Refund & Cancellation

1. Overview

This Refund and Cancellation Policy explains the circumstances under which DXBMARK may offer refunds or credits, and how customers may cancel services. Refund eligibility depends on the type of service, payment terms agreed in writing, and the circumstances of the request.

DXBMARK provides professional software development, SaaS platforms, cloud infrastructure, hosting, automation, consulting, and IT services. The nature of these services means that work often commences immediately upon agreement or payment, and some services involve significant upfront time and resource investment.

2. General Principles

2.1 No Universal Right to Refund

Services provided by DXBMARK are delivered based on the terms specified in the relevant proposal, invoice, statement of work, or service agreement. Refund eligibility is determined by:

Service type (subscription, project-based, custom development, hosting, consulting, etc.)
Whether services have commenced or been substantially delivered
Payment terms specified in the relevant agreement
Whether the customer has complied with applicable terms and conditions
Applicable mandatory consumer protection law in the customer's jurisdiction

2.2 Non-Refundable Services (Once Commenced)

Project deposits, milestone payments, setup fees, onboarding fees, discovery fees, and custom development fees are non-refundable once work has started, except where:

Mandatory consumer protection law requires otherwise
DXBMARK fails to deliver agreed services that have not yet been rendered
The customer cancels within any applicable cooling-off period before work commences

2.3 Payment Provider and Currency Fees

Payment processing fees, digital wallet fees, currency conversion fees, bank transfer charges, wire fees, card issuer charges, chargeback fees, card network charges, and third-party payment provider charges are non-refundable where charged by third-party providers such as Stripe, PayPal, banks, card networks, wallet providers, or other payment processors. Any refund issued by DXBMARK will be in the net amount after such charges where applicable. Customers are responsible for any fees charged by their own bank or payment provider.

2.4 Mandatory Consumer Rights

This policy does not override mandatory consumer protection rights that may apply in your jurisdiction. Where applicable law requires refund rights beyond those stated here, those rights are preserved.

3. SaaS Subscriptions

3.1 Cancellation

Customers may cancel SaaS subscriptions at any time by:

Submitting a cancellation request through the account settings
Sending cancellation notice to support@dxbmark.com
Providing notice as specified in the subscription terms

Cancellation will take effect:

At the end of the current billing period (for month-to-month subscriptions, unless otherwise specified)
As specified in longer-term subscription agreements

3.2 Refunds for Subscriptions

No refund for partial billing periods: If you cancel mid-billing period, no refund will be issued for the remainder of that period. Access will continue until the end of the paid period.

Refund for billing error: If you are charged beyond your cancellation date due to a DXBMARK billing error, a refund or credit will be issued.

Consumer cooling-off period: Customers who are individual consumers may be eligible for a full refund within 14 days of initial purchase if no substantial services have been rendered, subject to applicable consumer law (see Section 13).

3.3 No Refund for Plan Changes

If you upgrade or downgrade your subscription plan:

Upgraded plan pricing becomes effective immediately or at the next billing cycle (as applicable)
No refund will be issued for the difference on upgrade mid-billing period
Prorating may apply based on specific terms stated in the service plan

4. Custom Development and Project-Based Work

4.1 Payment Terms

Custom development is billed according to the relevant proposal or statement of work. Unless otherwise agreed in writing:

Standard Milestone Structure:

An initial deposit before work begins (commonly 30–50% of the agreed project total)
One or more milestone payments at agreed stages of project delivery
A final payment due before final delivery, production launch, transfer of files, or release of administrative access

The specific schedule, percentages, and triggers for each milestone will be set out in the relevant proposal, invoice, statement of work, or order form.

4.2 Non-Refundable Deposits and Milestones

Project deposits are non-refundable once project work has commenced
Milestone payments are non-refundable for work completed through the date of each milestone
Discovery fees and scoping fees are non-refundable once the discovery or scoping work has commenced
Onboarding fees are non-refundable once onboarding activities have commenced

4.3 Refunds for Incomplete Work

If services are not delivered due to DXBMARK's failure to perform (and the customer has not waived this right by continuing to use partial deliverables), DXBMARK will:

Assess the work completed and the outstanding deliverables
Issue a refund or credit for the value of services agreed but not yet rendered
Deduct any out-of-pocket expenses, third-party costs, or time already invested

4.4 Customer-Initiated Termination

If the customer terminates a custom engagement before completion:

DXBMARK will invoice for work completed through the termination date
This includes time spent on development, design, planning, project management, infrastructure, and related activities
DXBMARK will invoice for any out-of-pocket expenses and third-party costs incurred
No refund will be issued for work already completed and delivered or for deposits already applied to commenced work

4.5 Withholding Final Deliverables

DXBMARK may withhold final deliverables, production access, source code transfer, and handover documentation until all outstanding fees are fully paid, unless otherwise agreed in writing.

5. Hosting and Managed Infrastructure Services

5.1 Hosting Cancellation

Customers may cancel hosting services by providing written notice to support@dxbmark.com. Cancellation will:

Take effect at the end of the current billing period
Terminate access to hosted systems and data after the export period

5.2 Hosting Refunds

No refund for partial billing periods: No refund will be issued for unused time within a paid billing period.

Service interruptions: Temporary service interruptions do not entitle customers to a refund unless:

The interruption exceeds an uptime commitment specified in a written service level agreement (SLA)
The interruption is caused by DXBMARK's gross negligence or willful misconduct
A specific service credit is outlined in the relevant SLA

Without an express written SLA, DXBMARK does not guarantee specific uptime or offer service credits.

Refunds, service credits, or uptime-related remedies apply only where expressly stated in a written SLA, hosting plan, support plan, proposal, invoice, or service agreement. DXBMARK is not responsible for outages, suspensions, DNS issues, domain issues, server issues, third-party platform issues, payment provider issues, or hosting provider issues outside DXBMARK's control, unless DXBMARK expressly accepted responsibility for those services in writing.

5.3 Data Export after Cancellation

Upon cancellation:

DXBMARK will provide a reasonable export period (typically 30 days) for customers to back up or export data
Customers are responsible for requesting and completing their data export before access ends
After the export period, data will be deleted and recovery may not be possible
DXBMARK does not guarantee recovery of data after the export period has elapsed
No refund will be issued for lost data

6. Setup Fees and One-Time Charges

Setup fees, onboarding fees, configuration fees, and other one-time charges are non-refundable once services have commenced or setup work has begun.

Exceptions:

Setup fees may be refunded if DXBMARK fails to provide the setup service
Services cancelled within an applicable consumer cooling-off period before work commences
Where mandatory consumer protection law requires otherwise

7. Domains and Third-Party Licenses

7.1 Domain Registration and Renewal

Domain registration and renewal fees are non-refundable because these are charged by third-party registries and are not recoverable from registrars. Domain registration is subject to ICANN policies and the terms of the relevant domain registrar.

Where a domain is bundled with hosting, VPS, managed infrastructure, or a package plan, renewal of the domain may depend on renewal of the related hosting or infrastructure package. If the domain is separated from the package, transferred, renewed independently, or maintained outside the original package, separate annual domain renewal fees may apply based on the registrar's market price, provider pricing, or the written agreement.

7.2 Third-Party Software Licenses

Where DXBMARK arranges purchase of third-party software licenses, subscriptions, or services on a customer's behalf:

Refund policies are governed entirely by the third-party provider's terms
DXBMARK is not responsible for refunds or credits from third-party providers
Customers should contact the third-party provider directly for refund requests
Third-party provider fees may be passed through to customers without markup or with a disclosed margin depending on the engagement terms

8. Consulting and Support Services

8.1 Hourly Consulting

Time-based consulting services billed hourly are:

Non-refundable once services have been rendered
Invoiced upon completion or as specified in the engagement terms

8.2 Support Retainers

Monthly support retainers provide a set amount of support time or availability:

Unused time or capacity does not roll over to subsequent periods
Retainer fees are not refundable for unused capacity
Retainer resets at the start of each billing period

9. Failed and Duplicate Charges

9.1 Failed Payment

If a payment fails, DXBMARK may retry the payment and may suspend services if payment remains outstanding. No refund is due for temporary service suspension caused by a failed or declined payment.

9.2 Duplicate Charges

If you are charged twice for the same service due to a billing error:

DXBMARK will credit or refund the duplicate charge
Contact billing@dxbmark.com with documentation of the duplicate transaction

9.3 Unauthorized Charges

If you believe a charge was made without authorization:

Contact billing@dxbmark.com immediately with details
DXBMARK will investigate and, if the charge is confirmed unauthorized, issue a refund
Payment disputes may also be raised with your payment provider or bank

10. Chargebacks and Payment Disputes

10.1 Dispute Process

If you dispute a charge:

Contact DXBMARK first at billing@dxbmark.com
Provide documentation supporting your dispute
DXBMARK will investigate and respond within 15 business days

DXBMARK may also use accounts@dxbmark.com for internal finance administration, payment reconciliation, account records, and official account-related correspondence.

10.2 Chargebacks

If you initiate a chargeback through your payment provider or bank without first contacting DXBMARK:

DXBMARK may charge an administrative fee to recover chargeback processing costs
DXBMARK may suspend or terminate services
DXBMARK will defend the charge with relevant evidence of service delivery

Chargebacks should be used only if DXBMARK does not respond to a good-faith refund request, or if fraud is suspected.

11. Refund Methods and Processing

11.1 Refund Method

Refunds will generally be issued using the original payment method:

Card refunds will be credited to the original card (subject to card network timelines)
Bank transfer refunds will be made to the originating account
Alternative methods (account credit, invoice reduction) may be offered at DXBMARK's discretion

11.2 Processing Timeline

Refunds are typically processed within:

5–10 business days for card refunds
3–7 business days for bank transfer refunds

Delays may occur due to payment processor or bank processing times. DXBMARK is not responsible for delays caused by third-party payment processors, banks, or card networks.

11.3 Deductions from Refunds

DXBMARK may deduct from any refund:

Outstanding fees or charges owed by the customer
Damages caused by customer's breach of terms
Payment processing fees, chargeback fees, or third-party charges that are non-recoverable
Out-of-pocket expenses already incurred by DXBMARK

12. Non-Refundable Circumstances

No refund will be issued if:

Customer terminated services for convenience and work has commenced
Services were substantially rendered or deliverables were provided
Customer is in material breach of the Terms of Service or Acceptable Use Policy
Refund rights were expressly waived in a signed written agreement
Suspension or termination was due to policy violations, illegal activity, or fraud

13. Consumer Cooling-Off Rights by Region

13.1 European Union

EU consumers have a 14-day cooling-off period for distance contracts under the EU Consumer Rights Directive. This right does not apply where:

Services have been fully performed with consumer's prior consent
Digital content delivery has commenced with prior consent and acknowledgment that the cooling-off right will be lost

13.2 United Kingdom

UK consumers may have cancellation rights under the Consumer Contracts Regulations 2013 (14-day cooling-off period for distance contracts) and rights under the Consumer Rights Act 2015.

13.3 United States

Consumer protection laws vary by state. This policy does not waive mandatory statutory refund rights. Customers should contact accounts@dxbmark.com to discuss rights under applicable law.

13.4 Other Jurisdictions

Where applicable law in your jurisdiction grants refund or cancellation rights beyond those stated here, those rights are preserved regardless of this policy.

14. Cancellation Procedures

14.1 Cancelling SaaS Subscriptions

Log into your account
Navigate to billing or subscription settings
Select "Cancel subscription" and confirm
Alternatively, email support@dxbmark.com with your account details and request

Your cancellation will be effective at the end of the current billing period unless you instruct otherwise.

14.2 Cancelling Custom Projects, Hosting, or Managed Services

Send a written cancellation notice to support@dxbmark.com
Include your account information and details of the service to be cancelled
Specify the requested effective cancellation date
DXBMARK will confirm cancellation, next steps, any final invoices, and the data export timeline

14.3 Confirmation

DXBMARK will send a written confirmation of cancellation, including:

Effective cancellation date
Any outstanding invoice(s) due
Data export timeline and instructions
Termination of service access date

15. Updates to This Policy

DXBMARK may update this Refund and Cancellation Policy at any time. Material changes will be published at https://www.dxbmark.com/refunds. Changes are effective immediately for new customers and upon notice (typically 30 days) for existing customers with active engagements.

16. Mandatory Rights Preservation

This Refund and Cancellation Policy does not override or limit any mandatory consumer protection, cancellation, or refund rights that you may have under applicable law. Where local law provides greater protection, those rights are preserved.

17. Contact Information

For refund requests or billing questions:

Billing and accounts: accounts@dxbmark.com Support: support@dxbmark.com Legal enquiries: legal@dxbmark.com Website: https://www.dxbmark.com

End of Refund and Cancellation Policy