Cancellation and Refund Policy

01. Purpose and scope

SupplyMirror provides subscription-based software for importing supplier product information, monitoring prices and inventory, preparing product catalogues, and connecting merchant stores. This policy explains how paid subscriptions are cancelled, how payments are verified, when refunds can be requested, and how disputes are reviewed.

This policy should be read together with the Terms of Service, Privacy Policy, and the price and payment conditions displayed before an order is confirmed. It does not diminish rights that cannot legally be excluded.

02. Subscription and service activation

Plans, prices, capacity limits, and monitoring frequency are shown before payment. Published monthly prices are in Egyptian pounds (EGP). A request for a bank or wallet transfer is not itself a completed payment. Paid access begins only after the funds have been received and verified and the paid plan has been activated.

Free accounts, promotional trials, and administrative access grants are not treated as paid subscriptions merely because they provide features.

03. Seven-day first-payment request window

Under SupplyMirror's additional commercial refund offer, a customer may request a refund of the first verified payment for a paid plan within seven (7) calendar days of that plan's activation. The period starts at the recorded date and time when the verified first paid subscription becomes active; it does not start when an account is created, a trial begins, or a transfer instruction is issued.

This seven-day period is a voluntary commercial arrangement and is not represented as a universal statutory refund limit. Claims arising from payment errors, deficient service, or mandatory legal rights are considered separately even if raised later.

04. When a full first-payment refund is available

Subject to verification, a full first-payment refund is available under the commercial offer when the request arrives within the seven-day window, the first payment is confirmed, and the paid features have not been used substantially.

Simply signing in, viewing your account, or exploring settings is not considered substantial use by itself. Review may consider actual imports, monitoring runs, synchronisations, exports, and the volume of paid features consumed. Using a single feature does not automatically invalidate a request.

05. Refunds after substantial use

If paid features have been substantially used before the request, the case is assessed individually, taking account of the time used, work performed, benefit received, and any failure by SupplyMirror to provide the advertised service.

The outcome may be a full refund, an appropriate partial refund, or a reasoned refusal, subject to applicable law. Decisions are based on documented facts rather than an automatic denial triggered by any activity.

06. Payments and service problems requiring separate review

Duplicate payments, unauthorised or mistaken collections, charges inconsistent with the amount approved by the customer, and verified payments not credited to the proper workspace receive a separate financial review. Any confirmed overpayment is corrected using an appropriate refund or account adjustment.

If a material defect prevents normal use of a paid core feature, or the delivered service materially differs from the commitments displayed at purchase, we investigate and where appropriate seek to restore service, reperform the affected service, adjust the consideration, or refund it as required by the circumstances and law.

These issues are not automatically rejected because the seven-day first-payment offer has ended.

07. External suppliers and third-party services

Some SupplyMirror functionality depends on independent supplier sites, commerce platforms, authentication systems, and third-party services. Their outages, policy changes, additional verification, or access restrictions may temporarily affect imports, monitoring, and synchronisation.

Not every third-party outage is attributable to SupplyMirror. Nonetheless, this does not remove obligations expressly undertaken by SupplyMirror or legal remedies available where the contracted service is not delivered.

08. Cancellation and renewal arrangements

Manual-transfer plans do not automatically debit a bank account, payment card, or wallet every month. To extend manually paid access, a separate payment must be initiated and verified. Unpaid transfer requests can be cancelled, and renewal reminders may be stopped from Billing where offered or through Support.

If the customer separately authorises recurring billing with an enabled payment provider, the recurrence and cancellation conditions displayed at checkout and in that provider's account controls apply. Cancellation normally prevents future eligible renewals; it does not, by itself, undo a completed past payment. Verified prepaid access normally remains available until its recorded period ends, unless an approved refund or plan adjustment changes that status.

09. Trials, grants, discounts and promotional offers

Trial eligibility, duration and usage limits are specified before activation. Trials and complimentary administrative grants have no refundable payment value unless the customer actually made a corresponding payment.

A welcome discount, when offered, applies only to the eligible first payment within its advertised window and does not automatically carry into future renewals. Where a discounted payment is refunded, the refund is based on the amount actually received, not the undiscounted list price.

10. Changing, upgrading or downgrading a plan

Changes in plan tier or capacity may affect feature access, subscription dates, and charges. Before a paid change is confirmed, the customer should see any additional amount due or available credit and its effect on the subscription period.

Changing a plan does not automatically refund an already paid period. A workspace with an active administrative grant does not need to pay again to obtain the same existing access.

11. How to submit a refund request

Send your request to support@supplymirror.com or use https://www.supplymirror.com/contact. Include your workspace email, plan, payment and activation dates if known, amount and currency, order or transfer reference, and an explanation of the issue. Include a transaction receipt or error screenshot when relevant.

Never provide account passwords, complete payment-card numbers, banking one-time codes, or supplier/store API secrets. We may request limited additional evidence to verify account ownership and identify the transaction.

12. Acknowledgement, review and refund timing

We aim to acknowledge a complete request within two (2) business days and communicate an initial decision or substantive update within five (5) business days after receiving the information reasonably needed for review. Where further investigation is necessary, Support will explain the reason and provide progress updates.

For an approved refund, we aim to initiate the return of funds within seven (7) business days of approval, or sooner where a binding rule requires it. The time until funds appear in the recipient account also depends on the bank or payment provider. These service targets do not override shorter mandatory legal periods.

13. How approved refunds are returned

Where technically and legally possible, an approved refund is returned through the original payment method. If that is unavailable, Support will coordinate an alternative after verifying the entitled recipient and applicable banking or provider requirements.

Before processing, the customer is informed of the approved amount, proposed method, and any relevant lawful adjustments. We do not knowingly pay a refund to an unrelated or unverified third party.

14. Payment disputes and chargebacks

Customers may query or dispute a payment by contacting Support and may also exercise any lawful complaint or dispute rights through a bank, payment provider, or competent authority.

We retain relevant transaction, activation and support records for verification, fraud prevention, and legitimate dispute handling, subject to our Privacy Policy and applicable law.

15. Effect of a refund on the account and data

Following an approved full refund, paid entitlements connected to the refunded payment may be reduced or withdrawn after appropriate notice. Monitoring, integrations, scheduled operations, and other paid features may therefore become unavailable.

Cancellation or refund does not necessarily delete the workspace or all information immediately. Data access, retention and deletion requests are governed by the Privacy Policy, security requirements, and mandatory financial record-keeping obligations.

16. Fraud prevention and misuse

SupplyMirror may verify requests presenting documented evidence of deception, fabricated payment records, unauthorised account use, or deliberate manipulation. Legitimate repeated questions, complaints, or good-faith refund requests are not, by themselves, misuse.

Any adverse decision should be supported by clear reasons and must respect applicable consumer and contract rights.

17. Mandatory legal rights

The seven-day first-payment offer is an additional commercial policy. It does not replace or restrict mandatory rights concerning defective services, improperly collected payments, remote contracting, or other applicable protections.

Where a binding provision of Egyptian law or another applicable rule provides stronger rights or a shorter repayment deadline, that mandatory provision prevails over the corresponding wording in this policy.

18. Updates to this policy

Material changes will be accompanied by an updated effective date and any notice or additional consent legally required. Later amendments do not retroactively remove financial rights already established for completed transactions.

The version available at the relevant purchase date and any mandatory law will be considered when resolving a dispute.

19. Contact and support

Refunds, cancellations, payment verification and billing questions: support@supplymirror.com · https://www.supplymirror.com/contact · +20 122 227 2133.

Provide enough information for us to identify your workspace and transaction, but do not send passwords or sensitive banking security information. Support handles the request using the principles described in this policy and our Privacy Policy.