Refund Policy
IgniteUni uses a credit-based system. This policy explains when credits are refunded automatically, when you can request a cash refund, and what applies to library subscriptions.
1. Automatic Credit Refunds (Failed Analysis)
If your analysis fails, your credit is automatically returned to your account — no request needed.
When a lecture analysis fails to produce any study materials (network failure, AI service outage, corrupt PDF), the system detects this and automatically refunds the credit to your account balance. You can start a new analysis immediately.
A "partial" analysis — where at least one chapter was successfully generated — is considered delivered. Credits are not refunded for partial analyses, as the completed chapters are accessible in your account.
2. Cash Refunds for Unused Credits
You may request a refund in Egyptian Pounds for credits you have not yet used, within 7 days of purchase, under the following conditions:
- The credits were purchased within the last 7 days
- No credits from the pack have been used
- The refund request is submitted by email to support@igniteuni.com
Once any credit from a pack is used, the remaining credits in that pack are non-refundable. "Used" means a lecture analysis was started, regardless of the result (a failed analysis that was automatically credit-refunded does not count as "used").
Approved refunds are processed via the original payment method (Kashier) within 7–14 business days.
3. Library Subscriptions
Library subscriptions are monthly (30 days) and are not auto-renewing. Refund policy:
| Scenario | Refund |
|---|---|
| Subscription purchased, no lectures accessed within 24 hours | Full refund on request |
| Subscription purchased, lectures accessed | No refund |
| Faculty library has no lectures at time of purchase | Full refund on request |
| Subscription expires (30 days passed) | No refund — subscription was delivered |
To request a library subscription refund, email support@igniteuni.com within 24 hours of purchase with the email address on your account.
4. Free Trial Credit
The 1 free credit issued at account creation expires 72 hours after signup. It is not redeemable for cash and cannot be transferred.
5. What Is Not Refundable
- Credits that have been used to start an analysis (even if the result was not what you expected)
- Credits from packs where at least one credit was used
- Library subscriptions after lectures have been accessed
- Purchases made more than 7 days ago
- The free trial credit
- Credits purchased at a promotional or discounted rate
6. How to Request a Refund
Email support@igniteuni.com with:
- The email address on your IgniteUni account
- The date of purchase
- What you purchased (pack name or library subscription)
- Reason for the refund request
We respond within 72 hours on business days. Approved refunds are processed within 7–14 business days via the original payment method.
7. Chargebacks
If you initiate a chargeback with your bank before contacting us, your account will be suspended pending investigation. We encourage you to contact us first — most issues are resolved quickly.
Email: support@igniteuni.com
Response time: within 72 hours on business days
Location: Cairo, Egypt