Cancellation & Refund Policy

Version: 2026-10-29-refunds-1 · Effective date: October 29, 2026

A consolidated convenience copy of the current published documents. Each document retains its own version and effective date. The versioned legal pages and archive remain authoritative.

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Scope and payment availability

This policy covers Organization subscriptions and add-ons purchased from Soteria, operated by Daniel Ashraf Ekdawi in Cairo, Egypt. It does not govern charges collected by an Organization for its own events or reservations. Those charges follow the organizer's disclosed terms and applicable law, without excusing Soteria's responsibilities for its own acts. Individual Accounts are free and an expressly recorded 100% promotion requires no payment for its covered scope and duration. Paymob one-time hosted checkout is implemented; production settings verified on 29 October 2026 used Super Admin-only test mode, not live customer payments. Automatic recurring charging and a complete self-service refund facility are not active. This policy neither activates payment nor establishes merchant approval.

Cancelling the next renewal

For a prepaid monthly or annual subscription, ordinary cancellation prevents the next renewal and takes effect at the current paid-period end. Already paid access continues through that period, without an arbitrary early-termination penalty. A started period is not automatically prorated merely because you choose to stop renewing; statutory withdrawal, errors and service-failure remedies below remain separate. An authorized Organization representative can submit a cancellation request through the Organization package page or email [email protected] with the Organization and a safe subscription/order reference. We verify authority, record receipt and confirm the effective date. An internal approval queue must not defeat a timely lawful cancellation or permit an unauthorized renewal. There is currently no automatic recurring debit to cancel. A future recurring arrangement would require separate affirmative authorization and disclosed cancellation instructions.

Statutory withdrawal and order correction

Where the purchaser and transaction qualify under Egyptian consumer-protection law, the distance-contract withdrawal rights in Articles 40–41 of Law 181/2018 apply, including the applicable fourteen-day right, subject to the statutory starting event, conditions and exceptions. This is different from cancelling only a future renewal. The order must explain the applicable service-specific rights before purchase; contact [email protected] promptly if you wish to exercise them. The law includes an exception where the consumer has fully benefited from a service before the withdrawal period expires. Merely creating or activating an Account, beginning a subscription or accepting general terms does not automatically establish that exception or waive every right. We assess the actual service and legal conditions rather than applying an automatic “software is non-refundable” rule. This policy does not promise an unconditional fourteen-day money-back trial for every Organization purchase. Applicable order-correction rights, including the seven-working-day period under Article 38 and its implementing conditions, also remain available. A technical payment or approval status cannot remove a mandatory right. More protective agreed rights and other applicable mandatory laws remain binding.

Errors, non-provision and other remedies

Contact us about duplicate or incorrect charges, an unauthorized transaction, an unresolved debit without purchased access, or failure to provide the confirmed service. We will investigate the order, payment and delivery facts and provide the applicable correction, refund or other remedy. A material service problem is not automatically treated as voluntary cancellation. If delivery is late or the purchased service is not provided, applicable rights to termination and repayment remain available; we will not make you accept indefinite waiting instead of a remedy required by law. Any partial refund, deduction or alternative compensation must have a lawful or expressly agreed basis and be explained. A claim made after an ordinary withdrawal period is not automatically rejected if another mandatory remedy applies. Free or fully discounted access does not create a paid amount to refund. Partially discounted orders are assessed against the amount actually paid and the applicable entitlement, not an invented undiscounted payment. A paid upgrade or add-on is assessed as its own confirmed order; its period or expiry does not waive applicable rights.

How to request help or a refund

Email [email protected], or contact [email protected] / +20 120 769 6771 for help reaching the right person. Provide the Organization, safe order or transaction reference, purchase date if known, the problem and whether you seek correction, withdrawal, cancellation or a refund. You do not need to cite a law or accept new terms merely to submit a request. If you cannot access the Organization package screen, you can still contact us. We may verify identity, payer details and authority proportionately before disclosing records or returning funds. Do not send full card numbers, card security codes, PINs, one-time codes, passwords, recovery codes or unnecessary identity scans. We will explain any necessary protected verification step. We record the original receipt date, assess the applicable right and deadline, and communicate the outcome and reasons. Verification and internal referral must not silently restart a legal deadline.

Refund method and timing

A legally due refund returns through the original payment method unless another method is lawfully agreed. We will not replace an owed monetary refund with compulsory store credit or a new purchase. Any agreed alternative must be safe, documented and preserve mandatory rights. We will return an amount established as due without delay and within seven calendar days after receiving your request for an amount legally due, or sooner if the applicable law sets an earlier deadline. This is an operational commitment, not a statement that every statutory refund clock starts with our approval or your request. In particular, Article 40 specifies its own timing for goods and services; we must apply the legally required starting event and must not extend it by waiting for internal approval. Payment-method and bank processing may affect when a return is visible. We will give available confirmation/reference information and investigate a missing return; provider estimates, insufficient merchant balance or a failed refund instruction do not replace our legal obligation. We do not certify completion merely because a refund was requested, approved or reported in an unverified notification.

Manual processing, disputes and access

Current refund initiation requires authorized support/merchant handling. Soteria's application can reconcile refund observations and retains payment history, but that is not an automatic refund button or proof that money has returned. Full and partial refunds must be checked against the original payment and earlier reversals to avoid an unpaid or duplicate refund claim being recorded as completed. We will explain any lawful effect of the remedy on the purchased access and its effective date. A full refund observation does not automatically revoke all Organization access in the current app; the appropriate authorized access adjustment must be handled separately. We must not erase unrelated subscriptions, independently held data or immutable evidence merely to record a refund. A payment dispute or chargeback through your bank/payment service is a separate route. You may use available complaint and mandatory legal remedies without first accepting a new contract. Tell us if a payment has already been reversed or is disputed so we can reconcile the same amount accurately; this does not require you to waive your rights.

Information after cancellation

Cancellation, withdrawal and refund do not automatically delete Accounts, community records, attendance, legal evidence or backups. After an unpaid renewal or ended trial, the applicable seven-day grace/read-only lifecycle follows the Subscription Terms. Authorized exports, package management and essential privacy/security actions remain available within their proper scope. Data return, deletion and lawful retention follow the Organization DPA and Privacy Notice. An archive or removed membership is not complete erasure, and server changes cannot guarantee immediate deletion of exports or disconnected device copies. You may raise privacy requests separately through [email protected]; a new purchase or renewed contractual acceptance is not a prerequisite.

Complaints, applicable versions and contact

For a disputed decision, ask [email protected] for the reason, applicable order/policy version and review of the relevant evidence. You retain access to the Egyptian Consumer Protection Agency and competent courts where applicable; internal support is not a mandatory waiver or exclusive remedy. The confirmed lawful order, policy applicable to it, any more protective agreed remedy and mandatory law determine your rights. Publishing a new policy does not retrospectively reduce existing order rights or rewrite payment and consent history. Arabic is the primary maintained text with equivalent English. Legal/contact address: 1 Amin Al Shamsi Basha Street, Hegaz Square, Heliopolis, Cairo, Egypt.