This policy explains when amounts are and are not refunded in relation to your subscriptions and services on the Safqi platform.
This policy concerns your relationship with us as a merchant. Refunding buyers in your own store is your responsibility as the seller and is governed by the policy you publish in your store — see clause 6.
The Arabic text of this policy is the authoritative version. This English translation is provided for convenience; in case of conflict, the Arabic prevails.
1. General rule
All amounts paid to the platform are paid in advance and non-refundable, unless this policy expressly provides otherwise or Iraqi law requires otherwise.
The reason is that the service becomes available to you as soon as payment is made, and part of the cost (infrastructure, gateway fees, provider services) is consumed immediately and cannot be recovered.
2. Subscriptions
2.1 No refund for a period in progress
When you cancel, you keep the full benefits of your plan until the end of the paid period, after which it does not renew. No part of the current period's value is refunded, whether or not you used the service during it.
2.2 Upgrades
On upgrade you are given credit for the unused portion of your current period, applied against the new plan's price. This is an internal credit, not a cash refund: it is not paid out to you, is not transferred to your bank account, and any excess over the new plan's price is not paid out.
No proration credit is calculated in two cases: a plan granted free of charge by administration, and where the old and new periods are in different currencies.
2.3 Downgrades
No cash difference is paid out when downgrading to a cheaper plan. The downgrade takes effect at the end of the paid period.
2.4 Unwanted renewals
There is no automatic renewal charged to a bank card — we do not retain card details. The only exception is a downgrade you scheduled yourself, which is debited from your wallet on its due date under the authorisation you gave in advance (clause 7.2 of the Terms of Use). If you were debited in this way without having scheduled a downgrade, contact us and we will put it right.
2.5 Cases where we do refund
We refund in full in the following cases:
- a duplicate charge for the same subscription and period;
- a charge went through but the plan was not activated due to a fault on our side;
- an incorrect amount charged compared with the published price;
- a material and prolonged service outage attributable to us that deprives you of the benefit of a paid period — we refund pro rata for the affected period or extend it, at our option.
Requests must be made within 14 days of the transaction date; we process them within a reasonable period after verification.
3. Wallet
- Wallet balance is not redeemable for cash and not withdrawable or transferable, whether it came from a top-up, plan credit or a referral reward.
- We do not refund a top-up once it has completed and the balance has been added successfully.
- We do refund where you were charged and the balance was not added to your wallet, or where the same transaction was charged twice.
- On closure or termination of your account, any remaining balance lapses without compensation.
- The monthly plan credit is a grant tied to an active subscription; it has no cash value, is not refundable, and is not paid out on cancellation.
- A referral reward is internal credit only, and we may withdraw it if the referral is shown to be artificial.
4. Metered services
4.1 Artificial intelligence
Usage actually performed is non-refundable, because its cost is paid to the model provider at the moment of execution. We do not refund because you disliked the output or did not use it — output is advisory by nature.
We do refund an operation that failed technically on our side and returned no result yet was still charged, or that was charged twice.
4.2 WhatsApp messages
- A message that was sent is non-refundable, even if the recipient did not read it or the number was wrong — you supplied the number.
- A message that fails or is skipped is never charged, so no refund arises.
- We refund duplicate charges, or a charge with no send.
4.3 Paid apps
A paid app is purchased once, debited from the wallet, and is non-refundable after installation. Try the app and read its description and permissions before buying.
We refund where the app has been entirely non-functional since installation for a reason attributable to us and cannot be fixed within a reasonable period. For independent developers' apps, the refund is a matter for that developer, and we will help you make contact.
5. Manual transfers
- A rejected or incomplete transfer does not activate the plan and nothing is charged by us; any amount held by the transfer intermediary must be claimed from them.
- If you transfer more than the plan's price, we add the difference to your wallet as credit (not cash).
- If you transfer less, the plan is not activated until the amount is complete.
- If your receipt is rejected as unclear or inconsistent, we notify you so you can correct it.
6. Your store buyers' money
This section concerns amounts paid by your customers, not your own subscription.
- You are the seller, and the responsibility for accepting or refusing a refund under your published policy and Iraqi law rests with you.
- Online payments in your store are collected through the platform's gateway accounts in our capacity as collection agent (clause 12 of the Terms of Use), and are remitted to you after deduction of amounts due.
- Any amount you refund to a buyer, or that is charged to us as a result of a dispute or chargeback, is deducted from you: from unsettled amounts, from your wallet, or by direct claim.
- Refund execution at some gateways is manual and is not available as a button in the admin panel; contact support with the order number and transaction reference to request it.
- Cash on delivery never passes through us; settling such a refund is between you and the shipping company or courier.
7. How to submit a refund request
Write to [[SUPPORT_EMAIL]] from the email registered on your account, including:
- the store name and domain;
- the transaction date, amount and reference (the transaction number from the payments page or the gateway's message);
- a brief reason and any supporting attachments.
We acknowledge receipt and decide within a reasonable period after verification. Where approved, the amount is returned by the original payment method wherever possible, and may take additional time to arrive as determined by the gateway or bank.
8. Fees that are never refundable
- Payment gateway and transfer fees deducted for the benefit of third parties.
- Exchange rate differences.
- Any fee charged by your bank or wallet provider.
9. Your legal rights
Nothing in this policy detracts from any right granted to you by Iraqi law that cannot lawfully be contracted out of.
10. Changes
We may update this policy; a change applies only to transactions occurring after its publication date.
11. Contact
- Email: [[SUPPORT_EMAIL]]
- Phone: [[SUPPORT_PHONE]]