Refund Policy
This policy explains when and how you can request a refund for NileByte services. We aim to be fair and transparent, compliant with payment gateway requirements and Egyptian law.
Contents
1. Overview
This policy applies to all payments made via nilebyte.com or our electronic invoices through authorized payment gateways. By using our services and completing payment, you agree to these terms. Please read carefully before purchasing. If you have questions, contact us before paying.
2. Scope
- Covered: custom software development, SaaS platforms (ERP, CRM, HIS, LMS), ERPNext/Frappe services, hosting, monthly support & maintenance.
- Not covered: third-party services (licenses, domains, SMS, maps) paid directly to the original provider and governed by their policies.
- All prices are in EGP unless stated otherwise, inclusive of VAT where applicable.
3. Custom Software Projects
Custom projects are delivered in milestones with upfront payments:
| Stage | Refund Eligibility |
|---|---|
| Before work starts (within 48h of payment & before any deliverable) | 100% refund minus gateway fees (~2.85% + 3 EGP) |
| After work started / design/code/demo delivered | Non-refundable for started milestone, remaining milestones refundable if not started |
| After final delivery & acceptance | Non-refundable — covered by agreed warranty/support |
If we miss the agreed schedule by more than 30 days without force majeure, you may request a refund for the uncompleted portion after management review.
4. SaaS Subscriptions (ERP/CRM/HIS/LMS)
- Monthly plan: refund within 14 days of the first payment only, provided no real production data entered or usage exceeds 5 users / 50 transactions.
- Annual plan: refund within 14 days of first payment minus pro-rata usage (days used / 365) + gateway fees. After 14 days, no refund for current period, but you may cancel renewal.
- Auto-renewal: we send a reminder 7 days before renewal. If auto-renewed and you have zero usage within 48h, you may request a full refund.
- If we breach SLA with a confirmed outage >72 continuous hours, we provide service credit or pro-rata refund.
5. Hosting & Support
- Prepaid hosting (VPS/Cloud) is non-refundable once the server is provisioned, but we can transfer the server to you or stop renewal.
- Monthly support & maintenance: refund within 7 days if no support tasks have been performed.
- Billable hours already delivered are non-refundable.
6. Non-Refundable Cases
- Custom services delivered and accepted.
- Payment gateway, bank and tax fees.
- Third-party licenses (domain, SSL, SMS, maps, ERPNext Enterprise if any).
- Change-of-mind after work started or production data entered.
- Violations of terms or prohibited activities.
7. How to Request a Refund
Send your request within the eligible window via:
- Email: billing@nilebyte.com and info@nilebyte.com
- Customer Portal: open a support ticket titled "Refund Request - Invoice #"
- WhatsApp/Phone: +20 102 735 5799 (for follow-up only; request must be confirmed in writing via email)
Include: invoice/transaction ID, payment date, amount, and reason. We will respond within 48 business hours and may request additional info.
8. Processing Time
- Once approved, refunds go to the original payment method only (same card/wallet).
- Processed within 5-10 business days depending on bank/gateway. It may appear in your statement within one billing cycle.
- We send an email confirmation with a reference number upon execution.
- For bank transfers, refund is wired to the same originating account after verification.
9. Cancellation
You may cancel any subscription at any time via the Customer Portal or email. The subscription remains active until the end of the paid period and will not auto-renew after cancellation. No refund for the current period after the 14-day window, but you retain access until period end with the ability to export your data.
10. Chargebacks & Disputes
Please contact us first to resolve any issue amicably. Opening a bank dispute without contacting us may result in temporary service suspension pending resolution. We reserve the right to provide evidence (invoices, delivery logs, correspondence) to the bank/gateway. If your claim is validated, we will refund promptly.
11. Contact Us
For any billing or refund inquiry:
This policy is governed by the laws of the Arab Republic of Egypt. Any disputes shall be subject to Egyptian courts. We may update this policy and will post the new version here with an updated "Last updated" date.