Support

We’re here to help you learn effectively and keep your access running smoothly. Below you’ll find our support channels, availability, response times, what we support (and what we don’t), and how we handle issues and complaints

1) Support channels

Please write from the email address on your account and include your full name and subscription type (monthly / quarterly / yearly) so we can help you faster.

2) Availability

  • Monday – Saturday, 09:00–22:00 CET

  • Closed on Sundays and Dutch public holidays.

  • Languages: Arabic (primary) and English.

3) Response times (targets)

  • General questions: within 3–4 business days

  • Billing/invoice questions: within 5 business days

  • Login / access issues: prioritised same day during support hours

  • Complex cases or third-party escalations (e.g., platform outages) may take longer; we’ll keep you updated.

4) Scope of support (what we cover)

  • Access and login help (account creation via Huddle, password issues).

  • Course navigation and technical playback issues (audio/video).

  • Clarifications about course content (where to find modules, templates, checklists).

  • Practical guidance on how to use the learning platform.

  • Subscription management: plan changes, cancellation steps, renewal dates.

  • Refund & cancellation requests in line with our policy (14-day reflection period).

  • Receipts, VAT invoices, and proof of payment.

5) Out-of-scope (what we don’t cover)

  • Done-for-you campaign setup or ad account management.

  • Custom business coaching outside the included chat support.

  • Legal, financial, or tax advice.

  • Strategy guarantees or projections of revenue/profit.

  • Troubleshooting third-party ad accounts beyond general guidance.

Our courses are educational. Results vary based on effort, budget, market, and external factors.

6) Chat support (how it works)

  • Available during support hours for active subscribers.

  • Ask specific questions about lessons, frameworks, and where to find resources.

  • For complex issues, we may ask for screenshots (no confidential data) to diagnose faster.

  • Please avoid sharing personal passwords or sensitive payment data in chat.

7) Account & security

  • Accounts are strictly personal and may not be shared.

  • Keep your password secure. If you suspect unauthorised access, contact us immediately.

  • We never ask for your full card details or passwords.

8) Platform availability & maintenance

  • We use a professional learning platform (Huddle). Short maintenance windows or third-party outages may occur.

  • If downtime significantly affects your use, we will extend your access by at least the lost time (this is the sole remedy).

9) Cancellations & refunds (summary)

  • Subscriptions renew automatically (monthly/quarterly/yearly).

  • Cancel any time; to avoid renewal, notify us ≥24 hours before the next billing cycle.

  • 14-day reflection period on your first purchase: email [email protected] within 14 days to request a refund.

  • Refunds are returned to the original payment method.

  • After cancellation, access remains until the end of the paid period (no partial refunds outside the 14-day policy).

10) How to report an issue (what to include)

Please provide:

  1. Full name + email on your account

  2. Subscription type (monthly / quarterly / yearly)

  3. Description of the issue (+ screenshots if relevant)

  4. Device/browser used and any error message

  5. For billing: transaction ID or invoice number

11) Complaints & escalation

  • If you feel your request wasn’t handled correctly, reply to the same thread with “Escalation request” in the subject.

  • We aim to review escalations within 5 business days.

  • You can also write to [email protected] for data-related concerns (GDPR/AVG).

12) Code of conduct

We’re committed to respectful, helpful communication. We ask all students to do the same. Abusive or harassing behaviour may result in limited support or account suspension under our Terms.

13) Quick FAQ

Q: How do I access my course?
A: After payment, you’ll receive an email with a secure link to create your Huddle account and start learning immediately.

Q: In which language are the lessons?
A: All lessons are in Arabic. The website and checkout are in English.

Q: Can I share my account?
A: No. Accounts are personal. Sharing is not permitted.

Q: Do you guarantee specific results?
A: No. Our training is educational; outcomes depend on many factors.

Q: I can’t log in. What should I do?
A: Try password reset first. If it fails, email [email protected] with your account email and a screenshot of the error.

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