Scope & Legal Framework

This policy applies to all Vitanox subscriptions and payments made to us directly, for trainees, coaches, and gyms (“you”). It is interpreted in accordance with:

• Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations, including the supplier’s duty to describe the service clearly and truthfully, and Article 25 (the price of a service must be refunded where the service cannot be performed).
• Vitanox provides a digital service, not physical goods. The 14-day and 30-day rights below are modeled on Articles 17 and 21 of the law (which govern goods) and are our own contractual commitments, offered to give you protection equal to or better than the law’s.
• Personal Data Protection Law No. 151 of 2020, regarding deletion of your data after cancellation.
• The Egyptian Civil Code and other applicable legislation.

14-Day Cancellation & Refund (No Reasons Needed)

• You may cancel any subscription and receive a full refund within 14 days of your first payment for that plan, without giving any reason and without bearing any cost.
• For automatic renewals, you may request a refund of the renewal charge within 7 days of it being charged, provided you have not substantially used the plan in that period.
• Free trials: cancel before the trial ends and you will not be charged. If you were charged after the trial without realizing, the 14-day right above applies.
• After a refund, paid features are switched off, and your data remains available for export for 30 days.

30-Day Remedy for Defective or Non-Conforming Service

If the service is defective, unavailable, or does not match what was advertised when you bought it, you may notify us within 30 days of purchase or of discovering the problem, and choose one of the following:

• Fix: we correct the problem.
• Exchange: we move you to another plan, settling any price difference fairly.
• Refund: we return the full amount paid for the affected period.

These remedies are free of charge. They sit alongside, and never replace, any warranty or legal right you have.

Full Refund at Any Time

Regardless of the periods above, and in line with Article 25 of the Consumer Protection Law, we refund the affected amount in full when:

• You were charged twice, or more than the advertised price.
• You were charged after a valid cancellation request made before the renewal date.
• The plan was not activated after payment, or the service stayed inaccessible due to a technical fault on our side not fixed within 72 hours of your report.
• The subscription was made by someone else without your authorization (with reasonable supporting evidence).

Exchanges & Plan Changes

Limited Exceptions

In line with the exceptions in the law, the 14-day no-reason right does not apply only to:

• Services made specifically to your written specifications, where you expressly agreed before work began that no refund applies, and the work was fully delivered as specified.
• Time already used after the 14-day period has passed, except in the cases in Sections 03 and 04.

Coach & Gym Payments

Payments between a coach and their clients, or a gym and its members, take place outside Vitanox and we are not a party to them. Coaches and gyms act as independent suppliers and are directly responsible to clients and members under consumer protection law, who may contact them or the Consumer Protection Agency. We will give the competent authorities any records we hold that confirm a subscription, when lawfully requested.

How to Request & Timelines

Email team@vitanox.net from your account email with the subject “Refund Request”, including your name, order or invoice number, and the reason (optional for the 14-day right).

• Refunds are made in full, with no fees or commissions deducted by us.
• Any rejection is sent in writing with its reason and the legal or contractual basis.
• Your bank or payment provider controls how fast the money appears in your statement.

Complaints & Disputes

• Send complaints to team@vitanox.net; we reply within 15 days.
• You may at any time complain to the Egyptian Consumer Protection Agency (hotline 19588). Under the law, the Agency can issue a binding decision on exchange and refund disputes.
• Nothing in this policy, nor any arbitration or class-action waiver in our Terms of Service, limits your right to approach the Agency or the competent Egyptian courts.

Changes to This Policy

We will notify you of material changes by email and a prominent notice on the Platform at least 30 days before they take effect. Changes never apply retroactively to subscriptions already paid for, and the term more favorable to you always prevails.