Refund and Cancellation Policy

1. Summary

• There is no refund and no exchange on the fee for a paid Synora plan once its period has started, except in the cases listed in section 4.
• You can cancel at any time by not renewing. Paid plans do not renew automatically, and the period you have already paid for continues to its end.
• Fees for a period that has already started are not refunded, except where Egyptian law gives you a right to a refund, where you were charged in error or twice, or where we end the service for our own convenience (then we refund the unused part).
• To ask for a refund or report a billing error, email us within 30 days of the charge.
• A refund does not delete your clinic's data. Payments a clinic takes from its own patients are between the clinic and its patient.

2. Who this applies to, and how it fits the Terms

This policy applies to the fees a clinic, medical centre or dentist (the "Clinic", "you") pays for a paid Synora plan. Synora is provided by Nano System for Artificial Intelligence (نانو سيستم للذكاء الاصطناعي), a Limited Liability Company (LLC) registered in the Arab Republic of Egypt at the Cairo Investment Commercial Registry Office under commercial register no. 213792, tax registration no. 755-247-124, with its registered office at 53 Capital Mall, behind the Court, 2nd floor, Fifth Settlement, New Cairo, Cairo, Egypt ("Nano AI", "we", "us").

This policy is part of the Terms of Service (/legal/terms) and explains section 9 of the Terms, "Cancellation and refunds", in more detail. It adds no new rights and no new conditions. If anything in this policy conflicts with the Terms of Service, the Terms prevail.

Online payment inside Synora is not switched on yet, so for now upgrades and payments are arranged by contacting us, and this policy applies to whatever payment you make to us for a paid plan. Where online payment is available to you, it is processed by Paymob on its own hosted payment page, as section 7 of the Terms explains.

3. Cancelling

You may cancel at any time by not renewing. Paid plans do not renew automatically, we do not store your card, and each payment covers one period, a month or a year (Terms, section 8).

The paid period you have already started continues until its end date. After that, the plan follows section 8 of the Terms: a grace period, then the Free plan. Nothing is deleted when a plan ends or moves to Free, and the paid modules come back as soon as you pay.

Enterprise plans and plans arranged with our team follow the terms agreed in writing.

4. Refunds and exchanges

Because each period is paid in advance and the service is activated immediately, fees paid for a period are non-refundable once that period has started, except in these cases:

• Where Egyptian law, including the Consumer Protection Law (Law 181 of 2018) where it applies, gives you a right to a refund.
• Where you were charged in error or twice.
• Where we end the service for our own convenience under section 16 of the Terms: we then refund the unused part of the period.

In every other case the fee for a period that has already started is not refunded, and you keep the service until the period ends.

There is no exchange: a fee already paid cannot be swapped for another plan or period. To move to another plan, you pay for that plan (Terms, section 8).

5. How to ask for a refund or report a billing error

Email hello@nano-ai.net within 30 days of the charge. Please include:

• the name of the clinic;
• the email address of the Synora account;
• the date and the amount of the charge;
• the reason for the request (for example, charged twice or charged in error).

We review the request against section 4 above and confirm the outcome to you by email.

6. How refunds are made

Fees are charged in Egyptian pounds (EGP), so refunds are made in Egyptian pounds too.

Where possible, we refund to the payment method used for the charge, through the payment provider (Paymob) where the payment was made through it. If the payment was arranged another way, we agree the refund method with you in writing.

How long it takes for the money to show in your account depends on your bank or card issuer, so we cannot promise a number of days. If your bank or card issuer converted the charge into or from another currency, it may apply its own exchange rate and fees (Terms, section 7).

7. A refund does not delete your data

A refund, a cancellation or a plan moving to Free does not delete the Clinic's data. The Clinic owns its data and remains responsible for keeping its patients' medical records for as long as the law requires.

Exporting your data, and what happens to it when an account is closed, are set out in section 13 of the Terms and in the Data Processing Agreement (/legal/dpa). The self-serve full-clinic export is included in Basic and Pro (Settings, then Data export), and section 13 of the Terms also describes how to ask us for the same export in writing. If you want to leave Synora, export your data before you close the account.

8. Payments between a clinic and its patients

Synora is software for running a clinic. When a clinic takes payments from its own patients, such as fees, installments or a care plan, those payments are between the clinic and the patient. The clinic is the provider of the treatment and services, and Synora is not the seller. A patient who wants a refund of such a payment should ask the clinic.

A care plan (membership) that a clinic sells to its patients is the clinic's own programme, with its own terms, price and refund window set by the clinic (Terms, section 3). Synora only provides the software to run it and applies the clinic's cancellation window when a plan is cancelled.

9. Contact and changes

Questions about this policy, refunds and billing: hello@nano-ai.net, or in writing to our registered office (53 Capital Mall, behind the Court, 2nd floor, Fifth Settlement, New Cairo, Cairo, Egypt).

If we update this policy, the date at the top of this page changes; changes follow section 17 of the Terms.