Legal

Refund Policy

How refunds work for prepaid EGP credits on SovereignEG — eligibility, the request process, timelines, and payment-method handling.

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 request deducts credit based on the tokens it uses, or per image for image generation.
  • There are no recurring subscription charges. Usage is deducted from your prepaid balance when each request completes, so a request already in progress can take the balance below zero. Organizations that have made at least one paid top-up can also keep using the Service until the balance reaches the overdraft limit shown on the dashboard; organizations that have not stop at zero. A negative balance is settled first from your next top-up.

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 bank cards and mobile wallets — 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 your full card details or the mobile-wallet number you pay with. Card and wallet details are entered on Kashier's hosted payment page and are handled by Kashier, not by us — see our Sub-processor List.

4. Promotional credit

  • Promotional credit — including the welcome credit you can unlock by verifying a mobile number, the signup bonus given to earlier accounts, coupon credit (including model-specific credit and top-up bonuses) and referral rewards — is a gift with no cash value.
  • Some promotional credit expires. The welcome credit is valid until the end of the 30th day (Cairo time) after it is granted. A coupon may set its own validity period; for a top-up bonus, that period starts when the bonus is added to your balance. The expiry date of any unused expiring credit is shown on your Billing page. When such credit expires, the part still unused is removed from your balance; your usage since the grant is counted against promotional credit first, and removal never takes your balance below zero. Model-specific credit is kept separate from your balance and simply stops being usable after its expiry date.
  • Promotional credit is non-refundable, non-transferable, and non-redeemable for cash, and may also 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

  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.
  4. Refunds to your original payment method are made through our payment provider, Kashier. When Kashier reports a refund, reversal or chargeback on a payment that was already added to your balance, API and playground requests for your organization may be paused (they return HTTP 403 org_suspended) until our team has adjusted your balance for the refunded amount and restored access. You can still sign in to the dashboard and view your usage and billing during this time.

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