Refund Policy

1. Overview

BRIVOX AI processes payments through two providers depending on your region: Paddle (for international customers) and Kashier (for customers in Egypt). The refund terms differ slightly based on the provider and your local consumer protection rights. The highest applicable level of protection always applies.

2. International Refunds (via Paddle)

Paddle acts as the Merchant of Record for international transactions. As such, all refund requests for international purchases are processed according to Paddle's Refund Policy and applicable consumer protection laws.

Statutory Withdrawal Rights

Depending on your country of residence, you may have a statutory right to withdraw from your purchase:

• EU / EEA / UK / Switzerland / Turkey / Israel: 14 days
• South Korea / Brazil / China / Canada: 7 days
• Singapore: 5 days
• Other regions: Discretionary 14-day window (subject to Paddle's review)

Important: Waiver of Withdrawal Rights

When you start using your tokens (i.e., consume any portion of the purchased pack), you expressly consent to waive your withdrawal rights. Once tokens have been consumed, the purchase becomes non-refundable, except where local consumer protection law requires otherwise.

3. Egyptian Refunds (via Kashier)

For purchases made through Kashier within Egypt, the following terms apply:

• Full refund within 7 days of purchase if no tokens have been consumed
• Once tokens are consumed, the purchase is final
• No partial refunds for unused remaining tokens (tokens never expire)

4. How to Request a Refund

For International Purchases (Paddle)

The fastest way to request a refund is directly through Paddle:

• Visit paddle.net and select "Request refund"
• Use the "View receipt" or "Manage subscription" link in your purchase confirmation email
• Or contact us at support@brivox.tech and we'll help process the request

For Egyptian Purchases (Kashier)

Send an email to support@brivox.tech with:

• Your account email
• Your order ID (starts with BRX-)
• Reason for the refund request

We respond within 48 hours and process eligible refunds within 5-10 business days.

5. Refund Processing Time

Approved refunds are returned to your original payment method. Processing times depend on your provider:

Paddle (International)

• Refunds processed within 14 days of approval
• Credit/Debit cards: 5-10 business days to appear
• PayPal: 1-2 business days
• Apple Pay / Google Pay: 3-5 business days

Kashier (Egypt)

• Credit/Debit cards: 5-10 business days
• Mobile wallets (Vodafone Cash, etc.): 1-3 business days
• InstaPay: 1-2 business days
• Bank transfers: 3-7 business days

6. Failed or Declined Payments

If a payment fails or is declined, no charge is finalized and no tokens are added to your account. If you see a temporary hold on your account but did not receive tokens, the hold typically clears automatically within 1-3 business days. Contact your bank, card issuer, or wallet provider for faster resolution if needed.

7. Refunds for Technical Issues

If you experience persistent technical issues that prevent you from using your tokens or accessing the features as described:

• Contact our support team first at support@brivox.tech
• If the issue cannot be resolved, we'll work with the payment provider to issue a refund
• In cases of verified material defects, refunds are issued in line with applicable consumer protection laws

8. Service Disruptions

If our service is unavailable for more than 24 consecutive hours due to issues on our end, we will credit affected paid users with bonus tokens equivalent to the disruption period (calculated as a percentage of your monthly usage). This is provided as a goodwill credit and is in addition to any statutory rights you may have.

9. Chargebacks and Payment Disputes

Before initiating a chargeback or dispute with your bank, card issuer, or wallet provider, please contact us at support@brivox.tech. We can usually resolve issues directly and faster than the dispute process.

If a chargeback is initiated, your access to the relevant tokens may be temporarily suspended while the matter is reviewed. This does not affect your legal rights to dispute charges under applicable card-scheme or consumer-protection rules.

10. Fraudulent or Unauthorized Transactions

If you believe a transaction was unauthorized, contact us immediately at support@brivox.tech. We work with both Paddle and Kashier to investigate disputes and will issue refunds for verified fraud cases. Refunds will not be issued where there is evidence of refund abuse, fraud, or other manipulative behavior.

11. Non-Refundable Cases

The following are not eligible for refund (except where local consumer protection law requires otherwise):

• Tokens already consumed by user activity
• Purchases beyond the applicable refund window
• Accounts terminated for violating Terms of Service
• Tokens received through promotions, bonuses, or service-disruption credits
• Cases involving fraud, abuse, or manipulation

12. Effect of Refund

If you receive a refund, access to the relevant tokens or features will cease immediately. The remaining token balance from the refunded pack will be removed from your account.

13. Updates to this Policy

We may update this Refund Policy from time to time. The version in effect at the time of your purchase governs that transaction. We recommend saving or printing a copy for your records.

14. Contact

For all refund requests or questions, email support@brivox.tech with your order details. We respond to every email within 48 hours.

For international purchases, you can also contact Paddle directly at paddle.net. Their dedicated buyer support team is available 24/7.

15. Your Statutory Rights

Nothing in this Policy limits or affects your mandatory consumer rights under the laws of your country of residence. If local consumer protection laws provide you with additional rights, those rights will always apply.