If your Instructor does not attend a scheduled session or if you encounter a significant technical issue during your class, you can report the problem.

After the session ends, click on the “Report an Issue” button, then follow the on-screen instructions.

Here’s how the resolution process works:

Initial Resolution: Your report will first be sent to the Instructor, giving them an opportunity to resolve the issue directly with you, such as by offering to reschedule the class.

Escalation to Admin: If you are not satisfied with the Instructor’s proposed solution, you can escalate the issue to the Ostathi admin team for further review.

Admin Review: The admin team will review the case using available evidence such as session recordings and lesson logs to verify attendance, quality, and any claims of technical issues or misconduct.

Refund Eligibility: If the Instructor is a no-show, you may be eligible for a refund of the eligible lesson amount. For significant technical issues that prevent the session from being completed or effectively delivered, a refund may also be granted after admin review, provided the issue was not caused by the Learner’s equipment or internet connection.

All approved refunds are automatically processed as credit to your Ostathi Wallet, which you can use immediately to book new sessions.

If you wish to withdraw your wallet balance, you can submit a withdrawal request through your Ostathi dashboard. Please note that this is a manual process and may take up to 7 business days to complete.