Refund and Cancellation Policy

This policy follows the refund rules Mashrooh applies automatically: when your request meets these rules, you get the refund in the app straight away, without waiting for approval.

1. Courses

• You can get a refund from the course page until the earlier of:
  • 3 days after the first video became available to you;
  • completing the second video of the course.
• The first session becomes available:
  • for a recorded course: immediately after purchase;
  • for a live course: at the time of the first live session (or at purchase if you buy after that time).
• The app shows you when your refund period ends.

2. Bundles

A bundle can be refunded only as a whole, within 24 hours of purchase. One course of a bundle cannot be refunded on its own, and nothing of it is refunded after 24 hours. Courses you owned before buying the bundle stay yours.

3. Company codes

If your company paid part of your seat, you can refund your own part within the course's refund period, and your seat goes back to your company's code. The company's part is never refunded. If the company paid the whole seat, there is nothing for you to refund.

4. Private consultations

• You can cancel a consultation request free of charge before you pay.
• The trainer does not attend: if the trainer has not joined 10 minutes after the start time, a refund button appears, and the refund is made automatically.
• Poor quality: if you rate the consultation 1 or 2 stars, you can file a complaint with evidence within 2 days after it ends. The Mashrooh team reviews it and decides on the refund. If the complaint is accepted, you get back what you paid minus the payment fee. This includes a consultation interrupted by a technical failure.

After payment:

• The trainee cancels: 24 hours or more before the time, you get back what you paid minus the payment fee automatically; later than that, nothing is refunded and the trainer is paid.
• The trainer cancels: you get back everything you paid; the payment fee is taken from the trainer's earnings.
• Changing the time: each side may propose another time once, at least 24 hours before the time; the other side accepts or declines. If you decline the trainer's time, you get back what you paid minus the payment fee; if the trainer declines your time, the original time stands.
• The trainee does not attend: if you have not joined 15 minutes after the start while the trainer is there, the trainer may propose one new time. If you miss that too, or no new time is proposed, nothing is refunded.
• The trainer's share stays held for 2 days after the consultation ends, and while any complaint is being reviewed. See the Complaints Policy.

5. When a course cannot be completed

If a course's live sessions cannot be completed and no replacement trainer is assigned within 20 days, everyone enrolled is refunded automatically. This applies even to those who watched most of the course, and they keep its recordings.

If a live session is not held on time, or its recording is deleted for poor quality and no replacement is uploaded, and no new time is set within 7 days, you can file a "Session late or cancelled" complaint. Mashrooh decides the refund percentage and method, deducted from the provider's share. See the Live Video and Interruption Policy.

6. How much, and how it comes back

• You get back what you paid minus the payment provider's fee on that payment, because the provider (MyFatoorah) does not return its fee. You see both amounts before you confirm.
• The money goes back to the same card or wallet you paid with. When it appears depends on your bank, usually within a few working days.
• If you were charged twice for the same course by mistake, the second payment is refunded in full, fee included. You can also write to the support email mashroo7.live3@gmail.com or use "Contact us" (More › Contact us) to solve the problem directly.

7. After a refund

Your access to the course, its exam and its certificate ends, except the recordings in the case in section 5. A refunded course cannot be rated.

8. Not refundable

• Requests after the refund period has ended.
• Company payments for training deals, including unused seats.
• A payment whose share has been transferred to the trainer or centre.
• A consultation the trainee cancelled less than 24 hours before its time, or did not attend, under section 4.

This policy does not limit your rights under the consumer protection laws of 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.