PERIOSYNC

Version 1.0

Refund Policy

Version 1.0 Effective date: [to be completed]

The short version

  • You pay in advance for Credits. One Credit lets you start one chart.
  • Credits are added to your Account as soon as we confirm your payment. We then send you a written confirmation.
  • Credits can't be refunded once they are added to your Account, whether used or unused, except in these cases: we received your payment but did not add your Credits; you were charged twice or by mistake; we stop the Service, or close your Account when you have not broken the Terms; we remove a core function or make a material change to the Terms that you do not accept, and you close your Account within 30 days; or the law requires a refund. The law where you live may give you other rights to a refund. You keep them.
  • In those cases where we end the contract or you leave because of our change, we refund the Credits you bought and have not used. Free and reward Credits are never refunded.
  • To claim, contact us as soon as you can (ideally within 30 days) at munyashraf99@gmail.com or on WhatsApp. Send your request reference and proof of payment.
  • Credits do not expire while your Account is open. They have no cash value and cannot be transferred or sold.
  • If you close your Account, or we close it because you broke the Terms, any Credits left on it are lost.
  • If you reverse a payment through your bank or payment provider, we may suspend your Account and remove the Credits it bought.
  • If you bought Credits before this policy and do not want to accept it, section 17 explains your options.
  • This box is a summary. The full policy below is what applies.

1. About this policy

1.1 PerioSync is operated by [to be completed], an individual trading as "PerioSync", of [to be completed]. Commercial registration / tax number: [to be completed]. In this policy, "PerioSync", "we", "us" and "our" mean the operator. "You" means the holder of a PerioSync account (your "Account").

1.2 This policy covers payments, Credits and refunds. It explains how you pay for Credits, when Credits are delivered, how they are used, and the limited cases in which we give refunds. It applies to every purchase of Credits for the PerioSync service at https://periosync.com (the "Service").

1.3 This policy forms part of our Terms of Service at /terms (the "Terms"). Words with capital letters have the meaning given in the Terms. This policy and the Terms are meant to say the same thing. If they ever differ on payments, Credits or refunds, this policy applies on that point.

1.4 Some laws give rights that a contract cannot take away. We call this "mandatory law". Consumer protection law is an example. Nothing in this policy removes or limits any right you have under mandatory law. If such a law gives you more than this policy does, you keep that right. Sections 5.4 and 7.3 explain how we apply this.

1.5 This policy is written in English. An Arabic version is available at [to be completed]. If the two differ, the English version applies, except where Egyptian consumer law or other mandatory law requires the Arabic version to apply to you.

2. Credits

2.1 What Credits are. Credits are prepaid units that you use to make charts in the Service. One Credit lets you start one chart.

2.2 When a Credit is used. A Credit is used when you start a new chart. This includes starting a chart from a link that someone shared with you. Before a Credit is used, the app shows you the cost and how many Credits you will have left, and you confirm. After that, saving and editing that chart costs nothing more.

2.3 Used Credits are not returned. We do not return a Credit once it has been used. This applies even if you do not finish the chart, start it by mistake, start it for the wrong Patient, or later ask us to delete it. There is one exception. If a fault in our systems used a Credit without giving you the chart, or a fault on our side stopped a chart from saving so that what you recorded in it was lost, tell us (section 8) and we will put the Credit back.

2.4 No expiry. Credits do not expire while your Account is open. Sections 11 and 12 explain what happens to Credits if your Account is closed or the Service ends.

2.5 What Credits are not. Credits are a prepaid right to use the Service. They are not money, a deposit, electronic money or a gift voucher, and they have no cash value. Except where this policy gives a refund, you cannot exchange Credits for money. Unless we agree in writing, you also cannot:

(a) transfer Credits to another Account, or combine the balances of different Accounts; or

(b) sell Credits or give them away.

We may remove Credits that were transferred, sold or obtained in breach of this section or of the Terms.

2.6 Usage limits. The usage limits shown in the app and described in the Terms still apply after you buy Credits. Examples are the number of signed-in devices, the monthly voice allowance, how long voice dictation stays available on a chart, and the number of Patient records. Some of these limits depend on your Credits. We may change these limits as the Terms explain.

2.7 Free and reward Credits. Section 14 covers Credits from the free trial and from referrals.

2.8 Which Credits are used first. Your balance is a single number. Where this policy or the Terms need to know which of your Credits have been used and which are left (for example for a refund, a payment reversal, a pricing error, or the removal of free or reward Credits), Credits you bought are treated as used before free-trial and reward Credits. Among Credits you bought, those from your oldest purchase are treated as used first.

3. Prices

3.1 Prices are in Egyptian pounds (EGP). The app shows them before you order. The price for each Credit depends on how many Credits you buy in one order.

3.2 The price you pay is the amount shown on your credit request, or on the checkout page, when you place the order. If we change our prices, this does not affect Credits already in your Account. It also does not affect a request you have already placed, as long as you pay the amount shown on that request.

3.3 We may cancel a request that has not been paid within 30 days of being placed. You can then place a new request at the prices shown at that time. Section 4.3(a) explains what happens to a request that was only partly paid.

3.4 Section 13 explains taxes and fees.

4. How to pay, and when Credits are delivered

4.1 Paying by transfer.

(a) Choose a package in the app. This opens a credit request with a reference that starts with "R-".

(b) Pay the exact amount shown on your request by InstaPay, Telda or mobile wallet, to the payment details shown on your request screen. Put the reference in the transfer note.

(c) Send us proof of payment, such as a screenshot, on WhatsApp. The app has a button for this.

(d) When we have confirmed that your payment has arrived, we approve the request and your Credits are added to your Account immediately. We check payments by hand, so there can be a delay, especially outside working hours.

4.2 Pay only to the details shown in the app. A payment sent anywhere else is not a payment to us, and we cannot add Credits for it. If our payment details change, the app will show the new details. Do not trust payment details that reach you in any other way, even if they seem to come from us. The payment accounts shown in the app are held by [to be completed], on our behalf where that holder is not us. A payment to one of them, made as this section describes, is a payment to us.

4.3 If the amount does not match.

(a) If we receive less than the price, we will tell you. You can pay the rest within 30 days, and we then add the Credits. If the rest has not arrived within 30 days, or you tell us you will not pay it, we will do one of the following, as you choose: add the number of Credits that the amount we received covers, at the prices shown in the app at that time; or return what we received (section 8.4).

(b) If we receive more than the price, section 7.2 applies.

4.4 Requests we decline. If we cannot match a payment to your request, we may decline the request. The app shows that the request was declined and, where we can, why. If you did pay, tell us (section 8), and section 7.1 applies.

4.5 Withdrawing a request. Until your Credits are added, you can withdraw your request in the app. If you have already paid, tell us. We will add the Credits or, if you ask, return your payment (section 7.1).

4.6 Paying online (if offered). We may offer online payment through Fawaterak or Paymob, two Egyptian payment providers. Depending on what is offered, you may be able to pay by card, by mobile wallet, at a payment outlet such as Fawry or Aman, or in instalments.

(a) You pay on the payment provider's own page. Your card details go to the provider. They never reach our servers.

(b) Your Credits are added automatically as soon as the provider confirms your payment to us. If you pay at an outlet, this happens after you have paid there.

(c) If you pay in instalments, your instalment agreement is with the provider or lender, not with us. You must keep paying them even if you stop using the Service or your Account is closed.

(d) The provider's own terms also apply to your payment.

4.7 Your confirmation. When we add Credits after a transfer, we send you a confirmation by WhatsApp or SMS to the phone number on your Account. For an online payment, we send the same confirmation by [to be completed]. We may also send it by email if you gave us an email address. The confirmation states the reference, the number of Credits, the amount, the date, the versions of the Terms and of this policy that applied, with a link to them, and that, when you ordered, you asked for immediate delivery and made the acknowledgements in section 5.1. The app also lists your requests and payments and what happened to each one.

4.8 When the contract is made. A credit request is your offer to buy the Credits shown on it, at the price shown. The contract for those Credits is made when we approve your request and add the Credits or, for an online payment, when the payment provider confirms your payment to us. Until then we may decline the request. If we have already received your payment, section 7.1 applies.

5. Immediate delivery and your acknowledgement

5.1 Before you open a credit request or start an online payment, the app asks you to tick a box. By ticking it, you:

(a) ask us to add your Credits to your Account as soon as your payment is confirmed;

(b) confirm that you understand that Credits cannot be refunded, except as this policy says; and

(c) acknowledge that, where the law gives you a right to cancel an online purchase within a set period (a "cooling-off" or "withdrawal" right) and allows that right to end when your Credits are delivered, you lose it once your Credits have been added to your Account.

5.2 Withdrawal rights of this kind usually protect consumers only. If you buy Credits for your practice or your business, they generally do not apply to you.

5.3 You cannot open a credit request or start an online payment without ticking the box. We record that you ticked it, with the version of its text and of this policy, the date and time, the IP address and the session used (Terms, section 2.5).

5.4 If the law that applies to you keeps a withdrawal right after your Credits are added, you keep it. If you use it, we refund what that law requires. Where the law allows, that is the price you paid for the Credits you have not used (section 2.8).

6. Purchases are non-refundable

6.1 Except as set out in sections 5.4, 7 and 17, every purchase of Credits is final. We do not refund money for Credits, whether used or unused, and we do not exchange them.

6.2 For example, we do not give refunds because:

(a) you changed your mind, or you no longer need the Credits;

(b) you have not used your Credits, or you used fewer than you expected;

(c) a Credit was used by mistake, or by someone using your Account, unless that person got access because of our fault, for example because we set a temporary password for someone who was not you (Terms section 5.6);

(d) voice dictation does not work, or works less well, in your browser, on your device, in a noisy room, or in a language other than English. A chart can always be completed by hand;

(e) of the usage limits described in section 2.6, or a change to them;

(f) of a short interruption, maintenance, or a change to the features of the Service, as described in the Terms, unless the change makes a core function of the Service unavailable (Terms, section 6.3). In that case section 7.5(d) applies;

(g) we later lowered our prices or ran a promotion; or

(h) your Account was suspended or closed because you broke the Terms.

6.3 This section does not affect sections 5.4, 7.3 or 7.5.

7. When we do give a refund

7.1 Payment received, Credits not added. We may have received your payment without adding your Credits. For example, a request may have been declined in error, or you may have withdrawn it after you paid. In that case, tell us (section 8). We will add the Credits or, if you ask us to, return your payment instead. If we cannot add the Credits, we return your payment. To add the Credits, we may ask you to open a new request in the app.

7.2 Duplicate or mistaken payment. You may have paid twice for the same request, paid more than the price shown, or been charged for a payment that failed. In that case we will return the extra amount. If you prefer, we can add Credits for it instead, at the prices shown in the app at that time.

7.3 Refunds the law requires. Mandatory law may give you a right to a refund. Examples are consumer protection laws, such as Egypt's Consumer Protection Law No. 181 of 2018 or the consumer laws of the European Union or the United Kingdom, where a service was not provided as agreed. Where such a right applies, we will give the refund that the law requires. We refund only what that law requires. For example, where the law allows it, we refund only the Credits that are unused (section 2.8), at the price you paid for them.

7.4 A Credit used by a fault on our side. We put the Credit back, as section 2.3 explains. This is not a refund of money.

7.5 When we end the contract, or you end it because of our change. We refund the Credits you bought that are still unused, at the price you paid for them, if:

(a) we stop providing the Service (section 12);

(b) we close your Account for a reason that is not your breach of the Terms (section 11.3);

(c) within 30 days after a material change to the Terms, this policy or the Data Processing Addendum takes effect (a change that reduces your rights or increases your obligations, as Terms section 27.2 describes), you close your Account because you do not accept it, and tell us so in writing (Terms, section 27.4); or you end the Terms after objecting to a new provider that will process Patient Data, as section 8.5 of the Data Processing Addendum allows; or

(d) we make a change to the Service that makes a core function unavailable (Terms, section 6.3), and within 30 days after the change takes effect you close your Account for that reason and tell us so in writing.

Section 2.8 decides which Credits count as unused. Free-trial and reward Credits are never refunded. We return the money as section 8.4 describes, within 30 days after the Service stops or your Account is closed. If we need your payment details to do this, we ask you for them.

8. How to claim

8.1 When to contact us. Please contact us as soon as you notice a problem, and if you can within 30 days of the payment (for a claim under section 7.1 or 7.2) or of the fault (for a claim under section 2.3). Records are easier to check while they are fresh. We still consider a later claim, but we may ask you for more evidence. We can put a Credit back under section 2.3 only if our records still show the fault. Contact us by:

8.2 What to send. Include:

(a) your name and the phone number of your Account;

(b) the request reference (it starts with "R-") or, for an online payment, the payment reference;

(c) proof of payment that shows the amount, the date, the account you paid to and the transaction number; and

(d) what went wrong, and what you are asking for.

8.3 What we do.

(a) We aim to reply within 2 Working Days to confirm that we have your claim.

(b) We check your claim against our records and our payment accounts. We may ask you for more information.

(c) We tell you our decision within 14 days of receiving everything we need. If we refuse, we explain why.

(d) If we accept your claim, we add the Credits, or return the money, within 14 days of our decision.

8.4 How we return money. We return money in EGP, to the account or payment method you paid from, unless we agree otherwise with you. We do not pay money to another person's account or in cash. If the problem was our fault, we return the full amount you paid. Otherwise, we may deduct any fee that our bank or payment app actually charges us to send the money back, unless the law does not allow this. We are not responsible for fees that your own bank charges, or for changes in exchange rates.

8.5 Time limits set by law. Nothing in this section shortens any time limit that the law gives you for a claim, including a claim under section 7.3.

9. Chargebacks and payment reversals

9.1 If you think a payment was wrong, please contact us first (section 8). Most problems can be fixed quickly.

9.2 You may ask your bank, card issuer, wallet or payment provider to reverse a payment you made to us (a "chargeback" or dispute). A payment may also be reversed for another reason. If either happens, we may:

(a) suspend your Account while the matter is open;

(b) remove the Credits bought with that payment, or as many of them as are left (section 2.8);

(c) if some of those Credits have already been used, deduct the same number from the Credits you have now or receive later. If that is not enough, the price you paid for the used Credits not covered is an amount you owe us;

(d) remove any referral reward that was given because of that payment; and

(e) give the bank or payment provider the information it needs to decide the dispute. This includes the request, the payment, and when the Credits were added and used. We never give them Patient Data.

9.3 While your Account is suspended, you can still ask us for a copy of your Patient Data, as described in our Privacy Policy (/privacy) and our Data Processing Addendum (/dpa).

9.4 If the dispute ends in our favour and we receive the payment again, we restore the Credits. We also lift the suspension, unless there is another reason for it. If the dispute ends in your favour because we made a mistake, you owe us nothing for that payment.

9.5 Repeated or abusive chargebacks break the Terms, and we may close your Account.

9.6 This section does not stop you from using any right that your bank or payment provider gives you.

10. Mistakes in prices or Credits

10.1 A wrong price. A price shown in the app may be wrong because of our mistake.

(a) If we notice before your Credits are added, we will tell you. You can then pay the correct price, or cancel the order and get back anything you paid.

(b) If your Credits have already been added, we will not ask you to pay more. The exception is a mistake that was obvious and that you should reasonably have noticed, such as a price of zero, or a price far below every other price shown. In that case we may remove the Credits from that order that are still unused (section 2.8), and return what you paid for them.

10.2 The wrong number of Credits. If we add more Credits than you paid for, or add Credits to the wrong Account, we may remove the extra Credits. If we add fewer Credits than you paid for, tell us and we will add the rest (section 7.1).

11. Credits when your Account is closed

11.1 If you ask us to delete your Account.

(a) Before we delete your Account, we tell you how many Credits are left on it and that they will be lost, and we ask you to confirm. If you have not replied within 14 days, we go ahead with the deletion.

(b) We delete your Account within 30 days of confirming that the request comes from you. Your Credits stay usable until then.

(c) When your Account is deleted, all Credits left on it are cancelled. This includes bought, free and reward Credits. They are not refunded, and they cannot be restored, even if you create a new Account later.

(d) If you only ask us to delete particular Patients or charts, your Credits are not affected. The Credit used for a deleted chart is not returned.

11.2 If we close your Account because you broke the Terms.

(a) We remove Credits obtained through fraud, through a payment that was reversed, through misuse of the free trial or referrals, or in breach of section 2.5.

(b) For any other breach, we first tell you what is wrong and, where the breach can be fixed, give you 14 days to fix it (Terms section 24.3). Where we must act quickly, for example to stop fraud or protect security, we may suspend your Account in the meantime.

(c) If we then close your Account, the Credits left on it are cancelled without a refund. We do this only for a breach that we have established, not on suspicion alone. While we look into a suspicion, we may suspend your Account instead.

11.3 If we close your Account for any other reason. For example, we may stop offering the Service in your country. Where the law allows, we give you at least 30 days' notice, so that you can use your Credits and ask for a copy of your data. Section 7.5 then applies to the Credits you bought that are still unused.

11.4 Sections 11.1 to 11.3 do not limit any refund that mandatory law requires (section 7.3).

11.5 Closing your Account does not end any duty you have for a payment, such as an instalment agreement (section 4.6) or an amount owed after a chargeback (section 9).

12. If we stop providing the Service

12.1 If we decide to stop providing the Service, we will tell you at least 30 days before it stops. We will tell you in the app (for example, a notice on the sign-in or account page). Where we can, we will also tell you by WhatsApp or SMS to the phone number on your Account, and by email if you have given us an email address.

12.2 From the day we tell you, we stop selling Credits. Until the Service stops, you can keep using your Credits, and you can ask us for a copy of your data.

12.3 Section 7.5 applies to Credits you bought that are unused when the Service stops. Free-trial and reward Credits are cancelled.

12.4 If we have to stop suddenly, for reasons outside our reasonable control, we will give you as much notice as we can.

12.5 Changes to features, prices or usage limits, and temporary interruptions, do not count as stopping the Service. The Terms explain how they work. Section 7.5(d) covers a change that makes a core function of the Service unavailable.

13. Taxes and fees

13.1 [to be completed]

13.2 You pay any charges that your bank, card issuer, wallet or payment app adds to your payment. These include transfer fees, international transfer fees and currency conversion fees. The amount we receive must match the price on your request.

13.3 If you are outside Egypt, you are responsible for any tax or duty that your own country charges on your purchase.

14. Free trial and referral Credits

14.1 Free trial. We may give a new Account a small number of free Credits, once per person. Nothing was paid for them, so there is nothing to refund. We may change or end the free trial offer at any time. We may remove free Credits obtained by misuse, such as through more than one Account or false details.

14.2 Referral rewards. When someone who signed up with your referral code makes their first paid purchase, you receive reward Credits, as shown in the app. If that purchase is refunded, reversed or charged back, we may remove the reward Credits, or as many of them as are left (section 2.8). We may also remove rewards obtained by referring yourself or through fake Accounts, as the Terms explain.

14.3 In every other way, free and reward Credits follow the same rules as Credits you buy. They are never exchanged for money.

15. Changes to this policy

15.1 We may update this policy. The version in force when you placed an order applies to that order. Section 17 covers Credits bought before this policy.

15.2 This policy is part of the Terms, so we change it in the same way as the Terms (Terms, section 27). We give at least 30 days' notice of a material change, in the app or by WhatsApp or SMS to the phone number on your Account, and the app asks you to accept it the next time you open it on or after the date it takes effect. If you do not accept it, section 7.5(c) applies.

16. Contact and complaints

16.1 For any question about payments, Credits or refunds, contact us:

  • Email: munyashraf99@gmail.com
  • WhatsApp: +20 112 569 2017 or +20 103 044 9593
  • Post: [to be completed], [to be completed]

16.2 If you are a consumer, you can also contact the consumer protection authority in your country. In Egypt, this is the Consumer Protection Agency.

16.3 The law that governs this policy, and the courts that can decide disputes about it, are set out in the Terms (/terms).

17. Credits bought before this policy

17.1 This policy applies to Credits you bought before [to be completed] from the day you accept the Terms. It does not reduce the number of those Credits, and each of them still starts one chart.

17.2 If you do not want to accept the Terms, tell us by email or WhatsApp (section 16). We will refund the Credits you bought before that date that are still unused (section 2.8), at the price you paid for them, and give you an export of your charts and Patients (Terms section 25.2). We then close your Account as section 11.1 describes. Section 11.1(c) does not apply to the Credits we refund. Please tell us within 60 days after we first ask you to accept the Terms.

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