Refund and Cancellation Policy

1. Subscriptions are paid in advance and are not refundable

All plans are billed in advance for the full term you selected — monthly, quarterly or yearly. Once a term has been paid for, that payment is final and is not refunded, in whole or in part. This applies whether or not you use the service during the term. It does not affect any right you have under applicable law that cannot be excluded by agreement.

2. Cancelling stops the next term, it does not refund the current one

You may cancel at any time. Cancellation takes effect at the end of the term you have already paid for, and your service continues normally until that date.

To avoid being invoiced for the next term, tell us at least 24 hours before your renewal date. A cancellation received in that window means no invoice is issued for the next term and nothing further is due. A cancellation received less than 24 hours before renewal, or after it, takes effect at the end of the following term, and that term is payable in full.

We do not hold your card. Nothing is charged automatically — cancelling in time simply means we do not invoice you again.

3. Free trial

Where a free trial is offered, it begins on go-live — the day your agent starts answering real conversations — not on the day you sign.

The trial is free to cancel. If you tell us before the trial ends, you pay nothing at all — no invoice is issued and no amount becomes due. If you do not cancel before the trial ends, your first paid term begins automatically and section 1 applies to it from that moment.

4. Setup fees

Where a one-time setup fee applies, it covers onboarding work — channel connection, agent training on your catalogue and policies, and configuration. Once that work has started, the setup fee is not refundable, including where you cancel during a trial. If you cancel before any onboarding work has begun, the setup fee is refunded in full.

5. Meta conversation charges

Charges billed by Meta for WhatsApp, Instagram and Messenger conversations are passed through to you at cost. They are set by Meta, not by us, and they are never refundable by us. We do not mark them up and we do not control them.

6. What we do refund

We refund, without argument and without you having to ask twice:

• a duplicate payment — the same invoice paid twice;
• an amount charged in error by us, or an amount exceeding the invoice;
• a payment made for a term in which, through our fault alone, the service was never delivered at all — not degraded, not partially working, but never started.

Refunds are issued to the original payment method or bank account within 14 working days of us confirming the error.

7. Service problems are handled with fixes and credits, not refunds

If the service underperforms, our remedy is to fix it, and where a failure is ours and material, to issue service credit applied to your next term. Credit is not exchangeable for cash. A defect, an outage, a change Meta makes to its platform, or a result you hoped for and did not get, does not create a right to a refund of a paid term.

8. Plan changes

An upgrade takes effect immediately, and the difference is invoiced for the remainder of the current term. A downgrade takes effect at the start of the next term — we do not refund the difference for the current one.

9. Suspension and termination for cause

If we suspend or terminate your account for non-payment, for breach of the acceptable-use section, or because Meta requires it through an enforcement action, fees already paid are not refunded and any unpaid balance remains due.

10. Chargebacks

If you have a billing concern, contact us first — we answer within two working days. Raising a chargeback or payment dispute without contacting us may result in suspension of the account until the matter is resolved, and any bank or processor fees we incur will be added to your balance.

11. Taxes

All amounts are exclusive of VAT and any other applicable tax, which is added where due. Where you are required to withhold tax, the amount payable to us is grossed up so that we receive the full invoiced sum. Tax already remitted is not refundable through us.

12. How to cancel

Cancel in the application, or write to support@odeer-ai.com from the email address on the account. Your cancellation is effective from the time we receive it, and we confirm it in writing. Please keep our confirmation — a cancellation we have no record of cannot be applied retroactively.

13. Governing law

This policy is governed by the laws of the Arab Republic of Egypt and is subject to the jurisdiction set out in section 18 of the Terms of Service.