Refund and cancellation policy
Your free trial
Every new shop starts with a free trial of 14 days. It needs no card details, nothing is charged when it ends, and there is nothing to refund on it.
Your first payment
If you are unhappy with a paid plan for any reason, tell us within 14 days of your first payment and we will refund it in full. You do not have to explain why.
Cancelling
You can cancel a paid plan at any time, with no fee and no notice period. Write to saeed@khatwalabs.com from the email address on the account, or call +20 10 3464 8402. We confirm the cancellation in writing within 5 working days.
Your plan keeps running until the end of the month you have paid for, so cancelling never loses you days you have already bought. After that nothing more is charged and the account is paused: your customers keep their cards and their stamps, and you can subscribe again at any time and carry on where you left off.
A free trial needs no cancelling. It ends by itself, and nothing is charged when it does.
Later months
Paid plans are billed monthly in advance. We do not normally refund part of a month that has already started. We will refund it where the fault is ours, which includes:
- an outage on our side long enough to have cost you the use of the service;
- being charged after you cancelled;
- being charged twice for the same month;
- a feature you paid for not working, and us not fixing it in reasonable time.
When we will not refund
- Months you did not use. The service was available and running, and we cannot tell the difference between a shop that chose not to use it and one that forgot.
- Accounts closed by us for breaking the terms, such as messaging people who never agreed to hear from you.
- Free items or discounts you gave your own customers. Those are between you and them, and no part of them is paid to us.
How to ask
Write to saeed@khatwalabs.com from the email address on the account, and say what you were charged and when. We will reply within 5 working days.
Approved refunds go back to the card or wallet you paid from. We issue them within 10 working days, and your bank then takes as long as it takes, usually another few days.
If we cannot agree
Tell us why, and a person rather than a form will look at it again. Nothing in this policy removes any right you have under the consumer protection law of Egypt.
Contact
Khatwa Labs for Digital Solutions, 27 Borg El Nada, El Bolbol Street, Ground floor, Bulkeley, Raml, Alexandria. saeed@khatwalabs.com