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.

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.

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.

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 ralmix.top@gmail.com 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.