1 Types of In-App Purchases
The Murshid app offers three main types of financial transactions, varying in nature and refund conditions:
| Type | Description | Price | Refundable |
|---|---|---|---|
| Blue Points | Always free via ads | Free | N/A |
| Gold Points Packages | In-App Purchase (IAP) | $1 – $10 | Conditional |
| Monthly Pro Subscription | Ad removal + monthly Gold Points | $19.99/month | Conditional |
| Annual Pro Subscription | Annual Pro benefits at a special discount | $199.99/year | Conditional |
Payment Processing
All purchases are made exclusively via the Google Play Store or Apple App Store and are subject to their policies in addition to ours. FES HealthTech does not directly store your credit card information.
2 Refund Conditions for Purchased Gold Points
Purchased Gold Points are eligible for a full refund if all the following conditions are met simultaneously:
- You requested the refund within 48 hours of the purchase date and time
- You have not consumed any of the points in any smart data extraction (OCR) or cloud service operations
- The issue was not caused on your end (e.g., loss of connection or restarting the app during the operation)
- You have not previously utilized the refund policy more than twice in a single year
Refund Method
Refunds are processed directly via the Google Play Store or Apple App Store, not directly through FES HealthTech, as the store is the payment processor, not the company.
⚠️ Non-Refundable Points
Gold Points earned through watching ads or via the referral program (not purchased with real money) are non-refundable for cash under any circumstances, as no monetary value was paid for them.
3 Subscription Refund Conditions
📅 Monthly Pro Subscription ($19.99/month)
- Full Refund: Eligible within 48 hours of starting the subscription without using any exclusive features
- Partial Refund: Eligible within 7 days if you haven't used the ad-removal feature or the added monthly Gold Points
- After 7 Days: No refund for the current period, but you can cancel the subscription from the store settings to prevent auto-renewal
- Cancellation does not affect the continuation of the subscription until the end of the already paid period
📆 Annual Pro Subscription ($199.99/year)
- Full Refund: Eligible within 48 hours of starting the subscription without any use of features
- Prorated Refund: Eligible within 14 days and calculated based on the remaining months of the subscription minus processing fees
- After 14 Days: No cash refund, but the subscription continues until its original expiration date upon cancellation
✅ Canceling Auto-Renewal
You can cancel auto-renewal at any time without fees via your Google Play or App Store settings. Your subscription will continue until the end of the period you have already paid for.
4 Ineligibility for Refund
You are not entitled to claim a refund in the following cases, and requests related to them will be denied:
- Consumed Gold Points in successful cloud text extraction (OCR) operations, even if the dietitian's external purpose was not fulfilled — because the service and cloud visual recognition were indeed provided
- Expiration of the Refund Window: After 48 hours (for points and subscriptions in the first 48 hours) or 7/14 days depending on the subscription type
- Used Subscriptions: After utilizing the ad-removal feature or using the monthly Gold Points added with the subscription
- Third-Party Purchases from unauthorized sources or unofficial brokers
- Cases of Fraud or Terms Violation: Any buyer proven to have violated the terms of use forfeits their right to a refund
- False Chargebacks: Requests submitted via bank chargebacks without first contacting support will be met with legal action
5 How to Request a Refund
🏆 Method 1: Via the Store Directly (Fastest and Most Reliable)
Google Play Store
Open the Play Store app → Tap your profile picture → "Payments & subscriptions" → "Budget & history" → Select the purchase → Tap "Report a problem" or "Request a refund" and follow the instructions
Apple App Store
Go to reportaproblem.apple.com → Sign in with your Apple ID → Find the purchase → Select "Request a refund" and choose the reason
📧 Method 2: Direct Contact (For Special Cases)
Send an email to billing@feshealthtech.com clearly including the following information:
- Order ID as it appears in the store's purchase confirmation email
- The email address associated with your Murshid app account
- A detailed reason for the refund request
- Date and time of purchase
- A screenshot of the purchase receipt (if possible)
Important Tip
The first method via the store is always the fastest as it is processed automatically. Always keep your electronic purchase receipt to facilitate potential refund procedures.
6 Refund Processing Time
Once a refund request is approved by the store or by us, the time it takes for the funds to appear in your account varies as follows:
| Payment Method | Expected Duration | Notes |
|---|---|---|
| International Credit and Debit Cards | 3–5 business days | Depends on the user's bank |
| Some Local Banks | 5–10 business days | May vary by bank |
| Digital Wallets (PayPal, etc.) | 1–3 business days | Usually the fastest |
| Google/Apple Internal Processing | +7 additional days | Added to the duration above |
⏳ Out of Our Control
The actual refund time depends mainly on your bank or payment service provider. Once we grant approval and notifications are sent, we do not control when the funds appear in your account. If more than 15 business days have passed without the amount appearing, contact your bank first, then us.
7 Currencies and Pricing
All prices displayed in the app are in US Dollars (USD) as the base currency. Details regarding local currency transactions:
- When paying in a local currency other than USD, the price is converted at the exchange rate approved by Google Play or the App Store at the time of purchase completion
- Refunds are always made in the same currency you paid with and via the same original payment method
- FES HealthTech is not responsible for exchange rate differences between the time of purchase and the time of refund, or for any bank transfer fees
- Prices displayed in local currencies may vary due to periodic update mechanisms by the app stores
Price Changes
Prices are subject to change with at least 14 days prior notice. Active subscriptions will not be affected by price changes until their next renewal date, and a notice will be sent prior to renewal with the new prices.
8 Contact for Billing Inquiries
The financial support team at FES HealthTech is available to answer all your inquiries regarding billing and refunds:
- Email: billing@feshealthtech.com
- Business Hours: Sunday to Thursday, 9 AM – 5 PM (Mecca Time)
- Average Response Time: 24–48 business hours under normal circumstances
- Supported Languages: Arabic and English
Information to Include in Your Message
- Order ID from the electronic purchase receipt
- The email address associated with your Murshid app account
- Date and amount of the transaction in question
- A clear description of your issue or inquiry
🚨 For Urgent Complaints
Add the word [URGENT] at the beginning of your email subject line for cases that require a response within 24 hours, such as unexpected recurring charges or incorrect deductions. Our team will prioritize these requests.