Complaints Policy

1. Who may complain, and about what

Any user may complain about:

• a payment problem;
• a session that was late or cancelled;
• course content;
• the conduct of a trainer, a centre or another user;
• anything else.

2. How to complain

Open Complaints in the app, choose the type of problem, name the organisation or person you are complaining about, and describe what happened. You can attach up to 5 images or PDF files, 20 MB each at the most. A copy of your complaint reaches the support email mashroo7.live3@gmail.com. We keep the complaint and its evidence always.

3. What happens next

• You are told at once that we received the complaint.
• We review it, contact the other party when needed, and reply in the app with a notification.
• Complaint statuses: open, resolved and closed.
• We aim to reply and solve the problem within 3–5 working days.

4. Consultation quality complaints

After you rate a consultation 1 or 2 stars, you can file a complaint with evidence within 2 days after it ends, and the trainer's share stays held during the review. If we accept the complaint, you get back what you paid minus the payment fee. See the Refund and Cancellation Policy.

5. Possible outcomes

• A full or partial refund.
• Rescheduling.
• Removal of content.
• A warning.
• Suspension or closure of an account.

6. Good faith

Malicious or false complaints may lead to measures against the account that filed them. This does not affect your right to go to the competent authorities or courts in the Kingdom of Saudi Arabia.

This page is the same text shown in the Mashrooh app and website. The Arabic text prevails if the two differ.