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 provides a digital marketplace where Students may purchase self-paced courses and book live classes with Tutors. The Platform acts as an intermediary by facilitating requests, scheduling lessons and processing payments. GoArabic is not a party to the contractual relationship between Students and Tutors and does not guarantee the quality or outcome of lessons provided by Tutors. Tutors are independent providers responsible for the content and delivery of their lessons.

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 or mixed-mode programs. You may purchase individual lessons, lesson packages or monthly subscriptions. Some plans include an Auto-Refill feature. When enabled, the same lesson package will be automatically added to your balance once you have one or fewer lessons remaining. You may cancel Auto-Refill at any time through the payment settings in your account.

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 Lesson Packages and Individual Lessons

If you purchase a package of lessons and your trial lesson is unsatisfactory or does not occur as scheduled, you may choose either:

• (a) a new trial lesson with another Tutor; or
• (b) a 50% refund of the package price.

If you confirm that a lesson took place but later request a refund, refunds are granted only at the Tutor's discretion.

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

To request a refund, please send an email to info@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 Return Policy

If a scheduled lesson remains unconfirmed for 20 days and neither party reports an issue, the lesson will be considered as not having taken place and will be credited back to the Student's lesson balance. Returned lessons follow the same expiration terms as stated in your plan.

If an issue is reported within 30 days of a lesson and remains unresolved after 30 days, the lesson will be deemed not to have taken place and will be returned to the Student's balance.

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. 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.

11. 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.

12. 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.

13. 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.