This Refund & Cancellation Policy explains how deposits, cancellations, and refunds work for service engagements with Egensolve. It forms part of our Terms of Service.
Last updated: 5 September 2026
1. Scope
This policy applies to project-based and retainer service engagements (design, development, marketing, and brand work). Specific terms in a signed statement of work ("SOW") take precedence where they differ.
2. Deposits
Engagements begin with an initial deposit. Once work has started, the deposit becomes 50% non-refundable, because we reserve capacity and begin discovery, planning, and production on your behalf.
3. 7-day cooling-off period
If you cancel within 7 days of your initial payment and before work has started, you are entitled to a full refund of that payment. Once work has started within those 7 days, the deposit terms in section 2 apply.
4. Mid-project cancellation (milestone-based refunds)
For projects delivered in milestones, if you cancel mid-project:
- Completed milestones and any milestone currently in progress are non-refundable.
- Fees paid in advance for milestones that have not yet started are refundable.
- You receive the work produced up to the cancellation date for paid milestones.
5. Rush & urgent work
Rush, urgent, or expedited work — where we reprioritise resources to meet an accelerated deadline — is non-refundable once it has begun.
6. How to request a refund
Email [email protected] with your project details and reason for cancellation. We will confirm the eligible amount based on this policy and your SOW.
7. Processing
Approved refunds are issued to the original payment method within 14 business days. Any third-party transaction fees are non-refundable.
8. Governing law
This policy is governed by the laws of the Arab Republic of Egypt (courts of Cairo), while respecting mandatory local-law protections for paying clients based in the Kingdom of Saudi Arabia and other Gulf states.
9. Contact
Questions about refunds or cancellations? Email [email protected].