Refund and cancellation policy

1How payment works

You pay Edunest, and Edunest pays the tutor for each lesson taught. Before you pay anything, your lesson agreement sets out the lessons, their length and the price in Qatari riyals (QAR), and every payment comes with a dated invoice. Because every payment reaches us, every refund comes from us too, so you never have to settle anything with a tutor directly.

This policy applies to the adult learner and to whoever registers a learner and pays for the lessons. For a learner under 18, the parent or guardian who registered the learner makes any cancellation or refund request.

2Cancelling before the first lesson

Changed your mind before the first lesson? Cancel at any time before it starts and we refund everything you paid for lessons, in full.

Some lesson agreements include a one-time registration fee, and the agreement says so before you pay. That fee comes back to you in full as well, up to the moment we introduce your matched tutor. Once a tutor has been matched and introduced and you decide to cancel, the registration fee is kept and every lesson payment is still refunded.

Qatari law also gives you three days to rescind the contract while the service has not been provided in full and you have received no benefit from it. That right sits alongside this policy, and whichever gives you more applies.

3Stopping part way through a package

You can stop whenever you like. A package price carries a discount for booking a set number of lessons, so when you stop early, the lessons already taught that month are charged at the single-lesson rate in your lesson agreement. Every paid lesson you have not used is then refunded to you.

If you would rather move to another subject or programme, tell us and we keep the value as credit on your account instead. Credit is kept only when you ask for it, and it stays on your account until you use it.

4Moving or cancelling a single lesson

Give us at least 24 hours’ notice and you can move or cancel any lesson free of charge, with no reason needed. All lesson times are in Qatar time (Asia/Qatar, UTC+3).

With less than 24 hours’ notice, tell us the reason and your tutor agrees a new time with you. A lesson that is not moved, or one the learner misses without any notice after the tutor has waited 15 minutes, counts as taught.

5When something goes wrong on our side

• If your tutor cancels or misses a lesson, we move it to a new time at no cost, and it never counts against you.
• You can ask for a different tutor at any time, and we replace the tutor free of charge.
• If 14 days pass after your request without a tutor the learner is happy to continue with, we refund every unused lesson and the registration fee, in full.
• A lesson that falls short of what your lesson agreement promised is given again or refunded, whichever you choose.
• If the start of your lessons is delayed by more than 30 days, you may end the contract and receive a full refund of what you paid, as Qatari law provides.

6How to ask for a refund

Write to us through any of the channels below, in English or Arabic, with the learner’s name, the invoice number and the lessons you want refunded. We confirm your request within 1 working day and tell you the exact amount before we send it.

• Enquiry form

  Open the form

  The main way to reach us, in English or Arabic.

You can also reach the team through the contact page.

7How long it takes and where the money goes

We issue every approved refund within 7 working days. It goes back to the same card, wallet or account you paid with, and card payments are always refunded to the original card. Your bank then posts it to your statement, usually within 5 to 10 working days, depending on the bank that issued your card.

We never deduct a processing fee from a refund. Where your bank converts currency, any small difference in exchange rate is set by your bank.

8What is not refunded

Four things, stated plainly, and nothing else:

• Lessons already taught.
• Lessons that count as taught under the 24-hour rule above.
• The registration fee, where your agreement includes one, once a tutor has been matched and introduced and you are the one who cancels.
• The package discount for a month you stop early, because those taught lessons are charged at the single-lesson rate.

9Your rights

This policy adds to your rights under Qatari law, Consumer Protection Law No. 8 of 2008 and Decree-Law No. 16 of 2010 on Electronic Commerce and Transactions, and nothing here limits them. If you paid by card, your right to raise a dispute with your card issuer stays with you as well.

The full conditions of the service are in our terms of service.

10Complaints

If a refund decision does not feel right to you, raise it with us in Arabic or English through the route below.