Wadjet

Cancellation and Refund Policy

Scope

This Policy applies to confirmed, paid online and in-home lessons booked through Wadjet Tutor, whether through Direct Booking or Open Booking. The same cancellation rules apply to both lesson formats.

Booking Confirmation

  • A booking is confirmed only after acceptance and successful payment by bank card.
  • Payment must be completed at least one hour before the lesson starts; otherwise, the Platform is not required to reserve the slot.

Cancellation by the User

  • If the user cancels at least 24 hours before the lesson starts, cancellation is approved automatically without tutor consent and 100% of the amount paid is refunded.
  • If fewer than 24 hours remain, the user submits a cancellation request requiring tutor approval. Approval results in a full refund.
  • A tutor's refusal is automatically referred to administration. If the tutor does not respond, the user may escalate immediately, without waiting for a prescribed period.
  • Silence is not approval. The booking remains active until cancellation is approved or administration decides otherwise, subject to exceptional circumstances and statutory rights.

Cancellation by the Tutor

  • The tutor submits cancellation through the app. Once approved, the user receives a 100% refund without cancellation charges.
  • Tutor cancellation requests within 24 hours of the lesson are subject to administrative review.

Student Lateness and No-Show

  • The tutor waits 20 minutes from the confirmed start time.
  • If the student arrives within the waiting period, the tutor must deliver the full instructional duration, extending the end time by the delay.
  • If the student does not arrive within 20 minutes and the tutor is present and ready, the lesson may be treated as completed and the tutor paid; the student's absence does not trigger an automatic refund.
  • The user may file a complaint or submit exceptional circumstances for review.

Tutor Lateness and No-Show

  • The user waits up to 20 minutes from the lesson start.
  • If the tutor is more than 20 minutes late, the user may refuse to begin and report a tutor no-show.
  • When the no-show is verified, the user receives a full refund plus additional compensation credit equal to 10% of the lesson price, capped at EGP 100.
  • Compensation credit may be used for in-app bookings, never expires, and cannot be withdrawn as cash. A verified tutor no-show cannot be marked as a completed lesson.

Full Satisfaction Guarantee

  • The user is entitled to a refund of 100% of the amount actually paid for a delivered lesson by submitting a qualifying dissatisfaction complaint within 72 consecutive hours after the official scheduled end time in the latest approved booking.
  • The period runs from the approved scheduled end time, not the actual end time if the lesson runs late, without prejudice to statutory rights.
  • The complaint must identify the booking and briefly explain the dissatisfaction through the app's complaint channels. No lesson recording or proof of tutor fault is required.
  • Eligibility requires a confirmed, paid and delivered lesson; a timely request; no prior refund of the same amount; and no proven fraud or material falsification.
  • Ordinary eligible requests are approved automatically after eligibility checks. Unusual cases or inconsistent records are referred for human review.
  • An eligible request cannot be refused solely because the tutor or administration disagrees with the user's subjective assessment. Multiple complaints alone do not establish fraud.
  • The user receives the amount actually paid after discounts. Any promotional credit used is handled under the published promotional terms; duplicate cash refunds are prohibited.
  • Administration subsequently determines whether the Platform, tutor, or both bear the guarantee cost under the tutor agreement. This internal assessment must not delay the user's refund entitlement.
  • Expiration of the commercial guarantee does not remove statutory consumer rights.

Refunds and Wallet

  • Refunded money may be credited to the Wallet and does not expire.
  • The user may request return of refundable funds to the original bank card used for payment.
  • The Platform targets refund processing within 7–14 business days, depending on the payment provider and bank, subject to mandatory legal deadlines.
  • Business days are Sunday through Thursday, excluding Egyptian public holidays.
  • If return to the original card is technically impossible, the Platform will contact the user to arrange a lawful and secure alternative.
  • Refundable funds are recorded separately from promotional and compensation credits.

Complaints and Reconsideration

  • Users may complain about attendance, quality, cancellation, or payment through support channels.
  • The Platform provides an initial response within 72 business hours of receiving the complaint.
  • Users may request reconsideration of a decision, with reasons for refusal provided, without restricting access to competent authorities.

Exceptional Circumstances

Administration reviews emergencies, major technical failures, force majeure, and safety risks based on the facts and applicable law. Exceptions may not be used to deprive users of established guarantee or statutory rights.

Final Provisions

  • Time periods are calculated from times displayed in the app in Egypt local time.
  • The Platform records requests and decisions and notifies users of the outcome.
  • This Policy forms part of the Terms and Conditions and does not limit non-waivable legal rights.
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