Refund & Cancellation Policy

This Refund & Cancellation Policy applies to subscriptions to MAIE — Medical Automation Intelligent Engine — purchased directly through our website, web application, or mobile applications using a supported payment provider (such as Paymob, Stripe, or a local card / mobile-wallet / InstaPay / Fawry payment method). It supplements our Terms of Service.

MAIE may offer a free trial or a free tier. While you are on a free tier or trial, no fees are charged and no refund is owed. You may stop using the Service at any time without notice.

You may cancel a paid subscription at any time from your account settings (Subscription page) or by contacting us at the email below. When you cancel:

• Your subscription remains active until the end of the current billing period that has already been paid for.
• You will not be billed for the next renewal.
• Your data remains available to you until the end of that period and is then retained or deleted in accordance with our Privacy Policy.

If you are charged for a paid plan for the first time and you contact us within fourteen (14) days of the charge requesting a refund, we will refund the amount paid for the current billing period in full, provided that you have not materially used the paid features during that period. "Material use" includes, for example, generating more than a nominal volume of AI-assisted notes, transcripts, or bot messages.

This 14-day refund window does not apply to subscription renewals after the first paid period.

Paid subscriptions renew automatically at the end of each billing cycle (monthly or annual, as selected at checkout) using your saved payment method. Renewal charges are non-refundable except where required by applicable law or where one of the special cases in section 6 applies. To avoid a renewal charge, cancel before the renewal date.

• Duplicate or incorrect charge. If you are charged twice for the same billing period or charged in error due to a payment-system issue, we will refund the duplicate or erroneous amount.
• Unauthorised charge. If a charge was made without your authorisation, contact us immediately. We will investigate and, if confirmed, issue a refund and reset the account credentials.
• Extended service unavailability. If the Service is unavailable due to our fault for a continuous period of more than 72 hours within a single billing cycle, you may request a pro-rata service credit or refund for the affected period.
• Statutory rights. Nothing in this policy limits any non-waivable right you have under Egyptian consumer-protection law or any other applicable law.

• Partial-month usage after the 14-day first-purchase window.
• Failure to cancel before a renewal date.
• Add-ons, promotional items, or one-time fees that are marked non-refundable at the point of purchase.
• Charges older than 180 days, except where applicable law requires otherwise.
• Accounts suspended or terminated for breach of our Terms of Service.

Approved refunds are issued to the original payment method used for the charge. Processing times depend on the payment provider and the issuing bank:

• Cards (Visa / Mastercard / Meeza). Typically 5–14 business days for the refund to appear on your statement.
• Mobile wallets (Vodafone Cash, Etisalat Cash, Orange Cash, WE Pay). Typically 3–7 business days.
• InstaPay and Fawry. Typically 3–10 business days, subject to the payment provider's refund rails.

Currency-conversion differences, bank fees, and payment- provider fees that arise from the refund are excluded from the refunded amount where permitted by law.

Send your refund request to billing@maie.to with the following information:

• The email address on the MAIE account.
• The clinic / organisation name (if applicable).
• The date and amount of the charge.
• The last four digits of the card or wallet used, or the Paymob / Stripe transaction reference if known.
• A brief description of the reason for the request.

We aim to respond to refund requests within five (5) business days and to issue approved refunds within ten (10) business days of approval.

We may update this Refund Policy from time to time. If a change is material, we will provide reasonable advance notice (for example, by email or in-app notice) before the change takes effect. The policy in effect at the time of your purchase governs that purchase.

Refund and billing enquiries: billing@maie.to

For our postal address and phone number, see the Contact page.