This Refund Policy sets out when money paid on Khebretk comes back, when it does not, and how to ask. It applies to every purchase on the marketplace — files, courses, and consulting sessions — and it binds buyers and sellers alike. By completing a payment you confirm that you have read and accepted it together with our Terms & Conditions.
1. Who Decides, and Who Pays
Khebretk takes every payment on the marketplace, so Khebretk processes every refund and decides it under this Policy. A seller cannot refund you directly and cannot overrule a refund we have approved. A seller may offer terms more generous than this Policy on their own listing — where they have, the listing wins. The cost of an approved refund comes out of the seller's share of that order, and our commission on it is returned as well.
2. The 14-Day Window
Ask within 14 days of the payment. After 14 days a purchase is final, except where a longer period is required by law, or where the problem is that you never received what you paid for and you told us about it within the window. For a consulting session, the 14 days run from the session, not from the booking.
3. Downloadable Files
A file is delivered the moment your payment clears, and downloading it is the point of no return: once a file has been downloaded, a change of mind is not a ground for a refund. Before you have downloaded it, and within the 14-day window, you may ask to cancel a file purchase and we will refund it. A file that is corrupt, incomplete, locked, in a format the listing did not state, or materially different from what the listing described is refundable whether or not you downloaded it.
4. Courses
A course is refundable within the 14-day window if you have consumed no more than a small part of it — as a guide, up to 20% of its lessons — or if it is materially different from what the listing described, is missing content it promised, or has become inaccessible for reasons on the seller's side or ours. Working through most of a course and then asking for the money back is not a ground for a refund. If a seller unpublishes a course you bought, your access continues; that is not a refundable event on its own.
5. Consulting Sessions
If the seller cancels, does not appear, or is more than 15 minutes late, you may choose a free reschedule into any other open slot or a full refund. Cancel or reschedule at least 24 hours before the session and you get a full refund or a free move. Cancel inside 24 hours and the session is not refundable, because the seller has held the time. If you do not attend and did not tell the seller, you have received the session. A session that could not go ahead because of a technical failure on our side is refundable in full.
6. When We Refund
We refund where: you were charged more than once for the same order; you were charged and the product was never delivered and we cannot deliver it within a reasonable time; the product is materially not what the listing described; a file is corrupt or unusable and the seller cannot supply a working one; a consulting session did not happen for the reasons in Section 5; the charge was not authorised by you; or the seller has agreed to it. We may refund in other circumstances at our discretion, and doing so once does not oblige us to do it again.
7. When We Do Not
We do not refund for: changing your mind after downloading a file or working through most of a course; buying the wrong product where the listing described it accurately; not having the device, software, or prior knowledge the listing said you would need; a product that is accurate but not to your taste, or that did not produce the result you hoped for; a course or file you no longer have time for; a session you missed without notice; or a request made after the 14-day window. Dissatisfaction with a seller's opinion or teaching style is not a defect.
8. How to Ask
Email [email protected] from the address on your Khebretk account, with "Refund request" in the subject. Include the order reference, the date of the payment, and a short description of the problem — a screenshot or a screen recording helps for anything technical. Contacting the seller first is welcome and is often faster, but it does not pause the 14-day window, so send the email as well. A request from an address that is not on the account cannot be verified and will be delayed.
9. How We Decide
We acknowledge a request within 2 business days and decide within 7. We will ask the seller for their side where the request turns on the product itself, and we may come back to you for more detail. You will get the decision, and the reason for it, in writing. If new evidence appears, you may ask us to look at it again once.
10. How an Approved Refund Is Paid
An approved refund goes back to the payment method that paid, through Paymob, within 5 to 14 business days of approval. Your bank or wallet provider may take a few days more to show it. Refunds are made in Egyptian pounds in the amount charged; exchange-rate movements and any fee your own bank charges are outside our control. Access to the refunded product is withdrawn on approval, and you must stop using it and delete any copy you downloaded.
11. What a Refund Means for the Seller
A refund is taken from the seller's pending balance for that order, which is why a sale clears to available balance only 7 days after it is made. If a refund is approved after the order has cleared and been paid out, the amount is offset against the seller's future earnings. Our commission on a refunded order is returned as well — we do not keep a commission on a sale that was undone. Sellers can see every refunded order, and the reason for it, in their dashboard.
12. Chargebacks
Come to us before raising a chargeback with your bank. A chargeback takes weeks, freezes the seller's money while it runs, and costs a fee whatever the outcome — where the claim is valid, we can simply refund you faster. Raising a chargeback that is found to be invalid may result in suspension of your account and loss of access to everything bought through it, and we may pass on the fees charged to us.
13. Your Statutory Rights
Nothing in this Policy limits rights you have under consumer-protection law that cannot be waived, including under Egypt's Consumer Protection Law. Where the law requires a refund beyond what is written here, the law applies. By buying digital content and accessing it immediately, you ask for it to be supplied at once and accept that any statutory withdrawal period ends when supply begins, to the extent your law allows that.
14. Changes to This Policy
We may update this Policy. We will change the "Last updated" date above, and a change applies only to purchases made after it takes effect — an order is always judged by the version of this Policy that was in force when it was paid for.
Questions about this policy? Email us at [email protected]