Legal

Refund Policy

How refunds work for prepaid EGP credits and payments.

Refund Policy

Effective date: 11 June 2026

Last reviewed by counsel: 11 June 2026

This Refund Policy explains how refunds work for the SovereignEG API ("Service"). It supplements, and should be read together with, our Terms of Service. Where this policy and the Terms differ on refunds, this policy controls.

1. How billing works

  • The Service is pay-as-you-go from a prepaid credit balance held in Egyptian Pounds (EGP).
  • You purchase credit for your organization's balance, and each API request deducts credit based on the tokens consumed.
  • There are no recurring subscription charges. You are billed only for usage against your prepaid balance.

2. Purchased credits

  • Purchased credits are non-refundable except as required by law.
  • Credits do not expire while your account is in good standing and have no cash value outside the Service.
  • Unused credit remaining on a closed account is non-refundable except where Egyptian consumer-protection law requires otherwise.

3. Payments

  • Payments are processed securely by our third-party payment provider. We support card and mobile-wallet payments, charged in Egyptian Pounds (EGP).
  • A successful payment credits your balance immediately. A declined or failed payment is never charged — no credit is added.
  • We do not store full card or wallet details; these are handled by our payment provider.

4. Promotional credit

  • Promotional credit — including the one-time signup bonus and coupon credit — is a gift with no cash value.
  • Promotional credit is non-refundable, non-transferable, and non-redeemable for cash, and may be removed if granted in error or in connection with abuse.

5. Billing errors and incorrect charges

  • If you believe you were charged incorrectly, contact us within 30 days of the charge.
  • Verified billing errors (for example, a pricing or metering mistake on our side) are corrected by crediting the affected amount back to your balance.
  • To help us investigate, include your organization name and the relevant X-Request-Id where available.

6. Service disruptions

  • Refunds are separate from service-availability remedies. Where we miss a committed uptime target, the remedy is a service credit applied to your balance, as described in your service-level terms — not a cash refund.

7. How to request a refund

  1. Email support@sovereigneg.com with the subject line Refund request.
  2. Include your organization name, the approximate date and amount, and the relevant X-Request-Id where available.
  3. We aim to acknowledge requests within 2 business days and to resolve eligible requests within 14 business days. Approved refunds, where due, are returned to the original payment method or as a credit to your balance.

8. Your statutory rights

Nothing in this policy limits any non-waivable rights you have under the consumer-protection laws of the Arab Republic of Egypt.

9. Changes to this policy

We may update this Refund Policy. Material changes will be communicated via email or dashboard notice at least 30 days before taking effect.

10. Contact

Questions about refunds or billing: support@sovereigneg.com