Refund and cancellation policy
Last updated: 21 October 2026
The Arabic version of this document is the legally binding one. This English translation is provided for convenience; where the two differ, the Arabic text governs.
This policy explains when you are entitled to a refund of what you paid for Elyvoq, how to request one, and how long it takes. It forms part of Terms and conditions and supplements it.
Elyvoq is software delivered online on a subscription. Nothing physical is shipped and there are no goods to return — what is refunded is an amount paid.
1. Scope of this policy
- •Elyvoq subscriptions of every term — monthly, quarterly, semi-annual and annual.
- •Additional message packs bought on top of the subscription allowance.
- •Setup fees, where the contract or quote includes them.
Where a signed contract between you and IcoreSoft sets out different refund terms, the contract prevails.
2. The refund window
You may request a refund of a first new subscription within 14 days of payment, unless the message allowance consumed in that period exceeds 20% of the period’s allowance.
After those fourteen days the current period is not refundable. You can still stop renewal at any time — the service then runs to the end of the paid period and stops.
Subsequent renewals are not refundable, except in the cases listed in section 4.
3. What is not refundable
- Messages already consumed — every reply delivered to your customer was deducted from your balance and its cost paid to the provider at the moment of delivery.
- Third-party costs incurred on your behalf: Meta’s charges for paid WhatsApp conversations, and AI model consumption.
- Setup or custom development fees, once the work has been carried out and delivered.
- Earlier periods during which the service was used and which have ended.
- Credits or discounts granted free of charge or as part of a promotion.
4. Cases refunded in full
- A duplicate charge for the same invoice, or an amount charged in excess of what is due.
- A charge taken after a confirmed cancellation.
- Our inability to activate the service, for a reason on our side, within the agreed period.
- A payment not made by the account holder, where the service was not used afterwards.
In these cases the amount is refunded in full with no deduction, and the fourteen-day window does not apply.
5. Additional message packs
An additional message pack is prepaid credit. Whatever is left unconsumed is refundable within 14 days of purchase, after deducting what has actually been used.
Credit from additional packs does not expire at the end of the monthly period — it carries over, unlike the subscription allowance itself, which is renewed each period and does not accumulate.
6. How to request a refund
Send your request from the email registered on the company account to contact@elyvoq.com, or call +20 115 137 5290, including:
- •The company’s name on the platform.
- •The invoice number or the payment reference, and its date.
- •The amount you are asking to be refunded, and why.
We may ask for proof that you are authorised to administer the account before carrying out any refund.
7. Review and processing times
- •We acknowledge the request within 2 working days.
- •We tell you whether it is accepted or refused — with the reason — within 7 working days.
- •An accepted refund is processed within 14 working days of acceptance.
- •When the amount appears in your account after that is up to the card issuer and may take a further 5 to 21 working days, which is outside our control.
8. How the money is returned
The amount is returned to the same payment method it was paid with, in the currency of the original transaction. We do not transfer to a different card or account.
We charge no administrative fee on a refund. Any difference arising from the exchange rate, or any fee charged by the card issuer, is not borne by us.
Online card payments are made on the page of a payment gateway licensed by the Central Bank of Egypt; card details are never stored on our systems.
9. Cancellation and stopping renewal
You may request cancellation at any time by email or phone at the contacts below. Cancellation stops the next renewal; the service continues to the end of the paid period.
After the contract ends your data stays available for export for 30 days, after which it is deleted in line with the retention periods in the privacy policy.
10. Disputing a payment
If a payment looks wrong to you, write to us first — we can usually settle it faster than the bank’s process. Opening a dispute with your bank before contacting us may lead to the account being suspended until the bank’s procedure concludes.
11. Changes to this policy
We may update this policy as the service or legal requirements change. The last-updated date is shown at the top of the page, and the version in force at the time a payment is completed is the one that applies to it.
12. Contact
IcoreSoft — the operator of Elyvoq.
Email: contact@elyvoq.com
Phone: +20 115 137 5290
Website: icoresoft.org
Working hours: Sunday to Thursday, 10:00 – 18:00 Cairo time.