Refund Policy

Docistra offers a free trial covering your first 30 bookings on every plan, with no time limit and no credit card required. You only incur a charge after you explicitly choose to continue beyond the trial. This policy governs refunds on paid subscriptions.

We want every clinic to feel confident trying and using Docistra. If something goes wrong on our end, we will make it right.

Every clinic starts with 30 free bookings on any plan. The trial has no time limit and no payment method is needed to start.

When the 30 free bookings are used up, the AI assistant pauses until you choose a plan. Nothing is charged during the trial and you never move to a paid plan automatically: a paid plan starts only after you choose it and Docistra activates it.

You may ask to cancel your Docistra subscription at any time with Request cancellation in Settings > Subscription, or by contacting us through the channels in Section 8. We then contact you to settle the last invoice and stop the subscription.

Fees for periods already invoiced are not refunded, except within the 7-day statutory window described in Section 4.

Annual subscribers who cancel mid-year are not entitled to a prorated refund for the unused months, unless the cancellation falls within the 7-day statutory window described in Section 4.

In accordance with Article 17 of Egyptian Consumer Protection Law No. 181/2018, you have the right to cancel your first paid subscription within 7 calendar days of your first payment and receive a full refund, provided you have not activated the core features of the platform.

"First payment" means the date you pay your first invoice for a paid plan, as recorded on that invoice.

"Activation" means connecting a WhatsApp number, adding doctors and schedules, embedding the website widget on a live site, or initiating AI-assisted patient conversations through the Service.

If you activated the Service before submitting your cancellation request, the statutory 7-day refund right does not apply, as the digital content has been made available and consumed at your request per Article 17(3) of the law.

To exercise this right, contact us within 7 days of your first payment using the details in Section 8.

If a documented technical failure on Docistra's part prevents you from using a substantial portion of the Service for an extended period, you may be entitled to a prorated service credit or partial refund covering the affected period.

To qualify, you must: (a) report the issue through our support channels while it is ongoing, and (b) provide reasonable detail about the impact on your clinic's operations.

Intermittent performance degradation, third-party outages (including WhatsApp/Meta infrastructure), or issues resulting from your own configuration or hardware do not qualify as service defects under this provision.

The following are explicitly excluded from refund eligibility:

Service accessed after activation. Once core platform features have been used (including AI-assisted bookings, WhatsApp integration, or the website widget), the digital service has been delivered and is non-refundable.

Cancellation after the 7-day window. Subscription fees for periods already billed and beyond the statutory window are non-refundable.

Dissatisfaction with AI outcomes. Docistra provides an intelligent automation tool, not guaranteed booking volumes or patient outcomes. Dissatisfaction with AI conversation quality or patient response rates is not grounds for a refund.

Overage charges. Per-booking overage fees billed for bookings already processed are non-refundable.

Change of mind. A change in business direction, reduced clinic activity, or no longer needing the product does not entitle you to a refund outside the trial or statutory window.

Docistra subscriptions continue automatically from one billing period (monthly or annual) to the next at the same plan and price, and an invoice is issued for each period, unless you cancel beforehand.

We send a renewal reminder in your Docistra dashboard notifications 7 days before each annual renewal. Monthly renewals do not generate a separate notice.

You may ask to stop the renewal at any time from Settings > Subscription, without penalty.

To request a refund under any eligible provision of this policy, please contact us using one of the following channels:

WhatsApp: Send a message to 201042054475 with your clinic name, registered email address, and the reason for your request.

Email: Write to support@docistra.com with the subject line "Refund Request" and include your clinic name, account email, invoice payment date, and a brief description of the issue.

We aim to review all refund requests within 3 business days. If your request is approved, the refund is paid back by the same method you paid with (such as bank transfer, InstaPay or mobile wallet) within 7 to 14 business days.

If you are not satisfied with our response to a refund request, you may escalate the matter to the Egyptian Consumer Protection Authority (CPA) in accordance with the procedures established under Law No. 181/2018.

This policy is governed by Egyptian law. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the competent courts of Cairo, Egypt.

We may update this Refund Policy from time to time to reflect changes in our practices or applicable law. When we make material changes, we will update the "Last updated" date at the top of this page.

Continued use of the Service after changes are posted constitutes acceptance of the revised policy.