Refund & Cancellation Policy

This Refund & Cancellation Policy governs all financial ledger operations, internal wallet balances, and withdrawals for all Workspace Owners, teachers, educational centers, and students (collectively referred to as "Users") using Hessity. This policy constitutes an integral part of the Hessity Terms of Service and directly governs the provisions of Section 7.4 and Section 12 (Termination & Suspension) of the Terms.

In the event of any conflict or inconsistency between the English version and the Arabic version of this policy, the Arabic version shall prevail as the official contracting language.

Hessity operates strictly as a digital ledger, registration, and payment infrastructure layer connecting students, parents, and Workspace Owners.

• Fixed Enrollment: Because secondary and primary group structures in Egypt require fixed scheduling, students or parents cannot cancel a booked session, group enrollment, or subscription from their end via the platform.
• Workspace Owner Control: All attendance, scheduling, operational cancellations, or credit adjustments are entirely managed and executed by the respective Workspace Owner or teacher. Hessity does not initiate refunds for student no-shows, dissatisfaction, or student-side cancellations.
• Cash Transactions: Any cash payments or top-ups recorded manually by the Workspace Owner on the platform are subject to the center/teacher's internal operational rules. Hessity is not responsible for issuing cash refunds for transactions executed outside the digital gateway.
• Monthly subscriptions: If a workspace owner cancels any portion of a service covered by a prepaid monthly subscription, the prorated value of the cancelled portion is credited to the user's internal wallet based on the workspace owner's action. Prorated refunds are subject to workspace settings and are not issued automatically by the platform without workspace owner action.

Money movement on Hessity follows three separate flows. Workspace Owners control charge refunds and ledger credits only — not digital top-ups or withdrawals.

• Third-Party Processors & Fees: Digital top-ups and payments are processed via secure third-party payment gateways (including Paymob). All applicable third-party gateway processing fees are borne directly by the User making the transaction. Hessity acts strictly as a ledger layer and holds no liability for gateway outages, bank-side processing delays, or transactional network errors.
• Digital top-ups: When a digital top-up is completed successfully through the payment gateway, the net amount (excluding non-refundable gateway fees) is credited automatically to the User's internal Hessity e-wallet. No Workspace Owner approval is required, and no human approval is involved.
• Charge refunds: Refunds of session charges, subscriptions, or other ledger credits are authorized only by the respective Workspace Owner or teacher. When a Workspace Owner approves a charge refund, the credited amount appears in the user's internal wallet instantly upon approval. Hessity does not control the timing of the Workspace Owner's approval.
• No Direct Card Reversals: Successful digital top-ups and charge refunds are reflected only as internal wallet balance. Hessity does not process automated direct reversals or chargebacks back to credit/debit cards.
• Chargeback Abuse: Users agree not to abuse bank chargeback mechanisms for funds successfully credited to their internal wallet. Any transaction disputes must be raised directly through Hessity's dispute resolution process.
• Platform Success Fees: Successfully refunded charge transactions authorized by the Workspace Owner will not attract the standard platform success fees, as specified in the general Terms of Service.

Any active profile with a positive balance in their internal Hessity e-wallet (whether Student, Parent, Teacher, or Workspace Owner) is entitled to cash out their funds. Withdrawals are a User-to-Hessity process; the Workspace Owner is not involved in approving or processing withdrawals.

• Process: Users must initiate withdrawals by submitting a manual "Withdrawal Request" from their dashboard. Hessity reviews and pays out the request; no Workspace Owner approval is required.
• Limits: There is no minimum withdrawal amount required.
• Processing Time: All withdrawal requests are reviewed manually for security and compliance and are paid out via local mobile e-wallets (e.g., Vodafone Cash) within 3 to 5 business days.
• Account Termination: Per Section 12 of the Terms, account deletion or termination does not result in automated card reversals. Any outstanding wallet balance at the time of account closure must be extracted via a standard Withdrawal Request under this section before termination is finalized.
• Rejected Requests: If a withdrawal request is rejected due to invalid user data or mobile wallet errors, the funds will safely remain within the User's internal Hessity e-wallet.
• Workspace owner account termination: If a workspace owner's account (center or teacher) is terminated or suspended, users with existing wallet balances may contact Hessity support at finance@hessity.app to review available balances and facilitate withdrawal according to the platform's digital ledger records.

Any financial dispute regarding ledger balances or session payments must be raised with Hessity within 45 days of the transaction date. Hessity will review the ledger logs and respond within 15 business days, in coordination with the respective Workspace Owner.

This policy shall be governed by and construed in accordance with the laws of the Arab Republic of Egypt. Any disputes arising from these terms will be subject to the exclusive jurisdiction of the courts in Cairo.

For any financial queries, withdrawal tracking, or support requests regarding this policy, please contact finance@hessity.app or support@hessity.app.