Refund and cancellation policy

Check the teacher, learner, lesson, date, time zone, duration, and lesson credits before you confirm. A booking is confirmed only when eMakatib shows it as confirmed. There is no online checkout; lesson credits are granted by the eMakatib team after payment outside the platform.

You can cancel an upcoming package-credit lesson from the lesson page before it starts. The credit returns to the same active package. This is a returned lesson credit, not a cash refund. After a lesson starts, the credit is treated as used unless the teacher or eMakatib caused the lesson to fail.

You may request a full refund for an unused package within 7 days of the grant. A package is used once any included lesson has started or been completed.

Used packages are not automatically refundable. If a teacher becomes unavailable or eMakatib cannot provide the remaining lessons, we will offer a suitable replacement teacher, restore usable credits where possible, or review a refund for the unused part. A money refund never restores used lesson credits automatically; the team adds a separate credit adjustment when one is owed.

A lesson with a price of zero has no payment to refund. If the lesson cannot take place, you may book another available time where the offering permits it.

If the teacher cancels, does not join, or cannot provide the lesson, you may choose a new time or receive the package credit back. Tell us promptly so we can check the lesson record and help.

If the learner does not join, the lesson is normally treated as delivered and is not refundable. A teacher may end the room after waiting 15 minutes. Late arrival does not extend the scheduled end time.

Before the lesson, check the internet connection, camera, microphone, browser permissions, and device. Problems limited to the learner’s or teacher’s equipment or internet do not always qualify for a refund.

If an eMakatib or lesson-room failure prevents most of the lesson, contact us with the booking number and a short description. We will review the connection record and offer a replacement lesson, returned credit, or refund where appropriate.

We may end a lesson or restrict an account for unsafe, abusive, discriminatory, or inappropriate conduct. Refund eligibility depends on who caused the issue and any legal duty to protect a learner or teacher. See the Child safeguarding policy.

Email hello@emakatib.com or use the Help page. Include the account email, booking number, lesson date, and the outcome you want. Do not send payment-card details.

eMakatib does not take online payments. An approved refund is recorded by the team and sent back through the original outside payment channel to the same account holder. We cannot redirect it to another person or account.

Currency conversion and bank fees are controlled by the bank. The amount received can differ slightly from the original record when exchange rates change.

This policy does not reduce any cancellation, refund, or consumer right that applicable law gives you and does not allow us to exclude.