Terms of Service

Last updated: October 2026

1. About Nanour

Nanour's lessons are built for children aged 5 to 17. Nanour is a managed Modern Standard Arabic (MSA) tutoring service, delivered as live one-to-one online lessons. We place children with suitable tutors, facilitate the lessons, and provide tutor-reviewed post-lesson summaries. By using Nanour, you agree to these terms.

If your child turns 18 while a pack is active, they can finish that pack. After their 18th birthday, no new pack (including an automatic renewal) can be bought and no free trial can be booked for them.

Nanour is operated by [COMPANY_NAME_TODO], registered in England and Wales under company number [COMPANY_NUMBER_TODO].

2. Accounts

You must be at least 18 years old to create a parent account.
You are responsible for keeping your login credentials secure.
You are responsible for all activity on your account.
Provide accurate information when creating your account and your child's profile.

3. How the service works

Nanour is not an open marketplace. You do not choose your own tutor. Our team matches your child to the most suitable tutor based on level, goals, learning pace, and availability.
Before any paid commitment, your child is offered one free 20-minute trial lesson with one of our teachers. See section 4 for trial terms.
After the trial, we match your child to their ongoing tutor and you purchase a prepaid pack of lesson credits — one credit equals one 30-minute live one-to-one lesson. We offer three pack sizes (Starter, Term, Annual); the price depends on pack size, not learning pace. Your child's pace (Weekly or Twice weekly) is recommended by us after an intake conversation.
Lessons are booked from your prepaid credits. After each lesson, your tutor submits structured notes and Nanour drafts a parent-facing summary that the tutor reviews and approves before it is sent to you.

4. Free trial lesson

Each child is eligible for one free 20-minute trial lesson with one of our teachers. No payment method is required to book the trial.
You agree to a short set of trial-specific terms before confirming the booking.
You may cancel the trial booking 24 hours or more before the slot and rebook. Cancelling less than 24 hours before the slot, or not attending (a no-show), forfeits the trial.
Trial lessons are recorded as standard, on the same terms as paid lessons — see section 6 (Lesson recordings) below.

5. Packs, payments, and refunds

Pack purchases are processed securely via Stripe. Nanour does not store your card details.
Packs are prepaid in full at purchase. The price you see at checkout is the price you pay for the duration of the pack. Where founding-family pricing is in effect at the time of purchase, that rate sticks while your plan with Nanour stays active.
Lesson credits within a pack do not expire while the pack is active. If you cannot attend a booked lesson, you may cancel the booking. If you cancel 12 hours or more before the lesson, the credit is returned to your pack; if you cancel less than 12 hours before, the credit is used. Either way the slot is released. Cancellation rules per booking are surfaced in your parent dashboard.
Your first 14 days after buying a pack. You have a legal right to cancel your pack within 14 days after the day you buy it. If you ask us to start lessons during those 14 days, you can still cancel during the 14-day period, but you pay for any lessons already taken before you cancel. We ask for this early-start request separately at checkout. If you do not give it, lessons will not start until the 14-day period has ended. The separate 12-hour cancellation rule applies to individual bookings. If you exercise your statutory right to cancel the pack within the cancellation period, we deduct only the proportionate price of lessons actually delivered before you told us you were cancelling. We do not apply the banded early-cancellation adjustment or charge for unattended or late-cancelled lessons in that calculation.
After the first 14 days, packs are non-cancellable by the parent mid-period. Refunds are handled on a case-by-case basis by the Nanour team — for refund requests, contact ahlan@nanour.co. Where a partial refund is approved, it is calculated pro-rata against unused lesson credits, at the per-lesson rate you actually paid (which accounts for any sibling or founding-family discount applied at purchase).
Tier upgrades within an active pack (for example, Starter to Term) are self-service from your parent dashboard. The unused-credit value of your current pack is applied against the price of the new pack.

6. Lesson recordings

From the point Nanour goes live with paying families, lessons (including the trial) are recorded as standard for safeguarding, quality assurance, tutor support, and lesson continuity. Before your child's first lesson, we show you a recording notice and ask you to confirm that you understand lessons are recorded.
Recordings are stored securely, and access is limited to the parent account holder and authorised Nanour staff whose role requires it. Tutors cannot view lesson recordings. Recordings are not shared with third parties except where required by law.
We will walk you through how recording access works during signup, in line with our Privacy Policy.
Separately from the above, lessons include a “playback” feature: for 90 days after each lesson you can replay the slides your child was shown and see their answers on the activity slides. This is not video or audio, and it is automatically deleted 90 days after the lesson.

7. Tutor responsibilities

Tutors are vetted and approved by Nanour before being assigned.
Tutors are expected to deliver lessons professionally and submit lesson notes after each session.
Tutors are independent contractors, not employees of Nanour.

8. Acceptable use

You agree not to:

Use the service for any unlawful purpose.
Attempt to contact tutors outside the platform to arrange private lessons.
Share your account credentials with others.
Upload inappropriate or harmful content to the platform.

9. Intellectual property

Lesson content, curriculum materials, and the Nanour platform are owned by Nanour. You may not copy, distribute, or reproduce lesson materials without permission.

10. Limitation of liability

We provide our service, including the lessons our tutors deliver, with reasonable care and skill, and we are responsible for doing so. We do not guarantee specific educational outcomes, because every child learns differently. Our total liability to you is limited to the amount you have paid for lessons in the previous 12 months.

11. Data and privacy

How we collect and use personal data, including your child's, and your rights, are explained in our Privacy Policy.

12. Changes to these terms

We may update these terms from time to time. We will notify you of significant changes by email or through the service. Continued use of Nanour after changes constitutes acceptance of the updated terms.

13. Termination

You may close your account at any time by contacting us. Nanour may suspend or terminate accounts that violate these terms.

14. Language of these terms

These Terms are available in English, Arabic and French. The language version you select and accept when you sign up or purchase forms part of your contract with Nanour. If there is a difference between language versions, Nanour will consider the version accepted by you and interpret any genuine ambiguity in the way most favourable to you. Nothing in these Terms limits any mandatory consumer rights that apply to you.

15. Governing law

These Terms are governed by the law of England and Wales. The courts of England and Wales will have non-exclusive jurisdiction. This does not limit any right you may have to bring or defend proceedings in the courts of the country where you live, or any mandatory consumer protections that apply to you.

16. Contact

Questions about these terms? Email ahlan@nanour.co.

Safeguarding concerns: safeguarding@nanour.co