Payment & Refund Policy
Last Updated: November 2024
Introduction
This Payment and Refund Policy outlines the terms and conditions for payments and refunds for Speaking Genie services. By purchasing our services, you agree to the terms outlined in this policy.
1. Payment Terms
Accepted Payment Methods
We accept various payment methods including credit cards, debit cards, and bank transfers. All payments are processed securely through our payment gateway partners.
Currency
All prices are listed in Egyptian Pounds (EGP) unless otherwise specified.
Billing Cycles
Individual subscriptions are billed monthly in advance. Organization plans follow a pay-as-you-go model where you purchase hour packages as needed.
2. Individual Subscription Plans
Monthly Billing
Individual plans are billed monthly at the beginning of each billing cycle. Your subscription will automatically renew each month unless cancelled.
- Amateur Plan: E£700/month for 5 practicing hours
- Dedicated Plan: E£1000/month for 10 practicing hours
- Rocket Plan: E£1700/month for 20 practicing hours
Auto-Renewal
Subscriptions automatically renew at the end of each billing period. You will be charged the current subscription rate unless you cancel before the renewal date.
Price Changes
We reserve the right to modify subscription prices. Active subscribers will be notified at least 30 days in advance of any price changes. Changes will take effect on your next billing cycle.
Cancellation Process
You can cancel your subscription at any time through your account settings or by contacting our support team. Cancellation will take effect at the end of your current billing period.
3. Organization Plans
Pay-As-You-Go Model
Organizations purchase packages of practicing hours based on their needs. There are no mandatory subscriptions or recurring charges.
Hour Packages
Organizations can purchase hour packages at different price tiers:
- Starter: E£249/hour (3000+ hours)
- Professional: E£499/hour (5000+ hours)
- Enterprise: Custom pricing (10000+ hours)
Balance Management
Organizations can monitor their hour balance through the dashboard and recharge at any time. Low balance notifications will be sent when hours are running low.
Hour Expiration
Purchased hours are valid for 12 months from the date of purchase unless otherwise specified in your contract.
4. Refund Policy - Individual Subscribers
Cancellation Anytime
You can cancel your subscription at any time. Cancellation takes effect at the end of your current billing period, allowing you to use the service until then.
No Refunds for Partial Months
Important: We do not offer refunds for partial billing periods. If you cancel mid-cycle, you will retain access until the end of your paid period, but no refund will be issued for the remaining days.
Exceptions
Refunds may be considered in the following exceptional circumstances:
- Technical issues that prevent you from using the service for an extended period
- Billing errors or duplicate charges
- Service not delivered as described
Refund Processing Time
If a refund is approved, it will be processed within 7-14 business days and credited back to your original payment method.
5. Refund Policy - Organizations
Refund Eligibility
Organizations may request a refund based on unused hours purchased. Refunds are calculated according to the formula below and are subject to deductions.
Refund Calculation Formula
Refund Amount = (Unused Hours × Price per Hour) - Deductions
Applicable Deductions
- Implementation Fees: As agreed in your contract
- Support Fees: As agreed in your contract
- Processing Fee: 5% of the refund amount
Example Calculation
| Purchased Hours: | 5000 hours |
| Used Hours: | 1000 hours |
| Unused Hours: | 4000 hours |
| Price per Hour: | E£499 |
| Subtotal: | E£1,996,000 |
| Implementation Fee: | -E£50,000 |
| Support Fee: | -E£30,000 |
| Processing Fee (5%): | -E£99,800 |
| Final Refund: | E£1,816,200 |
Request Timeline
Refund requests must be submitted within 90 days of the original purchase date. Requests submitted after this period may not be eligible for a refund.
Minimum Usage
Organizations must have used at least 10% of purchased hours before becoming eligible for a refund. This ensures that the service has been adequately evaluated.
6. Dispute Resolution
Contact Support
If you have any concerns, contact us at support@speakinggenie.com. We strive to resolve issues promptly and fairly.
Escalation
If not resolved, request escalation to management. We'll provide a final decision within 14 business days.
Timeframe
We aim to resolve all payment and refund disputes within 7-14 business days from your initial contact.
7. Changes to This Policy
We reserve the right to modify this policy at any time. Changes will be effective immediately upon posting. We will notify users of significant changes via email or through a notice on our platform. Your continued use constitutes acceptance of updated terms.
Need Help?
If you have any questions about this Payment and Refund Policy, please reach out to us: