Refunds are issued to the same account the payment was made from. Refunds are processed in accordance with the terms and conditions within a maximum of 14 business days from the date the refund request is approved.
General policy
By making a booking with a tutor or trainer through the “Faheem” platform, you agree to the platform's cancellation and refund policy, in addition to the other applicable terms and conditions.
Before the lesson starts
The student is entitled to a full refund if the refund is requested within 3 days of the purchase date and no part of the package credit has been used.
After the lesson starts
The student is entitled to a full refund if they are not satisfied after the first hour of using the package, provided they report this to support within 7 days of the package purchase date.
Used-package cancellation policy
The platform does not accept refund requests once more than one hour of the package has been used. If the student wishes to change tutors or is not satisfied with the tutor, the student will be offered alternative tutors or other measures will be taken to improve the customer experience.
Free credit policy
The “Faheem” platform offers students free credit throughout the school year. Please note that this credit is non-refundable; if lessons are booked or cancelled using free credit, it will be deducted from the refund amount when lessons or packages are cancelled.
Homework and exam assistance policy
The “Faheem” platform provides help with doing homework and preparing for exams — not doing homework for students or taking part in exams. The platform fully disclaims responsibility for any arrangement made directly between the student and the tutor without the platform's knowledge, and the refund policy does not cover cases of doing homework or participating in exams.