Refund Policy

Last updated: 5 October 2026

1. Nature of Our Service

The Medico Mentor sells access to digital learning content. Your Premium is activated on your account as soon as your payment is confirmed (see our Delivery Policy), and you can use all the content your plan covers straight away. Because digital content cannot be returned once it has been made available, a purchase is final once access has been delivered, except as described in this policy or where the law requires otherwise. Nothing in this policy takes away any right you have under the laws of Pakistan.

2. No Automatic Renewal, No Cancellation Needed

Every plan is a one-time purchase for a fixed access period. We never charge you again automatically, so there is no subscription to cancel to stop future payments. When your period ends, your access simply stops, and you can choose whether to buy again. You may stop using the service at any time, but stopping early does not entitle you to a refund of the unused time.

3. When You Are Entitled to a Refund

• Duplicate charge: if you were charged more than once for the same order, we refund each extra charge in full.
• Wrong amount: if you were charged more than the price shown at checkout, we refund the difference in full.
• Access never activated: if your payment went through but Premium was never activated on your account, and we cannot activate it within 3 working days of your report, we refund the payment in full. If you would rather wait for us to fix it, you can.
• Long outage within our control: if a problem with our own systems stops you using the core paid features for more than 48 hours in a row, and you report it within 7 days of the problem starting, we will first offer to extend your access by the time lost. If an extension is of no use to you (for example, your exam has passed or your plan has ended), we refund the share of the price for the days affected instead.

4. When a Refund Is Not Available

Apart from the cases in section 3, we do not give refunds, including where:

• you changed your mind, no longer need the plan, or did not use it after access was delivered;
• you bought the wrong plan, course or year. Please contact us anyway: we will look at each case, but we cannot promise a refund or exchange;
• you are unhappy with an exam result, or the content does not match a particular exam or syllabus (see section 2 of our Terms of Service);
• content was added, updated or removed during your access period;
• the problem was caused by something outside our control, such as your internet connection, your device or browser, a national network outage, or a force majeure event;
• your account was suspended or closed because you broke our Terms of Service, for example by sharing your account.

We may, at our own discretion, offer a goodwill refund in other situations. A goodwill refund is not a right, and section 7 explains how it is calculated.

5. Time Limits

• Ask for a refund for a duplicate charge, a wrong amount or access that was never activated within 7 days of your payment.
• Report an outage within 7 days of the problem starting.

These limits let us check the payment while records are fresh and refund a card payment within the period that card networks allow.

6. How to Ask for a Refund

Email support@themedicomentor.com from the email address of your account, or message us in the app under Profile, Contact Support. Please include:

• your account email address;
• the date and amount of the payment;
• how you paid (card, Raast, bank transfer, JazzCash or Easypaisa) and the order or transaction ID; and
• the reason for your request, with a screenshot if it helps.

We reply within 2 working days and tell you whether the refund is approved. If we need more information we will ask for it.

7. How Refunds Are Paid

7.1 Where the money goes

Approved refunds are paid back to the method you paid with:

• Card payments are refunded to the same card through our payment provider, Safepay.
• Raast, bank transfer, JazzCash and Easypaisa payments are refunded to the same account or wallet the payment came from.

If a refund cannot be made to the original method (for example, a partial refund that the card network does not allow, or a card payment too old to be refunded to the card), we pay it by bank transfer to an account in the name of the person who paid.

7.2 How long it takes

We send an approved refund within 5 working days of approving it. After that, the time for the money to reach you depends on your bank: card refunds usually appear within 7 to 14 working days, depending on the bank that issued your card, and bank or wallet refunds usually arrive within 1 to 3 working days.

7.3 Fees

We never charge a fee for processing a refund.

• Refunds under section 3 are paid in full, with no deductions, because the problem was ours.
• An outage refund under section 3 is the full share of the price for the days affected, with no deductions.
• A goodwill refund under section 4 is the amount you paid minus the payment processing charges that our payment provider and banks keep and do not return to us when a payment is refunded.

7.4 What happens to your access

When a payment is refunded in full, the Premium time that payment added to your account is removed. With a partial refund, your access is adjusted to match.

8. Payment Disputes and Chargebacks

Please talk to us first. If something is wrong with a payment, email support@themedicomentor.com. Most problems are solved within one working day, and a refund from us reaches you faster than a bank dispute.

A "chargeback" or payment dispute is when you ask your bank or card issuer to reverse a payment. You always have the right to raise a dispute, and if your card or account was used without your permission you should tell your bank straight away and let us know too. For other disputes, this is how we handle them:

• We will respond with records. If you dispute a payment for access that was delivered, without contacting us first, we will answer the dispute through Safepay and the banks involved. We will provide our records of the purchase and its delivery: your acceptance of these policies at checkout, the date and time your Premium was activated, and your account activity, such as sign-ins, tests attempted, and the IP address and device used.
• Access is paused while a dispute is open. Premium time bought with the disputed payment is suspended until the dispute is decided. If the dispute is decided in our favour, your access is restored for the rest of its period. If it is decided in your favour, the time from that payment is removed, as with a refund.
• One refund per payment. Once a dispute has been raised, the bank decides the outcome, so we cannot also refund the same payment ourselves.
• False disputes. If a dispute is found to be false, for example a claim that access was never received when it was used, we may close the account under our Terms of Service.
• Raast payments. Disputes about Raast payments are handled under the Raast rules of the State Bank of Pakistan.

9. Changes to This Policy

We may update this policy from time to time. The version that applies to a purchase is the one in force when you made it. The date at the top of this page shows when it last changed.

10. Contact

For any question about this policy, email support@themedicomentor.com or see our Contact page. Our support hours are Monday to Saturday, 10:00 AM to 8:00 PM, Pakistan time.