Refund & Cancellation Policy

1 Scope

This policy applies to every service you buy from Bruksil Egypt through the website or our sales team: video production, motion graphics, branding, social media design, advertising and media buying, web and e-commerce development, and print.

It complements our Terms & Conditions and our Delivery & Revisions Policy. If a written quote says otherwise, the written agreement prevails.

2 Before you pay

We recommend requesting a written quote that states:

• The scope and final deliverables, including file counts.
• The timeline and the number of included revisions.
• Prices including VAT.
• Any dependencies we need from you (copy, logo, images, access).

Paying means you accept that scope. Anything added later is a separately priced request and does not affect your refund rights below.

3 Refund scenarios

4 Defect vs. revision

Defects must be reported in writing within 7 business days of delivery, describing the exact deviation. After that window, the deliverable is deemed accepted.

5 Monthly plans and subscriptions

• Social media and media buying plans renew monthly from the activation date.
• You may cancel renewal with written notice at least 7 days before the renewal date.
• The current month is delivered in full; no partial refund applies unless we failed to perform.
• Ad spend paid to platforms (Meta, Google, TikTok) is separate from our fees, governed by platform rules, and non-refundable by us.

6 Print and physical goods

• Once you approve the final prepress proof in writing, changes or cancellation are not possible.
• Errors caused by files you supplied are not our responsibility; reprints are a new purchase order.
• If the defect is in our printing or material, we reprint at our cost.
• Normal colour variation between screen (RGB) and print (CMYK) is not a defect.

7 Gift cards and credit

Gift cards and account credit are non-refundable in cash and may be used for any of our services within 12 months of issue unless stated otherwise on the card. Credit is non-transferable without written approval.

8 How refunds are paid

• Refunds go back to the original payment method whenever possible, through Kashier for cards and mobile wallets.
• Allow 5–14 business days from approval. Your issuing bank may need additional time to display the amount.
• For bank transfers or cash on delivery, refunds are made by bank transfer to the order holder’s account, with transfer documentation.
• Bank transfer fees and currency differences (if paid in a currency other than EGP) are deducted, as they are actual costs charged by banks.

9 How to request a refund

1. Email info@bruksilegypt.com with the subject “Refund Request — Order #”.
2. Include the order number, reason, and any supporting files or messages.
3. We acknowledge in writing within 2 business days with a reference number.
4. We review and communicate the decision with reasons within 5 business days.
5. If approved, the refund is initiated immediately and arrives within the timeframes above.

10 Exceptions

• A change of strategy or personal taste after the brief is approved.
• Internal restructuring or a change of stakeholders on the client side.
• Delays caused by missing materials or approvals.
• Files supplied in a corrupt format or with incomplete specifications.
• Use of deliverables in breach of our Intellectual Property Policy.
• Refund requests made after final files were received and used commercially.

11 Your legal rights

This policy does not limit any right granted to you under Egyptian Consumer Protection Law No. 181 of 2018 or any other applicable law. If any clause here is found non-compliant, that clause is severed and the law applies instead, while the rest remains in force.

12 Complaints

If you are not satisfied, start by emailing info@bruksilegypt.com — our complaints process and response times are in the Complaints Policy. You may also contact the Egyptian Consumer Protection Agency or the competent court.

13 FAQ

I paid but work hasn’t started — can I cancel?

Yes. If work has not started, you get a full refund with no admin fee.

Is there a cancellation fee?

No. Only the value of work actually performed, or actual gateway fees, may be deducted.

How long does a card refund take?

5–14 business days from our approval, sometimes longer depending on your bank.

I received the video with a typo — what now?

That is a material defect. Report it within 7 business days and we fix it free, or refund if a fix is not possible.