Refund Policy

This Refund Policy explains how cancellations, refunds, credits, deposits, subscriptions, and payment disputes are handled for services, projects, consultations, website builds, SaaS products, product access, pilots, subscriptions, and related offerings provided by BYTES GLUE SOFTWARE SERVICES AND SOLUTIONS — FZCO, operating under the brand name Bytes Glue (“Bytes Glue”, “we”, “our”, or “us”).

This policy should be read together with our Terms of Service and any proposal, invoice, order form, statement of work, master services agreement, subscription agreement, checkout page, or other written agreement that applies to your engagement.

If a written agreement has different refund or cancellation terms, the written agreement will control.

1. General principle

BytesGlue provides professional services, consulting, software delivery, integration implementation, technical leadership, SaaS products, subscriptions, website builds, product demonstrations, and custom project work.

Because these services often involve time, planning, engineering, discovery, analysis, architecture, design, project setup, third-party costs, merchant-of-record costs, or reserved delivery capacity, payments may become partly or fully non-refundable once work has started or resources have been committed.

Refunds are considered case by case and only as described in this policy, the applicable agreement, or applicable law.

2. Contract-specific terms

For custom software projects, consulting engagements, embedded engineering support, website builds, SaaS subscriptions, product pilots, maintenance plans, or implementation projects, refund rights are primarily governed by the applicable written agreement, proposal, invoice, order form, checkout page, subscription terms, or statement of work.

Before making payment, you should review the scope, milestones, deliverables, assumptions, exclusions, payment schedule, acceptance process, cancellation terms, and refund terms.

3. Payment methods

We may accept payment by:

• cash;
• bank transfer;
• Paddle;
• other payment methods made available by us.

For payments handled by Paddle or another merchant of record, payment processing, VAT or tax calculation, invoicing, payment disputes, and refunds may be handled by that merchant of record under its own terms and policies.

BytesGlue is registered for VAT. UAE VAT may be charged where applicable. Our VAT/TRN details may be provided upon request where required for business, accounting, or tax purposes.

4. Refund request window

Unless a written agreement, subscription term, or merchant-of-record policy says otherwise, refund requests must be submitted within 14 calendar days of the relevant payment, invoice, cancellation event, or disputed delivery.

Late requests may be declined.

5. Discovery, consulting, and advisory services

Fees for discovery sessions, consulting calls, architecture reviews, technical advisory sessions, workshops, audits, assessments, strategy sessions, and similar advisory work are generally non-refundable once the session, work, review, or preparation has started.

If you need to reschedule a session, please notify us as early as possible. Rescheduling may be allowed at our discretion, subject to availability and any terms stated at the time of booking.

No refund is available for missed sessions, late attendance, incomplete information, or failure to use advice after it has been delivered, unless otherwise agreed in writing.

6. Deposits and retainers

Deposits, retainers, reservation fees, and upfront payments may be required before work begins.

Unless otherwise agreed in writing:

• deposits and retainers are used to reserve capacity, begin planning, start delivery, and cover initial work;
• deposits become non-refundable once work has started, resources have been allocated, or third-party costs have been incurred;
• unused retainer balances may be applied according to the applicable agreement;
• overdue invoices may result in paused work, revised timelines, or termination.

7. Fixed-price projects and milestone work

For fixed-price projects or milestone-based work, refunds are generally not available for work already performed, deliverables already provided, milestones already completed, third-party costs already incurred, or project capacity already reserved.

If a project is cancelled before completion, BytesGlue may invoice or retain amounts for:

• completed work;
• work in progress;
• planning, discovery, architecture, design, engineering, testing, project management, and communication time;
• committed resources;
• approved milestones;
• third-party costs;
• non-cancellable vendor expenses;
• administrative and payment processing costs.

Any possible refund will be limited to the unused and undelivered portion of fees after deducting the above amounts.

8. Website builds

For website builds, payments may cover discovery, structure, design, content setup, page build, mobile responsiveness, forms, launch support, and related work.

Unless otherwise agreed in writing, refunds are not available for:

• completed design or development work;
• approved pages, sections, concepts, or deliverables;
• delays caused by missing client content, images, approvals, access, hosting, domain, or feedback;
• changes of mind after work has started;
• third-party expenses such as domains, hosting, paid plugins, stock assets, software, booking tools, e-commerce tools, or email tools;
• work outside the agreed scope.

If a website project is cancelled early, any refund will be limited to the undelivered portion of the paid scope after deducting work performed and costs incurred.

9. SaaS products, product access, pilots, and subscriptions

For SaaS products, product access, product pilots, licensing tools, technical demos, maintenance plans, or subscriptions, refund terms will be stated in the applicable checkout page, order form, subscription terms, or written agreement.

Unless otherwise agreed in writing:

• subscription fees are billed in advance;
• cancellations stop future renewals but do not automatically create a refund for the current billing period;
• partial-month or partial-period refunds are not provided;
• setup, onboarding, implementation, customization, integration, support, or migration fees are non-refundable once work has started;
• access may be suspended for failed, overdue, reversed, disputed, or chargeback payments;
• credits may be offered at our discretion where service issues are confirmed and cannot be reasonably corrected.

For payments handled by Paddle or another merchant of record, refunds may also be subject to that provider’s checkout, tax, payment, anti-fraud, and refund processes.

10. Third-party costs

Third-party costs are non-refundable once incurred, committed, activated, submitted, purchased, registered, or paid.

Third-party costs may include:

• domain registration, renewal, or transfer fees;
• hosting fees;
• SSL certificates;
• cloud infrastructure;
• paid plugins, themes, licenses, or SaaS tools;
• payment processor fees;
• merchant-of-record fees;
• advertising spend;
• stock images, fonts, or media assets;
• contractors or specialist vendors;
• API, SMS, email, or usage-based service charges;
• software subscriptions;
• bank charges, currency conversion fees, and taxes.

Where possible, we may help transfer ownership or access to third-party assets that were purchased specifically for you, subject to vendor rules and full payment of all related costs.

11. Grant, free, or sponsored services

For BytesGlue grant, free, sponsored, discounted, or initiative-based services, no monetary refund is available for the free or sponsored portion because no payment is made for that portion.

Any paid add-ons, services outside the free scope, third-party costs, domains, hosting, maintenance, e-commerce, booking tools, custom software, copywriting, photography, or ongoing support arranged separately will be governed by the applicable written terms and this Refund Policy.

Grant selection, grant scope, timelines, deliverables, and eligibility are subject to the terms stated for the specific initiative.

12. Client delays, missing inputs, and scope changes

Refunds are not available where delay, non-delivery, or reduced value results from:

• missing or delayed client inputs;
• delayed approvals or feedback;
• incomplete, inaccurate, or changing requirements;
• failure to provide access, credentials, content, data, or documentation;
• third-party delays or outages;
• changes in business priorities;
• requested scope changes;
• client-side technical limitations;
• failure to cooperate with reasonable delivery steps.

If a project is paused for a long period due to client delay, we may close the project, revise the scope, revise pricing, or require a restart fee.

13. Defects, corrections, and service issues

If you believe a delivered item does not match the agreed scope, you must notify us in writing with reasonable detail.

Where a valid issue is confirmed, we will usually be given a reasonable opportunity to correct, replace, complete, or otherwise remedy the issue before any refund is considered.

A refund is not available simply because:

• you changed your mind;
• you no longer need the service;
• your internal priorities changed;
• the project was delayed due to your missing inputs;
• you expected work outside the agreed scope;
• a third-party service changed, failed, or became unavailable;
• you did not use or implement the delivered work.

14. Refund request process

To request a refund or credit, contact us in writing at:

Please include:

• your name and company name;
• invoice number or payment reference;
• date of payment;
• payment method used;
• project, product, subscription, or service name;
• reason for the request;
• relevant documents, messages, screenshots, or evidence;
• the remedy you are requesting.

Refund requests must be submitted within 14 calendar days unless a written agreement or applicable merchant-of-record policy says otherwise.

15. Review and outcome

After receiving a refund request, we may review:

• the applicable agreement, proposal, invoice, order form, checkout page, and scope;
• work already performed;
• milestones completed;
• deliverables provided;
• SaaS subscription usage or account activity;
• third-party costs incurred;
• merchant-of-record or payment processor rules;
• client inputs, approvals, delays, and change requests;
• whether any issue can reasonably be corrected;
• applicable legal requirements.

Possible outcomes may include:

• no refund;
• partial refund;
• service credit;
• correction or rework;
• replacement deliverable;
• revised timeline;
• cancellation with final invoice;
• another commercially reasonable remedy.

16. Refund method and timing

Approved refunds will be issued only to the original payment method where technically and legally possible.

For cash payments, we may require a receipt, proof of payment, identity verification, and written acknowledgement before processing any approved refund.

For bank transfer payments, approved refunds will generally be returned to the original payer’s bank account or another verified account approved by us.

For Paddle payments or other merchant-of-record payments, approved refunds may be processed through that provider and may be subject to its processing times, fees, tax handling, and refund procedures.

Processing times may vary depending on banks, card networks, payment processors, currencies, cash handling, merchant-of-record rules, and payment method. Any bank fees, payment processor fees, transfer fees, currency conversion costs, merchant-of-record charges, or taxes may be deducted where permitted.

17. Chargebacks and payment disputes

If you have a concern about a payment, please contact us before initiating a chargeback or payment dispute.

Improper chargebacks may result in suspension of services, termination of access, recovery of costs, and collection of outstanding amounts where permitted by law and contract.

18. Changes to this Refund Policy

We may update this Refund Policy from time to time. The updated version will be posted on this page with a revised “Last updated” date.

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