Complaints & Dispute Resolution Policy

1Before reporting

You can contact the trainer through the booking to sort out practical matters (delays, location, details); many are resolved directly. For anything about refunds or the quality of the service, come to us, because the platform is the seller of the service and is responsible to you.

2Submitting a report

• From your account: “Reports” → “New report”, choose the report type and link it to the booking if there is one, explain what happened and attach anything that supports it.
• Every report gets a reference number, and you can follow its status and send messages on it.
• A report about a session must be submitted within 7 days of its time, so it can be checked and the trainer's fee for it held back if it hasn't been paid out yet; if it has, the platform recovers it from the trainer's later fees under the “Service Provider Agreement”.

3What we do

• You see a confirmation of receipt as soon as you send it, and we reply within 3 business days at most.
• If the report is linked to a booking whose trainer fee hasn't been paid, we hold back the fee until a decision is made; if it has been paid, we recover what is needed from the trainer's later fees under the agreement.
• We review the booking records, messages and acknowledgements, hear the trainer's account, and may ask for additional evidence.
• As the seller, we decide on a fair solution: rescheduling, a full or partial refund, or rejecting the report with the reason.

4The platform's role in a dispute

The platform is the seller and your contracting party, so it is responsible for the decision on your report and for making the refund where your claim is upheld, and this does not depend on recovering any amount from the trainer. Any disagreement between the platform and the trainer over the fee or responsibility is handled between them under the “Service Provider Agreement” and doesn't delay your rights. The platform's decision doesn't prevent either party from going to the competent authorities.

5Reports from trainers

A trainer submits a report about their fee or a decision concerning them in the same way, and it is reviewed under the “Service Provider Agreement” and this policy.

6Escalation

• If you're not satisfied with the decision, you can escalate the report within 24 hours of the team's last reply, or open a new report.
• Consumers may file a complaint with the Ministry of Commerce through its official channels, and complaints about personal data with SDAIA.
• The courts of the Kingdom of Saudi Arabia have jurisdiction over disputes not resolved amicably.

7Malicious reports

Submitting false reports, or reports intended to cause harm or extort, is a violation that may lead to account suspension.