Refund and exchange policy

Fortix for Networks and Information S.A.E (Fortix) is committed to providing high-quality technology services to all its customers. We believe in complete transparency and set out our refund and exchange policy below to protect your rights as a customer. All amounts are in Egyptian pounds.

Customers may request a full refund within 14 days of the subscription start date, provided resource consumption has not exceeded the permitted limit. Refund requests are processed within 5–7 business days of submission.

If part of the subscription period has been used and the 14-day period has passed, a proportional (pro-rated) refund is calculated for the remaining period only. The refund is calculated using the remaining subscription days divided by the total subscription duration.

Software or technical work cannot be refunded after delivery is complete and the agreed work has been approved. If a project does not meet the agreed specifications, the customer may request a free correction within 30 days of delivery.

One-time installation and setup services (network installation, NVR systems, UPS solutions and data centre relocation) may be cancelled for a full refund before work begins. After handover, their cost is non-refundable unless the work is shown not to meet the agreed specifications. In that case, we will correct the non-conformity free of charge or refund the value of the uncompleted portion.

Devices and equipment may be returned within 7 days of receipt, provided they are in their original condition with all accessories and packaging. Refunds do not cover installation and setup costs if that work has already been completed.

Payments made electronically by bank card or mobile wallet are refunded through Paymob to the same payment method used for the original payment, never in cash or to a different method. Once the refund request is approved, the amount will appear in your account within 5–14 business days, depending on the bank or wallet provider. Customers are not charged any refund fees.

If you have a dispute or concern about a service, please contact support so we can review the case and reach a fair resolution for both parties. We respond to all complaints within a maximum of 48 hours.

To request a refund, email support@fortix.eg or call +20 102 555 5955, including your order reference (FX-…) and the reason for the refund. Your request will be reviewed and answered within 48 business hours.