Version 2026-10-21 · النسخة العربية

Refund and cancellation policy

We want you to buy with confidence. This page explains when you can get your money back and how to cancel. It is part of our Terms of use.

1. Who sells to you

• Payments in Egyptian pounds (EGP) through Paymob: you buy from us, the business that runs Masar Deutsch (our company details will be published on these pages before paid sales open). We handle your refund.
• Payments in US dollars (USD) are not offered at the moment. If we offer them later through Paddle, Paddle.com will be the merchant of record and the seller, refunds will be paid by Paddle under this policy and Paddle's buyer terms, and if Paddle's terms or your local law give you more, you get more.

2. What you buy

• A level (A0 with the Foundations, A1, A2, B1 or B2) opens for 12 months from the day your payment is confirmed.
• A combo opens several levels at a lower price than buying them one by one: the Beginner and Progress combos for 12 months, the Career combo (A2, B1 and B2) for 18 months, and Complete (A0 to B2) for 24 months. If it included a level you had already bought, the unused part of that earlier payment was taken off the combo price.
• The Sprint pass opens every level for 30 days and renews manually.

Levels and combos are one-off payments: they do not renew automatically, and nothing is charged again unless you buy again. The Sprint pass is also charged only when you press Renew. The 7-day trial, the placement test and the free sample are free, so no refund applies to them.

3. The full refund window

You will be able to have a full refund if you ask within a set number of days of the payment and have completed less than a set share of the lessons (units) that the purchase newly unlocked for you, as recorded by our server. Both numbers will be stated here before paid sales open.

This applies to each purchase: a level, a combo (to the amount you paid after any credit) and each Sprint pass payment. It applies once per product per person; this limit does not affect sections 5 and 8. When we refund, access to the levels that payment opened ends. If you refund a combo that used an earlier level purchase as credit, that earlier level gets back the end date it had before the combo.

Why the limit on lessons used: the course is digital and you can use it from the first minute. Without a limit, someone could complete a level and then ask for their money back. The limit keeps the refund fair for everyone.

4. After the refund window, or above the limit

We do not normally refund the rest of an access period once it has started and the refund window has passed, or once more of the lessons have been completed than the limit in section 3. This does not affect section 5 or your legal rights (section 8).

5. If something is wrong with the service

If the service does not work as described (for example a level you paid for cannot be opened, or a serious fault stops you studying) and we cannot fix it within a reasonable time after you tell us, you can choose a refund for the affected period or an extension of your access at no cost. If we close your account without a reason related to you, or close the service, we refund the unused part of your paid access period.

6. Cancelling the Sprint pass

• The Sprint pass renews manually: we do not keep your card and we never charge it again by ourselves. To cancel, do nothing. The pass ends on its date and your access continues until then. A monthly pass bought before the Sprint pass replaced it works the same way and keeps its end date.
• The app reminds you a few days before the end. Pressing Renew is a new payment; its 30 days start when the current ones end.
• If we ever offer an automatically renewing plan, you will be able to cancel it at any time with one click, the next payment will stop, and your access will continue until the end of the period you have paid for.

7. How to ask for a refund

1. Email [email protected] from the email address on your account. Include your order or receipt reference and, if you like, the reason (it helps us improve).
2. We reply within 1 working day.
3. An approved refund is paid to the original payment method within the time we will state here before paid sales open. Your bank or wallet may take a few more days to show it. A payment made in cash with a kiosk reference number cannot be returned to its source: we refund it to a bank account or mobile wallet that you give us in writing. Bank transfer is not currently offered as a way to pay.
4. You can also ask from Help and support in the app, choosing "A refund request". Asking is not the same as a completed refund: a person decides under this policy and tells you the result.

Please contact us before asking your bank for a chargeback; we can usually solve the problem faster. When we record a chargeback, the access paid for by that payment ends; if the chargeback is withdrawn or decided in our favour, we restore it.

8. Your legal rights

This policy adds to your legal rights; it does not reduce them, and where the law gives you more, you get more. In Egypt, Consumer Protection Law No. 181 of 2018 and its executive regulations apply, including the rules on contracts made at a distance and any right they give you to withdraw from such a contract; sections 3 and 4 do not limit that right. You can complain to the Consumer Protection Agency. If you live in the UAE, Federal Law No. 15 of 2020 on Consumer Protection may also apply. If you live in another country whose law gives you a right to cancel an online purchase, you keep that right. Our own refund in section 3 applies in every case.

9. Contact

[email protected].

This policy is published in English and Arabic. Which version applies if they differ will be stated here before paid sales open.