Our refund process seeks a fair balance between the work actually performed, unused portions of a service and the client’s statutory rights. Digital projects may involve substantial research, labor and outside costs before a final deliverable is visible.
1. Fair refund principle
Where a project is canceled, we generally assess a refund of the portion paid for work not yet performed, less the value of demonstrably completed work and properly authorized nonrecoverable third-party costs. This does not prevent a greater refund or other remedy when required by applicable consumer law or a service failure.
2. Request window
You can normally submit a refund review request within 14 days of the payment in question. Include your invoice reference and reason. This administrative window does not limit a longer mandatory legal claim period, nor does it promise an automatic full refund on every purchase. Project termination settlements are considered under the applicable contract as well.
3. Before work starts
Where no work has commenced and no approved, nonrecoverable outside charges were incurred, payment for the unperformed service can be refunded after verification. Any valid deductions will be explained and supported rather than applied as arbitrary penalties.
4. After work starts
We assess completed strategy, discovery, design, coding, content, campaign setup, consulting and other agreed work against the project milestones and available records. We provide a breakdown of completed and outstanding work and the resulting eligible refund, if any. Merely opening a ticket is not treated as substantial completed service.
5. Defective or nonconforming services
If a deliverable materially differs from the agreed specifications, please document the issue. We investigate and may repair, reperform or propose another legally appropriate remedy, including a refund where required. Final handover does not extinguish nonwaivable statutory rights.
6. Monthly services
Retainers, hosting and maintenance are reconciled by reference to the actual service period, work performed and agreed termination terms. Charges for future unperformed service may be refunded where the settlement entitles the client to them.
7. Outside services and ad budgets
Domains, third-party hosting, software licenses, marketplace fees and ad spend already incurred are subject to provider terms. Any amounts subsequently recovered from a provider are reflected appropriately in the client settlement.
8. How to request
Email info@mostafa-agency.com with subject “Refund Request — Invoice [number]”. Provide client name, project, payment date, amount, payment method, reason and relevant supporting documents. Never email full card numbers or security codes. For help, call +201090852850.
9. Review and reply
We generally aim to acknowledge or provide an initial response within three business days. Complex investigations may take longer, and we will request missing information or explain material delays. We communicate the determination, calculation and available return method.
10. Payment return timeframe
Approved funds are normally returned using the original payment channel when supported. Actual posting time depends on the receiving bank or payment provider, and we cannot guarantee a date controlled by another institution. Deductions must be justified and lawful.
11. Appeals and statutory rights
If you dispute the outcome, reply with additional evidence and we will reconsider the calculation. Nothing in this policy removes mandatory consumer rights or prevents an available complaint to a competent authority.
Last updated: 22 October 2026