Refund Policy

Last updated: 2 October 2026

This policy explains when a payment for an ExceliaBOT subscription is refunded, how to cancel, and who handles the refund depending on how you paid. It is part of our Terms of Use; where the two differ, the Terms prevail.

Three ways to pay, one policy. Accounts in Egypt pay us directly by bank transfer, InstaPay or Vodafone Cash. Accounts outside Egypt pay by card through Paddle, our authorised reseller and merchant of record. Stores that install the ExceliaBOT app from the Shopify App Store may pay through Shopify instead. The rules below are the same for all three; section 5 explains who actually returns the money in each case.

1. The Free plan and the free trial cost nothing

The Free plan has no charge, and a free trial never turns into a payment by itself. No payment details are taken to start either, so there is nothing to refund. When a trial ends, the account simply goes back to the Free plan's allowance.

2. Subscriptions are paid in advance

A paid plan is billed for one month at a time, in advance, at the price and allowance you chose (AI replies, campaign messages and seats). The allowance resets with each new month. Fees you have paid are not refundable for unused time or unused allowance, except where the law requires it or we have agreed otherwise in writing. If you stop using the platform mid-month, the plan simply runs until the end of the period you paid for.

3. When we do refund

We withdrew what you paid for. If we withdraw a paid plan, or a feature you are paying for, before the period you paid for has ended, we refund the unused part pro rata or credit it to your next period — your choice.
You were charged by mistake. A duplicate charge, a wrong amount, or a renewal taken after you had cancelled is refunded in full as soon as we have confirmed it.
The plan was never activated. If a payment is received but the plan is not activated on your account because of a fault on our side, and we cannot activate it within two business days of hearing from you, we refund that payment in full.
Your statutory rights. If you are a consumer in the EU, the EEA or the UK you may have a 14-day right of withdrawal on a card purchase. Because the service starts the moment you pay, you agree at checkout that it starts early; the right then applies as the law and Paddle's buyer terms describe. Nothing in this policy limits a right the law gives you.

4. Cancelling a subscription

You can cancel at any time. A cancellation takes effect at the end of the period you have already paid for: the plan keeps running until that date, you are not charged again, and the account then moves to the Free plan. Your prompt, connections, leads and conversation history stay on the account as described in the Privacy Policy.

Direct billing (Egypt): nothing renews by itself. A renewal invoice is sent seven days before the month ends; if it is not paid, the plan is not renewed and no money is taken. To stop, simply do not pay the renewal, or tell us and we close the invoice.
Card through Paddle: open My Subscription in the dashboard and choose “Manage card, invoices & cancellation”, or use the link in your Paddle receipt. The subscription ends at the end of the current billing period.
Through Shopify: cancel the plan from the app's page in your Shopify admin, or uninstall the app. Shopify's own rules for app charges apply to any refund.

5. Who returns the money

How you paid	Who refunds	How to ask
Bank transfer, InstaPay or Vodafone Cash (Egypt)	Excelia Marketing, to the account or wallet the payment came from	Email or WhatsApp us (section 7) with the invoice number
Card, outside Egypt	Paddle, to the card used, under this policy and Paddle's buyer terms	Contact Paddle through paddle.net, or write to us and we pass the request on
Shopify App Store	Shopify, under its app-charge rules	From your Shopify admin, or write to us and we open the request with Shopify

Our order process for card payments is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Paddle's charge appears on your card statement with the prefix “PADDLE.NET*”.

6. Meta's charges are separate

You connect your own WhatsApp Business account with your own payment method, so WhatsApp conversation and message fees are billed to you by Meta directly. They are not part of your ExceliaBOT plan, we do not collect them, and this policy does not cover them.

7. How to ask for a refund

Write to us with the email address on the account and the invoice or receipt number:
Email: [email protected]
WhatsApp: +20 103 370 7172

We answer within two business days. An approved refund goes back the way you paid, usually within ten business days of approval; card refunds can take a few more days to show on your statement depending on your bank.

8. Changes to this policy

We may update this policy as the platform and the ways to pay evolve. We change the date at the top and, for material changes, tell account owners by email or in the dashboard before they take effect.