to 100%)
Examples of valid complaints: Teacher unprepared, wrong level taught, inappropriate behavior, promised materials not provided.
Technical Problems
Platform issues (Oostadoo's responsibility):
- Video call doesn't work
- Can't access lesson room
- Platform down or unresponsive
→ 100% full refund, no questions asked
Internet issues (student or teacher):
- Free reschedule to another time
- No refund needed (lesson can be rescheduled)
Refund Methods
When you cancel a booking, you can choose your preferred refund method:
💳 Wallet Credit
Recommended
✓ Instant: Available immediately
✓ No Fees: Full amount refunded
✓ Easy: Use for next booking
• Valid: 60 days from issue date
💰 Bank Refund
5-7 Business Days
• Processing: 5-7 business days
• Method: Back to your card/payment method
• Availability: Available for all cancellations
Note: You'll select your preferred method when cancelling a booking.
💡 How it works: When you cancel a booking from your dashboard, you'll see both options and can choose which refund method you prefer.
For Teachers
Cancellation by Teacher
If you need to cancel a confirmed booking:
- Notify the student as early as possible
- Contact support@oostadoo.com
- Student receives 100% refund (their choice: wallet or payment method)
- Excessive cancellations may affect your account status
Important: Maintain professionalism. Frequent cancellations harm your reputation and may result in account review or suspension.
Student Doesn't Show Up
If student doesn't join within 10 minutes of lesson start:
- Wait 10 minutes in the lesson room
- Try messaging the student
- If no response: Contact support
- You still get paid - lesson marked as completed
Your time is valuable. No-show students are charged, and you receive your full payment.
Student Disputes After You're Paid
If student complains within 48 hours after you've already received payment:
- We investigate the complaint
- We contact you for your version
- If refund approved: Amount is deducted from your next payout
- No immediate payment required from you
Fair Process: You'll always be heard before any decision. False complaints are investigated thoroughly. Your reputation is protected.
Special Circumstances
Emergency Situations
We understand that unexpected situations happen (illness, family emergency, natural disasters, etc.).
- Contact support@oostadoo.com immediately
- Explain your situation
- We'll handle your case with empathy and flexibility
- Refund policy may be waived depending on circumstances
How to Request a Refund
- Email: support@oostadoo.com
Include your booking ID and detailed explanation
- Subject Line: "Refund Request - Booking #[ID]"
- Include:
- Booking date and time
- Teacher name
- Reason for refund
- Screenshots (if technical issue)
- Response Time: Within 24 business hours
UAE business hours: Sunday-Thursday, 9am-6pm GST
Questions?
If you have any questions about our refund policy, please don't hesitate to contact us:
Email: support@oostadoo.com
Response Time: Within 24 hours (business days)
We're committed to fair and transparent policies that protect both students and teachers.