Refund Policy
Last updated: August 2026
This policy explains when a seg-audit subscription payment is refunded, how to request it, and how long it takes. It applies to every subscription purchased through the platform. Cancelling your subscription itself is available to you at any time — which is not the same as getting a payment back; section 6 sets out the difference.
1. Who it applies to
It applies to paid subscription fees — monthly and annual plans and additional team seats — charged through the payment gateway from inside the platform.
The free plan carries no fee, so no refund arises from it. This policy also does not apply to a separate written agreement with the MFT office that carries its own terms.
2. Request window
A refund request is accepted within fourteen (14) days of the date the amount was charged. After that window, a request is accepted only in the two cases of a duplicate charge and a charge taken after an earlier cancellation, both listed in the next section.
3. When we accept a refund
- A duplicate or double charge for the same billing cycle.
- A charge taken after you had already turned off auto-renewal and before the renewal date.
- An amount charged that differs from the price shown on the pricing page at the time of purchase.
- A subscription that was paid for and produced no report at all, where the request is made within the fourteen-day window.
- An outage on our side that prevented reports from being generated and that we could not fix — refunded for the period the service was down.
4. When we decline a refund
- One or more reports were generated in the cycle being claimed: a report is a delivered product, and its analysis cost is paid at the moment it is issued and is not recoverable.
- The fourteen-day window has passed, other than the two exceptions in section 2.
- Dissatisfaction with the findings of a report that was generated faithfully from your own system data: every figure in a report is derived from your source or printed as “not available”, and gaps or inaccuracies in your source data are not a defect in the service.
- Additional team seats that were actually used during the paid month.
- An account suspended for breaching the terms of use or attempting to bypass the technical or security limits of the service.
- A request made by someone other than the account owner, or from an address other than the account email.
5. Annual subscriptions
An annual subscription is subject to the same fourteen-day window. After it passes there is no pro-rata refund for the remaining months, and the subscription stays fully active until the end of the paid term.
6. Cancelling is not the same as refunding
These are two different things, and they are often confused. Here is exactly what each one means:
Cancelling your subscription — at any time
Available to you at any time, with no restriction on timing and no reason required. You turn off auto-renewal yourself from the subscription page at any moment, and any upcoming charge stops. Your subscription stays fully active until the end of the paid period, after which your account moves to the free plan.
Getting a payment back — conditions apply
This does not follow from cancelling and does not happen automatically. It has a window (section 2), grounds for acceptance and refusal (sections 3 and 4), and request steps (section 7). In other words, cancelling stops the next charge; on its own it does not return an amount already paid.
7. How to submit a request
- Email our support address from the account email itself, or call one of the platform numbers below.
- State in your message: the account email, the plan name, the charge date and amount, the payment reference from the gateway receipt, and the reason for the request.
- If you want to stop any upcoming charge immediately, turn off auto-renewal yourself from the subscription page without waiting for our reply.
Do not send us your card details — neither the full number nor the security code. We never ask for them and never store them: the card does not touch our servers at all, only the payment gateway.
8. Processing time
- Acknowledgement: within one business day.
- Decision — accepted, or declined with a reason: within five business days of your request being complete.
- Execution: the amount is returned to the same payment method it was paid with, within fourteen business days of approval. We do not transfer to a different method.
When the amount then appears on your statement is up to your issuing bank, and may take a full statement cycle — a period outside our control.
Charges are settled in Egyptian pounds and refunds are made in Egyptian pounds for the same amount charged. Any difference arising from your card's exchange rate or international transfer fees charged by your bank is not part of what we collected.
9. Contact
For refund requests and any billing question: