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Abo Omran

Payment, Refund, Subscription & Live Course Policy

Last updated: 27 September 2026

This policy sets out, clearly and fairly, how payment, refunds and cancellation work on Abo Omran for students, parents and other users of the platform.

1. The student and the payer

The platform user or student may be a different person from the owner of the payment method.

If the student is under 18, the purchase must be made by a parent or the owner of the payment method, or with their explicit consent.

By completing a payment, the payer confirms that they:

  • own the payment method used, or are authorised to use it;
  • have reviewed the service, course or subscription being bought;
  • have reviewed the price, the subscription period and any renewal terms;
  • have read and accepted the cancellation and refund policy.

The platform may ask for extra verification on some transactions for security reasons or to prevent unauthorised use of payment methods.

2. Purchase confirmation

After a successful payment, a confirmation is shown or sent that states, depending on the service:

  • the name of the service or course;
  • the amount paid;
  • the payment date;
  • the subscription period;
  • the next renewal date, if the subscription renews;
  • customer support contact details.

The user is responsible for making sure the email and contact details given at purchase are correct.

3. Unintended purchases by a family member

We understand that some students may use a parent’s or family member’s card by mistake.

If a purchase was not intended, please contact us as soon as possible.

If the refund request is made within 48 hours of the purchase and the service has not been substantially used, the full amount may be returned to the original payment method.

Substantial use means, depending on the product, consuming a noticeable part of the content or actually benefiting from the service, such as completing paid tests, attending a course or using a substantial part of the paid content.

Each case is reviewed fairly based on the usage record and the circumstances of the purchase.

This policy does not affect any mandatory consumer rights the law may grant.

4. Amounts charged by mistake

If you are charged twice for the same service because of a technical error, the duplicate amount is refunded after the transaction is verified.

If you were charged and the service was not activated, please contact support so we can activate it or refund the amount as appropriate.

5. Subscriptions

The platform may offer monthly, yearly or fixed-period subscriptions.

Before you subscribe, we make clear:

  • the subscription price;
  • the subscription period;
  • whether it renews automatically;
  • the renewal date;
  • how to cancel the renewal.

You can cancel automatic renewal before the next renewal date.

Cancelling renewal does not usually cancel the period already paid for; access continues until the end of that period.

6. Unintended renewal

If a subscription renews and you did not want to continue, you can contact us within 48 hours of the renewal.

If the service has not been substantially used since the renewal, the renewal amount may be refunded.

If it has been substantially used since the renewal, the refund request is reviewed on its circumstances and any mandatory consumer rights.

We recommend cancelling renewal before the renewal date if you do not want to continue.

7. Subscription price changes

If the price of a renewing subscription changes, we tell subscribers a reasonable time before the new price applies.

A new price never applies retroactively to periods already paid for.

8. Live courses and sessions

Live courses and sessions follow these cancellation terms unless different terms are stated at booking.

If the student cancels more than 48 hours before the session or course, they can ask for a refund or for the amount as credit for another booking.

If the cancellation is 12 to 48 hours before, the platform may allow rescheduling or grant credit to book again, subject to availability.

If the cancellation is under 12 hours before, or the student does not attend, the amount is usually not refundable, except in exceptional cases or where the law requires otherwise.

The live-course cancellation and refund policy sets out the remaining terms, such as one-to-one sessions and teacher lateness:

Cancellation & Refund Policy for Live Courses

9. Course cancelled by the platform

If the platform or the teacher cancels a live course or session and no suitable alternative time is offered, the customer may choose to:

  • reschedule the session;
  • turn the amount into platform credit;
  • get a refund of the amount paid for the cancelled service.

10. Technical problems in live courses

If a session cannot be delivered because of a technical problem on the platform’s or the teacher’s side, it is rescheduled at no extra cost.

If no suitable alternative can be offered, the customer may ask for a refund of that session.

Problems caused by the student’s device or internet connection are handled case by case, and rescheduling may be offered where possible.

11. Refunds

When a refund is approved, the money is returned to the original payment method whenever possible.

It may take longer to appear depending on the bank or payment provider, which is outside the platform’s control.

12. Bank disputes (chargebacks)

If you have a problem with a payment or a service, we encourage you to contact customer support first so we can fix it or refund you where due.

This does not stop you from using the rights available to you with your bank or payment provider.

If a bank dispute is opened on a payment, access to the service linked to that payment may be suspended until the payment status is settled.

This does not affect other services paid for separately that are not part of the dispute.

13. Payment verification

To prevent fraud and protect students, parents and payment-method owners, the platform and its payment provider may use security measures such as:

  • card verification;
  • 3D Secure;
  • high-risk payment detection systems;
  • asking the payment-method owner for extra confirmation.

Some payments may be declined or cancelled if they are considered high risk.

14. Records proving the service was provided

The platform may keep the records needed to manage payments, provide the service and resolve disputes, in line with the privacy policy and applicable law.

Where needed, these records may include:

  • the date and time of the purchase;
  • the payment number;
  • the account linked to the purchase;
  • the payer’s and the student’s email where available;
  • sign-in records;
  • access records for tests or courses;
  • test attempts;
  • content views;
  • attendance at live sessions;
  • the IP address and technical information needed for security;
  • correspondence about the order;
  • the version of the terms of use and refund policy the user accepted at purchase.

15. Unauthorised use of a payment method

If the owner of a payment method learns their card was used without their consent, please contact us immediately.

We will review the transaction, the usage record and the available information, may suspend the service linked to the transaction during the review, and will take the appropriate action.

16. Contact

To request a cancellation or refund, or to report a payment problem, contact us by email or through the support page below.

Please include the email on the account and the order or payment number so we can handle your request faster.