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Refund
Refund Guidelines & Standards
Our commitment to transparency and fairness in every transaction.
Last Updated: June 2, 2026
📌 Key Policy Summary
- Refund Window: You have 7 calendar days from the date of purchase to request a refund.
- No Exchanges: Course exchanges are not offered. If unsatisfied, please use the refund process.
- Refund Method: Refunds are processed to your original payment method via Paymob.
- Processing Time: 5–14 business days after approval.
1. Introduction
At Hekma Academy, we strive to deliver high-quality online education and training. We understand, however, that there may be circumstances where a refund is warranted. This Refund & Exchange Policy outlines the conditions, process, and timeframes for requesting a refund for courses and services purchased through our Platform at hekma-academy.com.
This policy is designed to be transparent and fair, in accordance with applicable Egyptian consumer protection laws.
2. Refund Eligibility
⏰ Important Timeframe
Refund requests must be submitted within seven (7) calendar days from the date of purchase. Requests received after this period will not be eligible for a refund.
To be eligible for a refund, the following conditions must be met:
- The refund request is submitted within 7 calendar days of the original purchase date.
- The request is accompanied by a valid reason as outlined in Section 3 below.
- The user has not consumed more than 25% of the total course content.
3. Refund Conditions
Refunds may be granted under the following circumstances:
3.1 Technical Issues
If you experience persistent technical problems that prevent you from accessing or using the purchased course, and our support team is unable to resolve the issue within a reasonable timeframe, you are entitled to a full refund.
3.2 Content Discrepancy
If the course content is significantly different from what was described in the course listing at the time of purchase, you may request a refund. “Significantly different” means that the core subject matter, promised deliverables, or learning outcomes do not match the published description.
3.3 Duplicate Purchase
If you accidentally purchased the same course twice, the duplicate transaction will be refunded in full upon verification.
3.4 Other Valid Reasons
Hekma Academy will review each refund request on a case-by-case basis and may, at its sole discretion, approve refunds for other legitimate reasons.
4. Non-Refundable Situations
⚠ Refunds Will NOT Be Granted In The Following Cases
- Expired Refund Window: The refund request is submitted more than 7 calendar days after the date of purchase.
- Substantial Content Consumption: The user has accessed or consumed more than 25% of the total course content (including videos, materials, and assessments).
- Change of Mind After Engagement: The user has actively engaged with the course content and subsequently decides they no longer wish to continue.
- Failure to Meet Technical Requirements: The user’s device or internet connection does not meet the technical requirements clearly stated on the course page prior to purchase.
- Violation of Terms: The user’s account has been suspended or terminated due to a violation of our Terms & Conditions.
- Bundled or Package Deals: For courses purchased as part of a bundle, individual course refunds are not available unless the entire bundle is returned within the refund window.
5. Exchange Policy
🔄 No Exchanges
Hekma Academy does not offer course exchanges. All purchases are for the specific course or service selected at the time of checkout. You cannot exchange a purchased course for a different course.
If you are unsatisfied with a course, we encourage you to submit a refund request within the 7-day refund window as outlined in this policy. After receiving a refund, you are free to purchase a different course of your choosing.
6. How to Request a Refund
To initiate a refund request, please follow these steps:
📧 Step-by-Step Refund Process
- Send an email to info@hekma-academy.com with the subject line: “Refund Request”
- Include the following information in your email:
- Your full name and registered email address
- Order number or transaction reference
- Name of the course(s) for which you are requesting a refund
- Date of purchase
- Detailed reason for the refund request
- Acknowledgement: Our team will acknowledge receipt of your request within 2 business days.
- Review: Your request will be reviewed against the conditions outlined in this policy. We may contact you for additional information if needed.
- Decision: You will be notified of the approval or rejection of your refund request via email.
- Processing: If approved, the refund will be processed within 5–14 business days to your original payment method via Paymob.
Note: The time for the refund to appear in your account may vary depending on your bank or financial institution.
7. Partial Refunds
In certain circumstances, Hekma Academy may offer a partial refund at its sole discretion. Partial refunds may be considered when:
- A portion of the course has been completed, but a valid refund reason exists for the remaining content.
- The course includes both refundable and non-refundable components.
- A mutual agreement is reached between the user and Hekma Academy regarding a partial resolution.
The partial refund amount will be determined by Hekma Academy based on the specific circumstances of each case.
8. Promotional and Discounted Purchases
Courses purchased at a discounted rate, through promotional offers, coupon codes, or special deals are eligible for a refund under the same conditions outlined in this policy. The refund amount will be limited to the actual amount paid by the user at the time of purchase — not the original listed price.
9. Free Courses and Trials
Free courses, trial access, and complimentary content provided by Hekma Academy are not eligible for refunds, as no financial transaction has occurred. If you experience issues with free content, please contact our support team for assistance.
10. Dispute Resolution
We believe in resolving disputes amicably and in good faith. If you are dissatisfied with the outcome of your refund request:
- Contact Us First: Please reach out to info@hekma-academy.com to discuss your concern. Our management team will review your case personally.
- Escalation: If the matter cannot be resolved through direct communication, you may file a complaint with the Egyptian Consumer Protection Agency (CPA) in accordance with the Egyptian Consumer Protection Law No. 181 of 2018.
- Legal Proceedings: Any unresolved disputes shall be subject to the exclusive jurisdiction of the competent courts in the Arab Republic of Egypt.
