Refund & Cancellation Policy for Coaching — سياسة الاسترداد والإلغاء للتدريب
Khatawaat · Version 1.0 · Effective date: [Effective Date] · Operated by [Company Legal Name], [Company Address] (the "Company", "we", "us")
Draft for counsel review. This text is complete as a product description but has not been reviewed by qualified counsel. The day counts, the 48-hour window and the hold days are the owner's proposals (product/15 §3.4, D9); counsel may need to raise them to meet the consumer-law minimums of each country.
In short: you pay Khatawaat, not the coach. We hold your payment and pass it to the coach week by week. Change your mind within 48 hours and nothing was delivered: you get everything back, automatically. Cancel later: you get back every week that has not started yet. If your coach cancels or goes quiet, you get back everything we have not yet released. If something goes wrong, we look at it and decide within 10 days.
1. What this policy covers
1.1 This policy applies to the coaching packages you buy through Khatawaat from a verified expert: an intro call, a program, a sessions bundle or a custom proposal (together a "package"). Buying a package creates a contract between you, the expert and the Company on the standard terms in Part C of the Terms of Service. This policy is part of that contract, and you accept its version when you pay.
1.2 It does not cover Khatawaat Plus (its own terms apply when it goes on sale) or an expert's own subscription (see the Expert Agreement).
1.3 Nothing here limits the rights you have as a consumer under the mandatory law of your country.
2. How your money moves
- You pay the price shown on the package, in the expert's currency, on a secure Stripe payment page. We never see your card number.
- We keep the money and divide the coach's share into equal parts: one part for each contract week (programs), one for each included session (sessions bundles) or one (an intro call). We call each part a "tranche".
- We release each tranche to the coach 3 days after its week ends (or after its session was held). Until then it is ours to refund.
- A dispute freezes the tranches of that contract until we decide (Section 7).
3. The rules at a glance
| What happens | What you get back | Who decides |
|---|---|---|
| You cancel within 48 hours of paying and nothing has been delivered (no session held, no plan assigned, fewer than 3 messages from your coach) | Everything you paid | The rule, automatic |
| You cancel later, or within 48 hours after something was delivered | The parts for every week that has not started yet. The week you are in stays with the coach | The rule, automatic |
| Your coach cancels, is suspended or leaves, or does not reply for 7 days | All parts not yet released. Parts already released stay with the coach unless you dispute them | The rule, automatic; we may also penalise the coach |
| Your coach misses a session (no-show) | The session is credited back to you. A second no-show refunds that week or session | The rule |
| You miss a session | It counts as used after 15 minutes. One courtesy reschedule per contract | The rule |
| Something else went wrong | An amount we decide: all, some or none | Khatawaat staff, within 10 days (Section 6) |
| A dispute is open | Nothing moves until we decide | Khatawaat staff |
The app shows you the exact refund before you confirm a cancellation. Cancelling a coaching contract is always free and always possible.
4. Examples
A program (EGP). An 8-week program costs 2,400 EGP. Each week's part is 300 EGP.
- You cancel after a few hours and no session was held, no plan assigned. You get 2,400 EGP back.
- You cancel on day 2, after the first session. The 48-hour full refund no longer applies because something was delivered. Week 1 (300 EGP) stays with the coach; you get 2,100 EGP.
- You cancel on day 10, in week 2. Weeks 1 and 2 stay with the coach (600 EGP); you get 1,800 EGP for weeks 3 to 8.
- Your coach stops replying on day 5. After 7 days of silence, on day 12, the contract ends. Only week 1 was released (on day 10), so the 7 parts not yet released, 2,100 EGP, go back to you.
A sessions bundle (SAR). Four 45-minute sessions for 800 SAR: 200 SAR per session.
- You cancel after 2 sessions were held. 400 SAR back for the 2 sessions not yet held.
- The coach does not show up to session 3. The session is re-credited. If it happens a second time, the 200 SAR for that session is refunded to you.
- You do not join session 3 within 15 minutes of its start. It counts as used. You may reschedule once as a courtesy.
A paid intro call (SAR). A 15-minute intro call costs 40 SAR. Cancel before it is held, within 48 hours of paying: 40 SAR back. If the coach does not show: 40 SAR back.
With a Plus discount. If you paid 2,160 EGP after a 10 % Plus discount, every refund is calculated on the 2,160 EGP you actually paid.
These are illustrations; the app shows the real amounts for your contract.
5. How to cancel or ask for a refund
- To cancel: open the contract in the app or on the web and choose Cancel contract. The refund is shown first; confirm it. Rule-based refunds start immediately.
- Outside the rules (for example the coach delivered less than promised): choose Ask for a refund on the contract, say what happened and attach anything that helps. A member of our team reviews it.
- Contact: support@khatawaat.com for anything the app cannot do.
6. Disputes: Khatawaat decides within 10 days
6.1 Either you or the coach may open one dispute per contract. Opening it freezes the tranches that have not been paid out.
6.2 We ask both sides for a short statement, then look at the contract record: what was bought, messages exchanged, plans delivered and sessions held or missed. A member of our staff with the admin role decides within 10 days: for the member, for the coach, or a split. Every decision is recorded and explained to both sides.
6.3 You and the coach accept our decision for amounts up to the package price. It does not take away rights you have under the law or the right to go to court after our decision.
7. When and how you are paid back
- Refunds go to the original payment method, in the currency you paid.
- Rule-based refunds start immediately. For a refund we decide, we start it within 3 business days of the decision.
- Your bank or card issuer then takes its usual time, typically 5 to 10 business days. If your bank converts currencies, the amount it shows can differ slightly; that difference comes from the bank's rate, not from us.
- The platform fee is not an extra charge to you: the price you see is what you pay, and a refund is calculated on it.
8. Chargebacks
If you ask your bank to reverse a payment, the bank opens a dispute with Stripe. Please write to us first: most things we can fix faster. If a chargeback goes ahead, we send the bank the contract record as evidence and freeze the coach's tranches for that contract until it is decided. If you win it, you are refunded by your bank and we adjust the contract; if we find you were refunded twice we may take it into account.
9. Special cases
- Coach leaves or is suspended. Open contracts are ended and you are refunded the parts not yet released (Section 3).
- Your account is deleted. Active contracts are cancelled first and refunded under the rules above; see the Privacy Policy for what we keep about payments.
- Paused contracts. A pause moves the end date by the days paused; it does not change the amounts.
- Medical emergency or illness. Tell the coach and us; we handle it under Section 6 and will be reasonable.
- Unused sessions at the end. Sessions that expire unused are not refunded, unless the coach caused it.
10. Right of withdrawal and local law
Some countries give consumers a statutory withdrawal or cooling-off right for services bought online. Where one applies, it is in addition to this policy, and you can tell us you are using it at support@khatawaat.com. [Counsel: set out the withdrawal right and its waiver for services that start immediately, per country (EU, Egypt, KSA, UAE).]
11. Changes
We may change this policy for future purchases. Your contract keeps the version you accepted at checkout. We show the new version with a new date and tell you what changed.
12. Contact
[Company Legal Name] · [Company Address] · Refunds and disputes: support@khatawaat.com · Legal notices: legal@khatawaat.com
This policy is available in English and Arabic. In case of conflict, the [Prevailing Language] version prevails, except where the law of your country requires otherwise. See also the Terms of Service (Part C), the Privacy Policy and the Medical & Health Disclaimer.