Refund and cancellation policy
We want you to agree a plan with confidence. This page explains when you can get your money back and how to cancel. It is part of our Terms of use.
In short
- Paid plans are not generally on sale yet, so there is nothing to refund at the moment. This policy applies from the day a plan is paid for.
- The 7-day trial and the sample film are free: nothing to refund and nothing to cancel.
- Full refund window: how many days you have to ask for a full refund, and how much of a plan you may have completed by then, will be stated here before paid sales open.
- If the service is faulty and we cannot fix it, you get a fair refund at any time.
- A plan is a one-off payment for 12 months of access. It does not renew by itself, so to cancel you simply do not buy again, and you keep access until the end of the period you paid for.
- To ask, email [email protected] with your order reference.
1. Who sells to you
You agree your plan with us, the business that runs Masar CMA (our company details will be published on these pages before paid sales open), and we handle your refund. This site does not take card details. If we open an online checkout later through a payment provider, we will update this policy first and name the provider.
2. What you buy
- A part (Part 1 or Part 2) opens for 12 months from the day we open it for you.
- Both parts open Part 1 and Part 2 together for 12 months.
Plans are one-off payments: they do not renew automatically, and nothing is charged again unless you agree a new plan. The 7-day trial and the sample film 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 study units that the plan newly unlocked for you, as recorded by our server. Both numbers will be stated here before paid sales open.
This applies to each plan. It applies once per plan per person; this limit does not affect sections 5 and 7. When we refund, access to the parts that payment opened ends.
Why the limit on study units used: the course is digital and you can use it from the first minute. Without a limit, someone could complete a part 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 study units have been completed than the limit in section 3. This does not affect section 5 or your legal rights (section 7).
5. If something is wrong with the service
If the service does not work as described (for example a part 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. How to ask for a refund
- 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).
- We reply within 1 working day.
- 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.
- You can also ask from Help and support in the app. 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.
7. 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.