Refund & Cancellation Policy

Last updated: 1 November 2026

3.1 When the service starts

Escala is an online service; there is nothing to ship. It starts working when the company goes live in its setup — during a free trial, once Paymob confirms the first payment, or under a written arrangement.

3.2 How to cancel

A company's owner or admin can cancel at any time, online, from the Billing page in the dashboard. No call or email is needed. Before confirming, the page shows the date the service will stop. We email a confirmation to the company's owners and admins.

3.3 What happens when you cancel

  • No further payments are taken.
  • The service keeps working until the end of the period already paid for.
  • After that, new WhatsApp reports stop being accepted. Reports already being escalated are completed normally. The dashboard and its records stay available until you ask us to delete them (see Terms 1.8).
  • You can subscribe again at any time.

3.4 Refunds

  • Payments are not refunded for a billing month that has already started, and a month is not refunded or credited when the company moves to another band; the new band's month begins that day. Cancelling stops the next payment.
  • If you were charged by mistake — for example twice, or after cancelling — we refund the amount in full.
  • Refunds go back to the card that was charged, through Paymob, within 14 working days of our approval. Your bank may take longer to show it.
  • Free trials are never charged, so there is nothing to refund.
  • Nothing in this policy limits your right to raise a dispute with your bank.

3.5 Failed payments

If a payment fails, the service continues for a 14-day grace period, then new reports stop until payment is made (see Terms 1.6). A company that uses up its band's reports and does not move to a bigger band within 7 days is stopped in the same way (see Terms 1.5a).

3.6 Language

This policy is published in English and Arabic. If the two versions differ, the English version prevails.

3.7 Contact

Refund and cancellation questions: kenzy@thefoundry.run · +20 127 736 6620 · Technology Foundry S.A.E., 22B Taha Hussein Street, 8th Floor, Apartment 34, Zamalek, Qasr El Nil, Cairo, Egypt.