GoSufra Refund Policy
When money comes back, when it does not, and exactly how to ask.
1. What this policy covers
This policy applies to everything you can buy from GoSufra:
- Subscription plans — the monthly or annual plans listed on the pricing page.
- The Local Edition — the one-time purchase that licenses GoSufra to run on your own Windows machine.
- AI credits — the consumable credits that run the GoSufra AI assistant beyond the allowance included in your plan.
Payments are taken by Paddle, which acts as merchant of record for sales outside Egypt, and by Paymob as our payment gateway for sales inside Egypt. Whichever processed your payment is the route a refund travels back along, to the original payment method.
2. There is a free plan, so you never have to pay to find out
GoSufra has a free plan that does not expire. It needs no card, runs a real restaurant on real data, and is meant to be used for as long as you want before you decide whether a paid plan is worth it.
That is deliberate, and it is why the rest of this policy is strict: the way to evaluate GoSufra is to run it for free first, not to buy a plan and ask for the money back.
3. Subscriptions
3-1. Subscription fees are charged in advance for each billing period — a month or a year, depending on what you chose.
3-2. A paid period, once started, is not refundable, except in the cases in clause 6 and except where the law that applies to you says otherwise (clause 7).
3-3. The service is not cut off when you cancel. You keep everything your plan includes until the end of the period you have already paid for, and the account then drops to the free plan or closes, as you choose.
3-4. An annual subscription is one period, not twelve. Cancelling in month three stops the renewal at month twelve; it does not refund the nine months remaining.
4. Cancelling is not the same as a refund
These get confused, so plainly: cancelling stops the next charge. A refund returns a charge already taken. Cancelling is something you can do yourself, at any time, from the dashboard, and it needs no reason and no approval from us.
Cancel before the renewal date and you are not charged again. Cancel after it, and the period that has just been paid for runs its course under clause 3.
5. The Local Edition and AI credits
5-1. The Local Edition is a one-time purchase that issues a licence tied to a machine and unlocks the Windows installer. Once the licence has been issued, the purchase is not refundable — there is nothing to return. The exception is a fault: if the software will not install or run on a supported machine and we cannot fix it, tell us and we will refund the purchase in full.
5-2. AI credits are consumable. Credits you have already spent cannot be refunded, because the work they paid for has been done. Unused credits that you bought by mistake can be refunded under clause 6 if you tell us before they are spent.
6. When we do refund
We will refund you, on request and without argument, in these cases:
- A duplicate charge — you were billed twice for the same period or the same purchase.
- A renewal after a cancellation — you cancelled before the renewal date and were charged anyway.
- A charge you did not authorise — someone used your payment method without your permission. Tell us and tell your bank.
- An accidental purchase, reported quickly — you bought the wrong plan, the wrong billing cycle or credits you did not mean to buy, and you tell us within 14 days of the charge, before the plan or the credits have been substantially used.
- A failure that is ours — the service was unavailable for a prolonged period through our fault, and we could not restore it. We will refund the affected part of the period.
Outside these cases a refund is at our discretion, and asking costs nothing — clause 8 says how.
7. Your statutory rights
Nothing in this policy takes away a right the law gives you and does not let us contract out of.
GoSufra is sold to businesses, and most consumer withdrawal rights do not apply to a business purchase. But if you buy as a consumer in the EU, the EEA or the UK, you have a statutory right to withdraw within 14 days of the purchase. Because a subscription starts serving you immediately, you are asked to agree that performance begins at once, which brings that right to an end for the part already supplied. If you have not started using the service, write to us within those 14 days and we will refund you in full.
Where Paddle acts as merchant of record, it also operates its own buyer-protection process and may issue a refund under its own terms, in addition to this policy.
8. How to request a refund
Email gosufra@gmail.com with:
- the email address on the account, and the restaurant or business name;
- what was bought — plan, billing cycle, Local Edition, or the number of AI credits;
- the date of the charge and the payment reference or invoice number;
- what happened, in your own words.
Ask within 14 days of the charge for a clause 6 case. A duplicate or unauthorised charge we will look at whenever you find it.
We reply within 5 business days. An approved refund goes back to the original payment method through the provider that took it, and usually appears within 5 to 10 business days — the exact timing belongs to your bank, not to us.
A refund is issued in the currency you were charged in. If your bank converted it, the amount that lands can differ slightly from the amount that left, and that difference is the bank's exchange rate, not a deduction by us.
9. When we will not refund
To be clear about the other direction:
- a change of mind after a period has been used;
- part of a period — we do not pro-rate an unused remainder;
- forgetting to cancel before a renewal, where the renewal was correctly charged;
- an account suspended or terminated for breach of the Terms of Service;
- AI credits already consumed;
- a Local Edition licence already issued, except for the fault case in clause 5;
- an outage caused by something outside our control — your internet, your hardware, your power, or a third-party service we depend on.
10. Chargebacks
If something looks wrong on your statement, write to us before you raise a chargeback with your bank. A chargeback takes weeks, costs both sides a fee, and usually suspends the account while it is open — an email gets it sorted faster.
We do dispute chargebacks raised over charges that were correctly made, and we keep the records to do it with.
11. Price changes and taxes
Prices can change. An existing subscriber is given 30 days notice before a change touches their renewal, and can cancel instead of renewing at the new price.
Prices are shown excluding value added tax and other sales taxes unless the page says otherwise. Any tax due is calculated and added at checkout by the provider that processes the payment, and a refund returns the tax along with the price.
12. Changes to this policy
We may update this policy. The version that applies to a purchase is the one published at this URL on the day the purchase was made, and the date at the top says which that is.
13. Contact
For anything about a payment, a renewal or a refund:
- Email: gosufra@gmail.com
- Support on Telegram: @GoSufraSupport
- Every way to reach us: the contact page
Read this together with the Terms of Service and the Privacy Policy.