Support & Legal Disputes

Masaqee Platform - We're here to help you

6. Support & Legal Disputes

Masaqee provides tiered user support and a structured process for resolving disputes in order to maintain trust, ensure fairness, and protect the integrity of the platform.

6.1 Help and Support

Users can seek assistance through the following channels:

Email

support@masaqee.com

Non-urgent inquiries; 48-hour response time

In-App Support

Live Chat or Help Center

24-hour response time for urgent issues

Self-Service

masaqee.com

Knowledge base, FAQs, and tutorials available

Priority is given to:
  • Accessibility-related barriers (see Section 5)
  • Disruptions to live sessions

6.2 Formal Dispute Resolution

If a matter is not resolved through standard support channels, users may escalate disputes such as tutor conduct issues, payment disputes, or policy enforcement concerns.

Disputes should be submitted to support@masaqee.com and must include:
  • Transaction or session ID
  • Supporting evidence such as screenshots, chat logs, or other relevant documentation
  • Reference to the original support ticket

Masaqee will acknowledge the dispute within five business days and aim to resolve it within fifteen business days, with an additional seven days if the matter is complex.

6.3 Mediation Before Arbitration

Before initiating arbitration, both parties must attempt to resolve the dispute through mediation.

  • The mediator will be mutually agreed upon or appointed by the Dubai International Arbitration Centre (DIAC)
  • Mediation should be completed within thirty days of the request, unless both parties agree to an extension
  • If mediation fails, the matter will proceed to arbitration under Section 6.4

6.4 Binding Arbitration

All legal disputes will be resolved exclusively through DIAC-administered arbitration in Sharjah, United Arab Emirates.

Key terms:
  • Rules: DIAC Arbitration Rules (2024 Edition)
  • Governing Law: UAE Federal Arbitration Law No. 6 of 2018
  • Language: English or Arabic (as chosen by the claimant)
  • Costs: Each party is responsible for 50% of arbitration fees unless otherwise decided by the arbitrator
  • Exceptions: Urgent cases involving fraud, hacking, or safety threats may go directly to court

6.5 Limitations

  • Arbitration awards are final and binding with no appeal
  • All claims must be filed within one year of the cause of action
  • Class actions, collective claims, or representative proceedings are not permitted; disputes must be filed individually

Contact Information

For General Support

support@masaqee.com

For general inquiries and usage issues

For Dispute Resolution

support@masaqee.com

For escalating issues not resolved through normal support

Masaqee. All rights reserved.