Refund Policy

Last updated: January 2025

1. Overview

This Refund Policy applies to all paid subscription plans purchased through the Khoroga platform. By subscribing to our services, you agree to the terms outlined in this policy.

Khoroga provides business listing and analytics services to business owners on a subscription basis. This is a Business-to-Business (B2B) service agreement.

2. Subscription Plans

Khoroga offers the following subscription periods:

Monthly subscription (1 month)
Quarterly subscription (3 months)
Semi-Annual subscription (6 months)
Annual subscription (12 months)

3. Payment Methods and Renewal Types

3.1 Automatic Renewal (Card Payments)

Subscriptions paid via credit or debit cards (Visa/Mastercard) through Paymob will automatically renew at the end of each billing period at the then-current subscription rate.

3.2 Manual Renewal (Wallets & Fawry)

Subscriptions paid via mobile wallets (Vodafone Cash, Orange Money, Etisalat Cash, etc.) or Fawry require manual renewal before the subscription expires. No automatic charges will be made.

4. Refund Policy by Subscription Type

4.1 Monthly Subscriptions

No refunds are provided for monthly subscriptions
Upon cancellation, you retain access to services until the end of your current billing period
Your listing will be deactivated at the end of the paid period

4.2 Quarterly Subscriptions

No refunds are provided for quarterly subscriptions
Upon cancellation, you retain access until the end of your current quarterly period
In cases of documented, material service failure on our part, account credit may be issued at Khoroga's sole discretion

4.3 Semi-Annual Subscriptions (6 Months)

No refunds are provided for semi-annual subscriptions
Upon cancellation, you retain access until the end of your current 6-month period
In cases of documented, material service failure on our part, account credit may be issued at Khoroga's sole discretion

4.4 Annual Subscriptions

New subscribers only: You may request a full refund within fourteen (14) days of your initial purchase, provided:
- It is your first-ever annual subscription with Khoroga
- You have not previously received a refund from Khoroga
- Your account is in good standing with no policy violations
After 14 days: No refunds are provided
Exception: In cases of material service failure attributable to Khoroga, pro-rata account credit may be issued at our discretion

5. Non-Refundable Items

The following are not eligible for refunds under any circumstances:

Partial month/quarter/year usage
Subscription fees after the 14-day new subscriber window (annual plans)
Accounts terminated for policy violations
Accounts with fraudulent or misleading business information
Any promotional or discounted subscriptions (unless otherwise stated)
Setup fees or one-time charges (if applicable)

6. Refund Processing

6.1 Refund Method

Refunds are processed to the original payment method only
Card payments are refunded to the same card
Wallet payments are refunded to the same wallet
Cash refunds are not available (per Visa/Mastercard regulations)

6.2 Processing Time

Refund requests are reviewed within 7 business days
Approved refunds are processed within 14 business days
Bank processing may take an additional 7-14 business days to appear in your account

7. How to Request a Refund

To request a refund (if eligible), contact us with:

Email: [email protected]

Required Information:

Business name as registered on Khoroga
Account email address
Transaction date and amount
Payment method used
Reason for refund request

We will respond to your request within 7 business days.

8. Cancellation vs. Refund

Cancellation and Refund are different:

Cancellation: Stops future billing; you keep access until period ends
Refund: Returns money for eligible transactions (limited availability)

You can cancel your subscription at any time, but cancellation does not automatically entitle you to a refund.

9. Payment Failures

9.1 Card Payments (Auto-Renewal)

If your card payment fails, you have 7 days to update your payment information
We will send payment reminders on days 1, 3, and 7
Your listing remains active during this grace period
After 14 days of non-payment, your account will be suspended

9.2 Manual Renewal (Wallets/Fawry)

We will send renewal reminders 7 days and 3 days before expiration
If you do not renew before expiration, your listing will be deactivated
You have a 7-day grace period after expiration to renew and reactivate without losing your listing data
After 30 days, your listing data may be permanently deleted

10. Billing Disputes

If you believe you have been incorrectly charged:

Contact us at [email protected] within 30 days of the charge
Provide transaction details and reason for dispute
We will investigate and respond within 14 business days

Filing a chargeback with your bank without first contacting us may result in account suspension.

11. Service Interruptions

If Khoroga experiences service interruptions:

Under 24 hours: No compensation provided
24-72 hours: Account credit for affected days may be provided
Over 72 hours: Pro-rata account credit will be provided for the affected period

Service credits are issued at Khoroga's discretion and do not constitute cash refunds.

12. Account Termination by Khoroga

If Khoroga terminates your account for policy violations:

No refund will be provided
All fees paid are forfeited
You remain responsible for any outstanding charges

13. Changes to This Policy

Khoroga reserves the right to modify this Refund Policy at any time. Changes will be posted on our website and app. Continued use of our services after changes constitutes acceptance of the updated policy.

14. Governing Law

This policy is governed by the laws of the Arab Republic of Egypt. Any disputes shall be resolved by the competent courts in Cairo.

15. Contact Us

For refund and billing inquiries:

Email: [email protected]

Website: https://khoroga.app