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Refund & Cancellation Policy

Last updated: August 8, 2026

1. About This Policy

This Refund & Cancellation Policy explains when a Nawah subscription can be cancelled, when a payment can be refunded, how refunds are paid, and what happens when a payment fails. It forms part of, and should be read together with, our Terms of Use and Privacy Policy. Where this policy and the Terms of Use cover the same subject, this policy governs on refunds and cancellations.

Company information

  • Service Provider: Nawah Ltd
  • Tax number: 3740432
  • Address: 23 Elbatrawy St, Sara Tower, 3rd Floor, Abbas El-Aqqad, Nasr City, Cairo, Egypt
  • Email: contact@nawah.ai
  • Phone: 01000049999

2. How Nawah Subscriptions Are Billed

This policy applies to subscriptions billed on the following terms:

  • One subscription per organization, billed per seat. A seat is an active member of your organization, including the owner and admins. Pending invitations are not billed.
  • Billing cadence: monthly or annual, chosen by you at checkout. Each cadence has its own per-seat price, so the annual rate is not simply twelve times the monthly rate.
  • Currency: subscriptions are charged in Egyptian Pounds (EGP). Where a price is displayed in another currency for reference, the EGP amount shown at checkout and on your receipt is the amount actually charged.
  • VAT: prices are VAT-inclusive. Every receipt shows the net subtotal, the VAT rate (currently 14%), the VAT amount, and the total.
  • Free trial: a new organization starts on a free trial (currently 14 days) with no card required. No payment is taken during the trial, and the trial never triggers a charge.
  • Auto-renewal: a paid subscription renews automatically at the end of each billing period and is charged to the payment method on file. Your next renewal date and amount are always visible in billing settings, and we email you an advance renewal notice before each charge.
  • Amounts are computed by us at the time of charge, from your seat count at that moment, less any discount applied to your organization, with VAT broken out.
  • Card handling: card details are captured and stored by our payment gateway, Paymob. Nawah stores only a token reference — never your card number or security code.

3. Cancelling Your Subscription

How to cancel

An owner or admin can cancel at any time from Billing settings inside Nawah. Cancellation is self-serve: you do not need to email us, call us, or sit through a retention conversation.

What happens when you cancel

  • Auto-renewal is switched off and no further charges are made.
  • You keep full access until the end of the period you have already paid for. The exact end-of-access date is shown on screen and confirmed by email.
  • You can reverse the cancellation at any time before that date and continue as normal.
  • At the end of the paid period the organization becomes read-only and is then suspended. Your data is retained — see section 9.
  • Cancelling on its own does not produce a refund. Refund eligibility is set out in section 4.

Cancelling during the free trial

Nothing has been charged, so there is nothing to refund. The trial simply ends, and the organization moves into the read-only paywall flow described in section 9.

4. Refunds

4.1 Cancellation is not refunded

Subscriptions are sold for a complete billing period, paid in advance. Cancelling stops future renewals; it does not refund the period you are in. Instead of a refund, you keep full access for the whole period you paid for. This applies to monthly and annual subscriptions alike, and there is no proration of the unused part of a period.

4.2 Monthly plans

Monthly charges are not refundable. Cancel at any time and keep access through the end of the month you have paid for. We do not prorate or refund part-months.

4.3 Annual plans

Annual charges are not refundable as of right. Your subscription remains active for the rest of the annual term, and you keep full access until it ends. You can turn off auto-renewal at any point so that the term is not renewed.

If something has gone wrong — you were charged on a cadence you did not intend, the service failed you, or you believe the charge was a mistake — ask us. We review these individually under section 5, and we do issue refunds where the request is fair.

4.4 Seat changes

  • Adding seats mid-term charges an immediate prorated top-up covering only the remaining days of the current term. That top-up forms part of the charges for that term and is refundable only under sections 4.6 or 5.
  • Removing seats mid-term produces no refund or credit. The reduced seat count applies from your next renewal.

4.5 Changing billing cadence

  • Monthly to annual takes effect immediately: the full annual amount is charged and a fresh annual term begins. The unused days of your current monthly term are not credited or refunded. We show you the exact amount to be charged, with VAT broken out, before you confirm the switch.
  • Annual to monthly takes effect at your next renewal. There is no mid-term charge and no refund of the current annual term.

4.6 Duplicate, incorrect, or unauthorized charges

These are always corrected in full, regardless of any other timeline in this policy. Our billing engine is built to make duplicate charges impossible — every charge is processed idempotently, so a retried payment or a repeated gateway callback cannot debit you twice. If a duplicate or incorrect debit reaches your account anyway, we refund it in full as soon as we confirm it, and we will share the receipt and transaction evidence with you.

4.7 Usage limits never create a charge

Nawah enforces AI and storage usage limits as a cost-control measure, not as a billable item. Reaching a limit blocks the action and tells you when the allowance resets; it never increases your invoice. There is therefore never anything to refund in connection with usage limits.

4.8 Not refundable

  • Periods already paid for, whether elapsed or unused, except as provided in sections 4.6 and 5
  • Amounts already refunded or recovered through a chargeback
  • Fees charged to you by your own bank or card issuer, including currency-conversion differences
  • Anything purchased from a third party rather than from Nawah Ltd

5. Discretionary Refunds

Apart from the corrections in section 4.6, refunds are at Nawah’s reasonable discretion and are assessed individually. This is the route for anything that is not a clear billing error, and we do use it. We give genuine weight to requests involving:

  • A sustained failure or unavailability of the service
  • A billing error on our side
  • A charge taken after a cancellation was properly submitted
  • A subscription taken on a cadence or seat count that was clearly unintended and never used

Write to contact@nawah.ai and tell us what happened. We will not refuse a request simply because a deadline has passed.

6. How to Request a Refund

Refunds are not self-serve: there is no refund button inside Nawah. Every refund is reviewed and issued by our team, and requests must come from an owner or admin of the organization.

Email contact@nawah.ai with:

  • Your organization name and the email address on the account
  • The receipt number, charge date, and amount
  • The reason for the request
  • The trace ID shown on the receipt or in billing history, if you have it — it lets us find the exact transaction immediately

We acknowledge refund requests within 2 business days and aim to decide within 10 business days. If we need more information, we will ask for it rather than close the request.

7. How Refunds Are Paid

  • Refunds are issued through Paymob to the original payment method — the card used for the charge being refunded. We cannot refund to a different card, in cash, or as account credit.
  • Refunds are made in EGP, in the amount originally charged. VAT is refunded in proportion to the amount refunded, and the refund record shows the same net / VAT / total breakdown as the original receipt.
  • We submit the refund promptly once approved. How long it takes to appear on your statement is set by your bank and card scheme, and is typically 5 to 15 business days.
  • Every refund is recorded in your billing history, confirmed by email, and reflected automatically in your subscription status once the gateway confirms it.

8. What a Refund Does to Your Subscription

A full refund of a term means that term is treated as not purchased. The subscription stops renewing and the organization loses paid access — it becomes read-only and is then suspended, exactly as if the period had ended. Your data is retained (section 9), and you can subscribe again at any time; a refund does not bar you from returning.

A partial refund does not shorten or extend your term unless we tell you otherwise in writing.

9. Failed Payments, Grace Periods, and Your Data

A failed payment is not a refund matter, but it is the situation most often confused with one. When a renewal charge is declined:

  • The subscription moves to past due. We retry the charge automatically on a scheduled sequence and email the owner and admins.
  • Before any loss of access, the organization enters a read-only grace period (currently 7 days). Everyone can still see their data; nobody can edit it. There is never an abrupt lockout.
  • Owners and admins see a persistent prompt to update the payment method and retry. As soon as a charge succeeds, full access is restored immediately.
  • If the grace period ends without payment, the organization is suspended: access is blocked, but data is retained and access is restored as soon as payment is completed.
  • The same read-only grace flow applies when a free trial ends without a subscription.

We never delete your business data because of billing status. Data is retained while an organization is trialing, active, past due, in grace, suspended, or cancelled. Deletion happens only under the retention rules in our Terms of Use and Privacy Policy, or when you ask us to delete it.

10. Chargebacks and Disputes

If something looks wrong on your statement, please contact us before raising a chargeback — we can almost always resolve it faster and, where a refund is due, issue it directly.

If a chargeback is raised:

  • Our payment gateway notifies us, and we update your subscription status and audit trail accordingly.
  • The organization may move to past due or suspended while the dispute is open.
  • We will provide the receipt, transaction records, and access logs to the card scheme.
  • If we conclude the charge was ours to correct, we refund it without waiting for the dispute to conclude.

11. Price and Plan Changes

The rate you subscribed at applies for the whole term you have paid for. Any change to price, VAT rate, or plan terms takes effect at your next renewal only, and we show you the renewal amount and date in advance — both in billing settings and in the renewal notice email. If you do not want to renew at a new price, cancel before the renewal date and you will not be charged.

12. Your Statutory Rights

Nothing in this policy limits any rights you have under applicable mandatory law, including Egyptian consumer-protection and tax rules. This policy is governed by Egyptian law, and disputes are resolved as set out in our Terms of Use.

13. Contact Us