Socrates AI — Return & Refund Policy (DRAFT)

This is a working draft, not an attorney-reviewed policy. It describes how refunds for Socrates AI Study Passes work, checked against how the checkout and payment code actually behave (config/passes.ts, server/passes.ts, server/paymob.ts, server/fawry.ts). It is part of, and should be read with, our Terms of Service (§5). No attorney has reviewed this document.

Last updated: 28 September 2026.

1. The short version

• A Study Pass is a one-time payment for 1, 6 or 12 months of Plus, Pro or Ultra. It never renews and we never save your card, so there is nothing to cancel and you will never be charged again unless you buy another pass.
• Because Socrates AI is a digital service that starts working the moment your payment goes through, we don't offer refunds for a change of mind or for time you didn't use.
• We always refund you when something went wrong on our side or with the payment itself: a double charge, a pass that never activated, a payment for a pass the app couldn't apply, a payment you didn't authorise, or a long outage we caused. The details are in §3.
• Nothing in this policy takes away a refund right the law gives you, including under Egypt's Consumer Protection Law (Law No. 181 of 2018) or the consumer law of the country you live in (§6).

"Return" in this policy means a refund. There is nothing physical to send back.

2. What you're buying

When you buy a Study Pass you choose a plan (Plus, Pro or Ultra) and a term (1 month = 30 days, 6 months = 183 days, 12 months = 365 days). You pay once, in Egyptian pounds (EGP), by Visa or Mastercard through Paymob. Fawry is no longer offered for new purchases. Your pass starts as soon as the payment is confirmed.

Before you pay, the checkout tells you exactly what you'll get, including these rules:

• Buying the same plan early adds the new days to the end of your current pass. You don't lose any days.
• Buying a higher plan starts it today. Time left on a lower pass is not carried over. The checkout warns you before you pay, so this is not a refund reason.
• Buying a lower plan while a higher one is running is blocked, so you can't pay to downgrade yourself by mistake.
• When a pass ends, your account goes back to the plan it had before. Your notes, flashcards, files and chats are not deleted.

3. When we give a refund

We give a full refund of what you paid for the pass in each of these cases:

1. Double charge. You were charged more than once for the same purchase.
2. Pass never activated. Your payment went through but your plan didn't change, and we can't activate it for you within 3 business days of you telling us. If we can activate it, you can choose the activation or the refund.
3. Wrong pass applied. You were given a different plan or term from the one you paid for, and we can't correct it within 3 business days. You can choose the correction or the refund.
4. Payment we couldn't apply. Sometimes an account changes between checkout and payment (for example, a higher plan was added in between). When that happens the app doesn't guess: it holds the payment for review. We contact you, and you choose between having the pass applied later or a full refund.
5. Payment you didn't authorise. Someone paid from your card, wallet or account without your permission. Please also tell your bank or wallet provider. Once we confirm it, we refund the payment and remove the pass.

We give a partial refund or an extension in this case:

6. Long outage caused by us. If Socrates AI is unavailable to you for more than 72 hours in a row while your pass is active, because of a problem on our side, we'll add the lost days to your pass. If you'd rather have the money, we'll refund the value of those days instead (the pass price divided by its number of days, times the days lost). Short interruptions, planned maintenance we announced in advance, and problems with your own device or internet connection don't count.

We also refund you whenever the law requires it (§6), even if your case isn't listed here.

4. When we don't give a refund

• Change of mind, or deciding you don't need the pass any more.
• Time you didn't use, including when a pass ends before you used it much.
• Choosing the wrong plan or term. Check the checkout summary before you pay. If you bought a lower plan and then upgrade, the unused lower-plan time isn't carried over (§2).
• AI answers that were wrong or not helpful. The tutor can make mistakes (Terms of Service §6). If something in the app isn't working properly, tell us and we'll look at it, and if it's a fault on our side covered by §3, that section applies.
• Accounts suspended or closed for breaking our rules (Terms of Service §4 and §8).
• Free extras: bonus messages, gift passes, trials, launch offers and anything else you didn't pay for.
• Fees charged by someone else, such as your bank's card or currency fees or a fee a Fawry outlet adds. If the refund is because of our mistake (cases 1 to 5 in §3), we also refund any payment fee that was shown to you at our checkout.

If we close the Service, or close your account when you haven't broken our rules, we refund the unused days of your pass (Terms of Service §8).

5. How to ask for a refund

Email support@socratesai.app (or use the contact form) within 30 days of the payment, or within 30 days of the outage for case 6. Please include:

• the email address on your Socrates AI account;
• the plan and term you bought, and the date you paid;
• how you paid (card through Paymob, or Fawry for a historical purchase);
• the payment reference: the transaction number on your Paymob receipt, or your Fawry reference code;
• a short description of what went wrong.

What happens next:

• We reply within 3 business days, either with a decision or a question if we need more information.
• If we approve a refund, we send it within 7 business days of approving it.
• Card payments (Paymob) are refunded to the same card. Your bank can take another 5 to 14 business days to show the money back, and the timing depends on your bank, not on us.
• Historical cash payments (Fawry) can't be reversed back into cash automatically. We'll ask you for a bank account, InstaPay address or mobile wallet in the name of the account holder or their parent or guardian, and send the refund there.
• Refunds are paid in Egyptian pounds (EGP), for the amount you paid us.

When a refund goes through, the pass it paid for is removed and your account goes back to the plan it would otherwise be on. Nothing you created is deleted.

If you're under 18, your parent or guardian can ask for the refund for you. Card refunds always go back to the card that paid.

Chargebacks: please contact us before asking your bank to reverse a payment. We can usually fix the problem faster. If a chargeback is opened, we may pause the pass it paid for while the bank reviews it.

6. Your legal rights

This policy is what we promise on top of the law, not instead of it. If a law that applies to you gives you a right to cancel, return or get a refund, including Egypt's Consumer Protection Law (Law No. 181 of 2018) or mandatory consumer rules in the country you live in, that right applies even where this policy says "no refund". Tell us which right you're relying on and we'll honour it.

7. Card subscriptions

Socrates AI does not currently sell monthly subscriptions that renew automatically. If we ever offer them, we will update this policy, including how to cancel, before they go on sale.

8. Changes to this policy

We may update this policy, for example if we add a new payment method. Changes don't affect purchases you already made: each purchase is covered by the version in force when you paid. For a change that reduces your refund rights, we'll also show a notice in the app, as described in the Terms of Service §11.

9. Contact

support@socratesai.app, or the contact form at https://www.socratesai.app/contact.

Document status: DRAFT. No attorney has reviewed this document. The refund rules above are the operator's chosen business policy (refunds for errors, unauthorised payments and outages, plus anything the law requires). They are not a claim that this policy has been checked against every country's consumer law.