Payments, Refunds & Trainer Fees Policy

1The platform's capacity in selling and collecting

The platform sells the service to the trainee as the seller and collects the price for its own account through a licensed payment service provider; the full amount paid is the platform's revenue. The platform does not collect money on trainers' behalf or hold money for them, payments are not split between the platform and trainers, and trainers are not registered as sub-merchants with the payment provider. The platform pays trainers' fees from its own account under the “Service Provider Agreement”.

2Payment methods and security

• Payment is made on a secure payment page hosted by a licensed payment service provider, using the methods it offers depending on activation, such as mada cards, credit cards and Apple Pay.
• The platform does not receive or store the card number, security code or any sensitive payment data; these are entered directly with the payment provider.
• The platform does not rely on the return page or browser messages to confirm payment; it checks the transaction status directly with the payment provider.
• The card-issuing bank may require additional verification with a one-time code, and the platform is not responsible for the issuing bank declining the transaction.

3The price and what it includes

The price shown before payment is final. It is the price the trainer proposes and the platform approves as the sale price, and it includes the service value × number of participants, minus any offer approved by the platform or any coupon. The displayed price includes VAT where due. No fees are added for the trainee after that. Payment gateway fees are borne by the platform; they are not added for the trainee and not deducted from the trainer's fee.

4Loyalty points (when activated)

The platform may activate a loyalty points program for trainees, stop it, or change its rate and reward value at any time; the terms in force are shown on your account settings page. When it is active:

• Points are earned on what you actually paid for a completed session once its amount is settled; they are not earned on a cancelled session, nor on sessions completed while the program was not active. If an amount is refunded after its points were counted, the matching points are deducted from your balance, which may go below zero if they had already become a coupon; your next sessions make it up.
• On reaching the announced threshold, points automatically turn into a personal discount coupon valid for 90 days, usable only by you on a booking worth at least its value; its value is borne by the platform and doesn't reduce the trainer's fee.
• Points and coupons have no cash value, can't be exchanged for money or transferred to another account, and unredeemed points lapse when the account is deleted. Coupons already issued stay valid until they expire even if the program is stopped.
• If points are obtained by fraud (such as sham bookings), the platform may cancel the points and any coupons resulting from them.

5What happens after payment

Case one: the service allows cancellation before the time

When the trainer picks one of the platform's cancellation policies for the service (current policies: «Flexible»: Free cancellation up to 12 hours before the session; after that, 50% is refunded. — «Moderate»: Free cancellation up to 24 hours before the session; after that, 50% is refunded. — «Strict»: Free cancellation up to 48 hours before the session; after that, nothing is refunded.), the platform applies it as the seller:

• If the trainee cancels before the free-cancellation window ends: the platform refunds the full amount to the original payment method, and no fee is due to the trainer for the booking.
• If the trainee cancels after the window but before the session: the platform refunds the share stated in the policy, and the trainer is due the part of their fee that corresponds to the share not refunded, under the agreement.
• If the trainee doesn't cancel: the session goes ahead and the trainer's fee for it is due and becomes available for transfer after the session is completed and 3 days pass without a report, and is transferred in the next payout cycle. The trainee keeps dealing with the platform on everything about the booking.
• If the booking or payment is made after the free-cancellation deadline has passed (i.e. very close to the time), no cancellation window is available for that booking, and the trainee is told so explicitly before payment.

Case two: the service does not allow cancellation

When the trainer does not allow cancellation for the service (where the platform permits this):

• The trainee may not recover the amount by voluntary cancellation; this is shown clearly before payment and an acknowledgement is required.
• The refund cases set out in the “Cancellation & Refund Policy” (trainer cancellation, trainer no-show, session impossible) still apply, and the platform handles them.

Holding the trainer's fee when a report is filed

If a report linked to a booking is opened, the platform holds back the trainer's fee for it until the report is decided, if it hasn't been paid out yet; if it has, the platform recovers what is needed from the trainer's later fees under the “Service Provider Agreement”. Refunding the trainee, where their claim is upheld, does not depend on paying the fee or recovering it from the trainer.

6Trainers' fees

• For every session the trainer delivers, a fee is due to them under the “Service Provider Agreement” and becomes available for transfer after the session is completed and 3 days pass without a report, and is transferred in the next payout cycle, and the trainer invoices the platform for it. The trainer's fee is a matter between the platform and the trainer; it is not shown to trainees and does not change the price shown to them or their rights.
• The platform pays fees from its own account to the bank account (IBAN) registered in the trainer's name, and the trainer's payout verification must be complete before the fee is paid out. The account holder's name must match the trainer's name on their ID or Iqama (or the business name on the registration), and amounts are never transferred to any other account.
• A minimum transfer amount may be set; amounts below it roll over to the next transfer.
• Each transfer records its reference and date, and the trainer can see a detailed statement of their fee for every booking and anything deducted from it.
• Every refund to the trainee reduces the trainer's fee for the booking in the same proportion. If the platform refunds a trainee after the trainer's fee for the booking was paid, the matching amount is deducted from their next fees, and the trainer must repay it if those are insufficient.
• The platform pays no interest on any fees due.

7Refunds

• The platform handles refunds as the seller, and refunds go back to the same original payment method, unless a refund to the original payment method isn't possible (such as a payment by SADAD bill), in which case it is transferred to a bank account in the trainee's name.
• The platform starts the refund as soon as it is due, and it usually appears in the trainee's account within 1–3 business days for mada cards and 7–14 days for credit cards, depending on the issuing bank.
• Partial refunds are possible in the cases the policies provide for.

8Late, duplicate and suspicious payments

• If payment completes after the booking deadline has passed and the booking was cancelled automatically, the amount is refunded in full automatically.
• If a booking is paid twice, the duplicate amount is refunded.
• The platform may temporarily hold any transaction for review if fraud or use of a payment method not owned by the user is suspected, and report to the competent authorities where required under anti-money-laundering and financial fraud regulations.

9Chargebacks

We recommend contacting us first through reports before disputing a transaction with your bank. When a chargeback is received, the platform cooperates with the payment provider by providing the booking records and acknowledgements, and may deduct the value of an accepted chargeback from the trainer's fee if it was caused by them, under the agreement.

10Invoices and receipts

The platform issues the trainee an invoice in its own name for the full booking value as the seller, and a receipt for every refund. While the platform is not registered for VAT, the invoice says so and carries no VAT; when VAT is activated for the platform, VAT is calculated on the full price of the service under the VAT Law. The trainer invoices the platform, not the trainee, for their fee, including VAT if they are registered for it.