Replacement and Refund Policy
Rokn Platform
Version: v1.0
1. Returns Policy
Rokn is an entirely digital educational platform. Courses are not purchased directly; rather, courses and content are unlocked within the platform using Rokn Coins (virtual balance). Coins can be obtained in one of two ways: purchased with real money, or received as a reward within the platform. Thus, Rokn Coins are the sole purchasing currency on the platform. Due to the digital nature of the content and immediate access to it, all coin purchase payments are final, as detailed below.
2. Basic Refund Rule
- All purchases of Rokn Coins are final and non-refundable once completed, whether the coins have been spent or not, except within the limits imposed by Egyptian law.
- No refunds will be issued for spent coins or courses unlocked using coins.
3. Limited Exceptions
Rokn will consider—at its discretion—refunding payments or adding coins only in the following cases:
- Incorrect charge or duplicate purchase of the same order.
- Failure to credit coins to your balance after a successful payment transaction.
- A technical issue on the platform's side that permanently prevented you from using the purchased coins, which support was unable to resolve.
Other than these cases, refund requests will not be accepted, including change of mind after purchase.
4. Rokn Coins
- Coins have no real cash value and cannot be converted into cash.
- Coins granted as rewards do not correspond to any cash amount and are not subject to refund or conversion to cash.
- Coins are non-transferable between accounts.
- If your account is suspended due to a violation of the Terms of Use, the associated coins will be forfeited without compensation.
- Rokn reserves the right to adjust coin prices, package values, and rewards at any time, with the updated price appearing at the time of purchase.
- Purchased coins do not expire as long as your account remains active.
5. How to Contact Us Regarding Exceptions
To submit a request under the cases listed in Section 3, contact us via:
- Email: [email protected]
- Or through the "Contact Us" page within the platform.
Please include: the username used in the account, the order number or payment receipt, and a description of the issue.
6. Processing Time and Refunds
- The request is reviewed within 2 to 3 business days of receipt.
- Upon approval, the amount will be refunded to the original payment method through Kashier payment gateway.
- It may take 7 to 14 business days for the amount to appear in your account, depending on your bank or service provider.
7. Company Information
- Trade Name: Rokn
- Legal Entity: Rokn for Digital Production and Content
- Address: 7th District, Nasr City, Cairo, Egypt
- Website: rokn.app
- Approved Payment Gateway: Kashier
8. Policy Amendments
Rokn reserves the right to modify this policy at any time, and the amendment will be effective from the date of its publication on the website. The terms in force at the time the purchase was completed apply to each order.