Refund & Cancellation Policy

1. Cancelling

Every payment buys 30 days of a plan, and plans don’t renew automatically. When the 30 days end, your account goes back to the free plan and we won’t charge you again. There are no cancellation fees, and you don’t need to do anything to stop paying.

2. When you can get a full refund

Change of mind: within 7 days

We’ll refund the full amount if both of these are true:

• you ask within 7 days of the payment, and
• since paying, you’ve used no more than 2 tutor sessions (for a Mashq Pro plan: no more than 2 practice sets).

Our mistake: always

• You were charged twice for the same thing.
• You paid but your plan wasn’t activated, and we can’t fix it within one working day.
• A problem on our side stopped you using your plan for a significant part of the period. We’ll either refund the unused part or add the lost days, whichever you prefer.

3. When we don’t refund

• After 7 days, or after more than 2 sessions or practice sets, except in the cases under “Our mistake”.
• For the unused days of a plan you stop using part-way through.
• When you upgrade: the new plan starts immediately, and the remaining days of the old plan aren’t refunded (unless the upgrade itself falls within the 7-day rule).
• If your account was closed for seriously breaking our Terms of Service.

4. How to ask for a refund

Email rumaisaa.saya@emualim.com from the email address on your account, with the subject “Refund request”. Include:

• the payment number shown on your billing page (for example #42), and
• a line on why. This doesn’t affect the decision, but it helps us improve.

We’ll confirm within 2 working days.

5. How you get the money back

• Card payments go back to the same card through Safepay. Once we’ve approved it, your bank usually shows the refund within 5–15 working days.
• Bank or wallet transfers go back to the account you paid from, within 5 working days of approval.
• We refund the amount you paid us. We can’t refund fees your own bank charged (for example for currency conversion).
• When a refund is issued, the plan it paid for ends.

6. Questions

If something doesn’t feel fair, talk to us at rumaisaa.saya@emualim.com or through our contact page. We’d rather sort it out with you directly.