Terms & Conditions

Jurisdiction: Hashemite Kingdom of Jordan

Last Updated: 01/09/2025

1. Trademark Licensing and Legal Representation in Jordan

In the Hashemite Kingdom of Jordan, Ostathi™ platform and Ostathi trademark and its operations are lawfully licensed to UniHouse Jordan, officially registered as University House for Consultation and Studies Ltd, under:

Jordanian Business Registration Number: 23447
National Company Number: 200115162

UniHouse Jordan operates as the exclusive licensee of the Ostathi™ trademark within Jordan, pursuant to authorization granted by UniHouse Global Ltd, the trademark proprietor registered in the United Kingdom under Trademark Registration Number UK00004100389, Intellectual Property Office, United Kingdom.

Accordingly, UniHouse Jordan is the sole legally authorized entity responsible for the administration, representation, and enforcement of all matters concerning the Ostathi™ platform in Jordan.

Any legal references, claims, disputes, or official communications concerning Ostathi’s presence or operations within Jordan must therefore be directed to UniHouse Jordan, which serves as the legal representative and point of contact for Ostathi™ in the jurisdiction of Jordan.

2. Introduction

This Terms and Conditions Agreement ("Agreement”) sets out the legally binding terms governing your use of OSTATHI Platform ("OSTATHI”, "platform,” "we”, "our”, "us”), a digital education and training platform based in the Hashemite Kingdom of Jordan. This Agreement is a legally binding contract between you ("User,” "you”) and University House for Consultation and Studies Ltd ("UniHouse Jordan”), the exclusive licensee and operator of the Ostathi platform in Jordan.

OSTATHI offers exclusively online services that connect:

Learners with qualified tutors familiar with local curricula
Professionals, job seekers, and lifelong learners with experienced trainers delivering high-demand skills for local and international job markets.

Our platform supports:

Real-time virtual lessons
Secure scheduling and payment processing
Progress tracking and learner management
Access to educational resources and performance monitoring

OSTATHI operates solely in an online capacity. We do not endorse or facilitate any in-person teaching, meetings, or transactions. All communications, bookings, payments, and session delivery are managed within the platform.

This Agreement is governed by the applicable laws and jurisdiction of the Hashemite Kingdom of Jordan and constitutes a binding contract between you and OSTATHI upon your registration, account creation, booking, or engagement with any services provided on the platform.

By using OSTATHI, you agree to comply with and be bound by the provisions of this Agreement and all related policies referenced herein. If you do not agree, you must not access or use the Platform.

3. Key Terminology (Definitions)

Platform: The Ostathi website, applications, and all related services.
User: Any individual using the Platform, including Learners and Instructors.
Learner: A student, trainee, or their parent/legal guardian who books sessions.
Instructor: A verified Tutor or Trainer offering their services on the Platform.
- Tutor: An academic expert for K-12 subjects and curricula.
- Trainer: A professional expert for vocational or soft skills.
Session: Any live, online lesson, class, or training delivered through the Platform.

4. Eligibility and Registration

Users must provide accurate, complete, and up-to-date registration information.
Minors under 18 must have verifiable parental consent; details are provided in Section 8.
Users are responsible for account security and all activity under their credentials.
OSTATHI may suspend or terminate users accounts that violate the Terms or law, as outlined in this agreement.

5. Account Usage and Security

Your OSTATHI account is for your personal and exclusive use. You may not impersonate others, share your credentials, or access another user’s account under any circumstance. Engaging in activities that compromise the security or functionality of the Platform such as hacking, use of automated bots, distribution of malicious software, or disruption of sessions is strictly prohibited.

OSTATHI reserves the right to monitor and log all user activity for compliance, security, and quality assurance purposes, in accordance with our Privacy Policy and applicable data protection laws. You are solely responsible for maintaining the confidentiality of your account credentials and for all activity conducted through your account.

OSTATHI disclaims liability for any loss or damage resulting from unauthorized access due to your failure to protect your login information. In the event of any suspected unauthorized access, security breach, or loss of login credentials, you are required to notify OSTATHI immediately in writing.

6. User Roles and Responsibilities

By registering and using the platform you agree to:

Learners must:

Provide accurate and update personal information during registration and booking.
Use the platform and learning services for lawful and educational purposes only.
Attend on time and participate respectfully.
Pay all applicable fees via the platform and in accordance with the payment terms outlined section 15.
Avoid sharing lessons or content externally without consent.
Parental supervision of minors as needed and when applicable.

Instructors must:

Provide truthful information about your qualifications, skills, and experience during onboarding and maintain up-to-date records.
Deliver lessons professionally, on time, and in alignment with OSTATHI standards.
Adhere to all local legal obligations in Jordan related to remote work, taxation, and personal conduct.
Consent to session recording for auditing, monitoring, lesson reviews, and compliance audits to ensure lesson quality.
Maintain a respectful and ethical teaching environment at all times.
Respect learner privacy and not engage in discriminatory, abusive, or inappropriate behavior.

Accept and agree on the payments terms and conditions and the whole agreement.

All users are expected to maintain a respectful and ethical environment on the OSTATHI Platform at all times. This includes refraining from harassment, hate speech, fraudulent behaviour, impersonation, or any form of misconduct. Users must not promote or advertise any external products, services, or platforms without prior written authorization from OSTATHI. Additionally, all activities on the platform must comply fully with the laws and regulations of the Hashemite Kingdom of Jordan.

7. Code of Conduct

All users of the OSTATHI Platform, including learners, instructors, and guardians acting on behalf of minors, are expected to uphold the highest standards of professionalism, respect, and ethical behavior. By using the platform, you agree to abide by the following Code of Conduct, which forms a legally binding component of your agreement with OSTATHI.

7.1 General Standards for All Users

All users must:

Use respectful, inclusive, and non-discriminatory language at all times.
Refrain from political, religious, hateful, obscene, or offensive comments or materials during sessions or in platform communications.
Maintain academic integrity by avoiding cheating, plagiarism, or misrepresentation.
Respect session scheduling, adhere to punctuality, and observe proper digital etiquette.
Avoid any form of harassment, impersonation, exploitation, or unethical behavior.
Not use the platform to promote, advertise, or solicit external services or products without prior written authorization from OSTATHI.
Comply fully with all applicable laws of the Hashemite Kingdom of Jordan while using the platform.

7.2 Prohibited Off-Platform Conduct

OSTATHI provides a complete and secure environment for all communications, bookings, payments, and sessions. Engaging in off-platform transactions, communications, or sessions is a direct violation of this Agreement and may lead to immediate account termination.

Loss of Protection: Off-platform activity voids all protections offered by the Platform, including secure payment processing, progress tracking, access to session recordings for review, and formal dispute resolution services.
No Dispute Resolution: Users who engage in off-platform conduct forfeit their right to assistance or protection from Ostathi in case of a dispute.

7.3 Learners’ Code of Conduct

Learners and their legal guardians (if applicable: refer to the Child Protection Policy in section 8) must:

Attend scheduled lessons on time, fully prepared, and without unnecessary distractions.
Treat instructors and other users with respect, courtesy, and professionalism.
Avoid behavior that disrupts the session or compromises the learning environment.
Not request private communication, transactions, or personal contact outside of OSTATHI’s platform tools.
Acknowledge that persistent lateness, technical negligence, or disrespectful behavior may affect learning outcomes and could lead to restricted access to services.

7.4 Instructors’ Code of Conduct

Instructors are further required to:

Deliver sessions professionally, with adequate preparation and alignment with the learner’s goals.
Be punctual and begin sessions at the scheduled time.
Conduct lessons from a quiet, well-lit, neutral background to ensure minimal distractions and a professional environment.
Dress in a professional manner appropriate for a virtual classroom setting.
Use only legally permissible, appropriate, and relevant educational content.
Refrain from sharing, storing, or using learner information for any purpose outside OSTATHI’s platform.
Avoid making discriminatory, inappropriate, or exploitative comments or gestures under all circumstances.
Not solicit learners for services or transactions outside the platform.

Violations of these requirements may result in temporary suspension, non-payment for sessions, or permanent removal from the platform, depending on the severity and frequency of the conduct.

8. Child Protection Policy & Safeguarding

OSTATHI is committed to safeguarding the welfare and safety of all learners, particularly children and minors. This policy outlines our expectations and obligations for users interacting with learners under the age of 18, in alignment with Jordanian laws and international best practices.

This policy applies to:

All learners under the age of 18 ("minors”),
All instructors, trainers, tutors, or staff interacting with minors through the OSTATHI Platform,
Parents or legal guardians acting on behalf of minors,
Any third-party collaborator or authorized user with access to minors through the platform.

8.1 Safeguarding Standards

To ensure a secure, professional, and appropriate online environment for minors:

All lessons involving minors must be conducted exclusively through OSTATHI’s online platform, using officially provided tools that allow secure session management, real-time monitoring, and recording.
One-on-one contact with minors outside the OSTATHI Platform is strictly prohibited. Users may not communicate through personal messaging apps, social media, or any channel outside the approved OSTATHI system unless advised so with prior written approval.
In all interactions involving minors, users must:
- Use appropriate and respectful language at all times.
- Avoid sharing, requesting, or storing any personal contact information (e.g., phone number, email, WhatsApp, social media) unless necessary with prior written approval.
- Maintain professional audio/visual settings and refrain from displaying inappropriate or distracting content.
Any suspected incident of child abuse, exploitation, inappropriate behavior, or potential endangerment must be immediately reported to: support@ostathi.com.jo

8.2 Parental Consent Requirements

Learners under the age of 18 may not register or use OSTATHI without the verifiable consent of a parent or legal guardian.
OSTATHI may request documentation to confirm consent, including email verification, signed digital forms, or formal acknowledgment during account setup.
Parents or legal guardians have the right to:
- Review session history, lesson content, or communication records involving their child.
- Monitor attendance and academic progress through platform tools.
- Withdraw consent at any time and request deactivation or deletion of the child’s account and associated data in accordance with our Privacy Policy.

8.3 Waiver of Liability

OSTATHI takes every reasonable measure to provide a safe and compliant environment for minors. However:

OSTATHI will not be held legally or contractually liable in instances where a parent or guardian fails to:
- Supervise the minor’s use of the platform;
- Provide valid consent before registration;
- Monitor the child’s engagement, communication, or behavior online;
- Report known breaches of this policy.
OSTATHI reserves the right to suspend or permanently deactivate any account suspected of bypassing age restrictions or violating safeguarding rules, with or without prior notice.

8.4 Instructor Obligations

Instructors working with minors must:

Familiarize themselves with this policy and fully comply with its standards.
Consent to session monitoring and lesson recording.
Conduct sessions in a professional, distraction-free environment.
Refrain from saving, distributing, or sharing lesson recordings outside the OSTATHI system.
Promptly report any inappropriate behavior from learners or potential safeguarding breaches.

By accepting these Terms and using the OSTATHI Platform, all users acknowledge their understanding of and agreement with this Child Protection & Safeguarding Policy.

For questions or incident reporting, please contact: support@ostathi.com.jo

9. Confidentiality Undertaking & Data Protection Policy

OSTATHI is committed to safeguarding the privacy, confidentiality, and integrity of all user information. This policy outlines the legal obligations and responsibilities of all users concerning the handling of personal data and educational records across the platform. It is aligned with applicable laws in the Hashemite Kingdom of Jordan and international privacy frameworks, including GDPR principles.

9.1 Confidentiality Obligations

All users are strictly prohibited from disclosing, duplicating, or misusing any private information accessed through OSTATHI, including but not limited to session recordings, student records, assessments, personal contact details, or internal platform communications.

Instructors must:

Maintain strict confidentiality over all learner-related information including names, performance, progress, and session feedback.
Refrain from saving, recording, distributing, or using any learner information for external purposes without OSTATHI’s written authorization.
Use only OSTATHI's approved internal tools for scheduling, communication, and file sharing.

Learners must:

Avoid requesting private communication (e.g., via WhatsApp, social media, personal email) with instructors outside the OSTATHI Platform.
Treat any session material, feedback, or shared instructor content as confidential and for personal use only.
Not share lesson materials, assessments, or tutor content with third parties.

9.2 Data Protection Standards

OSTATHI upholds strong technical and organizational measures to ensure the security of all user data. All personal data, including session recordings, messages, payment history, and user activity logs, are stored on secure servers protected by encryption and access control protocols. Access to this sensitive information is limited to authorized personnel on a need-to-know basis and for specific operational or legal purposes.

Session recordings are used exclusively for:

Monitoring quality and performance;
Investigating complaints or disputes;
Ensuring compliance with OSTATHI’s policies.

9.3 User Rights Under Data Protection Law

OSTATHI recognizes and facilitates your data rights in accordance with Jordanian law and international data protection standards. These include the right to:

Access: Request a summary of the personal data held about you on the platform;
Correction: Request the update or correction of inaccurate or outdated data;
Erasure: Request permanent deletion of your account and all associated personal data ("Right to be Forgotten”) via account settings or by contacting support@ostathi.com.jo
Objection: Object to certain types of data processing (e.g., marketing or analytics);
Withdrawal of Consent: Withdraw previously given consent for data usage at any time without affecting the legality of past processing.

Please refer to the OSTATHI Privacy Policy for further information on how your data is collected, processed, stored, and deleted.

9.4 Data Breach & Unauthorized Access

OSTATHI enforces safeguards to detect and mitigate any breach of data security. If you suspect or become aware of unauthorized access, misuse, or sharing of your information, you must report it immediately to support@ostathi.com.jo

Violation of this policy may result in:

Temporary suspension or permanent deactivation of your account;
Withholding of payments (for instructors);
Legal action under applicable Jordanian law for privacy violations.

By using the Ostathi Platform, all users confirm their understanding of and agreement to this Confidentiality & Data Protection Policy as part of the legally binding Terms and Conditions.

10. Complaints and Dispute Resolution

OSTATHI is committed to maintaining a fair, secure, and quality-assured online learning environment for all users. This section outlines the official procedures for handling complaints, resolving disputes, and ensuring a transparent and accountable process across the platform.

10.1 Session-Specific Complaints & Disputes

For any complaint or dispute related to a specific session (live lessons or group classes), the formal process must be initiated within 24 hours of the session's end time by clicking the "Report an Issue” button available on the Platform. The resolution process is a clear, three-step procedure:

Initial Resolution: The complaint is first sent to the involved Instructor, providing an opportunity for direct resolution between the parties via the Platform's issue reporting system.
Admin Escalation: If a direct resolution is not reached within 24 hours, the User may escalate the issue to the OSTATHI admin team for a formal review.
Admin Review and Final Decision: The admin team will conduct a thorough review of the case, utilizing all available evidence, including session recordings and lesson logs, to verify attendance, quality, and any claims of technical issues or misconduct. The admin's decision on the matter will be final and binding on both parties.

10.2 General Complaint Process

This process applies to any complaint not directly related to a specific session or those submitted outside the 24-hour window. These complaints must be submitted to OSTATHI via a designated in-platform complaint form or by email directly to support@ostathi.com.jo

10.2.1 Right to File a Complaint & Submission

Any user may submit a formal complaint regarding issues that violate this Agreement or disrupt the educational experience. Each complaint must clearly include:

The date and time of the incident,
Names or usernames of involved parties (if applicable),
A factual description of the issue,
Supporting documentation or evidence (e.g., screenshots, lesson logs, video/audio if available),
Anonymous or incomplete submissions may not be processed unless verified by Platform moderators.

10.2.2 Complaint Scope

OSTATHI's investigation scope is limited to issues related to:

Missed, incomplete, or unsatisfactory lesson delivery;
Instructor or Learner misconduct, abuse, or unprofessional behavior;
Technical or operational faults originating from the platform;
Payment, cancellation, or refund disputes;
Breaches of OSTATHI’s Code of Conduct, Child Protection, or Confidentiality policies;
Any action that may endanger user safety, academic integrity, or data protection.

Complaints concerning external service providers or third-party websites fall outside of OSTATHI's scope and will be referred as appropriate.

10.2.3 Investigation and Resolution

Upon receipt of a formal complaint, OSTATHI will acknowledge it within 5 working days and begin an internal review. Investigations are completed within 5 to 10 business days, depending on complexity and the availability of evidence.

Pending resolution:

Payments related to the complaint (especially Instructor earnings) may be temporarily withheld.
In severe or repeat cases, User accounts may be temporarily restricted or suspended.

Based on the investigation, OSTATHI may take one or more of the following actions:

Approve a partial or full refund to the Learner, which will be processed as a credit to the user's OSTATHI Wallet.
Offer a rescheduled session at no additional cost.
Issue a written warning or corrective notice to the Instructor or Learner.
Temporarily or permanently suspend or deactivate a user account.

All outcomes will be documented and shared in writing with the concerned User(s).

10.3 Appeals Process

Users have the right to formally appeal any complaint resolution within 3 business days of receiving the outcome. Appeals must include a clear rationale for contesting the decision and any new or additional evidence for reconsideration.

Appeals will be reviewed by the OSTATHI Compliance Committee, an internal body responsible for reviewing formal appeals to ensure a fair and impartial final ruling. The ruling of this committee will be binding and communicated in writing.

10.4 Misuse of Complaints Mechanism

OSTATHI reserves the right to take disciplinary action against Users who:

Submit repeated, false, or malicious complaints.
Attempt to use the complaints process to intimidate or pressure others.
Misrepresent facts or tamper with evidence.

Consequences may include account warnings, suspension, restriction of Platform access, and, where necessary, legal action under Jordanian law.

By continuing to use the OSTATHI Platform, you agree to comply with the complaint submission procedures, accept the binding resolution process, and acknowledge that your access and privileges may be affected based on these rules.

11. Quality Assurance and Compliance

OSTATHI is committed to upholding high educational standards by continuously monitoring lesson quality, learner satisfaction, and compliance with platform policies. This section outlines the responsibilities of all users, especially instructors, in maintaining the quality and integrity of educational sessions.

11.1 Monitoring and Review Procedures

All live sessions conducted on the OSTATHI Platform are subject to monitoring and quality assurance procedures. These may include but are not limited to:

Reviewing session recordings (audio/video/screen shares)
Evaluating learner feedback and surveys
Assessing instructor punctuality, preparedness, and use of approved teaching tools
Inspecting alignment with booked lesson objectives

Monitoring is performed by OSTATHI’s internal compliance team to ensure adherence to professional, pedagogical, and ethical standards.

11.2 Compliance Expectations for Instructors

Instructors are expected to:

Begin lessons on time and remain present for the full scheduled duration
Prepare content that aligns with the learner’s needs and booked topic
Use OSTATHI-approved tools and ensure active learner engagement throughout
Maintain a professional teaching environment free from technical disruptions or inappropriate distractions

11.3 Outcomes of Non-Compliance for Instructors

In cases where an instructor fails to meet the above standards or where lesson delivery deviates significantly from expectations, OSTATHI reserves the right to:

Mark the session as non-compliant and withhold payment
Issue a warning and require retraining or performance improvement
Suspend or permanently deactivate the instructor’s account following repeated or severe violations

11.4 Outcomes of Non-Compliance for Learners

For learners, failure to attend sessions without timely notice or repeated late arrivals may result in the session being flagged as incomplete or missed without refund eligibility, as outlined in the payment and rescheduling policy in section 15.

11.5 Triggers for Review

OSTATHI may initiate lesson reviews in the following situations:

Receipt of formal complaints or reports from users
Automated platform flags related to attendance or behavior
Routine internal audits for quality assurance
Performance concerns based on ratings or inactivity

All users agree that OSTATHI’s decision following a formal compliance review shall be final, and where applicable, appeal procedures outlined in the dispute resolution policy may be followed.

12. Governing Law & Dispute Resolution

These Terms and Conditions, including all rights and obligations arising from the use of the OSTATHI Platform, shall be governed and construed in accordance with the laws of the Hashemite Kingdom of Jordan, without regard to its conflict of law provisions.

12.1 Legal Jurisdiction

By using the Platform, all users and affiliated third parties expressly consent that:

Any legal action, dispute, or claim arising from or related to the use of the Platform shall fall under the exclusive jurisdiction of the Jordanian courts.
The courts of Amman, Jordan, shall serve as the exclusive venue for any formal legal proceedings, unless otherwise required by law.

12.2 Dispute Resolution Process

OSTATHI promotes a proactive and fair resolution process. Accordingly:

All users agree to first attempt resolution through internal complaint handling procedures as described in section 10.
If the matter remains unresolved after internal review, both parties agree to submit the dispute to binding arbitration under Jordanian law.
The arbitration shall be held in Amman, Jordan, in Arabic or English, conducted by an independent and qualified arbitrator appointed by mutual consent or designated by the competent authority.

12.3 Enforceability

If any part of this section is held invalid or unenforceable by a competent court, the remaining provisions shall remain in full force and effect.

12.4 Waiver of Class Actions

To the extent permitted by law, users agree to bring claims against OSTATHI only in their individual capacity and not as a plaintiff or class member in any purported class or representative proceeding.

13. Third Party Services and Limitation of Liability

OSTATHI Platform may, from time to time, integrate with or provide access to third-party services, tools, plugins, websites, or platforms ("Third-Party Services") for enhanced functionality and user experience. These may include, but are not limited to, video conferencing tools, payment gateways, file sharing systems, or analytics platforms.

13.1 No Endorsement or Control

OSTATHI does not own, operate, or control the content, policies, or operations of any Third-Party Services. Any link or integration does not imply endorsement, affiliation, sponsorship, or responsibility for the Third-Party Service.

13.2 User Responsibility

When accessing or using any Third-Party Services via OSTATHI, users:

Do so at their own risk.
Are responsible for reviewing and complying with the terms, privacy policies, and practices of such Third-Party Services.
Acknowledge that OSTATHI shall not be liable for any direct, indirect, incidental, or consequential damages arising from their use.

13.3 Data Sharing with Third Parties

To the extent necessary for service delivery or functionality (e.g., processing payments), limited personal data may be shared securely with authorized third-party vendors. Such sharing is governed by our Privacy Policy and is strictly limited to operational requirements.

13.4 Limitation of Liability

OSTATHI disclaims all warranties, express or implied, related to the accuracy, reliability, or safety of any Third-Party Services. OSTATHI shall not be held liable for:

Service interruptions, data loss, or breaches resulting from third-party integrations;
Any damage caused by malware or tracking technologies implemented by such third parties;
Any disputes, charges, or content arising from Third-Party Service use.
Users are encouraged to exercise caution and independently review third-party platforms before engaging or transacting through them.

14. Service Modifications and Platform Updates

OSTATHI reserves the right to modify, update, suspend, or discontinue any aspect of the Platform, including but not limited to its features, functionalities, policies, or terms, at any time and at its sole discretion.

Such changes may occur for reasons including (but not limited to):

Legal or regulatory compliance;
Platform enhancements and security improvements;
Operational needs or technological updates;
Changes in business strategy or service offerings.

Where updates materially affect users’ rights or obligations, OSTATHI will make reasonable efforts to notify users via email, dashboard notifications, or platform alerts.

By continuing to use the Platform after such updates are published, you acknowledge and accept the revised terms as binding. Users are encouraged to periodically review the Terms and Conditions to stay informed of any changes.

15. Payment Management, Pricing, Refund, Transfer, Cancellation and Rescheduling Policy

This section outlines the terms governing pricing, payments, cancellations, refunds, and financial transactions for all users of the Ostathi Platform. By using the Platform, you agree to abide by the terms set forth below.

15.1. Pricing and Payment Terms for Learners

All lesson prices are set by individual instructors and are transparently listed on the Ostathi Platform. To confirm a booking, Learners are required to make full payment in advance.

During the checkout process, the total cost will be displayed, including the lesson price and a non-refundable Platform Service Fee. Payments must be made exclusively through Ostathi’s secure payment channels (e.g., debit/credit card, digital wallet). All Learner payments require manual admin approval before a booking is confirmed. Any attempt to bypass Ostathi’s payment system is strictly prohibited and may result in immediate account suspension or termination.

15.2. Cancellation, Rescheduling, and No-Shows

15.2.1. Learner Cancellation and Rescheduling

Cancellation: Learners may receive a refund for cancelled sessions according to the following policy. All approved refunds are automatically credited to the Learner’s Ostathi Wallet.

100% Refund: If the Learner cancels at least 24 hours before the scheduled start time.
50% Refund: If the Learner cancels less than 24 hours but at least 2 hours before the scheduled start time.
No Cancellation Window (<2 Hours): Cancellation is not available within the last 2 hours before the scheduled start time. If the Learner does not attend, it is treated as a no‑show and no refund is issued.

Rescheduling: Learners may reschedule a session up to 12 hours prior to the lesson start time by selecting a new slot from the instructor's availability calendar. After this time window has passed, the rescheduling feature is no longer available.

15.2.2. Learner No-Shows and Late Arrivals

If a Learner joins a session more than 10 minutes late, the instructor is not obligated to extend the session to make up for the lost time.

If a Learner is absent or arrives more than 15 minutes late, the session is considered missed, is non-refundable, and must be rebooked at full cost.

15.2.3. Instructor Cancellation and Rescheduling

Reschedule: Instructors are able to initiate a reschedule request up to 12 hours before the scheduled start time of a session. When a reschedule is requested, the session's status will change to 'unscheduled,' and the Learner will be notified. The Learner has the choice to either reschedule or cancel for a 100% refund.

Cancellation: Instructors also have the option to cancel a session outright up to 2 hours before the scheduled start time. In such cases, the Learner will automatically receive a 100% refund to their Ostathi Wallet.

Repeated or last-minute cancellations by an Instructor may result in:

Temporary account suspension
Written warnings
Payment penalties

15.3. Instructor Payment Policy

Instructors are paid from their Ostathi Wallet, which is a secure, on-platform account. For each completed session, the full payment is transferred to the instructor's Ostathi Wallet after a 20% platform fee is deducted. This transfer occurs after the session is complete and the issue reporting window has passed.

15.3.1. Withholding of Payments

OSTATHI reserves the right to withhold, delay, or cancel payments to instructors in the following cases:

Session was marked as a no-show, incomplete, or not delivered per the booking.
Verified breach of Ostathi’s quality or professional conduct standards.
A formal complaint has been submitted by a learner and is under review.
The session failed an internal audit or lesson monitoring review.

Instructors will receive a written explanation for any payment held, supported by session data and feedback. OSTATHI may reinstate payment upon resolution if the complaint is found unsubstantiated.

15.4. Ostathi Wallet and Withdrawal

Both Learners and Instructors have a secure Ostathi Wallet. For Learners, the wallet holds credits from refunds or gift cards. For Instructors, the wallet is where earnings from completed sessions are transferred.

Users may submit one withdrawal request every 15 days via their dashboard. The minimum withdrawal amount is 50 JOD. Withdrawal requests are a manual process and require admin approval. A small transaction fee will be deducted from the withdrawal amount. Please allow up to seven (7) business days for the manual transfer to be completed to your designated digital wallet or bank account.

Special Note for International Learners:

If a Learner resides outside of Jordan and receives a refund to their Ostathi Wallet, they may submit a withdrawal request via email to support@ostathi.com.jo. Due to the nature of international transactions and the manual processing required for bank transfers outside of Jordan, such requests will be processed manually and may take 7 to 14 business days to complete. All transaction fees related to international bank transfers will be deducted from the total amount being withdrawn. This process is initiated only for withdrawals; all refunds will first be credited to the Ostathi Wallet.

15.5. General Conditions

In cases of medical or family emergencies, Ostathi may grant exceptions to the above policies upon a formal review.

All users are expected to familiarize themselves with this policy upon registration. By booking or delivering any lesson via Ostathi, you consent to these payment and service conditions.

For questions or support:

Email: support@ostathi.com.jo

Phone: +962 7 9172 1254

By using OSTATHI, you agree to these Terms and acknowledge that they form a binding agreement.

Continued use implies consent to all provisions herein.