1. Scope of This Policy

This policy explains the rules for refunding and canceling subscription fees on the Hekana platform (hekana.com). This policy applies to the paid subscription fees that the merchant pays to the Hekana platform in exchange for using its services, which are collected electronically through the Paymob payment gateway.

All prices and payments are in Egyptian pounds (EGP).

2. 14-Day Trial — Try Before You Pay

Every new account starts with a 14-day trial of the Starter plan's features, with no credit card required. During the trial you can set your store up and take real orders before paying anything. If you do not subscribe to a paid plan before the trial ends, the account moves to a limited state and your store's data is kept until you subscribe.

3. Paid Subscription Fees

Paid subscription fees (monthly or annual) are non-refundable for the current period after payment.
When you cancel your subscription, your account remains active on the paid plan until the end of the period that was paid for, and then it is not renewed automatically.
Hekana does not collect any commission on your store's sales; you pay only the subscription fee plus the fees of the payment gateway you choose.

4. Subscription Cancellation

You can cancel your subscription at any time through:

The dashboard: from the Subscription / Billing page in your account.
Or by contacting us at [email protected].

Cancellation stops only the automatic renewal and does not entail a refund of the fees for the current period. After the paid period ends, your account automatically moves to a limited state while retaining your store's data, and you can restore full functionality at any time by subscribing again.

5. Upgrading and Changing Plans

Upgrading to a higher plan takes effect immediately, and the difference is calculated according to the remaining period.
Downgrading to a lower plan takes effect from the beginning of the next billing cycle.

6. Full Refund Cases

We are committed to a full refund in the following cases:

Double charging or duplicate billing for the same period by mistake.
A charge resulting from a technical error on the part of the platform or the payment gateway.
An unauthorized payment transaction proven invalid after review.

7. How to Request a Refund and Processing Time

To submit a refund request within the cases mentioned above, contact us at [email protected] or via WhatsApp +20 151 552 6283 with the details of the transaction. The request is reviewed within two business days, and if approved, the amount is refunded to the same original payment method within 7 to 14 business days, according to the processing times of the Paymob payment gateway and the card-issuing bank.

8. Store Customers' Purchases

Hekana provides the technical infrastructure only and does not intervene in the commercial relationship between the merchant and the buyer. Any purchase made by a customer from one of the stores created via Hekana is subject to that merchant's own return and exchange policy, and the merchant is responsible for carrying it out. For inquiries about an order from a specific store, please contact the merchant who owns the store directly.

9. Contact Us

For any inquiry regarding this policy, contact us at [email protected] or through the Contact Us page.

Refund and Cancellation Policy