Refund Policy

Effective Date: 18 April 2026  |  Version 1.0  |  Jurisdiction: Arab Republic of Egypt

1. Scope

This Policy applies to all paid digital products and services purchased from https://digisoul.io, including digital downloads, SaaS subscriptions (Naqsh, Daleel, SentinelSphere, AI4X), online courses and certifications (AIFP, C-AIDAP™), live workshops and webinars, and one-on-one consulting sessions.

2. Regulatory Framework (Egypt, 2026)

3. Consent to Immediate Performance (Waiver of Withdrawal)

This waiver does not remove the Customer’s mandatory statutory rights, including the right to a refund where DigiSoul is at fault.

4. Refund Eligibility Matrix

5. Courses, Certifications, Workshops

• Self-paced courses & prompt libraries: fully refundable within 7 days of enrollment if < 20% of content has been consumed (measured by platform analytics — videos watched, modules opened, files downloaded).
• Cohort-based certifications (e.g., AIFP, C-AIDAP™):
  • Cancellation > 14 days before cohort start — 100% refund or free transfer to a later cohort.
  • Cancellation 7–14 days before start — 50% refund or free transfer.
  • Cancellation < 7 days before start or after start — no refund; one transfer to a later cohort may be offered at DigiSoul’s discretion.
• Live workshops & seminars: same tiers as cohort-based certifications above.
• DigiSoul cancellation or rescheduling: if DigiSoul postpones or cancels a program, the Customer receives a full refund or free transfer, at the Customer’s election.

6. SaaS Subscriptions (Naqsh, Daleel, SentinelSphere, AI4X)

• Monthly plans: Cancel any time; access continues until the end of the paid cycle. No pro-rata refund for the current month unless there is a service failure attributable to DigiSoul.
• Annual plans: Eligible for a pro-rata refund of unused whole months if cancelled within the first 14 days OR if a material service defect persists unresolved for more than 14 consecutive days.
• Free trials converting to paid: Refundable within 3 business days of the first paid charge if usage is minimal and the Customer did not intend to continue.
• Auto-renewal: Customers are notified by email at least 7 days before renewal. Post-renewal refunds follow the rules above.

7. Custom / Commissioned Deliverables

Custom engagements (bespoke audits, custom AI agent builds, tailored training, commissioned content) are governed by the signed Statement of Work (SOW). Refunds for such engagements are limited to:

• Work not yet started: Full refund less non-recoverable third-party costs.
• Work in progress: Pro-rata refund for incomplete milestones, with DigiSoul retaining payment for completed work.
• Delivered work accepted by the Customer: Not refundable, subject to warranty provisions in the SOW.

8. How to Request a Refund

1. Email refunds@digisoul.io with the subject line “Refund Request — Order #[your order number]”.
2. Include: full name, registered email, order/invoice number, purchase date, product name, reason for request, and any supporting evidence (screenshots, error logs, correspondence).
3. Our team will acknowledge within 2 business days and issue a determination within 7 business days of receiving complete information.
4. Approved refunds are processed to the original payment method within 10 business days of approval. Bank-side settlement may add 3–14 additional business days depending on the issuer.
5. A credit note / tax-compliant electronic invoice is issued in line with Egyptian Tax Authority e-invoicing rules, reversing VAT where applicable.

9. Payment Method Notes

10. Chargebacks & Payment Disputes

We encourage Customers to contact us before initiating a chargeback with their bank or card issuer — most issues are resolved faster through direct support. Where a chargeback is filed:

• DigiSoul will cooperate fully with the issuer and provide the evidence package (order records, delivery logs, consent artifacts).
• Fraudulent or abusive chargebacks may result in permanent account closure and referral to the Egyptian Consumer Protection Agency (CPA) and law enforcement under Law 175/2018.
• Legitimate unauthorized-transaction disputes are handled in accordance with CBE guidelines and Visa/Mastercard scheme rules.

11. Non-Refundable Items

• Downloadable files once the download has been initiated (unless defective).
• License keys once activated.
• Courses / workshops after substantial consumption (> 20% of content).
• Consulting sessions delivered in full.
• Custom work delivered and accepted.
• Gift cards, promotional credits, and discounted bundle items where the bundle has been partially consumed.

12. Exceptional Circumstances

DigiSoul may, at its sole discretion and without setting a precedent, issue goodwill refunds or store credits in exceptional circumstances (serious personal hardship, verified billing anomalies, etc.). Requests should be sent to refunds@digisoul.io with supporting context.

13. Dispute Resolution & Consumer Rights

Nothing in this Policy limits the Customer’s mandatory rights under Egyptian consumer law. If a refund determination is not satisfactory, the Customer may:

1. Request internal escalation to DigiSoul’s Customer Success Lead via escalations@digisoul.io.
2. File a complaint with the Egyptian Consumer Protection Agency (CPA).
3. Pursue judicial remedies before the competent courts of Cairo, Egypt.

14. Policy Updates

DigiSoul may amend this Policy to reflect legal developments or service changes. Amendments do not apply retroactively to completed purchases. The “Effective Date” is updated at the top of the page on every revision.

15. Contact

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