Refund policy

1The short version

• Free plan: nothing is charged, so nothing is refunded.
• A new Shop: starts on the Free plan. No card is asked for at sign-up.
• Your first paid payment: full refund if you ask within 14 days of the first paid payment.
• Later months: you can cancel at any time. Cancellation takes effect at the end of the Billing Period you have paid. A Billing Period already begun is not refunded.
• A charge made by mistake: always refunded in full.

2Free plan

2.1 The Free plan has no charge.
2.2 A new Shop starts on the Free plan. We do not ask for a card at sign-up.
2.3 When a paid Plan is not renewed, the Shop moves to Free automatically. No data is deleted.

3Cancelling

3.1 Nothing renews by itself. The Owner can cancel at any time by telling us at the support email or on WhatsApp, or simply by not paying the next renewal invoice.
3.2 Cancellation takes effect at the end of the Billing Period already paid. You keep the paid features until then. After that, the Shop moves to Free. No data is deleted.
3.3 After you cancel, no further charge is made.
3.4 You do not have to give a reason.

4First-payment refund

4.1 If you ask us within 14 calendar days of the first paid payment for a paid Plan, we refund the whole amount of that payment. We do not ask why.
4.2 The window runs from the date and time of the first payment shown on the invoice.
4.3 When a first-payment refund is made, the paid features end and the Shop moves to Free. No data is deleted.
4.4 This refund is given once for each Shop and once for each Owner identity, so that it is not used to get repeated free months.
4.5 The first payment includes any add-ons bought with it. The refund covers the whole of it.

5Later months

5.1 A Billing Period that has begun is not refunded, because the Service is available to you for the whole period and you can cancel to stop the next one.
5.2 To stop later months, cancel in the app or do not pay the next renewal invoice. The current period runs to its end.
5.3 We may, at our discretion, refund a later month when there was a real problem on our side. We decide case by case and will tell you why.

6Charged in error

6.1 We refund in full, always, a charge that:

• was made twice for the same Billing Period;
• was made after you cancelled in time, or after the Shop was closed;
• was for a wrong amount, or for a different price from the one shown to you when you agreed;
• was made without your authorisation.

6.2 Tell us as soon as you see it. You do not have to wait for the first-payment window.

7How to ask for a refund

7.1 Write to [email protected] or on WhatsApp to the username @RetailPower from the Owner's registered contact details. Give the store name and, if you have it, the invoice number.
7.2 We answer within three working days. If we agree, we start the refund at once. If we do not, we explain why.

8How a refund is paid

8.1 Back the way you paid, in Egyptian pounds, for the amount you paid. A payment by InstaPay is refunded by InstaPay transfer to the account it came from. A card payment, once card payment opens, goes back to the same card through the Gateway. We pay any transfer or Gateway fees and do not take them off your refund.
8.2 We start the refund within 7 days of agreeing to it. After that, the time it takes to reach you depends on your bank, wallet or card issuer and is outside our control.
8.3 If the account or card you paid from can no longer take a refund (for example it has been closed or has expired), we will ask you for another bank account or wallet in the payer's name, and pay by transfer.
8.4 We issue a numbered credit note for the amount refunded.

9Disputing a payment with your bank

9.1 Please write to us first. A refund through us is usually faster than a bank dispute.
9.2 If you open a dispute with your bank while a refund request is open, we may pause our own review until the bank has decided, and will not refund the same money twice.

10After closing

10.1 What happens to your data after a Shop is closed or cancelled is set out in the Terms of Service (clause 10): we keep it for 90 days, then delete it. A refund does not delete your data by itself.

11Changes to this policy

11.1 A change applies to charges made after it takes effect. A charge made earlier stays under the version that applied when it was made.
11.2 We give the Owner fourteen days' notice of a material change, as the Terms of Service say.