Lurnnet Refund and Cancellation Policy

Version: 1.1.0 Effective date: 13 August 2026 Replaces: 1.0.0 (20 July 2026)

If you live in Egypt, an Arabic version will be published at the same address. Until then, this English version applies. Where a later Arabic version is published for users in Egypt, that Arabic version controls if the two conflict.

Plain-language summary (read this first)

This Policy is for teachers (Subscribers) only. Students, TAs, and Parents do not pay Lurnnet — there is nothing to refund.

Your statutory right (Egyptian Consumer Protection Law no. 181 of 2018): as a distance-purchase consumer, you have 14 calendar days from the start of your subscription to change your mind and request a refund — for any reason — unless you have already substantially consumed the Service (the "fully availed" exception under Article 41(1)).

Lurnnet's "fully availed" trigger (when your 14-day window expires early, Egypt only): you have consumed more than 25% of your billing period's pooled AI-credit allowance (including any purchased top-ups). We keep timestamped records of that consumption and will use them in a refund or chargeback dispute.

Beyond the 14-day window: refunds only where Lurnnet has materially failed to deliver the Service as the Consumer Protection Law requires. No general no-questions-asked refund.

How to ask: email support@lurnnet.com from your Lurnnet-registered address. Cooling-off refunds are paid within seven days. We will not take longer than the Consumer Protection Law allows. Other approved refunds are processed within 14 working days, to the original payment method.

Auto-renewal: monthly and annual plans auto-renew unless you cancel. Annual plans get a 7-day reminder before the renewal charge.

1. Scope

This Policy applies only to teacher Subscribers who pay Lurnnet a subscription fee under the Subscriber Terms (Part A) at /legal/terms and the Subscription Terms at /legal/subscription.

This Policy does not apply to:

• Students or TAs — they do not pay Lurnnet.
• Parents — they do not have a Lurnnet account and do not pay.
• Third-party charges (Apple App Store / Google Play in-app purchases, where any) — those are governed by Apple's or Google's policies. Lurnnet subscriptions are billed through Tap Payments (GCC) and Paymob (Egypt) on the web, not through the App Store or Play.

2. Statutory framework

Lurnnet's Refund and Cancellation Policy is anchored in the Egyptian Consumer Protection Law no. 181 of 2018 ("CPL") and its Executive Regulations:

• CPL Articles 37–38 — pre-contract information and a durable copy of the distance contract.
• CPL Articles 20 and 25 — quality and remedies where a service is not delivered as agreed.
• CPL Article 40 — distance-selling 14-day cooling-off / change-of-mind window, and a seven-day refund for services.
• CPL Article 41(1) — the cooling-off right lapses if the consumer has fully availed the service before the window ends.

Articles 40 and 41(1) are Egyptian distance-contract rules. Where you live in Saudi Arabia, the UAE, Bahrain, Kuwait, Qatar, or Oman, your local consumer-protection law still applies. Where that law gives you a stronger refund right, those rights apply. We do not treat Article 41(1) as the GCC test.

3. The 14-day cooling-off window (Article 40)

3.1. Right and length

You have a right to 14 calendar days from the start of your paid subscription to cancel and receive a full refund of any fees paid for the unused period — for any reason or no reason. For teachers in Egypt this is the distance-selling cooling-off right under CPL Article 40. We apply the same 14-day window as a contractual right for other teachers; local consumer law still applies where it is stronger.

The 14-day window is the same for both monthly and annual subscriptions (Lurnnet has chosen to apply the same window across both, exceeding the strict CPL minimum).

3.2. When the window starts

The window starts on the date Lurnnet activates your paid subscription — i.e., the date Lurnnet successfully charges your payment method for the first paid period.

3.3. Trial-to-paid conversion

If you start with a trial and convert to paid, the 14-day window starts on the date of conversion (the first paid charge), not on the trial start.

3.4. Renewal

A renewal charge does not restart the 14-day window. The cooling-off right is for the initial purchase only. Renewals are governed by §6 (auto-renewal cancellation).

3.5. The "fully availed" carve-out (Article 41(1))

Under Egyptian CPL Article 41(1), you lose the cooling-off right where you have fully availed the Service before the window ends. Lurnnet's specific "fully availed" trigger (Egypt) is:

• you have consumed more than 25% of your billing period's pooled AI-credit allowance (the pooled allowance scales with your active-Student count and is set in the Subscription Terms §6; for annual subscriptions, this is computed against the monthly equivalent).

If that trigger fires, the 14-day cooling-off right ends. Your current AI-credit consumption is shown on the billing dashboard. Lurnnet keeps timestamped AI-invocation records and will rely on those records (absent manifest error) in a refund, chargeback, or "fully availed" dispute.

The "fully availed" trigger is Lurnnet’s operational test of Article 41(1). It does not affect your separate statutory right to a remedy where Lurnnet has materially failed to deliver the Service. It does not apply as the GCC test; local consumer law in Saudi Arabia, the UAE, Bahrain, Kuwait, Qatar, or Oman still applies where it is stronger.

3.6. How to exercise the cooling-off right

Email support@lurnnet.com from your Lurnnet-registered address with subject line "14-day cancellation" and the following details:

• your name;
• your email address registered to your Lurnnet account;
• the date your paid subscription started (Lurnnet sees this in your billing record);
• (optional) the reason — Lurnnet does not require a reason but the input helps Lurnnet improve.

Lurnnet confirms we received the request as soon as we can, and refunds within seven days. We will not take longer than Article 40 allows for services.

3.7. Refund amount

The refund is the full subscription fee for the relevant billing period. Lurnnet does not deduct a usage fee for the period before cancellation (the cooling-off right is precisely the right to no charge for the period before the User changes their mind), unless the "fully availed" carve-out under §3.5 has fired.

3.8. Refund method

The refund is to your original payment method. Where the payment method has expired or been closed, Lurnnet will work with you to identify a substitute method (typically a wire transfer to a bank account in your name).

4. Refund for Lurnnet's material failure

Beyond the cooling-off window, you may seek refund, repair, or re-provision where the Consumer Protection Law gives you a remedy because Lurnnet has materially failed to deliver the Service as agreed.

4.1. Examples of material failure

• Lurnnet has been unavailable for an extended period without scheduled-maintenance disclosure (refer to the SLA in the Subscription Terms; absent a published SLA, the standard is "the level of availability a reasonable Subscriber would expect for an EdTech B2B SaaS service in this region").
• A persistent material defect in the AI tutor (e.g., the safety gate failing repeatedly), in AI-assisted grading, or in core features of the Service has materially impaired your use.
• Lurnnet has materially breached the DPA in a way that causes you direct loss.
• Lurnnet has materially breached the security commitments in the Privacy Policy / DPA.
• Lurnnet has changed material terms without offering re-acceptance or a refund (in breach of the Terms §25).

4.2. The remedy menu

The Consumer Protection Law lets you choose a reasonable remedy from:

(a) re-provision — Lurnnet fixes the defect or extends your subscription by the affected period;

(b) repair — Lurnnet remediates the underlying issue, with credit for downtime;

(c) refund — pro-rated refund for the unused / impaired portion of the subscription, plus, where applicable, refund of the entire current billing period if the failure is so material that the consumer cannot reasonably continue.

Lurnnet works in good faith to choose the remedy least disruptive to you and proportionate to the failure.

4.3. How to claim

Email support@lurnnet.com with subject line "material-failure refund / remedy claim", the details listed in §3.6, and a description of the failure. Lurnnet acknowledges within 5 working days and responds substantively within 15 working days. The substantive response will either offer a remedy, request more information, or explain why the claim is rejected. Where rejected, Lurnnet's response includes the appeal route.

5. Cancellation (no refund)

You may cancel your subscription at any time, separate from any refund question, through your account Settings → Subscription → Cancel. Cancellation:

• takes effect at the end of the current billing period;
• means no further charges from Lurnnet;
• does not entitle you to a refund of the current billing period (unless §3 or §4 applies);
• preserves your access to the Service until the end of the period.

After cancellation takes effect, class data is held in a restricted state for 30 days so you can export it. Export is your sole responsibility. We then permanently delete what remains, as in the DPA §15. We are not a backup service.

6. Auto-renewal

6.1. Default behaviour

Subscriptions auto-renew unless cancelled.

• Monthly — auto-renews monthly on the same calendar day (or the closest available day for short months).
• Annual — auto-renews annually on the anniversary of the start date.

6.2. Pre-renewal disclosure

For annual subscriptions, Lurnnet sends a renewal reminder by email at least 7 calendar days before the renewal charge. The reminder includes:

• the renewal date;
• the renewal amount in your billing currency, including VAT;
• a one-click cancellation link;
• a link to update your payment method.

For monthly subscriptions, no separate reminder is sent because the renewal cadence is short and the cost lower; you can disable auto-renewal at any time through Settings → Subscription → Auto-renew.

6.3. Failed payment

If Lurnnet's auto-renewal charge fails, the account enters the dunning sequence in the Subscription Terms §10, with email notice at each step:

1. from the first day the invoice is overdue, a grace period during which the Service continues while you update your payment method;
2. if unpaid 15 days after the invoice fell due, suspension of paid features and above-floor usage (your Class data is preserved in a restricted state);
3. if unpaid 45 days after the invoice fell due, Lurnnet may cancel the subscription. Cancellation starts a 30-day restricted window for you to export Class data. Export is your sole responsibility. After 30 days remaining Class data is permanently deleted, except records the law requires.

6.4. Cancelling auto-renewal

Cancel auto-renewal at any time through Settings → Subscription → Auto-renew. Cancellation does not end your current paid period — you keep access until the end of the period — but it prevents the next charge.

7. Tax adjustments and currency

Where local tax law (Egypt VAT 14%; KSA 15%; UAE 5%; Bahrain 10%; Oman 5%; Kuwait and Qatar none currently) changes, refunds are calculated against the gross amount you paid (including any VAT charged at the time of the original transaction). The refund is in your original billing currency.

If a refund crosses a currency change between purchase and refund (rare), Lurnnet uses the rate that places you no worse than your original purchase, in good faith.

8. Disputes about refunds

If you disagree with Lurnnet's refund decision, you may:

1. Appeal internally — reply to Lurnnet's refund response with your reasoning. The appeal is reviewed by a different Lurnnet team member within 15 working days.
2. Escalate to the regulator — for Egyptian Subscribers, the Consumer Protection Agency (under CPL); for GCC Subscribers, the equivalent consumer-protection authority. A regulator complaint does not, by itself, move a court case out of Cairo.
3. Court — any formal legal proceedings under this Policy must be brought in the courts of Cairo, Egypt, which have exclusive jurisdiction to the maximum extent local law permits (Terms §24).

8.1. Refunds outside this Policy are discretionary

Except where this Policy or non-waivable consumer law (in Egypt, CPL Articles 40 and 25, and Article 41(1) for the cooling-off carve-out) requires a refund, refunds are at Lurnnet's reasonable discretion. No refund or credit is due for partial billing periods, unused features, or features you chose not to use, except as expressly stated in this Policy.

8.2. Chargebacks

Contact Lurnnet under §8 before initiating a card chargeback or payment dispute. A chargeback is not a substitute for the refund process in this Policy.

If you initiate a chargeback for a charge that this Policy or applicable law does not entitle you to recover, Lurnnet may suspend the affected account while the dispute is open, will contest the chargeback with timestamped evidence of your acceptance and usage (including AI-credit consumption from our metering records), and may provide that evidence to Paymob, Tap, or the acquiring bank. Where the chargeback is resolved in Lurnnet's favour, Lurnnet may condition reinstatement on repayment of the disputed amount and the payment processor's dispute fee.

Metering records generated by the Service (AI-credit consumption and other usage we log) are, absent manifest error, the authoritative record for "fully availed" and chargeback disputes.

Nothing in this clause limits your non-waivable right to dispute unauthorised or erroneous charges with your bank.

9. Special cases

9.1. Termination by Lurnnet for cause

If Lurnnet terminates your subscription for your material breach of the Subscriber Terms, AUP, Teacher Warranty, Copyright page, AI Features Disclosure, or DPA — including uploading pirated or infringing class materials — Lurnnet may decline a refund of the unused period. This Policy does not require Lurnnet to refund a Subscriber whose own breach caused the termination.

9.2. Termination by Lurnnet for safeguarding cause

If Lurnnet terminates your subscription because of a credible safeguarding concern about a Student in your Class, Lurnnet may suspend without notice and, depending on the matter, decline a refund pending the safeguarding investigation. Where the safeguarding finding does not warrant termination, Lurnnet refunds the unused period pro-rata.

9.3. Lurnnet discontinuing the Service

If Lurnnet discontinues the Service or a material feature you rely on, Lurnnet:

1. gives at least 60 calendar days' notice of the discontinuation;
2. offers you migration to an equivalent offering (where one exists); or
3. refunds the pro-rated unused portion of your subscription;
4. extends the DPA's deletion-or-return window to 60 days for subscribers affected by discontinuation, to give you time to extract Class data.

9.4. Lurnnet acquired or merged

In the event of a Lurnnet acquisition or merger, the Terms §26 (assignment) governs. Refunds remain available under this Policy on the same terms as before the transaction; the acquirer assumes Lurnnet's obligations.

9.5. Force majeure

Lurnnet is not liable for delay or failure caused by events outside its reasonable control (Terms §23). However, where a Force Majeure event causes Lurnnet to materially fail to deliver the Service for an extended period (15+ days), Subscribers retain the §4 remedy menu — re-provision, repair, or refund as appropriate.

10. Receipts and tax records

Lurnnet issues receipts for all charges, refunds, and credits. Receipts are accessible at Settings → Billing → Receipts. You can export them as PDF or CSV for your tax records.

Lurnnet retains tax records (transactions, refunds, VAT calculations) for the legally-required retention period (Egypt: 5 years per Egyptian VAT Law no. 67 of 2016; KSA / UAE / Bahrain per local tax law). The Privacy Policy §7 lists the retention periods.

11. Changes to this Policy

Lurnnet may amend this Policy from time to time. Lurnnet will give at least 30 calendar days' notice of any change, by in-app notice and email.

Material changes (changes that materially reduce your refund rights, materially restrict the cooling-off window, materially shift the burden of proof, or materially expand the "fully availed" carve-out) require active re-acceptance.

Non-material changes take effect on continued use after the notice period.

In any case, changes do not retroactively affect refund rights for subscriptions already in force — those rights remain governed by the Policy in force at the time of the original subscription.

12. Contact

Effective date: 13 August 2026 Version: 1.1.0 Document URL: /legal/refunds Companion documents: Terms of Service /legal/terms (Part A — Subscriber Terms) · Subscription Terms /legal/subscription · Privacy Policy /legal/privacy · DPA /legal/data-processing-agreement · Cookie Policy /legal/cookies · AUP /legal/acceptable-use · EULA /legal/eula · AI Features Disclosure /legal/ai-features