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Student FAQ

Find answers to common questions about booking lessons, payments, and using our platform.

⏰ Important: 48-Hour Support Window

If you experience any issues with a lesson, please contact us within 48 hours after the lesson ends. This helps us investigate promptly and provide the best support.

1. How do I book a lesson?

Booking a lesson is easy! Follow these steps:

  1. Browse our teachers directory or search by subject
  2. Click on a teacher profile to view their availability and rates
  3. Select your preferred date and time from their calendar
  4. Choose the lesson duration (1 hour, 1.5 hours, or 2 hours)
  5. Enter your payment details and confirm booking
  6. The teacher has 48 hours to accept your request
  7. Once accepted, you'll receive a confirmation email with lesson details

Tip: Book early! Popular teachers fill up quickly, especially during exam seasons.

2. What payment methods do you accept?

We accept the following payment methods:

  • Credit/Debit Cards: Visa, Mastercard, American Express
  • Apple Pay: For quick checkout on Apple devices
  • Google Pay: For quick checkout on Android devices
  • Wallet Credits: Use your Oostadoo wallet balance from previous refunds

All payments are securely processed through Stripe. Your payment information is encrypted and never stored on our servers.

💳 Your card is authorized when you book, but only charged once the teacher accepts your booking request.

3. Can I use my wallet credits?

Yes! If you have wallet credits (from previous refunds or promotions), they'll automatically appear as a payment option during checkout.

How Wallet Credits Work:

  • Credits are automatically applied at checkout
  • Valid for 60 days from issue date
  • Can be used for any lesson booking
  • Check your balance in your account dashboard

If your wallet balance doesn't cover the full lesson cost, the remaining amount will be charged to your card.

4. What if I need to cancel my booking?

You can cancel a booking from your dashboard. The refund amount depends on timing:

✓ More than 24 hours before lesson

100% refund

✗ Less than 24 hours before lesson

No refund (contact support@oostadoo.com for emergency situations only)

💡 Choose Your Refund Method:

When you cancel, you'll be asked to select:

  • Wallet Credit (Recommended): Instant credit, valid 60 days, use for next booking
  • Bank Refund: Money back to your card/payment method in 5-7 business days

📋 For complete details, see our Refund Policy

5. What if the teacher doesn't show up?

We take no-shows very seriously. If your teacher doesn't join within 10 minutes of the scheduled start time:

  1. Wait in the lesson room for 10 minutes
  2. Try sending the teacher a message through the platform
  3. If no response, contact our support team immediately at support@oostadoo.com
  4. We'll investigate and issue a 100% full refund (your choice: wallet credit or original payment method)

Our Guarantee: Teacher no-shows result in automatic full refunds. The teacher receives zero payment and may face account penalties. Your time is valuable, and we protect your investment.

6. How do I join my online lesson?

Joining your lesson is simple:

  1. Log in to your Oostadoo account
  2. Go to your dashboard and find your upcoming lesson
  3. Click the "Join Lesson" button (appears 10 minutes before start time)
  4. Allow camera and microphone permissions when prompted
  5. Wait for your teacher to join

⚡ Technical Requirements:

  • Stable internet connection (at least 5 Mbps)
  • Modern web browser (Chrome, Safari, Firefox, or Edge)
  • Working webcam and microphone
  • Quiet environment for best learning experience

💡 We recommend joining 5 minutes early to test your setup and ensure everything works smoothly.

7. Can I request a refund?

Yes, you can request a refund if you experience issues with your lesson. However, you must report the issue within 48 hours after the lesson ends.

⏰ 48-Hour Window

After 48 hours, lessons are considered completed and accepted. Please contact us promptly if you have concerns.

Valid reasons for refund requests:

  • Teacher didn't show up or was significantly late
  • Teacher was unprepared or unprofessional
  • Wrong level or subject taught
  • Platform technical issues preventing the lesson

📧 Email support@oostadoo.com with your booking ID and detailed explanation. We review each case individually and aim to respond within 24 business hours.

📋 Full details in our Refund Policy

8. How do I leave a review?

Reviews help other students find great teachers! Here's how to leave one:

  1. After your lesson, go to your dashboard
  2. Find the completed lesson in your history
  3. Click the "Leave Review" button
  4. Rate the teacher (1-5 stars) on different aspects:
    • Teaching quality
    • Communication
    • Punctuality
    • Materials and preparation
  5. Write a brief comment about your experience (optional but encouraged)
  6. Submit your review

💜 Your feedback matters! Honest reviews help us maintain quality and help other students make informed decisions. All reviews are moderated to ensure they're constructive and appropriate.

9. What if I have technical issues during the lesson?

Technical issues can happen. Here's what to do:

If the platform isn't working:

  1. Refresh your browser
  2. Try a different browser (Chrome recommended)
  3. Check your internet connection
  4. Contact support immediately at support@oostadoo.com

Platform issues? If it's our fault (video system down, can't access lesson room), you'll receive a 100% refund automatically. No questions asked.

If your internet is unstable:

  • Message your teacher through the platform
  • Reschedule the lesson for another time (free of charge)
  • No refund needed - the lesson can be rescheduled

💡 Prevention tip: Always test your setup 5 minutes before the lesson starts. This gives you time to fix any issues before your teacher joins.

10. How do I contact my teacher?

You can communicate with your teacher through our secure messaging system:

  1. Go to your dashboard
  2. Find your upcoming or past lesson
  3. Click the "Message Teacher" button
  4. Type your message and send

📱 Messaging Guidelines:

  • Use the platform messaging only - no external contact info sharing
  • Keep communication respectful and professional
  • Teachers typically respond within 24 hours
  • For urgent issues, contact our support team

⚠️ Important: For your safety and protection, all payments and bookings must go through the Oostadoo platform. Never share personal contact details or arrange payments outside the platform.

Still have questions?

We're here to help! Contact our support team and we'll get back to you within 24 hours.

Email: support@oostadoo.com

Response Time: Within 24 hours (Sunday-Thursday, 9am-6pm GST)

📚 Also check out our Terms of Service and Refund Policy

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