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 Kashier, our third-party payment service provider. We accept the payment methods offered at checkout — currently card — charged in Egyptian Pounds (EGP).
Credit is added to your balance once Kashier confirms the payment as successful — normally within a few seconds of checkout.
Where a confirmation needs further checks — for example, the confirmed amount or currency does not match your order — credit is held pending reconciliation and we will contact you. Credit is never added on the basis of an unconfirmed payment.
A declined or failed payment is never charged — no credit is added.
We do not store full card details. Card data is entered on Kashier's hosted payment page and is handled by Kashier, not by us — see our Sub-processor List.

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

The Service is provided without a published service-level agreement. We do not currently commit to an uptime target, and we publish no service-level terms — so downtime does not by itself entitle you to a refund or a service credit.
Where a separately signed enterprise or sovereign hosting agreement commits us to an availability target, the remedy defined in that agreement applies and takes precedence over this section.
This does not affect your rights under section 5 (billing errors) or section 8 (statutory rights): if a disruption caused you to be metered for requests you did not receive, that is a billing error and is corrected by crediting your balance.

7. How to request a refund

Email support@sovereigneg.com with the subject line Refund request.
Include your organization name, the approximate date and amount, and the relevant X-Request-Id where available.
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