Refund Policy

This Refund Policy explains how cancellations, refunds, and disputes are handled on Ustazi.

1. General Policy

Ustazi aims to provide a fair experience for students, parents, and tutors. Refund requests are reviewed based on the type of service, timing of cancellation, and whether the session or service was delivered.

2. Tutoring Sessions

• If a session is cancelled within the allowed cancellation window, the student may be eligible for a refund or credit.

• If a tutor does not attend a scheduled session, the student may be eligible for a refund, credit, or rescheduled session.

• If a student does not attend a scheduled session, the session may be considered completed and may not be refundable.

3. Instant Question Help

Payments for question-solving or instant academic help may be non-refundable once a tutor has started working on the request or delivered the response, unless there is a clear service issue.

4. Quality Disputes

If a student or parent is not satisfied with a session, they should contact Ustazi support. We may review the case and decide whether to offer a refund, partial refund, credit, or rescheduled session.

5. Processing Time

Approved refunds may take several business days to appear, depending on the payment provider, bank, or card issuer.

6. Abuse of Refunds

Ustazi may refuse refund requests or suspend accounts if we detect abuse, repeated bad-faith claims, or misuse of the refund process.

7. Changes to This Policy

We may update this Refund Policy from time to time. Updated versions will be posted on this page.

8. Contact

For refund requests or questions, contact us at support@ustazi.app.