Refund Policy

Effective date: 16 October 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.
The only recurring charge is the renewal of a Developer Pack whose auto-renew you have turned on (section 5). It is taken from your prepaid balance; we never charge a card or a mobile wallet on our own initiative. 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. Developer Packs

A Developer Pack is an optional purchase that runs for a set number of days (its term). While the term runs, your organization gets a daily allowance: an amount in EGP, shown with the pack, that pays for usage of the models listed with the pack. The pack's own request limits apply to those models while it runs, whether the daily allowance or your balance pays for a request.

Buying a pack. Only an organization's owner can buy a pack, from the dashboard. The price is taken from your balance when you buy. Any credit counts, and promotional credit (section 4) is used first. If the price or the term changes while you are buying, nothing is charged and you are asked to confirm the new terms. The term starts when the purchase completes. When it ends, your organization returns to the plan it had before.
The daily allowance renews at 00:00 Cairo time on each day of the term. The part not used by the end of the day lapses: it does not carry over to the next day and is not added to your balance. The daily allowance has no cash value and cannot be transferred, refunded or exchanged. While the pack runs, its models run only on our own GPUs, and at busy times a request to them may be refused with a request to retry later, also when your balance pays for it.
Beyond the daily allowance. Usage of other models is charged to your balance at the standard per-model rates. Once the day's allowance is used up, the pack's models are also charged to your balance at the standard rates, unless the organization's owner has turned off Use balance automatically on the Plans page of the dashboard. Those models then stop until the allowance renews, and your balance is not charged for them.
Changes to a pack. We may change a pack's daily amount, the models it covers and its limits, also while your term runs; the daily amount never drops to zero while a paid term runs. A new daily amount starts with the next daily allowance. A model removed from the pack is charged to your balance at the standard rates from your next request, like any other model. A changed pack renews at its price at that time, under the renewal rules below.
Auto-renew is off unless you turn it on, when you buy or later on the Plans page of the dashboard.
- When auto-renew is on, the pack renews when its term ends, and the pack's price at that time is taken from your balance (any credit; promotional credit first).
- We email the organization's owner a few days before a term ends, with what the renewal will charge, or that the pack will end and why. A pack whose term is only a few days long gets no reminder.
- A pack renews only at the same or a lower price, and for at least the same number of days. If the price has gone up or the term has become shorter, the pack ends instead, and we email you so you can decide whether to buy it again.
- If your balance does not cover a renewal, we retry for up to an hour. If it still does not, the pack ends and we email you.
Cancelling a pack turns its auto-renew off. The pack keeps working until the end of the term you have paid for, and you can turn auto-renew back on before then, while the pack is still on sale. Unused days and unused daily allowance are not refunded, except as required by law or under section 6 (billing errors).
Pausing and retiring packs.
- We may pause new purchases of a pack at any time; packs already bought keep running and renewing.
- We may also retire a pack. We announce a retirement to its holders by email at least 30 days before the pack's last day of service, and we never set that day before the end of a term you have already paid for.
- Once a retirement is announced, the pack is no longer sold or renewed, and nothing more is charged for it, unless we cancel the retirement. If we cancel it, a pack whose auto-renew is on renews again under the rules above; if we had told you it would not renew, it renews only if our email about the cancellation was sent to you at least 72 hours before its term ends.
- We may also withdraw a pack without announcing a retirement. It is then not sold or renewed again, and it keeps working until the end of the term you have paid for.
Suspended organizations cannot buy or renew packs.

6. 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.

7. 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 6 (billing errors) or section 9 (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.

8. 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.
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.