Relay refund and cancellation policy
This policy explains when companies subscribed to Relay can get their money back, and how they cancel. Relay is provided by Client Care Solutions (CCS-Global), based in Cairo, Egypt.
1. Subscription and payment
- Subscriptions are paid in advance for each period (a month or a year), depending on the plan the company chooses.
- Prices are shown in Egyptian pounds for companies in Egypt and in US dollars elsewhere, and every payment gets an invoice.
- You can try Relay with your team before subscribing by requesting a demo, to make sure it fits your work.
2. Cancelling
- The company's manager can cancel at any time by writing to us.
- Cancellation takes effect at the end of the paid period. The account keeps working until then, does not renew afterwards, and no new payment is asked for.
3. 14-day money-back guarantee
If your company subscribes to Relay for the first time and it does not suit you, you can get a full refund of the first payment if you ask within 14 days of paying, whether the plan is monthly or yearly. This guarantee applies once per company.
4. After 14 days
After 14 days from payment, the current period is not refunded, including any unused part of it. You can cancel the renewal so the subscription ends at the end of the paid period.
5. When we always refund
- Billing errors or duplicate payments: we refund the extra amount in full.
- Outages caused by us: if Relay is down for more than 72 consecutive hours for a reason on our side, we refund the days lost or add them to your subscription, as you prefer. This does not cover maintenance announced in advance, or outages caused by channel providers such as Meta (WhatsApp, Facebook and Instagram).
- If we end the service: if we end your subscription for a reason other than a breach of the terms of use, we refund the remaining period.
6. What is not refunded
- Usage already consumed on metered add-ons, such as AI request classification, voice-to-text and image reading.
- Fees the company pays directly to other parties, such as WhatsApp conversation fees charged by Meta.
- Setup or training services agreed separately, once delivered.
- Subscriptions suspended for breaching the terms of use.
7. Changing plans
- Upgrading: takes effect immediately, and you pay only the difference for the remaining period.
- Downgrading: takes effect from the next period, and the difference for the current period is not refunded.
8. How to ask for a refund
Write to management@ccs-global.net with the company name, the manager account's email, the invoice number or payment date, and the reason.
- We reply within 5 working days.
- Once approved, we refund to the same payment method and in the same currency within 14 working days. Your bank may take longer to show it.
- We do not cover fees or exchange-rate differences charged by your bank or the payment provider.
9. Company data after cancellation
When a subscription ends, we give the company a copy of its data and then delete it as described in the privacy policy.
10. Changes to this policy
If we change this policy, we update the "Last updated" date at the top of the page and inform the managers of subscribed companies. A change never applies to a payment made before it.
11. Contact
Client Care Solutions (CCS-Global), Cairo, Egypt. Email: management@ccs-global.net