Refund & Return Policy
Clear policies for SellioAI SaaS subscriptions, wallet balances, and statutory consumer return rights under Egyptian Law No. 181/2018.
1. Policy Scope & Overview
This Refund & Return Policy defines refund and cancellation terms for SellioAI across two distinct operational areas:
- Part A: SellioAI Platform Subscriptions & Wallet Credits (B2B): Covers SaaS software subscriptions, free trials, and AI wallet top-ups for merchants.
- Part B: Merchant Storefront & Consumer Product Returns (B2C): Outlines consumer return rights under Egyptian Law No. 181/2018 for physical merchandise purchased on merchant storefronts, and explains how merchants manage returns using SellioAI back-office tools.
2. Part A: SellioAI SaaS Subscriptions & Free Trials
2.1 14-Day Risk-Free Trial
New merchants on eligible subscription tiers receive a full 14-day free trial. If you cancel your subscription at any time prior to day 14, no charges are incurred.
2.2 Monthly Plans & 7-Day Inactive Refund Window
Monthly plans renew automatically each billing cycle. You may disable automatic renewal at any time from your dashboard, retaining full access until the current cycle expires.
First-Time Inactive Refund: If a merchant is charged for an initial monthly cycle but has not actively used the service (defined as 0 orders created and under 50 AI messages), a 100% refund may be requested within seven (7) calendar days of the charge date. Subsequent recurring renewals are non-refundable once the billing period has commenced.
2.3 Annual Plans & 14-Day Prorated Refund
If you purchase an annual subscription and decide within fourteen (14) days that the Platform does not meet your operational needs, you may request a refund. We will refund the remaining balance after deducting the standard, non-discounted single-month rate for the active period.
3. Part A: Wallet Balances & AI Token Credits
SellioAI uses a prepaid wallet balance for high-volume automated messaging and AI tokens:
- Unused Wallet Balance (Refundable): Unconsumed wallet funds can be refunded within thirty (30) days of top-up upon verified merchant request, minus third-party payment gateway transaction fees (typically 2.5% to 3.5%).
- Consumed AI Credits & Broadcast Messages (Non-Refundable): Any wallet credits expended on generative AI model inference, WhatsApp API template messaging, or automated SMS notifications are non-refundable once executed.
- One-Time Developer Setup & Migration Services: Custom implementation, catalog migration, or dedicated onboarding services are non-refundable once delivery has begun.
4. Part A: Refund Request Procedure for Merchants
To submit a refund request for SaaS subscriptions or wallet balances:
- Email
sellioai@gmail.comfrom your registered account email address. - State the subject line: Subscription Refund Request — [Store Name].
- Include your transaction reference ID, payment date, plan type, and the reason for the request.
5. Part B: Consumer Product Returns (Egyptian Law No. 181/2018)
SellioAI is a technology provider, not the seller, manufacturer, or distributor of physical merchandise sold on merchant storefronts (/store/[slug]). The commercial purchase contract exists strictly between the merchant and the consumer.
Consumer Rights under Egyptian Consumer Protection Law (Law No. 181 of 2018):
- 14-Day Right of Return / Exchange: Consumers have the statutory right to return or replace non-defective goods within 14 days of delivery, provided the item is in its original packaging, unused, with tags and receipt intact.
- 30-Day Defective Product Guarantee: If an item contains a manufacturing defect, transit damage, or does not conform to advertised specifications, the consumer is legally entitled to a 100% replacement or refund within 30 days of receipt, with zero additional shipping charges.
- Statutory Exceptions: Made-to-order customized goods, perishable foodstuffs, unsealed personal hygiene items, and digital downloads once accessed are non-returnable by law.
6. Part B: Managing Returns in SellioAI Back-Office
SellioAI provides merchants with a dedicated Returns & Exchanges CRM module (/dashboard/returns):
- Ticket Logging: Link return or exchange tickets directly to original order IDs and customer contact records.
- Reverse Courier Pickup: Dispatch courier pickups (e.g. Bosta, Fastlo reverse logistics) to collect packages from customer doorsteps with automated AWBs.
- Inspection & Settlement: Log item inspection outcomes and process customer refunds or store credit vouchers.
7. Part B: Buyer Dispute Assistance & Trust Protection
If you are an end-consumer experiencing difficulty with an order from a merchant hosted on SellioAI:
- Contact the merchant directly using the phone or WhatsApp contact link in their storefront footer (
/store/[slug]/policy/returns). - If the merchant is unreachable within four (4) business days, or unlawfully rejects statutory return rights, forward your purchase receipt and details to
sellioai@gmail.comwith the subject Store Complaint — [Store Name]. - SellioAI audits merchant complaints. Stores engaging in fraudulent conduct or violating consumer protection laws face platform termination and referral to regulatory authorities.
8. Quick Reference Matrix
| Item / Plan | Window | Condition | Processing |
|---|---|---|---|
| SaaS Free Trial | 14 Days | Cancel anytime before day 14 | Instant ($0 charge) |
| Initial Monthly Plan | 7 Days | Inactive store (0 orders, <50 AI messages) | 5–14 business days |
| Annual SaaS Plan | 14 Days | Prorated minus single-month fee | 5–14 business days |
| Unused Wallet Balance | 30 Days | Unconsumed balance minus gateway fees | 5–14 business days |
| Storefront Non-Defective | 14 Days | Original condition, receipt, sealed package | Merchant policy |
| Storefront Defective Item | 30 Days | Manufacturing defect, 100% replace/refund | Statutory guarantee |
9. Billing & Returns Support Contact
For questions regarding subscriptions, wallet refunds, or merchant disputes:
SellioAI Billing & Returns Desk
Email: sellioai@gmail.com
Location: Cairo, Arab Republic of Egypt
Other Legal Policies
These policies are governed by the laws of the Arab Republic of Egypt, including Personal Data Protection Law No. 151/2020 and Consumer Protection Law No. 181/2018. For legal questions, contact sellioai@gmail.com.