Terms & conditions

Terms & conditions

GENERAL TERMS & CONDITIONS

By using the Yaqeen App, you agree to comply with these Terms & Conditions and all applicable app and platform policies. If you do not agree to these terms, you must refrain from using the application.

We reserve the right to amend the Terms & Conditions and policies from time to time. You are required to review these terms periodically. We are not obligated to notify you of any changes made to the Terms & Conditions or policies.

As part of our commitment to making Yaqeen a platform you enjoy using, we welcome all your feedback regarding any of the policies or rules listed below.

  1. USER ACCOUNT
    A user must have an account to engage in any activity on the Yaqeen App. The user is required to provide accurate and correct personal information and update it continuously. The user must keep their password secure and must not share it with anyone under any circumstances. The user bears full responsibility for all activities carried out through their account, including any damage (to us or to others) resulting from providing incorrect information.

  2. PROHIBITION OF SHARING LOGIN CREDENTIALS
    It is strictly prohibited to share your account login credentials with any other person by any means. If it is proven that you have shared your login details, you acknowledge that you will bear all legal consequences resulting from this violation. Yaqeen Platform and App reserve the right to permanently ban your account without prior notice and without any obligation to refund any amounts paid. The platform also reserves the right to claim any financial and/or non-financial compensation for all losses and/or damages caused by sharing account credentials.

  3. PROHIBITION OF SHARING OR PUBLISHING CONTENT
    It is strictly prohibited to save, share, or publish any content of the Yaqeen App outside the platform. This includes, but is not limited to: visual, audio, and written content, lectures, lessons, tests, exercises, questions, assignments, educational resources, files, and attachments. If it is proven that any content has been saved, downloaded, shared, or leaked outside the Yaqeen App or its Telegram groups and channels, you acknowledge and agree that Yaqeen has the right to take all necessary legal actions against you.

  4. RESPECTFUL CONDUCT AND FEEDBACK
    You are entitled to give your opinion about the teacher with full transparency and honesty, provided that it preserves dignity, respects feelings, and adheres to public morals and the platform’s rules. You must respect and appreciate all efforts and refrain from belittling, mocking, insulting, or ridiculing individuals, colleagues, or services provided to you. The platform reserves the right to suspend your account without refund of any previously paid amounts.

  5. SCOPE OF EDUCATIONAL SERVICES
    You acknowledge and agree that the teacher is not obligated to provide additional services beyond explaining the academic curriculum as approved by local universities in the Kingdom of Saudi Arabia and any updates or changes thereof. Other services such as reviews, past questions, summaries, and similar materials are considered additional services within the course.

  6. SUBSCRIPTION DURATION
    You acknowledge and agree that the subscription duration for a course is one academic semester. Access to all course content ends on the last day of the academic semester based on the official schedule of local universities in the Kingdom of Saudi Arabia. You also commit not to transfer, share, or leak any content obtained during the subscription period. If you are found to have published any content after the subscription period ends, you agree to bear the legal consequences.

TECHNICAL SUPPORT POLICY

BENEFICIARIES OF TECHNICAL SUPPORT SERVICES:

  • Platform teachers registered to provide educational explanations.

  • All beneficiaries enrolled in the educational explanations on our platform.

  • Supervisors from relevant government entities, such as the National E-Learning Center.

CHANNELS FOR RECEIVING COMPLAINTS, SUGGESTIONS, AND INQUIRIES:
In our commitment to improving service quality, Yaqeen Platform provides a clear and easy mechanism for submitting complaints, suggestions, and inquiries. All submissions are carefully recorded to ensure a distinguished user experience.

Communication channels include:

  • Contact Us Form: Available on the official website or the application

  • WhatsApp: 0530352123

SERVICES AND SYSTEMS COVERED BY TECHNICAL SUPPORT:

  • Enrollment in educational explanations and resolving technical issues

  • Training on using the electronic platform and benefiting from its features

  • User qualification and onboarding

  • Logging into the platform and creating user accounts

  • Attending lessons and ensuring proper functionality without technical issues

  • Teacher access to the platform

EXPECTED RESPONSE TIME:
Responses are provided within 48 working hours through the “Contact Us” form.

ESCALATION PROCEDURE IF THE RESPONSE TIME IS EXCEEDED:
If your inquiry is not answered within two working days or exceeds the specified processing time, please contact us via email at:
[email protected]
for escalation and immediate handling.

WORKING HOURS:
From Sunday to Thursday, 9:00 AM to 11:00 PM

COMPLAINTS MECHANISM

OBJECTIVE:
To ensure:

  1. Confidentiality of the complaint

  2. The beneficiary is not harmed due to submitting a complaint

  3. Speedy resolution of the complaint

PROCEDURE FOR SUBMITTING A COMPLAINT:

STEP ONE:
If your complaint is related to the lesson, please approach the teacher directly, as many complaints can be resolved informally through discussion. It is important to submit your complaint as soon as reasonably possible after the issue occurs. If the complaint concerns technical issues, you may contact us through the Contact Us form and write “Complaint” in the subject.

STEP TWO:
If you remain unsatisfied after the first step, you may proceed with an official escalation.

COMPLAINT ESCALATION MECHANISM:
You may submit an official complaint directly by email at:
[email protected]

You may also contact us via WhatsApp:
0530352123

If the complaint is related to the e-learning system, you may contact the National E-Learning Center at:
920015991

STEP FOUR:
A response will be provided within a maximum of two working days.

MECHANISM FOR RESPONDING TO LEARNER INQUIRIES

Yaqeen Platform strives to support learners by providing fast and accurate responses to their inquiries and constructive feedback that enhances their educational performance.

OBJECTIVES:

  • Providing effective and easy communication channels between learners and teachers

  • Delivering accurate and timely responses to learner inquiries

  • Providing constructive feedback to improve educational performance

COMMUNICATION CHANNELS FOR RESPONDING TO LEARNER INQUIRIES:

  1. Discussion boards within the course

  2. Direct chat through the app or email

  3. WhatsApp: 0530352123

  4. Telegram discussion channels

RESPONSE MECHANISM:

  • Urgent inquiries are answered via discussion boards or WhatsApp

  • Non-urgent inquiries are handled via email

  • If no response is provided within the specified timeframe, the matter will be escalated to management via email:
    [email protected]