Refund Policy

1. Scope and current payment status

This policy governs cancellation, rescheduling and refund requests for Lessons purchased through an authorised RALMIX payment flow when paid bookings become available. Card payments, paid purchases and automatic renewals are not currently available under the published Payments information. Browsing Tutors or making an enquiry does not create a charge. This policy does not turn a profile price or waitlist entry into a purchase.

RALMIX LLC administers requests concerning authorised Platform transactions. The Tutor supplies the teaching identified in the order. RALMIX remains responsible for its own handling obligations. Unauthorised off-platform payments are not represented as protected Platform purchases, without excluding any legal responsibility that independently applies.

2. Rules shown before purchase

The offer must state the Lesson format and duration, supplier, number of sessions, price/currency, scheduling procedure, any package validity and applicable cancellation conditions before a paid order is accepted. Keep the confirmation and the terms that applied to it. A later policy must not retrospectively remove an existing refund right.

The commercial rules below reflect the currently published Payments information. They apply to future purchases only when offered and lawfully agreed. Mandatory rights take priority over a conflicting commercial restriction, and a more favourable express promise for an accepted order remains binding.

3. Student cancellation and rescheduling

A Student may cancel or request a new time at least 12 hours before the scheduled Lesson without losing that Lesson. An alternative time depends on mutual availability and is not confirmed until agreed. Requests should use the available booking control or support if that control is unavailable; retain the request time and Lesson reference.

For cancellation less than 12 hours before the Lesson or a Student no-show, the Lesson normally counts as used because the Tutor reserved the time. This is not an automatic rule for every dispute. RALMIX must consider the accepted terms, whether the Tutor was available, actual delivery, Platform failure, legally required relief and any documented exceptional circumstances. No separate invented penalty is added by this policy.

Individual lessons — Student Cancellation Rules. If the student cancels 12 hours or more before the scheduled start time, 100% of the lesson value is returned to the student’s RALMIX Balance. If the student cancels at least 6 but less than 12 hours before the lesson, 50% of the lesson value is returned to the student’s RALMIX Balance. The retained 50% is treated as a late-cancellation charge, from which the tutor is compensated according to the applicable tutor payout rules. If the student cancels less than 6 hours before the lesson, the lesson is charged in full and no automatic credit is returned. If the student does not attend without a valid cancellation, the lesson is treated as a student no-show and is charged in full.

Individual lessons — Student Rescheduling. A student may reschedule without charge when 12 hours or more remain before the lesson, provided the tutor has a suitable available time. Within the final 12 hours, the student cannot automatically reschedule. The student may send a request to the tutor, and the tutor may voluntarily approve a new time. A late rescheduling approval is a discretionary exception, not an entitlement. If no exception is approved, the normal late-cancellation rules apply.

Group courses — Student Cancellation Before the Course Starts. The student may cancel the entire group-course booking 24 hours or more before Session 1 begins and receive a full refund or equivalent protected value, subject to the applicable payment method and mandatory law. If cancellation occurs less than 24 hours before Session 1, there is no automatic cash refund. RALMIX Support may, at its discretion and where appropriate, offer RALMIX Balance, a course transfer, or another remedy. The 24-hour cutoff is measured from the scheduled start time of Session 1.

4. Tutor absence, cancellation or material non-delivery

If the Tutor does not attend or the agreed Lesson is not delivered, contact support for an agreed replacement or a refund of the undelivered Lesson. A replacement is not forced on a consumer entitled to money back. A cancellation by the Tutor must not be mislabelled as a Student no-show.

For late starts, early endings or materially incomplete delivery, provide the timing and what was missed. A connection event alone does not prove full performance. The appropriate remedy may be completion, rescheduling, a proportionate price reduction or refund, according to the facts and law. Dissatisfaction with a guaranteed contractual element differs from disappointment at a learning outcome that was never promised.

Individual lessons — Tutor Cancellation and Tutor-Initiated Rescheduling. If the tutor cancels the lesson, 100% of the lesson value is protected for the student and returned as RALMIX Balance or handled under the applicable refund process. A tutor should not unilaterally move a confirmed lesson to a new time. The tutor may request a new time, but the student must accept it. If the student rejects a tutor-requested new time, the lesson is cancelled without financial loss to the student. Repeated late cancellations or rescheduling by a tutor may result in warnings, reduced visibility, temporary booking restrictions, removal from group-course eligibility, or account review.

Individual lessons — Early Termination of a Lesson. If the tutor ends a lesson materially early without student agreement or a valid reason, the student may request review and appropriate compensation. If the student voluntarily leaves early, the unused time is not automatically refundable.

Group courses — Course Cancellation by RALMIX. If RALMIX cancels the course before Session 1, the student receives full value protection for the amount paid. If RALMIX cancels the course after it has started, the value attributable to undelivered sessions is protected through refund, RALMIX Balance, or transfer to another suitable course, subject to applicable law and payment rules.

5. Technical problems and emergencies

Report an interruption promptly and, where safe, try the ordinary reconnection steps. Describe whether the problem affected one device or both participants. Do not submit passwords or unnecessary private media as evidence. Device, browser, connectivity and Platform-side causes should be distinguished before deciding whether a Lesson was delivered.

A disruption does not automatically forfeit the whole Lesson or automatically entitle someone to a full refund for a completed service. The decision must consider the extent and cause of non-delivery, available alternatives and statutory remedies. Genuine emergencies may justify an exception to the standard cancellation rule; they should be explained without demanding excessive sensitive documentation.

Individual lessons — Technical Problems. If a material platform-side technical failure prevents delivery of the lesson, RALMIX may provide a replacement lesson or return the full lesson value to the student’s RALMIX Balance. If the technical issue is caused solely by the student’s internet connection, device, microphone, camera, or local environment, no automatic refund is due. If the technical issue is caused by the tutor and materially prevents delivery, the undelivered portion should be protected through replacement time, credit, or another remedy determined by RALMIX.

Individual lessons — Emergency Exception. RALMIX may offer an emergency cancellation exception once per 90 days per user, subject to Support review and reasonable evidence where appropriate. Possible qualifying circumstances include serious illness, accident, family emergency, or another exceptional event outside the user’s reasonable control. An emergency exception is discretionary and does not create an automatic right to future exceptions.

Group courses — Technical Problems. A student-side internet or device failure does not stop the session for the rest of the group and does not automatically create a refund right. If the instructor’s technical failure materially prevents delivery, RALMIX should arrange replacement time or another appropriate remedy. If a RALMIX platform failure materially prevents the group session from taking place, the affected session should be replaced or appropriately compensated.

Group courses — Exceptional Circumstances. RALMIX may consider serious illness, accident, bereavement, force majeure, or other exceptional circumstances after the normal cancellation or transfer window closes. Possible remedies may include RALMIX Balance, transfer, partial credit, or another reasonable solution. An exception in one case does not create an entitlement to the same result in future cases.

6. Wholly unused purchases and packages

The published commercial policy allows a refund request for a wholly unused purchase within 28 days of payment. This voluntary window does not replace statutory withdrawal or non-performance rights, and expiry of it does not extinguish a separate legal claim.

For a partly used purchase, identify the delivered and undelivered portions. Any deduction must be justified by the accepted price allocation and law, not a retrospective price increase or an invented administrative fee. Package expiry or non-transferability must have been clearly stated and lawful. This policy does not activate packages or subscriptions that are not actually offered.

7. Mandatory withdrawal and consumer remedies

Where EU consumer distance-contract rules apply, a service contract ordinarily carries a 14-day withdrawal period from contract conclusion. Starting a Lesson within that period does not by itself remove the right. Early performance requires the consumer's express request where applicable; a proportionate charge on withdrawal is permitted only if the required information and request conditions were met. Loss of the right after full performance requires the legally required prior express consent and acknowledgement. Rules for non-tangible digital content are different and must not be applied automatically to live tutoring.

If required withdrawal information was omitted, the period can be extended by law. Valid statutory withdrawal refunds must be made within the applicable legal deadline, including the 14-day deadline where those EU rules apply; a general 30-day support target does not override it. Egyptian and other applicable mandatory consumer remedies also remain available. No order checkbox can waive rights that the law makes non-waivable.

To exercise a right of withdrawal, send a clear statement to support@ralmix.top identifying the order and your wish to withdraw. A special form is not mandatory. You may use: “I withdraw from my contract for [service/order], concluded on [date]. My name is [name], and my Account email is [email].” A signature is needed only where legally required for the chosen submission method. Do not include full card details.

8. Requests, evidence and decisions

Provide your Account email, order/Lesson reference, relevant date and time zone, reason and desired remedy through the Contact page, existing support channel or email. If records are unavailable to you, give enough information for support to locate them; an unnecessary formality must not obstruct a statutory right.

RALMIX may review relevant scheduling, communication, participation and payment records and ask both parties for context. It must avoid unnecessary disclosure of the other party's private data. Requests are considered fairly; neither a Tutor's assertion nor a Student's allegation is automatically decisive. A rejection should explain the relevant reason and the review route.

The published general decision period is within 30 calendar days, or sooner where law requires. This is not permission to delay a clear statutory reimbursement until the end of that period. Complex cases may require information, but statutory deadlines still govern.

9. Refund method, credits and chargebacks

Approved monetary refunds normally return to the original payment method when payments become enabled. Where that is impossible or unlawful, agree a secure lawful alternative with the entitled payer. Do not redirect a refund to an unrelated person on a Tutor's instruction. RALMIX must initiate refunds within the applicable deadline and assist with tracing delays; published references to a bank taking up to 30 days do not extend RALMIX's legal deadline.

Credit may be offered only as a genuine choice where a monetary remedy is due. Explain any expiry or restrictions before acceptance. Do not silently substitute credit for a mandatory refund. Currency differences caused by a bank must be explained where relevant, without assuming every fee can be deducted.

You may use a lawful bank dispute or chargeback process. Do not seek double recovery for the same amount or submit fabricated evidence. RALMIX may provide relevant transaction evidence to the authorised provider when one is in use, but must not retaliate merely because a User exercises a protected dispute right.

10. Review and related terms

Request reconsideration under Complaints, Investigations & Appeals, including any overlooked evidence. Regulatory and court remedies remain available. Related documents: Payment Terms, Student Agreement, Tutor Payment & Payout Terms.