1. What this policy covers

Droos Live sells two things. The first is a subscription to the platform, paid by academy owners to us. The second is a course or membership sold by an academy that runs on Droos Live, paid by a learner.

Sections 2 and 3 cover subscriptions. Section 4 covers course purchases, where the academy sets the terms and we process the refund on its behalf.

2. Subscription refunds

The first payment on any paid plan is refundable in full within 14 days of the charge. Tell us inside that window and we return the whole amount, no questions about why.

Renewal charges are refundable within 7 days of the renewal date if you have not used the account since it renewed. After that the renewal is final and the plan runs to the end of its paid period.

3. Cancelling a subscription

You can cancel from your dashboard at any time. Cancelling stops the next charge; it does not end the period you already paid for, and your academy keeps working until that period is over.

We do not charge a cancellation fee, and we do not pro-rate the unused part of a period outside the windows in section 2.

4. Course and membership purchases

A learner may request a refund for a course within 14 days of purchase, as long as no more than 20% of the course content has been watched and no certificate has been issued.

Send the request to the academy you bought from, or to us at the address below and we will route it. Individual academies may offer a longer window; the longer one always wins.

5. What is not refundable

• Setup, migration or design work that has already been delivered.
• Add-ons that were fully consumed, such as extra storage or streaming minutes already used.
• Accounts closed by us for fraud, chargeback abuse, or a breach of the terms of service.
• Requests made after the windows described above have passed.

6. How to request a refund

Email [email protected] or call us on the number below. Include your account or academy name, the transaction reference from your receipt, the date of the charge, and the amount.

We confirm receipt within one business day and review every request within 3 business days.

7. How refunds are paid

Approved refunds go back to the card, wallet or bank account used for the original payment. We cannot pay a refund to a different method or to a different person.

The money leaves us within 3 business days of approval. Your bank or wallet provider then takes its own time, usually 7 to 14 business days for cards issued in Egypt and longer for cards issued abroad.

Refunds are issued in Egyptian Pounds for the exact amount charged. If your card is billed in another currency, your bank applies its own exchange rate on the way back, so the figure you see may differ slightly from the original.

8. Failed and duplicate charges

If you were charged twice for the same order, or charged for an order that never completed, we refund the full amount as soon as we can confirm it. You do not need to wait for a review window.

9. Before you file a chargeback

Talk to us first. A chargeback freezes the amount with your bank for weeks and we can usually resolve the problem faster than that. Our contact details are on this page and on the contact page.