Refund Policy

1. Overview

This policy explains when payments for Mersal platform subscriptions are eligible for a refund, how to request one, and how long processing takes. It should be read together with our Terms of Service; in the event of a conflict, the Terms of Service prevail.

2. Refund window

You may request a full refund within 14 days of the first payment on any new subscription, no reason required.

• Monthly plans: refunded in full if requested within 14 days of the first charge.
• Annual plans: refunded in full within the first 14 days. After that, the unused remaining months may be refunded on a pro-rata basis.
• Renewals: if an automatic renewal went unnoticed, contact us within 7 days of the charge and we will review the request.

3. What is not refundable

• Message and conversation fees already consumed on WhatsApp or any other channel, since these are paid to the channel provider.
• Onboarding, configuration, training, and custom integration services once delivered.
• Subscriptions terminated or suspended for breach of the Terms of Service or Acceptable Use Policy.
• Additional users (seats) that were activated and used during the current billing cycle.

4. How to request a refund

Send your request from the email address registered on your account, including the following:

• Your workspace name or account ID.
• The invoice number or the date of the payment.
• The reason for the request (optional, but it helps us improve).

Email us at billing@mersal.cloud or use the contact page.

5. Processing time

We review every request within 3 business days and inform you of the outcome. Once approved, the amount is returned to the original payment method within 5 to 10 business days; your bank or card issuer may need extra time before it appears on your statement.

Refunds are issued in the original currency of payment. Any differences arising from exchange rates or bank fees are outside our control.

6. Cancellation

You can cancel your subscription at any time from the billing settings inside the platform. Your account stays active until the end of the paid cycle and no further charges are made. Cancelling on its own does not automatically refund amounts already paid.

After cancellation, your data remains available for export for 30 days before permanent deletion.

7. Exceptions

In the case of an extended outage beyond the agreed service level, a duplicate charge, or a billing error on our side, we will process a refund or issue account credit even outside the 14-day window.

8. Changes to this policy

We may update this policy from time to time. The version in effect at the time of your payment applies, and the last-updated date is shown at the top of this page.

9. Contact

• Billing: billing@mersal.cloud
• Support: support@mersal.cloud
• Phone: +20 155 591 5548
• Address: Cairo, Egypt