Refund Policy
سياسة الاسترجاع
Fair & Transparent Terms for Archbot Services
1. Introduction & Free Trial
At Arch Atom, we are fully confident in the quality of the AI solutions we provide through Archbot. To ensure a risk-free experience, we offer a permanent free tier (100 messages). We strongly encourage every new customer to use this tier first to test all core features and confirm Archbot fits their business needs before purchasing any paid plan. Because this free evaluation period exists, refund requests are assessed against the fair-usage conditions described below rather than granted automatically.
2. Subscription Refunds (100% Money-Back)
If you upgrade to a paid subscription for the first time and change your mind, you can request a full refund within 7 calendar days of the payment confirmation date, subject to a Fair Usage Condition:
- You must not have consumed more than 50 messages from your paid quota.
- If usage exceeds 50 messages, the subscription is considered actively used and becomes non-refundable.
- This one-time guarantee applies to your first paid subscription only. Automatic renewals and subsequent billing cycles are not covered by the 7-day window, but remain eligible for a refund under Section 4 (Technical Outages) if applicable.
- If you wish to avoid a renewal charge, you may cancel auto-renewal at any time before the next billing date from your account settings.
3. Top-ups & Extra Credits
Due to the operational costs of AI tokens and third-party messaging fees, purchases of extra credits (for messages or ad campaigns) are considered final and non-refundable once any portion of them has been consumed. If you purchase an add-on by mistake and it remains completely unused (0% consumption), you may request a full refund within 48 hours of the purchase timestamp shown on your invoice. Requests submitted after this window, or after any usage has occurred, cannot be processed.
4. Technical Outages (SLA Guarantee)
If Archbot services experience technical downtime originating from our own servers or infrastructure that remains unresolved for more than 24 continuous hours, you are eligible for a full refund of your active monthly subscription, regardless of your usage volume, as part of our commitment to service quality. This guarantee excludes: (a) pre-announced scheduled maintenance, (b) outages caused by third-party providers such as Meta/WhatsApp, payment gateways, or your own internet connection, and (c) force majeure events. Outage refund claims must be reported to support within 7 days of the incident, along with the approximate start and end time of the disruption.
5. Non-Refundable Costs
Certain charges are collected on behalf of, or passed through from, third parties and cannot be refunded by Arch Atom under any circumstances, including:
- WhatsApp / Meta conversation-based messaging fees already billed by Meta.
- Payment gateway processing fees charged by Paymob or the relevant payment provider.
- Custom development, integrations, or bespoke automation work already delivered.
- Applicable taxes and government fees.
6. Zero-Tolerance for Abuse & Spam
Your right to any refund is immediately voided, and your account may be suspended or terminated without prior notice, if Archbot is used to send spam, commit fraud, or engage in any activity that violates Meta's (Facebook/WhatsApp) platform policies or applicable law, or that harms our platform's reputation or infrastructure. We will notify you by email of the reason for any such action and, where applicable, of any next steps available to you.
7. Chargebacks & Payment Disputes
We ask that you contact our support team before filing a chargeback or payment dispute with your bank or card issuer, so we can review your request under this policy and resolve it directly. Filing a chargeback for a charge that does not meet the eligibility criteria above may be treated as a policy violation and can result in immediate suspension of your account while the dispute is investigated with our payment provider.
8. General Legal Terms
- Free Services: Any onboarding, setup, or training sessions provided for free carry no cash value and cannot be refunded.
- Refund Method: All approved refunds are returned only to the original payment method used for the purchase. We cannot issue refunds to a different card, account, or via cash/bank transfer.
- Modifications: Arch Atom reserves the right to amend this policy at any time. Changes take effect upon being posted on this page, and continued use of Archbot after a change constitutes acceptance of the updated policy.
- Relationship to Other Terms: This Refund Policy should be read together with our Terms of Service; in the event of a conflict specifically about refunds, this policy governs.
- Governing Law: This policy is governed by and construed in accordance with the e-commerce laws of the Arab Republic of Egypt, and any dispute not resolved amicably shall be subject to the exclusive jurisdiction of the competent Egyptian courts.
9. How to Request a Refund
If you meet the eligibility criteria outlined above, email our support team with: (1) the email address on your Archbot account, (2) your invoice or order ID, and (3) a brief reason for your request. Our team aims to respond within 2 business days. Approved refunds are processed back to your original payment card via Paymob within 5 to 10 business days.