Refund & Cancellation Policy

Last updated: August 2026

This page states plainly what is refundable, what is not, and how long each takes. Naqla charges a one-time setup fee and a monthly subscription per connected WhatsApp number; the two are treated differently, and the reason is explained below.

1. Cancelling your subscription

• You may cancel at any time, with no cancellation fee and no notice period.
• Email [email protected] from the address on your account, or send a message on WhatsApp to +20 11 3078 3896.
• Your service continues to the end of the period you already paid for. It is not cut off the moment you cancel.
• No further payment is taken after cancellation.

2. Refunds on the monthly subscription

Situation	Refund
Within 7 days of your first payment, service not yet activated	Full refund, including the setup fee
Within 7 days of your first payment, service activated	Full refund of the subscription; setup fee retained (see §3)
We fail to deliver the service as described	Full refund of the affected period
A custom integration is not delivered by the date agreed in writing, for a reason on our side	Full refund of what you paid for that integration
An unplanned outage of more than 48 continuous hours	Pro-rata credit or refund of the affected days
Cancelling part-way through a paid month	No partial refund; service runs to the end of the paid period
Duplicate or incorrect charge	Full refund of the duplicate

3. The setup fee

The one-time setup fee covers work carried out for you specifically: connecting your accounts, training the assistant on your material, and configuring your integrations. Once that work has been done it is not refundable, because it cannot be returned or resold.

If you cancel before setup begins, the setup fee is refunded in full.

Custom integrations are separate. Work built specifically for your business is quoted, dated and agreed in writing before it starts — see our Delivery & Service Activation Policy. Refunds on that work are measured against that written date, not the standard activation timeline. Cancel before we start and it is refunded in full; cancel part-way and you are charged only for the work already completed, itemised.

4. What is not refundable

• Message allowance already consumed.
• Fees charged by third parties — Meta's WhatsApp conversation charges, advertising spend, or another provider's fees. These are not Naqla's to refund.
• A period during which the service worked as described but was not used.

5. How to request a refund

Write to [email protected] with your account email and what happened. We answer within 1 working day and decide within 3 working days.

Approved refunds are returned to the same card or wallet used to pay. Your bank then typically takes 5–14 working days to show it — that part is outside our control, and we will send you the reference number so you can follow it up.

6. If you disagree with a decision

Reply to the same email thread and ask for it to be reviewed. A refusal will always be explained in writing with the reason. Nothing on this page removes any right you have under Egyptian consumer-protection law.