How does the “Report an Issue” process work on Ostathi?
If something goes wrong during your class — such as your instructor not showing up, a major technical problem, or dissatisfaction with lesson quality — you can file a formal report directly through Ostathi within 24 hours after the class ends.
Here’s how the process works step-by-step:
1. Click “Report an Issue”
After the session ends, click the “Report” button.
2. Initial Resolution Stage
Your report first goes to the Instructor, giving them a chance to resolve the matter, such as by offering a make-up class or clarifying what happened, through the platform’s messaging system.
3. Admin Escalation
If no agreement is reached within 24 hours, you may click “Escalate to Admin.” Our team will then review the case in detail.
4. Admin Review and Final Decision
Ostathi admins conduct a comprehensive review using session recordings, lesson logs, messages, and evidence to verify attendance, technical issues, or conduct breaches. The final decision may include a full or partial refund, a free rescheduled lesson, or another appropriate action. The decision is final and binding for both parties.
5. Appeals If Needed
If you believe the decision was unfair, you can submit a formal appeal within 3 business days of receiving the outcome by submitting a ticket through the Ostathi Help Center and providing any new evidence.
Tip: Keep your communications and materials on Ostathi — session recordings and messages are essential evidence for fair resolution.Related Articles
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