If something goes wrong during your class — such as your instructor not showing up, a major technical problem, or dissatisfaction with lesson quality — you can file a formal report directly through Ostathi within 24 hours after the class ends. 

Here’s how the process works step-by-step: 

1. Click "Report an Issue”: After the session ends, click "Report” button. 
2. Initial Resolution Stage: Your report first goes to the instructor, giving them a chance to resolve the matter (e.g., by offering a make-up class or clarifying what happened) through the platform’s messaging system. 
3. Admin Escalation: If no agreement is reached within 24 hours, you may click "Escalate to Admin.” Our team will then review the case in detail. 
4. Admin Review and Final Decision: Ostathi admins conduct a comprehensive review using session recordings, lesson logs, messages, and evidence to verify attendance, technical issues, or conduct breaches. The final decision may include a full or partial refund, a free rescheduled lesson, or other appropriate action. The decision is final and binding for both parties. 
5. Appeals (If Needed): If you believe the decision was unfair, you can submit a formal appeal within 3 business days of receiving the outcome by emailing support@ostathi.com.jo and providing any new evidence. 

Tip: Keep your communications and materials on Ostathi — session recordings and messages are essential evidence for fair resolution.