Last updated: August 2026
Refund policy
We write this policy clearly so you know before you pay when the amount is refundable and when it is not. It is part of the terms of sale.
Draft pending legal review. This page is provided for information and is not yet a final legal document; the binding terms are those confirmed at the time of purchase.
1The general principle
- As long as work has not begun, the amount is refundable.
- Once the contract is signed and setup is opened under the buyer’s name, work has effectively begun and resources are allocated to it.
- Your order status is visible to you at any time from the tracking link, so you know exactly where the work stands.
2Before payment is confirmed
- No amount is charged, and there is no need to request a refund.
- If a charge appears without a confirmation reaching you, contact us immediately with the details you used.
3After payment and before signing the contract
- You may request cancellation and a full refund within fourteen days of payment confirmation.
- This right lapses if you asked in writing to start setup before signing the contract and we actually began.
- We do not ask for a reason for cancellation at this stage.
4After signing the contract and starting setup
- The amount is non-refundable, because work has been opened under the buyer’s name and setup and launch resources allocated.
- Our obligation to deliver in full under the contract remains.
5Failure to deliver by ENS
- If we fail to deliver for a reason attributable to us after the contract and payment, the buyer chooses between a refund or completing the work on a new written schedule.
- The choice is the buyer’s, not ours.
- This covers our inability to publish the site or prepare both apps for submission within the agreed period after your requirements are complete.
6Cases that do not warrant a refund
- Delivery delayed because the visual identity, menu data or signed contract did not arrive.
- Delay or rejection by the App Store or Google Play for reasons relating to the buyer’s business or content.
- Inability to open a merchant account with a payment gateway under the buyer’s name.
- The buyer changing their mind after setup and publishing are complete.
- Failures caused by hosting, the domain or third-party services outside the offer scope.
7How to request a refund
- Send the request from the support page or by email to info@ens.eg.
- State the order number, the details used at payment, and the reason if any.
- We reply with acceptance or a reasoned refusal within three business days.
- On acceptance, the refund is issued through Skrill to the source of payment within fourteen business days.
- Banks and payment providers may take additional time to show the amount, which is outside our control.
8Hosting and support
- Hosting and ongoing support are not part of this sale.
- Any amount later agreed for them is subject to its own quote and its own refund terms.
9Consumer rights
- Statutory consumer rights may apply depending on your country and can add to the rights described here.
- This section is pending legal review for cross-border sales and nothing here removes a right the law gives you.
A question about this page?
If any clause is unclear, ask before you pay rather than after. We reply on WhatsApp and email.