Terms and Conditions

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Introduction and Scope

Wadjet Tutor is an electronic platform for arranging and booking online and in-home tutoring lessons, connecting users with tutors, and administering payments and complaints. The services are governed by these Terms, the Cancellation and Refund Policy, the Rescheduling Policy, and the Privacy Policy. Nothing in these documents limits mandatory consumer rights under applicable law.

Definitions

Platform: The Wadjet Tutor application and associated services. User: A parent, legal guardian, or student aged 18 or over who holds an account. Student: The person receiving the lesson. Tutor: A registered provider of educational services. Lesson: An online or in-home educational session. Direct Booking: A request addressed to a specific tutor. Open Booking: A request for which tutors meeting the stated criteria may submit offers. Confirmed Booking: A booking accepted and successfully paid for. Wallet: The record of the user's refundable, compensation, and promotional balances. Satisfaction Guarantee: A commercial guarantee to refund the amount actually paid for an eligible lesson following a qualifying complaint.

Registration and Accounts

An account may be created by a parent, legal guardian, or student aged at least 18.
The Platform offers one account type, “Parent / Student,” through which lessons may be booked for an unlimited number of students.
Required student details are entered for each booking; a separate permanent student profile is not required.
A user booking for a minor who is not under that user's parental authority or guardianship must obtain consent from the minor's parent or legal guardian.
Users must provide accurate information, safeguard login credentials, and promptly report unauthorized account access.

Services and Bookings

The Platform offers online lessons and lessons at the student's home.
For Direct Booking, the user selects a tutor and submits a request. For Open Booking, the user posts a request, receives offers from matching tutors, and selects a suitable offer.
Submission of a request or selection of an offer does not itself confirm a booking. Confirmation requires acceptance and successful payment.

Prices and Payment

The lesson price and total payable amount are displayed before payment. Only supported bank cards are accepted.
The Platform does not charge the parent an additional booking commission; its commission is charged to the tutor under the tutor agreement.
Payment must be completed at least one hour before the lesson begins. The Platform is not required to retain an unpaid time slot after the payment deadline.
Discounts and promotional codes are subject to the published terms of the relevant offer.

User Obligations

Users must provide accurate details, ensure the student is ready, provide appropriate devices and connectivity for online lessons, and provide a safe setting for in-home lessons.
Users must treat tutors and support personnel respectfully and must not engage in abuse, fraud, or unauthorized sharing of login details.
Audio, video, and screen recording of lessons by any means is prohibited. Users must not misuse other persons' information or communications contrary to law.

Safety of Minors

For an in-home lesson involving a minor, a responsible adult must be present at the start and remain reachable and available to intervene in emergencies throughout the lesson.
Tutors must comply with professional conduct and child safeguarding requirements. The Platform may suspend a lesson where a serious safety risk arises.
No provision releases any party from legal child-safety obligations or restricts reporting to competent authorities.

Attendance and Lateness

Each party has a 20-minute waiting period from the confirmed lesson start time.
If the student arrives within that period, the tutor must deliver the full lesson duration, even if the end time is extended.
If the student is absent for more than 20 minutes while the tutor is present and ready, the lesson may be treated as completed and the tutor paid, subject to the user's right to complain.
If the tutor is more than 20 minutes late, the user may decline to start and report the tutor as absent. Upon verification, the refund and compensation rules apply

Satisfaction Guarantee

A user is entitled to a refund of 100% of the amount actually paid for a delivered lesson upon submitting a qualifying dissatisfaction complaint within 72 consecutive hours after the official scheduled end time in the latest approved booking.
Proof of professional fault is not required; a brief explanation of dissatisfaction is sufficient. Ordinary eligible claims are approved automatically; unusual cases receive an objective human review.
An eligible claim may not be rejected merely because the tutor or administration disagrees with the user's assessment. Complaint frequency alone is not proof of fraud.
Administration determines whether the Platform, tutor, or both bear the cost under the tutor agreement, without delaying the user's entitlement pending internal allocation.
The Platform does not guarantee particular grades or academic outcomes. Expiry of the commercial guarantee does not extinguish statutory rights.

Cancellation and Refunds

Cancellation at least 24 hours before the lesson is automatic, requires no tutor approval, and gives a 100% refund.
Within the final 24 hours, cancellation requires tutor approval. A refusal is automatically referred to administration; if the tutor does not respond, the user may escalate immediately.
The booking remains in force until cancellation is approved. If the tutor approves, the full amount is refunded.
If a tutor's cancellation is approved, the user receives a full refund; tutor cancellations within 24 hours are subject to administrative review.

Rescheduling

Request must be made at least 24 hours before the current confirmed lesson start and requires tutor approval.
An unapproved request expires after 12 hours. The existing time remains in effect until a change is formally approved.
Rescheduling is permitted an unlimited number of times, provided the tutor approves each request. Administration intervenes following a tutor's refusal.

Wallet and Compensation

Refunded money held in the Wallet does not expire, and the user may request its return to the original bank card.
The Platform targets processing of card refunds within 7–14 business days, depending on the payment provider and bank and subject to mandatory legal time limits.
Business days are Sunday through Thursday, excluding Egyptian public holidays.
Upon verified tutor no-show, the user receives a full refund plus additional booking credit equal to 10% of the lesson price, capped at EGP 100.
Compensation credit does not expire, may only be used for bookings, and is not cash-withdrawable. It is accounted for separately from refundable funds.

In-App Communication

The Platform supports in-app text messages and voice calls.
Users and tutors must not exchange personal telephone numbers or external contact methods to arrange lessons outside the Platform or move Platform-originated bookings off-platform to evade its fees.
These restrictions do not prevent emergency contact, communications with competent authorities, or the exercise of legal rights.

Privacy and Data

The Platform processes information necessary for accounts, bookings, payments, and complaints in accordance with Egyptian law and a separate Privacy Policy.
Student data is not used for marketing except as permitted by law and with separate consent where required.
Recording lessons is prohibited. The Privacy Policy specifies processing purposes, retention periods, recipients, and data-subject rights.

Complaints and Disputes

Satisfaction Guarantee complaints must be submitted within 72 consecutive hours of the official scheduled lesson end time, without prejudice to rights outside the commercial guarantee.
The Platform provides an initial response within 72 business hours of receiving a complaint.
Users may request reconsideration and contact competent regulatory or judicial authorities without restriction.

Account Suspension

Accounts may be suspended or terminated for material breaches, with reasons provided and an opportunity to appeal.
Immediate protective suspension is permitted in serious-risk cases and does not extinguish accrued financial entitlements.

Amendments and Governing Law

Material amendments may be made with appropriate advance notice and renewed consent where required by law.
Amendments may not retroactively diminish rights arising from confirmed bookings contrary to law.
These Terms are governed by the laws of the Arab Republic of Egypt, including mandatory consumer and personal-data protections.

Contact Details and Acknowledgment

Company: [To be completed]. Email: [To be completed]. Registered address: [To be completed]. Support channels: [To be specified]. By using the services after being presented with and accepting these Terms through the applicable process, the user acknowledges the Terms and associated policies, without waiving any statutory right.