CANCELLATION & REFUND POLICY
This Cancellation & Refund Policy (hereinafter referred to as the “Policy”) shall govern the relationship between JTC Education FZ LLC, an entity bearing Registration Number: 52000191, and having its principal office address at JT030113, Compass Building, Al Shohada Road, AL Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates (hereinafter referred to the “Company” or “JTC Education” or “us” or “our” or “we”) and you (hereinafter referred to “you” or “your” or “user”) when you make payments for the services of the Tutors on our website – www.jtceducation.com/, and our mobile application, “JTC Education”, as available on Apple App Store and Google Play Store (hereinafter referred to as the “Website” or “Site” or “App” or “Platform”).
Please read this Policy carefully, as it forms a binding agreement between you and JTC Education. If you do not accept this Policy in its entirety, then you may not book or pay on JTC Education.
This Policy shall be read in conjunction with our Terms & Conditions (if you are a parent/student) or Tutor Agreement (in case you are a Tutor).
1. ACCEPTANCE OF THIS POLICY
By booking the lessons of Tutors on JTC Education App, you hereby represent that you have read, understood, and agreed to be bound by this Policy, our Terms & Conditions, and any future updates and additions to these policies, as published from time to time at the website/App or as otherwise may be communicated to you.
All details in respect of the lessons, qualification, experience, and expertise of the Tutor, and in respect of their services, are provided by the respective Tutor, and we in no way can confirm or guarantee the same. Therefore, JTC Education does not warrant that such description or representation or lessons will always be accurate, complete, reliable, current, relevant, helpful or error-free. All responsibilities with this respect lie solely with the Tutors.
3. NO RESCHEDULING
Please note, once you have paid for a lesson and your request is accepted by the Tutor, you cannot reschedule the lesson or class at any time. Your sole remedy in such situations is to cancel the confirmed lesson, and send a request for booking it again at your preferred day and time (which shall then be subject to acceptance by the Tutor).
4. CANCELLATION AND REFUND
a) Cancellation of Awaiting Lessons: The lessons awaiting Tutor’s confirmation may be
canceled and refunded in full at any time. The lessons that are awaiting Tutor’s Confirmation at
the lesson start-time are automatically canceled and refunded in full.
b) Cancellation of a confirmed one-on-one Lesson: You are allowed to cancel a confirmed
lesson with at least 24 hours remaining prior to your scheduled lesson (“Cancellation Period”). In such a case, we will refund you all the amounts paid by you for that lesson as a credit in your JTC Education balance. You can use the same to book a lesson of the same or different Tutor. You cannot cancel a confirmed lesson at any time after the Cancellation Period has expired.
c) No Cancellation of a Group Lesson: Group Lessons cannot be canceled and are non- refundable once accepted. In the event that a student is absent for a Group Lesson, a recording and follow-up email regarding the lesson will be shared directly to their email. However, if insufficient students accept a Private Group Request before the required deadline, the Group Lesson will be canceled, and their parents will be provided a full refund.
d) Failure to confirm a Private Group Request: Failure to confirm a Private Group Request before the required confirmation deadline date means no longer being able to partake in the group.
e) Cancellation or No-show by Tutors: In case, Tutors cancel a scheduled lesson or do not show up at the scheduled time, we will refund you all the amounts paid by you for that lesson as a credit in your JTC Education balance. You can use the same to book a lesson of the same or different Tutor.
f) How to Raise a Cancelation Request: If you are unable to cancel at your end, please reach out to us at email@example.com. Cancellation or refund requests raised after the Cancellation Period concludes will not be entertained.
g) Requesting a Refund to Original Method of Payment: All refunds are credited as credit within your JTC Education App wallet. However, if you want the refund to be credited back to your original method of payment, please raise a request at firstname.lastname@example.org. Please note, bonus credits (if any issued) will not be transferred to your bank.
5. WEEKLY RECURRING LESSONS
a) Automatic Booking: Reserve a weekly lesson and let our app take charge of rebooking the
same day and time for you each week. If turned on, as long as you have sufficient balance, the App will automatically book your weekly lessons for the same day and time at the end of that week’s lesson, until canceled by you.
b) Cancellation: Confirmed weekly recurring lessons may still be canceled in line with our 24 hour cancellation policy for receipt of a full refund as described in Section 4 above.
c) Disabling the feature: You can also disable the “weekly recurring” feature at any time by clicking 'Cancel all future lessons'.
d) Issues: If you are facing any issues, please contact us at email@example.com.
6. RAISING DISPUTES
a) Disputes: If you are dissatisfied with the class or service provided by a Tutor, you can raise a
dispute to us.
b) Process of Dispute Resolution: Once we have received a complaint, we will request you for
all the relevant details to ascertain the genuineness of your complaint. If we find merit in your complaint, then we will get in touch with the concerned Tutor, and provide him/her the reasonable opportunity to be heard. After hearing both the User and Tutor, JTC Education will reach a decision in its sole discretion, after considering the facts and circumstances involved on a case-by-case basis. You can contact us at firstname.lastname@example.org.
c) Outside Communication or Transaction: While deciding on any submitted dispute, JTC Education may not consider any communication or payment made outside of the Platform.
d) JTC Education’s decision shall be final: We will take action based on our sole discretion. The decision reached by JTC Education in respect of the above dispute shall be the full and final, and shall be binding on both the User as well as the Tutor. The said decision of JTC Education shall not be eligible for an appeal. Nothing mentioned in this section shall be deemed to limit the entitlement of the user under any applicable law.
7. ACCOUNT DELETION
If you delete your account, all the credits present in your JTC Education App wallet will be lost. Therefore, we strongly recommend you to either utilize your credits, or request us to transfer them to your original method of payment before deleting or closing your account. Please note, bonus credits (if any issued) will not be transferred to your bank.
8. ABUSE OF CANCELLATION POLICY
You must not misuse or exploit our cancellation policy in any manner. We reserve the right to suspend or terminate your account if we feel that you are exploiting our cancellation policy.
9. GOVERNING LAW AND DISPUTE RESOLUTION
Unless provided by the relevant statute, rules or directives applicable to the jurisdiction in which you reside, in case of any claims, disputes or controversies arising out of or in relation to the services, or this Policy, the same shall be dealt with as per the Governing Law and Dispute Resolution clause as mentioned in the Terms & Conditions/ Tutor Agreement (as the case may be).
10. UPDATES TO THIS POLICY
We may add to or change or update this Cancellation & Refund Policy at any time, from time to time, entirely at our own discretion, with or without any prior written notice. You are responsible for checking this Policy periodically. Your use of the Platform after any amendments to this Policy shall constitute your acceptance to such amendments.
Last updated on December 26, 2022.