Terms & Conditions

These Terms & Conditions ("Terms") govern your use of the Mashwara mobile app, the website at mashwaraapp.com, and the services offered through them (together, the "Service"). They form a binding agreement between you and Mashwara ("Mashwara", "we", "us").

In these Terms, a "Client" is someone who books a consultation, an "Expert" is a verified professional who delivers one, and "you" means whichever you are.

1. Acceptance of these Terms

By creating an account, booking a session, or otherwise using the Service, you confirm that you have read, understood and agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Service.

If you are using Mashwara on behalf of an organisation, you confirm you have authority to bind that organisation to these Terms.

2. Eligibility

• You must be at least 18 years old and have the legal capacity to enter into a contract.
• You must not be barred from using the Service under the laws of your country, and you must not be subject to applicable sanctions.
• You may hold only one account unless we agree otherwise in writing.
• A parent or legal guardian may book a session concerning a minor using their own account, and remains fully responsible for that booking.

3. Your account

• Give accurate, current information when you register, and keep it up to date.
• Keep your password and device secure. You are responsible for everything that happens under your account.
• Tell us immediately at support@mashwaraapp.com if you suspect unauthorised access.
• Do not share, sell or transfer your account to anyone else.

4. Our role — Mashwara is a platform

Mashwara is a marketplace that connects Clients with independent Experts. We provide the technology: discovery, scheduling, payments and the audio/video call.

• Experts are independent professionals, not our employees, agents or partners. The consultation is a contract between the Client and the Expert.
• We verify identity and review credentials before an Expert appears on the platform, but we do not supervise, direct or endorse the substance of any advice given.
• We are not responsible for the quality, accuracy or outcome of a consultation, nor for an Expert's licensing, insurance or compliance with their own professional rules.
• Ratings and reviews reflect the opinions of users, not ours.

5. Nature of the guidance you receive

• Medical consultations are for general information and orientation. They are not a substitute for an in-person examination, diagnosis, prescription or emergency care, and they do not create a doctor–patient relationship unless the Expert's own local rules say otherwise.
• Religious and spiritual guidance, including Ruqyah and dream interpretation, reflects the personal knowledge and opinion of the individual Expert. It is not a binding religious ruling and it does not carry any guarantee of a particular outcome, cure or result.
• Business, legal, financial and family guidance is general in nature. Verify it with a locally qualified professional before acting on anything with legal or financial consequences.
• Decisions you take after a consultation are yours alone.

6. Bookings and sessions

• A booking is confirmed when payment is authorised and you receive an in-app confirmation.
• Join on time. Session length is what you booked and paid for; late arrival does not extend it.
• If an Expert does not join within 10 minutes of the start time, you can end the booking and receive a full refund.
• You are responsible for a stable internet connection and working microphone or camera. We are not liable for a session degraded by your own network or device.
• Sessions are confidential between you and the Expert. Recording is off by default and requires both parties' in-app consent; recording by any other means without consent is prohibited.
• Either party may end a session early if the other is abusive, or if the request falls outside the Expert's competence or is unlawful.

7. Prices, payments and wallet

• Each Expert sets their own rate. The price shown at checkout, including any applicable taxes and fees, is the price you pay.
• Payments are handled by third-party payment processors. Mashwara does not store your card details.
• You may top up an in-app wallet and pay from that balance. Wallet balances are not a deposit account, earn no interest, and cannot be transferred to another user.
• Mashwara charges Experts a service commission on each completed booking. The current rate is shown in the Expert dashboard, and we will give at least 30 days' notice before changing it.
• You are responsible for any taxes on your own income or transactions, unless we are required to collect and remit them.
• Where a chargeback is raised, we may suspend the disputed amount and any related payout until the dispute is resolved.

8. Cancellations, no-shows and refunds

If you are unhappy with a session, raise it with us within 7 days at support@mashwaraapp.com. We review each case on its facts and may issue a full or partial refund at our discretion. Refunds are returned to the original payment method where possible, otherwise to your wallet, typically within 5–10 business days.

Nothing here limits any statutory right of cancellation or refund you have under the consumer law of your country.

9. Additional terms for Experts

If you offer consultations on Mashwara, you also agree that:

• Your qualifications, licences, registrations and experience are genuine, current and accurately described, and you will notify us at once if any lapse, are suspended or are revoked.
• You hold every licence, registration and insurance required to provide your service in your jurisdiction, and you comply with your own professional and ethical rules.
• You deliver sessions personally — you may not delegate them or let anyone else use your account.
• You keep client information strictly confidential and use it only to deliver the consultation.
• You honour your published availability, join on time, and give reasonable notice if you must cancel. Repeated no-shows may lead to removal.
• You do not solicit clients off-platform to avoid our commission, and you do not request or accept payment outside the Service for bookings made through it.
• You do not prescribe, diagnose or make claims beyond what your qualification and local law allow, and you do not guarantee cures or outcomes.
• You are an independent contractor. These Terms create no employment, partnership, agency or joint venture between you and Mashwara, and you are responsible for your own taxes and social contributions.
• Payouts are released after the session completes and any applicable review period passes, less our commission and payment processing fees, to the payout details you provide.
• We may remove your profile or withhold a payout where we reasonably suspect fraud, misrepresentation of credentials, or a serious breach of these Terms.

10. Acceptable use

You must not:

• Harass, threaten, defame, discriminate against or abuse anyone on the platform.
• Use the Service for anything unlawful, fraudulent, or in breach of someone else's rights.
• Impersonate anyone, or misrepresent your identity, qualifications or affiliation.
• Record, screenshot, transcribe or share a session or its contents without the other party's consent.
• Upload malware, or attempt to probe, scrape, reverse-engineer, overload or gain unauthorised access to the Service.
• Circumvent our fees, manipulate ratings, or create fake accounts, bookings or reviews.
• Share sexually explicit, hateful, violent or otherwise harmful content.
• Use the Service to seek or provide help with anything that would harm another person.

Report anything that breaks these rules to support@mashwaraapp.com or through the in-app report button.

11. Your content, ratings and reviews

• You keep ownership of the content you submit — messages, dream descriptions, documents, profile text, reviews.
• You grant Mashwara a non-exclusive, worldwide, royalty-free licence to host, store, transmit and display that content only to the extent needed to operate the Service, provide support and comply with the law.
• Reviews must be honest, first-hand and about a session you actually had. We may remove reviews that are abusive, fake, off-topic or contain personal data about others.
• Ideas or feedback you send us about the product may be used freely and without compensation.

12. Intellectual property

The Mashwara name, logo, app, website, design, text and software are owned by us or our licensors and protected by intellectual property law. We grant you a limited, personal, non-transferable, revocable licence to use the app for its intended purpose. You may not copy, modify, distribute, sell, sublicense or create derivative works from any part of the Service without our written permission.

13. Privacy

Our Privacy Policy explains how we handle personal data and forms part of these Terms. You can delete your account at any time from the app or via the account deletion page.

14. Suspension and termination

• You may stop using the Service and delete your account at any time.
• We may suspend or terminate your account, with notice where practical, if you breach these Terms, if we reasonably suspect fraud or a risk to other users, or if we are required to by law.
• On termination, confirmed bookings are cancelled and refunded under §8, and outstanding Expert payouts for legitimately completed sessions are still paid.
• Sections that by their nature should survive — including §11, §12, §15, §16, §17 and §18 — continue to apply after termination.
• We may modify, suspend or discontinue any part of the Service. If we discontinue it entirely, we will give reasonable notice and refund any unused wallet balance.

15. Disclaimers

To the fullest extent permitted by law, the Service is provided "as is" and "as available", without warranties of any kind, express or implied, including any implied warranty of merchantability, fitness for a particular purpose or non-infringement.

We do not warrant that the Service will be uninterrupted, error-free or secure, that call quality will be perfect, or that any consultation will produce a particular result. We do not warrant the accuracy, completeness or suitability of any advice, interpretation or opinion given by an Expert.

16. Limitation of liability

To the fullest extent permitted by law:

• Mashwara is not liable for indirect, incidental, special, consequential or punitive damages, or for loss of profit, revenue, data, goodwill or opportunity.
• Mashwara is not liable for the acts, omissions, advice or conduct of any Expert or Client, or for any decision you take based on a consultation.
• Our total aggregate liability arising out of or relating to the Service is limited to the greater of (a) the total amount you paid to Mashwara in the three months before the event giving rise to the claim, or (b) USD 100.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded. Some jurisdictions do not allow certain exclusions, so parts of this section may not apply to you.

17. Indemnity

You agree to indemnify and hold harmless Mashwara, its officers, employees and contractors from any claim, loss, liability or expense (including reasonable legal fees) arising from your use of the Service, your content, your breach of these Terms or of any law, or — if you are an Expert — from the consultations you provide.

18. Disputes and governing law

• Talk to us first. Email support@mashwaraapp.com with the details. Most issues are resolved within a few days, and we ask that you allow 30 days before starting formal proceedings.
• Disputes between a Client and an Expert should be raised with us within 7 days of the session. We may mediate and may issue a refund or withhold a payout, but we are not obliged to resolve the underlying professional dispute.
• Governing law. These Terms are governed by the laws of Bangladesh, and the courts of Dhaka, Bangladesh have exclusive jurisdiction — except that if you are a consumer, you keep the protection of the mandatory laws of your country of residence and may bring proceedings there.
• Claims must be brought individually, not as part of a class or representative action, to the extent that is permitted where you live.

19. App store terms

• Your use of the app is also subject to the terms of Apple's App Store or Google Play.
• This agreement is between you and Mashwara only — not with Apple or Google. They are not responsible for the app, its content, maintenance or support.
• Apple and Google are third-party beneficiaries of these Terms and may enforce them against you.
• Purchases made through an app store may be refundable under that store's own policy, in addition to §8.

20. General

• Changes. We may update these Terms. We will post the new version here with a fresh "last updated" date and, for material changes, notify you in the app or by email at least 14 days before they take effect. Continuing to use the Service after that means you accept them.
• Whole agreement. These Terms and the Privacy Policy are the entire agreement between us about the Service.
• Severability. If a provision is found unenforceable, the rest stays in force.
• No waiver. If we do not enforce a right, we have not waived it.
• Assignment. You may not assign these Terms. We may assign them to an affiliate or successor.
• Force majeure. Neither party is liable for failure caused by events outside its reasonable control.
• Language. These Terms are written in English. Any translation is provided for convenience, and the English version prevails in case of conflict.

21. Contact us

For support, disputes, privacy questions and legal notices, email support@mashwaraapp.com.