Liaqa Payment Terms

Last updated: March 2024

Effective Date: March 2024

1. Introduction

At Liaqa, we’re reshaping the landscape of online coaching by providing a dedicated platform that bridges the gap between clients and a diverse array of professional coaches. Unlike traditional marketplaces, Liaqa is specifically designed as a comprehensive coaching service, but with our unique flair. Our mission is to facilitate meaningful growth and development opportunities for individuals seeking guidance across various aspects of their personal and professional lives.

Through Liaqa, clients are granted unparalleled access to expert coaches specializing exclusively in fitness and strength training. Our platform distinguishes itself through the high caliber of coaching and the individualized attention each coach dedicates to their services. Every coach on Liaqa benefits from having their own website within our ecosystem, which allows them to provide both live coaching sessions and on-demand workouts tailored to the unique fitness goals of each client.

What truly sets us apart is the ability of our coaches to craft custom online coaching plans. These plans are comprehensive, extending beyond fitness and strength training to include nutrition advice and any additional services the coach is qualified to offer. This holistic approach to fitness coaching ensures that each client’s journey is not just about physical transformation. Still, it encompasses a personalized strategy for overall well-being and health, tailored to their specific needs and goals.

These Client Payment Terms aim to ensure a clear understanding of the financial transactions that occur within our platform. By outlining the payment process, we aim to create a transparent and trustworthy environment for all parties involved. These terms cover important aspects such as payment methods, dispute resolution, refunds, and cancellations, ensuring that clients and coaches comprehensively understand their financial rights and responsibilities when engaging with Liaqa.

It is important for all users of our platform to read and understand these Payment Terms carefully. They are crucial for maintaining a seamless and positive experience on Liaqa, protecting your interests, and ensuring that transactions are conducted smoothly and efficiently.

By continuing to use Liaqa, you agree to these Payment Terms, which are part of our broader Terms of Service. We encourage you to review these terms periodically, as they may be updated to reflect changes to our payment processes or to comply with legal requirements.

2. Definitions

To ensure clarity and prevent any misunderstandings, the following key terms are defined as they are used within this document:

Client: An individual who registers on the Liaqa platform with the intention of engaging and purchasing fitness or strength training services, including custom coaching plans and on-demand workouts, from a Coach.
Coach: A professional fitness or strength trainer who uses the Liaqa platform to offer their services, which may include live coaching sessions, on-demand workouts, and custom coaching plans. Coaches are independent contractors who are not employees of Liaqa.
Platform: Refers to the Liaqa online service, including its associated websites, applications, and tools, through which Clients and Coaches connect and conduct transactions.
Services: Coaches provide fitness and strength training services through the Liaqa Platform. This includes but is not limited to, live coaching sessions, on-demand workouts, and custom coaching plans that may incorporate fitness training, strength training, nutrition advice, and other related services offered by the Coach.
Payment Terms: The conditions under which payments, refunds, and financial transactions are conducted on the Liaqa platform. Both clients and coaches agree upon these terms upon registering and engaging in services offered through Liaqa.
Custom Coaching Plans: Tailored coaching strategies developed by Coaches for Clients, which may include fitness training, strength training, nutrition guidance, and any additional services the Coach offers, based on the Client’s specific goals, preferences, and needs.

These definitions are intended to provide a clear understanding of the terms used throughout this document and the Liaqa platform.

3. General Payment Terms

The following general payment terms are designed to ensure a smooth, secure, and transparent transaction process for both Clients and Coaches on the Liaqa platform. Understanding and adhering to these terms is crucial for all parties involved in the transaction process.

Acceptable Payment Methods

To accommodate the diverse needs of our users, Liaqa offers a comprehensive range of payment options through two major payment processing services: MyFatoorah and Stripe. Here is how we handle payments:

MENA Region Credit Cards: Liaqa accepts all local credit cards via MyFatoorah for our clients and coaches in the Middle East and North Africa (MENA) region. This service is tailored to provide a seamless payment experience within the MENA region, ensuring that transactions are processed efficiently and securely.
Worldwide Cards: Liaqa utilizes Stripe to process payments for international clients and coaches outside the MENA region. Stripe accepts a wide variety of credit and debit cards from around the globe, including Visa, MasterCard, and American Express.

This dual-platform approach allows Liaqa to support a global user base, ensuring that everyone, regardless of location, can access secure and convenient payment options.

Currency

While all prices on the Liaqa platform are initially based in United States Dollars (USD), we prioritize the convenience of our clients by offering the option to view and process transactions in their local currency, especially catering to our users in the MENA region. This flexibility allows clients to see up-to-date pricing and make payments in a more familiar currency, enhancing the overall user experience on Liaqa.

To achieve this, Liaqa utilizes a third-party API provided by Open Exchange Rates to convert USD prices into all MENA currencies accurately. This ensures that our clients have access to the most current exchange rates at the time of their transaction, allowing for transparency and trust in the payment process.

It’s important to note that while transactions can be initiated in the client’s selected currency for convenience, all transactions will ultimately be processed in the selected currency, facilitating a seamless and efficient payment process for both clients and coaches. This approach not only simplifies transactions but also accommodates the diverse needs of our international user base.

Liaqa is committed to providing a smooth transaction experience by adapting to the preferences of our users, making it easier for clients across the globe to engage with our platform and services.

Payment Processing Fees

Liaqa is committed to maintaining transparency with regard to payment processing fees. Here are key points concerning these fees:

For Clients: Liaqa does not charge Clients any additional fees for processing payments to Coaches. However, Clients should be aware that their bank or payment service provider may impose transaction fees or currency conversion fees.
For Coaches: A nominal fee is applied to the payments received by Coaches, designed to cover payment processing, payout fees, and the ongoing maintenance of the Liaqa platform. This fee may be calculated as a percentage of the total transaction amount or as a fixed price in USD for each sale, depending on the specific terms of service. The exact details of this fee structure are clearly communicated to Coaches upon their registration and agreement to use the Liaqa platform, ensuring transparency and understanding of the financial aspects of providing services through Liaqa. For more detailed information on the specifics of these fees and how they are applied, we encourage Coaches to read the “Liaqa Payout Terms.” Further details and explanations regarding fees can be found in the documentation available here. Please refer to this resource for comprehensive insights into the financial arrangements on the Liaqa platform.
Responsibility for Fees: It is the responsibility of the Client to bear any transaction fees imposed by their bank or payment service provider. Coaches are responsible for the payment processing fees deducted by Liaqa as part of receiving their payment.

These General Payment Terms are designed to ensure a fair and efficient payment process for all users of the Liaqa platform. We encourage both Clients and Coaches to familiarize themselves with these terms to facilitate a seamless transaction experience.

4. Payment Process

Making Payments

Clients on the Liaqa platform have multiple convenient options for making payments to coaches for the services offered. Below are the ways clients can initiate payments:

Direct Selection and Payment: Clients can initiate payments by directly selecting the desired coaching service or on-demand workout from the coach’s personalized Liaqa website. This direct method allows clients to choose specific services they wish to engage in and proceed with the payment process seamlessly.
Invoice System: In addition to direct payments, Liaqa offers an invoice system designed to facilitate transactions. This system is particularly useful for custom coaching plans or packages that require a more personalized approach. Coaches can generate invoices through Liaqa for the services provided, which are then sent to clients electronically. Clients can pay these invoices through the secure payment methods available on the platform, ensuring flexibility and convenience for both parties involved.

Liaqa is dedicated to providing all our users a secure, efficient, and transparent payment process. Clients and coaches are encouraged to refer to our comprehensive documentation for any queries regarding payments or to contact our support team for personalized assistance.

5. Dispute Resolution

At Liaqa, we prioritize the trust and security of our clients. In the rare event that a client wishes to dispute a transaction, we have a structured process in place to address these concerns promptly and fairly. Here is how a dispute can be initiated:

Process for Handling Disputes Related to Payments

Clients Only: Only clients have the authority to raise a dispute regarding a transaction. This policy underscores our commitment to client satisfaction and our zero-tolerance stance on any form of fraudulent activity through our platform.
Contacting Support: To initiate a dispute, clients must access the dedicated dispute resolution page available on the Liaqa website. This page features a contact form specifically designed for submitting disputes. Clients are required to fill out this form, providing all relevant details and evidence related to the payment in question. It is crucial that clients include comprehensive information to facilitate a thorough review and swift resolution of the dispute.
Review: Liaqa’s team will review the submission upon receiving a dispute. This process includes verifying the details provided, assessing any related transactions, and evaluating the evidence presented by both parties involved in the dispute.
Communication: Both parties will be kept informed throughout the process. Liaqa will facilitate communication between the client and the coach to try and reach an amicable resolution.

Timeline for Raising a Dispute

Clients who wish to dispute a transaction must initiate the process by contacting Liaqa’s support team. This can be done through our platform’s dedicated support page, which features a contact form specifically designed for this purpose. It’s important for clients to fill out this form with all relevant details and evidence related to the payment in question. Liaqa has a zero-tolerance policy for any actions that defraud clients. We ensure that every dispute is taken seriously, with a thorough investigation, to uphold the integrity of our platform.

Disputes related to payments must be raised within 30 days from the date of the transaction. This ensures that all records and evidence are still recent and can be accurately reviewed by the dispute resolution team.

Steps for Resolution

Attempted Resolution: The first step is an attempt to resolve the dispute directly between the client and the coach, with Liaqa acting as a mediator. Most disputes are resolved at this stage through mutual agreement.
Escalation: If a resolution cannot be reached, the dispute may be escalated within Liaqa for further review. At this stage, additional documentation may be requested from both parties.
Final Decision: In the interest of maintaining a streamlined and effective dispute resolution process, Liaqa does not involve third-party mediation services. Our internal team is committed to making a fair and unbiased decision regarding any dispute. Liaqa’s decision is final. Should both parties decide to seek independent external third-party mediation, they are responsible for the associated costs. We require that the results of any such external mediation be reported back to Liaqa. This ensures that we know the resolution and can make any necessary adjustments to our platform or policies.

6. Refunds and Cancellations

At Liaqa, we prioritize creating a robust and reliable platform where clients and coaches can connect for fitness and strength training services. Our platform facilitates direct agreements between clients and coaches, ensuring each party understands the commitment they are making. In line with this commitment to accountability and service quality:

No Refunds Policy

Liaqa operates under a strict no-refund policy. Once a transaction has been completed and a service has been booked, Liaqa does not offer refunds. This policy underscores the importance of clients making informed decisions before buying services. Clients are encouraged to thoroughly review the service offerings and coach profiles, including qualifications and reviews, to make the best choice for their needs.

Cancellation Policy

Client Cancellations: Clients are encouraged to carefully consider their purchase before making a commitment. In the event that a client decides not to proceed with a bought service, they are advised to notify the coach as soon as possible. No refunds will be issued, but early communication may assist in potential rescheduling, subject to the coach’s discretion and availability.
Coach Cancellations: If a coach must cancel a scheduled service for any reason, it is their responsibility to notify the client as soon as possible. While Liaqa does not process refunds, coaches are encouraged to offer a rescheduled session or an alternative service in good faith to maintain a positive relationship with the client.

Dispute Resolution in Exceptional Circumstances

While Liaqa maintains a no refunds policy, we recognize that exceptional circumstances may arise. In such rare instances, clients are encouraged to contact Liaqa’s support team to discuss their situation. Each case will be reviewed on its own merits, focusing on fair resolution and maintaining the integrity of the Liaqa community.

This policy is designed to foster a culture of mutual respect and commitment between clients and coaches, ensuring that all parties engage with each other in a professional and considerate manner.

7. Late Payments and Non-payment

Liaqa is dedicated to fostering a reliable and professional environment for both clients and coaches. Prompt payments are essential for maintaining the integrity and trust within our community. Here’s how late payments and non-payment issues are handled:

Consequences of Late Payments by Clients

Reminder Notifications: Clients who miss a payment deadline will receive reminder notifications. These are sent as a courtesy to remind clients of their pending payment obligations.
Access Restrictions: If a payment remains outstanding beyond a specified grace period, clients may experience temporary restrictions on booking further services until the outstanding payment is settled.
Late Payment Fees: While there are no late payment fees at this time, we reserve the right to introduce such fees in the future should they become necessary to ensure the platform’s integrity and the reliability of transactions. Any potential future fees would be introduced with clear communication and transparency to all users, designed to fairly compensate coaches for any inconvenience and scheduling disruptions caused by significantly delayed payments.

Actions Taken in the Event of Non-payment

Communication Attempt: Initial efforts will focus on communication with the client to understand the reason behind the non-payment and to find a mutually agreeable solution for settling the outstanding amount.
Service Suspension: Clients who consistently fail to meet their payment obligations may face suspension of their account. This action is considered a last resort and is taken only after all attempts at resolution have been exhausted.
Recovery Actions: For cases of significant non-payment, Liaqa reserves the right to undertake recovery actions. This may include the involvement of collection agencies to recover the outstanding amounts on behalf of the coaches.

Fees Associated with Late Payments

Structure: Late payment fees, if applicable, are calculated as a percentage of the outstanding amount. The specific rate and conditions under which these fees are applied will be clearly communicated to clients as part of the payment reminders.
Transparency: All fees related to late payments or non-payment actions are outlined in the payment terms to ensure clients are fully informed of the potential financial implications of delayed payments.

Liaqa’s policies on late payments and non-payment are designed to encourage timely financial transactions, ensuring coaches are compensated for their services and the platform operates smoothly for all users

8. Modifications to Payment Terms

Liaqa is committed to maintaining a platform that adapts and evolves to meet the needs of our community of clients and coaches. As part of this commitment, we may occasionally need to update our payment terms to reflect changes in our operational requirements and legal obligations or to serve our users better. Here’s how we manage modifications to these terms:

How and When Payment Terms May Be Updated

Periodic Review: Our team periodically reviews the payment terms to ensure they remain fair, transparent, and aligned with industry standards and legal requirements.
Need-Based Updates: Adjustments to the payment terms may also be prompted by changes in payment processing technologies, feedback from our users, or evolving business needs.

Process for Notifying Users of Updates

Advance Notice: Users will be notified of any payment terms changes well before their implementation. This notice will be provided through the Liaqa platform, via email, or both, depending on the significance of the changes.
Clear Communication: The notification will include a summary of the changes, their effective date, and where users can read the updated terms in full. We aim to make any updates clear and understandable, ensuring users are fully informed.
Acknowledgment of Changes: Depending on the nature of the update, users may be required to acknowledge or accept the revised terms before continuing to use the platform. This process ensures that all parties are aware of and agree to the terms under which they are engaging with each other.

Liaqa values transparency and open communication. We believe that by clearly informing our users about changes to our payment terms, we can continue to build trust and ensure a seamless experience for everyone involved in the platform.

9. Contact Information

At Liaqa, clear and prompt communication is at the heart of what we do, especially when it comes to addressing payment-related inquiries. We provide multiple avenues for our clients and coaches to reach our customer service team for any assistance they might need:

For Payment-Related Inquiries

FAQ Section: We recommend visiting our FAQ section for immediate answers to common payment-related queries. This resource is designed to provide you with the information you need quickly.
Support Form: You can also use the dedicated contact form available on the Liaqa website here for any payout queries. Fill out this form, and one of our customer service representatives will contact you as soon as possible. We commit to responding to all inquiries within 72 hours to provide detailed answers and effective solutions.

Customer Service Hours

Our customer service team can assist you from Saturday to Thursday, 9 AM to 5 PM UAE time, with Fridays off, excluding public holidays. We are devoted to ensuring that your inquiries are handled with the utmost care and efficiency.

Liaqa is committed to providing a supportive and hassle-free experience for clients. Whether you have a question about payment options or need assistance with payment processing, our support team is here to ensure your experience with our platform is both positive and seamless.

10. Governing Law

This section outlines the legal framework and jurisdiction that govern the use of the Liaqa platform, the interactions between clients and coaches, and any agreements or disputes arising from using the Liaqa services.

Jurisdiction and Applicable Laws

The terms, conditions, and any agreements or disputes arising out of or in connection with the use of the Liaqa platform shall be governed by and construed in accordance with the laws of the United Arab Emirates (UAE). By agreeing to the terms of service, users of Liaqa, including clients and coaches, agree that any legal action or proceedings arising out of these terms shall be exclusively subject to the jurisdiction of the courts of Dubai, UAE.

Liaqa is owned and operated by Liaqa Fitness, a company based in Dubai, UAE. As such, the company adheres to the regulatory framework and legal standards established by the UAE government and Dubai’s local authorities. This adherence ensures that all transactions, services, and interactions on the platform are conducted in a legally compliant and ethically sound manner.

Users of the Liaqa platform are encouraged to familiarize themselves with these governing laws and understand how they apply to the services received or offered through Liaqa. This understanding is crucial for ensuring a mutually beneficial and legally sound relationship between all parties involved.