Dispute Resolution Guide
We're here to protect you. If you face any issue with your tutor, we'll help resolve it fairly and transparently
First... Don't Worry!
We know opening a dispute might seem like a big step, but let us reassure you:
- Over 95% of experiences on Mujtahid end successfully with complete satisfaction
- Most problems are solved through direct communication before needing a formal dispute
- The dispute system exists as a safety net to protect you in exceptional cases
- Our team is completely neutral and decides based on evidence only, not who talks more
This guide will explain everything in detail so you know your rights and what to expect.
What Exactly Is a Dispute?
A dispute is a formal way to request Mujtahid administration's intervention to resolve a disagreement with your tutor when you can't reach an agreement together.
When you open a dispute:
- Your money is fully protected - it stays held and won't be released to the tutor until the dispute is resolved
- The tutor receives an instant notification - they have a chance to respond or accept your request
- If you can't agree - our team reviews the case and makes a fair decision
- The process is transparent - you see all tutor responses and can reply to them
Before Opening a Dispute... Try This First
In most cases, problems can be solved faster without a formal dispute:
1. Communicate Directly with the Tutor
Many problems are caused by simple misunderstandings. Before anything, send a message to the tutor clearly explaining your issue. Specify exactly what you didn't like and what you expect. Most tutors want to satisfy you and will work on solving the problem immediately.
2. Request Free Revisions
Revisions within the agreed scope are completely free. If the work needs improvements or corrections, request them from the tutor. Specify exactly what you want changed. Don't hesitate to ask for multiple revision rounds if needed.
3. Use "Mutual Cancellation"
If you want to end the engagement amicably, you can request a mutual cancellation. This option allows you and the tutor to agree on a specific refund percentage without admin intervention. Quick and comfortable for both parties.
4. Open a Formal Dispute
If the previous steps didn't work, or if the tutor isn't responding or refuses to cooperate, a formal dispute is the right choice. Don't hesitate to use it - it's your right.
When Can You Open a Dispute?
You can open a dispute in these cases:
- During work execution - if you notice the tutor isn't following your agreement
- After receiving the work - if you find quality or scope issues
- If the tutor is very late - and doesn't respond to your messages
- During the protection period - which ranges from 3 to 100 days depending on service type
You cannot open a dispute in these cases:
- After the protection period ends - the money has been released to the tutor
- If you accepted the work - by clicking "Accept Work"
- If the review period ended - without any action from you
The Six Types of Disputes
When opening a dispute, choose the type that accurately describes your issue. This helps us understand your case quickly:
Quality Issue
Suggested refund: 50%When to choose this type?
- Work contains many errors that weren't fixed despite your request
- Quality is much lower than expected
- Work is superficial and doesn't achieve the required goal
Example: You requested math tutoring, but the tutor gave you a summary copied from the internet without real explanation.
Late Delivery
Suggested refund: 30%When to choose this type?
- Tutor didn't deliver by the agreed deadline
- The delay caused you a problem (like missing an exam date)
- Tutor disappeared and doesn't respond to your messages
Example: You agreed on delivery Thursday before the exam, but they delivered Sunday after the exam ended.
Scope Disagreement
Suggested refund: 70%When to choose this type?
- What you received is completely different from what you requested
- Tutor didn't complete an important part of the requirements
- Tutor asks for extra fees for things within the agreement
Example: You requested help with 5 chapters, but they sent you a summary of only one chapter.
Payment Issue
Suggested refund: 40%When to choose this type?
- Disagreement on the agreed amount
- Tutor asks for additional amount without justification
- Technical issues with money transfer
Example: You agreed on 100 SAR, but they now say the price is 150 SAR.
Communication Issue
Suggested refund: 20%When to choose this type?
- Tutor doesn't respond to your messages for days
- Communication is unprofessional or uncomfortable
- You can't reach the tutor at all
Example: You sent 5 messages over a week and they didn't reply to any.
Other
Suggested refund: 40%When to choose this type?
- Your issue doesn't fall under the above types
- You have multiple different issues in the same order
Example: Inappropriate behavior, or repeated false promises.
Steps to Open a Dispute
The process is simple and takes just a few minutes:
Open the Order Page
From "My Orders" list, click on the order you want to dispute. Make sure you're on the correct order.
Click "Open Dispute"
You'll find the button at the bottom of the order page or in the options menu (three dots). If you can't find it, it may mean the protection period has ended.
Choose Dispute Type
Select from the list the type that describes your issue (see the six types above). Choosing the right type speeds up the review process.
Explain the Problem in Detail
Write a clear, specific description of the problem. What did you request? What did you receive? What's the difference? The clearer your explanation, the easier it is to understand your case.
Attach Evidence (Optional but Very Important)
Screenshots of conversations, received files, original requirements... Evidence significantly strengthens your position and speeds up the decision.
Submit the Dispute
After submission, the tutor receives an instant notification. They have 48 hours to respond. You'll receive a notification for every update.
What Happens After Opening a Dispute?
There are three possible scenarios:
Scenario 1: Tutor Accepts the Dispute
This is the best scenario! If the tutor accepts your request:
- You get an immediate refund as requested
- No need to wait for admin review
- Money returns to your wallet within minutes
- The order is closed and you can start a new one with another tutor
Duration: Immediate after tutor approval
Scenario 2: Tutor Rejects the Dispute
Don't worry, this is normal. If the tutor rejects:
- They'll present their perspective and evidence
- You can view their response and reply to it
- The dispute is automatically escalated to the admin team
- Our team reviews evidence from both parties with complete neutrality
- A fair decision is issued within 24-72 hours
Duration: 24-72 hours after escalation to admin
Scenario 3: Tutor Doesn't Respond
This usually favors you. If the tutor doesn't respond within 48 hours:
- The dispute is automatically escalated to admin
- No response is considered a negative indicator for the tutor
- Admin reviews the case based on your evidence
- In most cases, you'll get a full or partial refund
Duration: 48 hours wait + 24-72 hours review
Possible Admin Decisions
After reviewing evidence from both parties, our team makes one of the following decisions:
In Student's Favor
Full refund 100%
When the tutor's fault is clear and provenIn Tutor's Favor
No refund 0%
When work matches the agreement exactlyPartial Refund
Custom percentage (30%-70%)
When there are faults from both parties or work is partially completeMutual Closure
As agreed by both parties
When student and tutor agree on a solution during the disputeHow Do We Make Decisions?
- We review the original agreement - What was exactly requested?
- We compare with delivery - Was what was requested executed?
- We examine evidence - Conversations, files, dates
- We hear both parties - Each party has a chance to respond
- We decide fairly - Based on facts only
How to Submit Strong Evidence?
Good evidence significantly increases your dispute success chances. Here's what we recommend:
📸 Conversation Screenshots
Attach screenshots of conversations showing what you agreed on. Look for messages where the tutor promises something specific or agrees to your requirements.
📄 Received Files
Attach the work you received for our team to review. If there are errors, point them out in your explanation.
📝 Original Requirements
Attach the original order description or requirements list. This helps us compare what you requested with what you received.
⚖️ Clear Comparison
Explain clearly: "I requested X, but I received Y". Direct comparison makes understanding your issue easier.
Golden Tips for a Successful Dispute:
- Be objective and specific - Instead of "work is bad", say "contains 15 spelling errors on the first page"
- Avoid emotional statements - Focus on facts and tangible evidence
- Organize your evidence - Present the most important first and explain each piece clearly
- Respect the tutor - Even if you're angry, respectful language helps resolve the issue
- Be honest - Don't exaggerate the problem, honesty builds trust
Your Rights as a Student in the Dispute System
Mujtahid's system is designed to protect you. These are your guaranteed rights:
Complete Financial Protection
Your money is not released to the tutor until you're completely satisfied or the protection period ends without complaint.
Open a Dispute Anytime
During the protection period, you can open a dispute whenever you feel there's a problem. You don't need anyone's permission.
Submit All Evidence
You have complete freedom to submit any evidence you see fit to support your position.
Complete Transparency
You see everything the tutor says in the dispute. There are no secret conversations you don't see.
Right to Reply to Tutor
If the tutor presents a defense or evidence, you have the right to reply and clarify your position.
Neutral Review
Our team reviews with complete neutrality. We don't favor the tutor or student - we decide based on evidence only.
Cancel the Dispute
If you reach a solution with the tutor, you can cancel the dispute before it's escalated to admin.
No Negative Impact on Your Account
Opening a dispute is your legitimate right and won't negatively affect your account or rating as a student.
Frequently Asked Questions
How long does dispute resolution take from start to finish?
Depends on the scenario: If the tutor accepts immediately, you get your refund within minutes. If they reject or don't respond, admin decides within 24-72 hours after escalation. Average total: 2-5 business days.
Can I withdraw the dispute after opening it?
Yes, in early stages. If the dispute is in "pending" or "awaiting tutor response" stage, you can cancel it. After escalation to admin, you cannot withdraw as the process has officially started.
What if the decision is against me?
Admin decision is final in most cases. But if you have important new evidence that wasn't submitted during the dispute, you can contact support for an exceptional review. This is rare and requires strong justification.
Does opening a dispute affect my reputation or rating?
No, not at all. Opening a dispute is a legitimate right and doesn't negatively affect your account. The dispute system exists to protect you and using it is completely normal.
Can I open multiple disputes for the same order?
No, one dispute per order. But you can add new comments and evidence to the open dispute throughout the active dispute period.
Can the tutor open a dispute against me?
Yes, but it's rare. The tutor can open a dispute in certain cases (like you not responding for a long time). In this case, the same process applies and we review the case neutrally.
Where does refund money go?
It automatically returns to your Mujtahid wallet. You can use it for a new order or request withdrawal to your bank account or original payment method.
What happens to the tutor after the dispute?
Depends on the dispute outcome. If their fault is proven, their rating may be affected. Repeated losing disputes may lead to account suspension. This ensures tutor quality on the platform.
Still Have Questions?
Our support team is available to help you anytime. Whether you need advice before opening a dispute or help with any step.
Contact Support Team