Refund & Payment Policy

This Refund and Payment Policy outlines the terms governing all financial transactions between learners ("Students"), instructors ("Tutors") and GoArabic ("Platform"). GoArabic is operated by PT Global Nexus Group, a company registered in Indonesia. By purchasing a subscription, self-study program or live class through GoArabic, you agree to be bound by the provisions set out below. If you do not agree with any part of this policy, please refrain from making a purchase and contact our support team for guidance.

1. Student-Platform-Tutor Transactions

GoArabic is a structured Arabic language platform within Global Academy for Arabic Language that provides self-paced courses and live instruction through approved and professionally trained instructors. Instructors teach within our curriculum and are selected, trained and supervised by the Academy. The Platform handles enrolment, scheduling, course delivery and payment processing directly, and is responsible for the learning experience you purchase.

2. Payment Processing via Xendit

All payments on GoArabic are processed through Xendit, a PCI-DSS compliant payment gateway. Xendit supports local and international credit/debit cards such as Visa, MasterCard, JCB and American Express, as well as Indonesian e-wallets like OVO and DANA, bank transfers and cash payments at retail outlets. By using GoArabic you consent to Xendit handling your payment information. We never store full card details on our servers.

Refunds are initiated through Xendit's refund API and must be returned to the original payment method used for the purchase. According to Xendit's refund guidelines, the time it takes for funds to appear in your account depends on your issuing bank or payment channel partner.

3. Billing Currency and Foreign Exchange Risk

GoArabic displays prices primarily in Indonesian Rupiah (IDR). For convenience, prices may also be shown in US dollars (USD) or other currencies. If your payment method's billing currency differs from the checkout currency, your transaction may be processed outside your country of residence. Accordingly, your bank or card issuer may charge international transaction fees or apply its own exchange rate. GoArabic is not responsible for such fees or for differences between the amount shown at checkout and the amount on your bank statement.

We recommend that you contact your bank or card provider if you have questions about exchange rates or additional charges.

4. Fees, Taxes and Charges

GoArabic may charge Students and Tutors service fees for the use of the Platform. These fees help us maintain and improve the platform and support secure payments. Service fees will be disclosed at checkout and may be subject to Value Added Tax (VAT), Goods and Services Tax (GST) or similar taxes as required by local laws. The amount of applicable taxes depends on your jurisdiction and will be calculated based on the total service fees. Except where explicitly stated otherwise, service fees and taxes are non-refundable.

5. GoArabic Commission (for Tutors)

GoArabic charges Tutors a commission for each lesson conducted through the Platform. The commission rate is displayed in your Tutor account and may be updated from time to time. Tutors are responsible for determining and remitting any applicable taxes, including value-added or income taxes. GoArabic may issue invoices or similar documentation on your behalf to facilitate compliance with tax regulations.

6. Lesson and Subscription Policy

Students may choose from self-paced courses, live classes, mixed-mode programs, monthly subscriptions and private one-to-one lessons with a Tutor. Private lessons are bought as hour packages, described in section 7.2. There is no automatic re-purchase or "Auto-Refill": a new package is only ever bought by you, at checkout.

Students are entitled to one free trial lesson and/or free access to selected self-study materials. These trials allow you to assess whether the course meets your needs. After the trial period, you must purchase a plan to continue accessing paid content.

7. Refund Policy

7.1 Free Trial Classes & Self-Study

Because GoArabic provides free trial classes and free self-study courses, refunds are limited. If you purchase a paid plan after a free trial, you may request a 50% refund within 14 calendar days of the payment date, but only in cases of urgent personal circumstances (e.g., serious illness or bereavement). To be eligible, you must not have completed more than one paid lesson or accessed a substantial portion of the course.

7.2 Private Lessons and Hour Packages

Pricing. Each Tutor has an hourly price in US dollars, approved by GoArabic. Private lessons are bought as an hour package with one Tutor. The price is the Tutor's hourly price × hours, less the package discount, and it is fixed at the moment you pay; later price changes never affect a package you already hold. A single lesson is a 1-hour package. The current package sizes are:

• 1 hour — no discount — valid for 30 days
• 3 hours — 5% discount — valid for 60 days
• 5 hours — 10% discount — valid for 90 days
• 10 hours — 15% discount — valid for 180 days

Your balance is kept in minutes. Lessons last 30, 60 or 90 minutes and use that many minutes from the package. The validity period starts on the payment date; we remind you 7 days and 1 day before it ends.

Booking. A lesson must be booked at least 2 hours in advance and no more than 30 days ahead. When you pay for a new booking, the time slot is held for 15 minutes. If your payment arrives after the slot has been taken, your package is still created and you may choose another time or ask for a full refund.

Cancellations, rescheduling and no-shows. Private lessons are never refunded to your card one by one; minutes are returned to your package instead:

• You cancel more than 24 hours before the lesson: all minutes are returned.
• You cancel within 24 hours of the lesson: the minutes are not returned.
• You may reschedule a lesson up to 2 times, outside the 24-hour window.
• The Tutor declines, cancels or does not attend, or the lesson does not take place through no fault of yours: all minutes are returned.
• You do not attend a lesson the Tutor attended: the lesson counts as taught and the minutes are not returned.

Attendance is recorded automatically when each person joins the lesson through GoArabic. If you believe a lesson was recorded incorrectly, use "Report a problem" on the lesson within 14 days; our team reviews it and may return the minutes.

Expiry. Lessons already booked before the expiry date still take place. Minutes that are unused when a package expires are forfeited and are not refundable. If a Tutor cancels, declines or misses a lesson after your package has expired, those minutes are returned and the package reopens for 14 days so you can use them. Before expiry you may ask once for more time (+30 days); your Tutor may accept or decline within 3 days, and if they do not answer the request is accepted.

Ending a package early — refund. At any time before expiry you may end a package from your account and receive a refund of its unused value, without asking for approval. Only minutes not yet booked count; lessons already booked still take place. Because the package discount is earned by using the whole package, the hours you have used (including booked lessons) are re-priced at the Tutor's full single-hour price. The refund is the amount you paid, minus that full price for the hours used, minus a card-refund fee of 3% (at least US$1), and never less than zero. It is returned to your original payment method through Xendit, with a credit note.

Example: you pay US$170 for a 10-hour package with a US$20/hour Tutor (15% discount) and have used 2 hours. Used hours at full price: 2 × US$20 = US$40. Remaining: US$130. Fee: 3% = US$3.90. Refund: US$126.10.

Ending a package early — transfer. Instead of a refund you may move the unused value to another Tutor. If the new Tutor's hourly price is the same or lower, you keep the same number of hours. If it is higher, you may either pay the difference or accept fewer hours of the same value.

If the Tutor ends the package or stops teaching. If your Tutor ends the package, leaves GoArabic or is removed, you may transfer to another Tutor or receive a refund of the full unused value — used hours stay at the discounted package price and no card-refund fee is charged.

7.3 Subscription Plans

Subscription plans renew automatically according to the billing cycle selected at checkout (monthly, quarterly, etc.). You may cancel your subscription at any time. Refunds for subscriptions are available only within 14 days of the payment date and are limited to 50% of the payment amount for urgent reasons. After 14 days or for non-urgent requests, no refund will be issued.

7.4 Non-Refundable Situations

No refund will be issued if you:

• Forget or lose your login credentials or experience temporary loss of access due to your own actions.
• Miss a lesson or cancel it at short notice without a valid urgent reason.
• Experience a loss of internet connectivity or device issues during the lesson.
• Violate GoArabic's Terms of Service, resulting in suspension or termination of your account.

In such cases, any remaining lesson balance or subscription fees will be forfeited.

7.5 Refund Procedure

Private-lesson packages are refunded or transferred yourself, at any time before expiry, with "End package" in your account, as described in section 7.2; the 14-day limit below does not apply to them. For any other purchase, to request a refund, please send an email to salam@goarabic.net with the following details:

• Date and time of the lesson or purchase
• Name of your Tutor (if applicable)
• Reason for requesting a refund and supporting documentation (e.g., medical certificate)

Refund requests must be submitted within 14 days of the payment date. We will review your request and notify you of our decision within 30 calendar days. Approved refunds will be returned via your original payment method through Xendit's refund system.

8. Lesson Attendance and Returns

Whether a live lesson took place is decided by the attendance GoArabic records when the Student and the Tutor join through the Platform. A lesson that neither party attends, or that the Tutor does not attend, is treated as not having taken place: for private lessons the minutes are returned to the package (section 7.2).

If you disagree with how a lesson was recorded, report it from the lesson within 14 days. We will review the attendance record and both parties' accounts and may return the lesson. Reports made after 14 days cannot be reviewed.

9. Payouts to Tutors

Tutors receive payment for each confirmed lesson. Payouts are processed through Xendit and may be subject to transaction fees, which are deducted from the payout amount. To withdraw funds, Tutors must complete identity verification and provide any tax documents required by Indonesian law or by their local tax authority.

10. Agent Commissions, Referral Rewards and Discount Codes

10.1 Agent Programme

Approved agents earn a commission (currently 10%) on each payment made by the customers they refer, for as long as the customer remains with GoArabic. A customer is referred when they create an account within 30 days of opening the agent's link, or when they use the agent's personal discount code at checkout. A customer has only one agent, the first one, for life. Agents cannot earn commission on their own purchases, and platform staff cannot be agents.

Commission is calculated on the US-dollar value of the payment. It becomes payable 14 days after the payment, once the refund window has closed, and is paid monthly to the payout method the agent provides, once the agent's payable balance reaches US$50; smaller balances carry over. If a payment is refunded, the commission on it is reversed, including after it has been paid out, and the reversal is deducted from future earnings. Agents are responsible for their own taxes. GoArabic may suspend an agent for spam, misleading claims, paid advertising on the GoArabic brand name or abuse of discount codes; suspended agents do not earn while suspended.

10.2 Refer & Earn

Every learner may share a personal referral link. When a referred friend makes their first paid purchase, the referrer receives the reward shown on their Refer & Earn page at the time the friend signed up. Rewards expire 6 months after they are earned. A user can be referred only once, and a person referred by an agent is not also a referral.

10.3 Discount Codes

Discount codes (including agents' personal codes) have no cash value, cannot be exchanged or combined unless stated, may be limited to particular products, users or dates, and may be used once per account unless stated otherwise. A refund of a discounted purchase is based on the amount you actually paid.

11. Data Privacy and Security

GoArabic values the security of your personal data. We use SSL/TLS encryption to protect data transmissions and rely on secure third-party payment processors. According to GoArabic's existing Terms & Conditions, all purchases are processed through secure providers and we do not store credit or debit card details.

Xendit may collect and process your billing information for the purpose of payment processing. Your data will be handled according to Xendit's privacy policy and applicable data protection laws.

12. Payment Methods

Available payment methods include:

• Credit/debit cards (Visa, MasterCard, JCB, American Express);
• Indonesian e-wallets such as OVO, DANA and LinkAja;
• Bank transfers (Virtual Accounts);
• Cash payments at partnered retail outlets (e.g., Alfamart, Alfamidi, Alfaexpress and Dan+Dan);
• QRIS-enabled QR code payments;
• PayLater options via partner providers.

GoArabic reserves the right to modify or discontinue certain payment methods at any time.

13. Expired Accounts and Deletion

If you do not log into your GoArabic account for more than 180 days, your account may be suspended and any remaining lesson balance may expire. If you delete your account voluntarily, any remaining balance will expire. GoArabic is not obligated to refund unused balances in these situations.

14. Disclaimers and Miscellaneous

GoArabic is an educational platform, not a bank or financial institution. Payments made through the Platform are for the sole purpose of accessing learning materials and tutoring services. You must not use the Platform for fraudulent, criminal or illegal activities.

We may update or modify this Policy from time to time. The latest version will always be available on GoArabic. Continued use of the Platform after changes take effect constitutes your acceptance of the updated Policy.