Refund & Cancellation Policy سياسة الاسترداد والإلغاء

01 What you are buying

Because access is granted instantly, the subscription counts as digital content whose performance has begun as soon as you use the service after paying. This affects the statutory right of withdrawal in some jurisdictions — see section 05.

02 Cancellation — the cleanest way to avoid a charge

How to cancel:

• From the subscription settings inside your Noor account.
• Or by emailing support@noorai.chat from the address registered to your account.
• Or via the subscription management link in the invoice email Paddle sent you.

We recommend cancelling at least 24 hours before the renewal date, since Paddle may begin processing slightly ahead of it. You will receive a confirmation after cancelling — if it does not arrive, contact us before the renewal date rather than assuming it went through.

Cancelling does not delete your account or your conversations. To delete the account permanently, use the account deletion page, and note that deleting your account does not itself cancel the subscription — cancel first.

03 How we review refund requests

Every request is reviewed case by case. We do not grant refunds automatically on request, and we do not reject them automatically either. Requests are assessed under this policy, under Paddle's buyer terms as Merchant of Record, and under the mandatory consumer rights of your country of residence — whichever is most favourable to you applies.

Cases we resolve directly and quickly

• Duplicate charge — the same amount taken twice for the same cycle.
• Charged after a confirmed cancellation — you cancelled, received confirmation, and were renewed anyway.
• Unauthorised charge — your payment method was used without your knowledge (verified with Paddle).
• A technical fault on our side that genuinely prevented you from using the service for a meaningful period and that we could not resolve for you.
• You paid but the subscription never activated and we could not activate it manually.

Cases not usually accepted

• A substantial part of the message allowance was already consumed during the cycle.
• Forgetting to cancel before renewal while continuing to use the service afterwards.
• Dissatisfaction with the quality or accuracy of an AI model's answer — see the AI content disclaimer.
• A specific model being retired or changed by its upstream provider while the rest of the service keeps working.
• Account suspension resulting from a breach of the Terms of Service.
• Short temporary outages or occasional slowness.

Even in these cases we may offer a practical alternative — extending your term, adding usage credit, or a partial refund proportionate to the unused period — depending on the circumstances. A partial refund is possible but is not an automatic entitlement.

04 How to submit a request

Email support@noorai.chat from the address registered to your account, and include:

• The email address linked to your Noor account.
• Your Paddle order or invoice number (in your receipt email).
• The date and amount of the charge.
• The reason for the request, plus any screenshot or detail that helps us understand what happened.

05 Statutory right of withdrawal

In some countries — including the EU and the UK — consumers have a 14-day withdrawal period. For digital content, that right is normally lost once performance has begun with the buyer's express consent, which is what happens the first time you use Noor after paying.

Nothing here removes a mandatory right granted to you by your local law. If you have such a right, say so in your request and we will apply it.

06 How an approved refund reaches you

• Refunds are issued by Paddle to the original payment method — we do not send cash or transfer to a different wallet.
• After approval the amount typically appears within 5 to 10 business days, depending on your bank or card issuer.
• The refund is calculated in the original purchase currency; what you receive may differ slightly due to exchange rates or your bank's fees, which are outside our control.
• When a full refund is issued, the subscription ends and access to plan features stops immediately.

07 Chargebacks

If you see a charge you do not recognise, contact us first. Resolving it directly is far faster than a bank dispute, which can take weeks. Opening a chargeback without contacting us normally results in immediate account suspension until the dispute is settled with Paddle. We of course cooperate fully with any dispute involving genuine fraud.

08 Price and plan changes

A price change never affects the cycle you have already paid for, and you are told before it applies to your next renewal. If you do not want the new price, the remedy is to cancel before renewal rather than a retroactive refund. The free trial is not refundable because nothing is paid for it.

09 Contact us

For any question about an invoice, a cancellation or a refund: support@noorai.chat. Write from your registered email and include the Paddle invoice number so we can resolve it in the first reply.

This policy should be read together with our Terms of Service and Privacy Policy. If the Arabic and English versions conflict, the Arabic version prevails.