Legal

Refund & Cancellation Policy

Last updated: September 2026

This policy covers the fees that stores pay Mortaga for using the service: how they are billed, how to cancel, and when we refund them.

Returning something you bought from a store? This page is not about that. Refunds and exchanges for your order follow that store's own return policy, so please contact the store directly.

How billing works

• Plans are billed monthly, in Egyptian pounds (EGP). Each billing period starts on the day your subscription started.
• Your plan price, and any fee per return processed, are listed on our Pricing page and shown in your dashboard before you choose a plan or pay.
• Nothing is charged automatically. You pay for each period yourself, online through Paymob or by bank transfer, and we confirm the payment.
• Upgrading takes effect straight away. Downgrading takes effect at the start of your next billing period.

Free trial

When we give an account a free trial, nothing is charged during it. When the trial ends, you are not charged automatically. To keep using Mortaga, choose a plan and pay for your first period.

Cancelling

• You can cancel at any time by emailing support@mortaga.site from the email address on your account.
• After you cancel, no further periods are billed.
• You keep access until the end of the period you have already paid for.

When we refund

The service is available to you from the first day of each period, so a period's fee is not refundable once that period has started, and fees per return are not refundable for returns already processed. We do refund in these cases:

• You paid twice for the same period: we refund the extra payment in full.
• You were charged the wrong amount, different from what your dashboard showed: we refund the difference.
• The service did not work for your account for a significant part of a paid period because of a problem on our side: we refund the affected part of that period.

How to ask for a refund

Email support@mortaga.site within 14 days of the payment, with your store name, the payment date, the amount, and the reason. We reply within 3 business days.

How refunds are paid

• Card payments made through Paymob are refunded to the same card. Depending on your bank, it can take 7 to 14 business days to appear.
• Bank transfers and Instapay payments are refunded to the account they came from.

Contact

Billing questions: support@mortaga.site, or see our contact page. See also our Terms of Service.