Operated by Clouders Tech · CR: 40879 · TRN: 765-919-311

Reply24 — Refund Policy

Effective Date: 30 August 2026

1. Introduction

This Refund Policy explains when and how Subscribers of the Reply24 platform ("Platform" or "Service"), operated by Clouders Tech · CR: 40879 · TRN: 765-919-311, may be eligible for a refund of fees paid. This Policy forms part of, and should be read together with, the Reply24 Terms and Conditions. In the event of any conflict between this Policy and the Terms and Conditions, the Terms and Conditions shall prevail.

2. Scope of This Policy

This Policy applies to all fees paid by Subscribers for the Service, including:

  • One-time setup fees.
  • Recurring monthly or annual subscription fees.
  • Usage-based charges, where applicable (such as additional AI conversation volume or connected channels).

3. Non-Refundable Fees

The following fees are strictly non-refundable under any circumstances:

  • One-time setup fees, once payment has been processed.
  • Any subscription fee where the Service has been actively used, including but not limited to connecting a Connected Channel, uploading or configuring Knowledge Base content, training the AI Agent, or sending or receiving messages.
  • Usage-based charges already incurred (such as AI conversation volume consumed).
  • Fees for any billing cycle after the first, except where required by applicable law.

4. Refund Eligibility

A Subscriber may be eligible for a refund of their monthly or annual subscription fee only where all of the following conditions are met:

  • The refund request is submitted within 7 calendar days of the first billing cycle.
  • The Subscriber has not actively used the Service during that period (see Section 3 above for examples of active use).
  • The Subscriber has not previously received a refund for the same account.

Refund requests that do not meet all of the above conditions will not be approved. No refund requests will be accepted after the 7-day period described above, or following actual integration with any Connected Channel or Third-Party Integration, regardless of the reason for the request.

5. Partial Refunds for Multi-Month and Prepaid Plans

This Section applies where a Subscriber pays in advance, in a single transaction, for more than one billing cycle (for example, a quarterly, semi-annual, or annual plan).

5.1 The First Cycle

The first billing cycle within a multi-month plan is subject to the same eligibility conditions set out in Section 4 above (7-day window and no active use). If the Subscriber does not meet those conditions, the fee attributable to the first cycle is non-refundable.

5.2 Future, Not-Yet-Started Cycles

For any subsequent billing cycle(s) within the prepaid term that have not yet started, the Subscriber may request a partial refund of the amount attributable to those future cycles, provided the request is submitted before the start date of the relevant cycle. There is no requirement that the Subscriber avoid using the Service during already-elapsed cycles in order to remain eligible for a refund of future, not-yet-started cycles.

5.3 Recalculation Where a Multi-Month Discount Applied

Where the prepaid plan was sold at a discounted rate in exchange for committing to multiple billing cycles, any partial refund under this Section will be calculated as follows:

  • Each elapsed or in-progress billing cycle is first re-priced at Reply24's then-current standard single-cycle (non-discounted) rate for the relevant plan.
  • The total of the re-priced elapsed cycle(s) is deducted from the total amount actually paid by the Subscriber for the full prepaid term.
  • The remaining balance is refunded to the Subscriber as the value attributable to the future, not-yet-started cycles.

In other words, the multi-month discount applies only where the Subscriber completes the full prepaid term. If the Subscriber requests a partial refund before completing that term, the discount is forfeited and the elapsed cycle(s) are charged at the standard rate before calculating the refundable balance.

5.4 Illustrative Example

A Subscriber purchases a 3-month plan for a discounted price of EGP 4,500 (a saving of EGP 900 compared to the standard monthly rate of EGP 1,800 × 3 = EGP 5,400). After 1 month, the Subscriber requests a refund for the 2 remaining, not-yet-started months. The elapsed month is re-priced at the standard rate of EGP 1,800. The refundable amount is therefore: EGP 4,500 (total paid) − EGP 1,800 (standard rate for 1 elapsed month) = EGP 2,700 refunded to the Subscriber.

This example is illustrative only; actual figures depend on the Subscriber's specific plan and pricing at the time of purchase.

5.5 Usage-Based Charges

Any usage-based charges already incurred (as described in Section 3 above) remain non-refundable and will be deducted before calculating the refundable balance under this Section.

6. How to Request a Refund

To request a refund, the Subscriber must:

  • Submit a request through the dashboard, via the official Contact Us page, or by contacting Live Chat support, within the eligibility period described in Section 4 or Section 5, as applicable.
  • Provide the account email address, the date of payment, and the reason for the refund request.

Reply24 will review each request and respond within a reasonable timeframe, generally within 5 business days of receipt.

7. Refund Processing

  • Approved refunds will be issued to the original payment method used at checkout.
  • Processing times may vary depending on the payment provider or bank, and typically take between 5 and 14 business days to reflect in the Subscriber's account after approval.
  • Reply24 is not responsible for delays caused by the Subscriber's bank or payment provider.

8. Cancellation Is Not the Same as a Refund

Cancelling a subscription stops future automatic renewals but does not, by itself, entitle the Subscriber to a refund of fees already paid. A Subscriber who cancels mid-cycle will generally retain access to the Service until the end of the current billing cycle, with no partial refund for the unused portion of that cycle, except as expressly provided in Sections 4 and 5 above.

9. Service Suspension or Termination for Non-Payment

Where the Service is suspended or terminated due to non-payment, in accordance with the Terms and Conditions, no refund is due for fees paid prior to suspension or termination.

10. Chargebacks and Payment Disputes

Subscribers are encouraged to contact Reply24 support directly to resolve billing concerns before initiating a chargeback or payment dispute with their bank or card provider. Initiating a chargeback without first contacting Reply24 may result in immediate suspension of the account while the matter is investigated. Reply24 reserves the right to contest chargebacks that are inconsistent with this Policy or with actual usage of the Service.

11. Changes to This Policy

Reply24 reserves the right to amend this Refund Policy at any time. Material changes will be communicated to Subscribers via their registered email address at least 14 days before the changes take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Policy.

12. Contact Us

For any questions or refund requests, please contact us via:

  • Email: available on the "Contact Us" page of the official website.
  • Contact form: Start your free trial
  • Live Chat support available within your dashboard.

By using the Reply24 platform, you confirm that you have read, understood, and fully agree to this Refund Policy.

Clouders Tech © 2026 · CR: 40879 · TRN: 765-919-311