Terms & Conditions of Use for Parents and Students

“Mehad” or “the Platform”: Mehad Al‑Marifah Company, its electronic platform, and all of its official communication channels. “Parent”: the adult person registered on the Platform and responsible for the Student. “Student”: the actual beneficiary of the tutoring services. “Teacher”: the tutoring service provider approved by Mehad and independent in the nature of their work. “Lesson”: a tutoring session of the agreed duration. “Package”: a set of lessons purchased for a single total price. “Service”: everything Mehad provides by way of intermediation between Parents and Teachers. “User”: any person who uses the Platform, whether a Parent or a Student.

2.1 EligibilityThe registrant must be an adult of no less than 18 years of age. A Student aged 5 years or above may be registered with the consent and under the care of their Parent. The User acknowledges that the information provided at registration is true, accurate, and complete. The Parent is responsible for the confidentiality of their account login credentials and for any activity carried out through the account. Please notify Mehad immediately upon suspecting any unauthorised access to the account. Mehad reserves the right to refuse any registration request or to terminate any account without stating reasons.

2.2 Usage RestrictionsTransferring the account or sharing login credentials with any other party is prohibited. Use is restricted to personal educational purposes only — any commercial use is prohibited. Attempting to breach or tamper with the system, or engaging in any harmful activity, is prohibited.

3.1 Booking ProcedureBooking is made exclusively through Mehad’s official channels — no arrangement made outside the Platform is recognised. Following booking and payment, Mehad confirms the Teacher and appointment details within 24 working hours. Mehad selects the appropriate Teacher based on subject specialisation, academic stage, geographic area, and the Parent’s preferences. The Parent is entitled to review the profile of the proposed Teacher before the first lesson begins.

3.2 Packages and Their ValidityMehad offers a range of packages, displayed with their prices on the pricing page of the Platform. Displayed prices are inclusive of value added tax unless expressly stated otherwise. The scheduling validity of a package is three (3) months from the date of purchase, being the period during which Mehad undertakes to make appointments available for scheduling the remaining lessons in the package. The expiry of this period does not cause the monetary balance corresponding to unused lessons to lapse; that balance remains standing in the User’s favour and shall be rescheduled or refunded in accordance with the provisions and controls set out in these Terms and Conditions and in the policies approved by Mehad at the time the request is submitted. Mehad reserves the right to amend its packages, their prices, and the fees associated with them at any time. The effectiveness of such an amendment does not require the User’s express or implied consent; prior notice to registered Users in accordance with Clause (13) of these Terms shall suffice. Any amendment applies to transactions and purchases made after its effective date, without prejudice to rights acquired in respect of transactions preceding that date.

Our confidence in our Teachers is complete, which is why we offer a genuine guarantee to every new family:

4.1 How the Guarantee WorksThe Parent pays the value of the first lesson or the first package in advance at the time of booking; it is a paid and guaranteed lesson. After the first lesson with any Teacher has ended, if the Parent is not satisfied for any reason, they may, within 24 hours of the end of the lesson, choose one of the following: (a) a full refund of the amount paid within 3–7 working days, or (b) a change of Teacher and the arrangement of a new lesson with an alternative Teacher at no additional charge. The lapse of 24 hours from the end of the first lesson without notice from the Parent is deemed implied acceptance of the Teacher and continuation of the Service.

4.2 Conditions of the GuaranteeThe guarantee applies to the first lesson only in each new relationship between a Student and a Teacher. The guarantee does not apply if the Student is absent from the lesson or cancels it before it takes place. The guarantee does not apply if it is requested more than 24 hours after the end of the lesson. Subsequent lessons, after implied or express acceptance, are subject to the general refund policy.

5.1 Payment MethodsPayment is made via mada, Apple Pay, STC Pay, and the other payment methods available on the Platform. No lesson is held without prior payment — payment is a prerequisite for confirming a booking. Any direct payment to the Teacher outside the Platform is not recognised, and Mehad bears no liability in respect of it. Mehad does not store payment card data — it is processed through a secure, accredited payment gateway.

5.2 Refund Policy

Mehad reserves the right to set or amend any administrative fee applied to partial refund transactions, including whether or not a fee percentage is applied, in accordance with the policy in force at the time the request is submitted. Users will be notified of any material amendment in this regard in accordance with Clause (13).

6.1 Cancellation and PostponementA lesson may be cancelled or postponed free of charge with at least 24 hours prior notice. Cancellation with less than 24 hours notice: the lesson is deducted from the package unless the reason is a documented emergency. In documented emergencies, each case is considered on its own merits and in good faith. Communication through the Platform, or with the Mehad team via WhatsApp, are the two official channels for any amendment to bookings.

6.2 Changing the TeacherThe Parent is entitled to request a change of Teacher at any time, without any need to give a reason. Mehad arranges the change within 24–48 hours of the date of the request. If the change is requested before the first lesson, a trial lesson is arranged with the alternative Teacher and the satisfaction guarantee applies to it. Lessons already delivered with the previous Teacher are non-refundable.

6.3 Teacher Absence or LatenessTeacher lateness of more than 15 minutes without notice: the Parent is entitled to cancel the lesson and receive a full refund of its value. Teacher absence: the lesson is cancelled and a replacement lesson is added, or the amount is refunded in coordination with the Parent. Mehad works to find a replacement as quickly as possible in any emergency arising on the Teacher’s side.

7.1 Core ObligationsAttending at the scheduled time, or giving prior notice of any absence or postponement. Treating the Teacher and the Mehad team with respect at all times. Not attempting to contact the Teacher directly in order to arrange lessons or agreements outside the Platform. Notifying Mehad immediately of any inappropriate conduct on the part of the Teacher. Providing a suitable, quiet environment for in‑person lessons, and providing the technical requirements for remote lessons. Providing accurate information and updating it upon any change.

7.2 ProhibitionsArranging lessons or financial agreements directly with the Teacher outside Mehad is prohibited. Recording lessons, in audio or video, without the express permission of Mehad and the Teacher is prohibited. Sharing account credentials or allowing other parties to use the account is prohibited. Publishing offensive or misleading content concerning Mehad or its Teachers on any platform is prohibited. Using the Platform for any unlawful purpose, or in violation of Saudi regulations, is prohibited.

Mehad takes care to verify the competence and suitability of Teachers before approving them, without this constituting an absolute guarantee. It is recommended that a Parent or another adult be present during in‑person lessons at home. For Students under 12 years of age, it is advisable that a Parent sit nearby during online lessons. Any inappropriate conduct by a Teacher is to be reported immediately to the Mehad team via WhatsApp.

Mehad collects only the data necessary to provide the Service: name, mobile number, subject, and location. Data is used to provide and improve the Service and to send relevant updates. User data is not sold to third parties for commercial purposes. Limited data may be shared with the Teacher, only to the extent necessary to provide the Service. Mehad reserves the right to monitor online lessons for quality and safety purposes. All online lessons are recorded automatically (audio and video) within the session platform approved by Mehad, for the purposes of quality, review, and study. The Parent/Student acknowledges their express consent to this recording by the mere fact of agreeing to these Terms and Conditions upon registration on the Platform, and no additional or separate consent is requested before each individual lesson. In cases of legal dispute, the relevant data may be disclosed to the competent authorities.

10.1 The Nature of Mehad’s RoleMehad is a technical intermediary that facilitates communication between Parents and Teachers — and is not a party to the tutoring contract itself. Mehad is not an employer of the Teachers, and no employment relationship arises out of this Service. The Teacher is an independent service provider who bears full professional and legal responsibility.

10.2 Limits of LiabilityMehad’s services are provided “as is”, and the Platform does not guarantee any particular academic outcome for the Student. Mehad bears no liability for the acts, omissions, or errors of Teachers — liability rests directly with the Teacher. Mehad bears no liability for any direct or indirect damage arising from interruption of the Service or from technical faults. Mehad does not guarantee the availability of the Platform around the clock, although it strives to achieve this. Mehad’s maximum liability shall not exceed the amount paid for the service that is the subject of the dispute. Mehad bears no liability whatsoever for consequential, indirect, or special damages.

10.3 Disclaimer — In-Person LessonsIn in‑person lessons, Mehad is an intermediary only — the direct relationship is between the Parent and the Teacher. Where any incident occurs at the location of an in‑person lesson, its consequences fall directly on the two parties to the agreement. The Parent is responsible for ensuring a safe and suitable environment for receiving the Teacher. Mehad is not responsible for any personal injury or property incident occurring during in‑person lessons.

All content of the Platform — designs, texts, and software — is the exclusive property of Mehad Company. Copying, distributing, or republishing any content from the Platform without written permission is prohibited. Educational materials provided by the Teacher remain subject to the Teacher’s own proprietary rights.

To submit a complaint: contact the Mehad team via WhatsApp or the official email address. Complaints are handled within 48 working hours of receipt. An unresolved complaint may be escalated directly to the Operations Manager. An amicable resolution is always preferred before resorting to any external body. These Terms are governed by the laws of the Kingdom of Saudi Arabia, and any dispute shall be referred to the competent authorities therein.

Mehad reserves the right to amend these Terms — including prices, packages, and fees — at any time and without the need for the User’s express consent. Registered Users are notified of material amendments via WhatsApp or Platform notifications. Continued use of the Platform after amendments take effect is deemed implied acceptance of them.