Return, Refund & Exchange Policy

Effective date: 24 September 2026

This Return, Refund & Exchange Policy explains how cancellations, refunds, returns, and exchanges are handled for products and services purchased directly from Madar Labs for AI (“Madar”, “we”, “us”, or “our”).

This policy applies to payments made directly to Madar through madar.eg, an authorized Madar payment page or payment link, or another Madar sales channel, unless a separate written agreement for a particular project or service provides additional terms.

Nothing in this policy limits any mandatory rights available to consumers under applicable Egyptian law.

Digital services and software

Madar primarily provides software, technology, development, AI, automation, consulting, subscription, and other digital services.

We do not currently sell physical merchandise through madar.eg. As a result, traditional physical-product returns and exchanges generally do not apply.

Cancellation before work begins

If you have purchased a service and Madar has not yet started providing the service, activated the service, allocated paid third-party resources, or begun agreed project work, you may contact us to request cancellation.

Where the cancellation is accepted or required under applicable law, any refundable amount will be returned using the original payment method unless another method is agreed with you.

Services that have already started

If work has already begun at your request, we will review refund requests based on:

• the work already completed;
• services already provided or made available;
• resources or third-party services already purchased specifically for the project;
• the applicable proposal, order, subscription, or agreement; and
• any rights that apply under Egyptian consumer-protection law.

Where appropriate, Madar may refund the unused or undelivered portion of a payment.

This does not affect any mandatory rights available to you under applicable law.

Completed or fully used services

Where a service has been fully performed, delivered, activated, or used, a change-of-mind refund may no longer be available where permitted by applicable law.

If the service is defective, materially different from what was agreed, or has not been properly provided, please contact us so that we can investigate and, where appropriate, correct the service, provide it again, or issue a full or partial refund.

Custom development and project work

Some Madar services are designed or developed specifically for an individual customer or business.

For custom projects, the relevant proposal, statement of work, quotation, order, or contract may define:

• project stages;
• milestones;
• deposits;
• payment schedules;
• deliverables;
• cancellation arrangements; and
• refund eligibility.

Amounts relating to work already performed or costs already incurred may not be refundable, subject always to applicable law and any rights that cannot legally be excluded.

Subscriptions

Where Madar offers recurring subscriptions, you may cancel future renewal in accordance with the cancellation method provided for that service.

Cancellation prevents future renewals but does not normally create a refund for a billing period that has already been provided or used, except where:

• required by applicable law;
• there has been an incorrect or duplicate charge;
• the service was not provided as agreed; or
• Madar expressly agrees otherwise.

Specific products may have additional subscription terms presented before purchase.

Incorrect or duplicate payments

If you believe you were charged:

• more than once;
• an incorrect amount; or
• for a transaction you did not intend to make,

please contact hello@madar.eg as soon as possible with the transaction details.

If we confirm an incorrect or duplicate charge, we will arrange the appropriate refund.

Returns and exchanges

Because Madar currently provides digital services rather than physical merchandise, there is normally no physical item to return or exchange.

Where appropriate, we may agree to change a service, subscription, package, or project scope instead of issuing a refund. Any difference in price or scope will be agreed with you before the change is made.

If Madar begins selling physical products in the future, a separate return and exchange policy applicable to those products will be provided.

How to request a cancellation or refund

Send your request to:

hello@madar.eg

Please include, where available:

• your name;
• company name;
• email address used for the purchase;
• invoice, order, or transaction number;
• date and amount of payment; and
• a short explanation of the request.

We may request additional information where necessary to identify the transaction or protect against fraud.

Refund processing

Approved refunds will normally be returned to the original payment method unless another method is agreed.

Where a refund is due under applicable law, Madar will process it within the period required by law. For approved refunds generally, we aim to initiate the refund within 7 days after approval.

After Madar initiates a refund, your bank, card issuer, wallet provider, or payment service provider may require additional time before the amount appears in your account.

Any such external processing time is outside Madar’s direct control.

Payment-provider charges

Where allowed by applicable law, any treatment of payment-provider fees, currency-conversion differences, or similar external charges will depend on the circumstances of the transaction and the rules of the payment provider.

Mandatory consumer rights will always take precedence.

Disputes

If you have a problem with a payment or service, please contact us first at hello@madar.eg so we can investigate and try to resolve the issue.

This policy does not restrict your right to contact the Egyptian Consumer Protection Agency or exercise any other rights available under applicable law.

Changes to this policy

We may update this policy as Madar introduces new products, subscriptions, payment methods, or services.

The version applicable to a transaction will be the version published or otherwise provided at the relevant time, subject to mandatory legal rights.

Contact

Madar Labs for AI
Cairo, Egypt
hello@madar.eg
madar.eg