Refund & Exchange Policy

Akwadia provides digital educational services — online courses, live classes, and related learning content delivered through academy storefronts. Because these are digital services with immediate access, this policy explains when a refund may be requested and how it is handled. There are no physical products and no exchanges of physical goods.

Payments on the platform

• Wallet top-up — you add funds (in Egyptian Pounds, EGP) to your Akwadia wallet using a supported payment method.
• Course or live-class purchase — your wallet balance is debited to enrol you in a course or reserve a live-class seat.
• Voucher / access-code enrolment — enrolment granted with no payment; not eligible for a refund.
• Free courses — no charge and no refund applies.

When a refund may be requested

• A duplicate charge, an incorrect amount, or a payment that was taken in error.
• A paid course or live class that was not delivered, was withdrawn before you could access it, or is materially not as described.
• A confirmed technical fault on our side that prevents you from accessing purchased content and that support cannot resolve within a reasonable time.
• A wallet top-up that was charged by the payment provider but not credited to your wallet.

When a refund is not available

Individual academies may set their own course-level refund terms that are more generous than this policy. Where an academy policy applies, it is shown on the course before purchase.

• You have substantially accessed or completed the course or consumed the live class.
• Simple change of mind after you have started the content, where it was delivered as described.
• Enrolments obtained with a voucher, access code, discount that reduced the price to zero, or a free course.
• Requests made after the eligibility window below, except where required by applicable law.
• Breach of the Terms & Conditions leading to account suspension.

Eligibility window

Refund requests for a course or live-class purchase should be made within 14 days of the purchase and before the content has been substantially accessed. Requests about a top-up or billing error should be made as soon as you notice the problem.

How to request a refund

You can reach us by email at [email protected], by phone at 01027028332.

• Contact us with your account email, the order or transaction reference, the date, the amount, and a short description of the issue.
• We review each request against this policy and the relevant academy terms and respond with a decision.
• We may ask for additional detail to verify the purchase and the account.

How approved refunds are processed

• Approved amounts are normally returned to your Akwadia wallet as balance you can re-use on the platform.
• Where a refund to the original payment method is possible and required, it is initiated through the original payment provider. The time for the funds to appear depends on that provider and your bank, and is typically several business days.
• Refunds are issued in EGP for the amount actually paid. Any payment-provider or bank fees are outside our control.
• A refunded enrolment is revoked, and any certificate issued for it is invalidated.

No automated self-service refunds

Refunds are not automatic and cannot be triggered by the user alone. Every refund is reviewed and processed by our team through the request process above.

Contact

For any question about this policy or a specific charge, see the Contact page.