01Scope and agreement priority

This policy applies to payments for software development, product customization, consulting, subscriptions, support, training, integrations, and related digital services. A signed proposal, statement of work, order form, or service agreement may contain project-specific terms. Where they differ, the signed agreement controls, subject to mandatory rights under applicable law.

02Quotations and payments

Submitting a website request or attending a demonstration does not create a payment obligation. An obligation begins after acceptance of a written quotation, proposal, order form, or agreement that identifies price, milestones, taxes, payment dates, deliverables, and any specific refund terms.

03Deposits and advance payments

Advance payments may reserve delivery capacity, fund discovery, define requirements, procure resources, or start work. If cancellation occurs before work begins, the payment will be refunded less disclosed, reasonable, non-recoverable costs. After work begins, EdgeFlows may retain the portion attributable to completed work, capacity used, and approved or non-cancellable expenses; any remaining unearned balance will be refunded. A deposit is entirely non-refundable only where a signed agreement clearly and reasonably explains that treatment and the law permits it.

04Custom projects and milestones

Payments for completed and accepted milestones are normally non-refundable because they compensate completed work. If cancellation occurs before a milestone is complete, EdgeFlows will calculate work through the cancellation date, deliver paid work subject to the intellectual-property terms, and refund any amount exceeding completed work and approved expenses. If completed work and committed expenses exceed payments received, the difference remains due. Customer delay, scope changes, missing materials, or unavailable approvals do not automatically create a refund right.

05Ready products and customization

Payments for EdgeFlows ERP, EdgeSnags, or another ready product may include licensing, configuration, branding, migration, integrations, training, or custom development. Once a license is activated, an environment provisioned, customization started, or credentials delivered, related earned charges are normally non-refundable; unused and unearned portions remain eligible. Demonstrations are illustrative unless features, integrations, performance levels, or dates are included in a written agreement.

06Subscriptions and recurring services

Customers may cancel a subscription to prevent future renewals using the method in the order form or account settings. Unless the agreement or law requires otherwise, cancellation takes effect at the end of the paid billing period, access continues until then, and the current period is not normally refunded or prorated. Demonstrably duplicate or incorrect charges will be refunded, and no renewal will be charged after a properly submitted cancellation becomes effective. Annual orders will state early-termination and unused-balance treatment.

07Support, maintenance, and retainers

Fees applied to completed support, consumed hours, used reserved capacity, or an active service period are non-refundable. For prepaid retainers, the unearned balance will be refunded after completed work, used capacity, and approved non-cancellable expenses are deducted, unless a signed agreement establishes a different lawful arrangement.

08Third-party charges

Domain, hosting, cloud, license, app-store, payment-gateway, messaging, licensed-asset, hardware, travel, and similar third-party costs are refundable only if EdgeFlows recovers them from the provider. Significant non-refundable costs will be identified and approved before they are incurred where practicable.

09Defective or non-conforming services

If a delivered service materially fails to conform to its written specifications or warranty, the customer should notify EdgeFlows with sufficient detail and allow a reasonable opportunity to investigate and remedy it. Depending on the circumstances and law, we will correct the defect, repeat the service, provide an appropriate credit, or refund the affected amount. This policy does not exclude mandatory rights, including applicable rights under Qatar Consumer Protection Law No. 8 of 2008.

10Situations ordinarily not eligible

A refund is not ordinarily due solely because the customer changes strategy or preferences, requests an out-of-scope feature, does not use an available service, causes delay through missing materials, decisions, access, or approvals, experiences a third-party change in pricing, functionality, policy, or availability, or rejects work that materially meets acceptance criteria. This does not apply where EdgeFlows fails a mandatory legal or material contractual obligation.

11Requesting a refund

Send the request to the official email shown on this page within 14 calendar days after discovering the issue, including customer and company name, invoice or agreement number, payment date and amount, affected service, reason, and evidence. We normally acknowledge it within 3 business days and decide within 10 business days. Complex project reconciliations may take longer, with a progress update. The 14-day period does not extinguish rights that cannot legally be limited.

12Approved refunds

Approved refunds normally return through the original payment method and may take 5–14 business days after approval, depending on the bank, card network, or payment provider. Taxes, currency conversion, and provider fees are handled under applicable law and provider rules.

13Chargebacks

Customers are encouraged to contact us before initiating a chargeback so we can investigate, without restricting lawful bank or payment-provider rights. Fraudulent or abusive chargebacks may result in service suspension and recovery of amounts properly due, subject to law.

14Governing law and disputes

This policy and related transactions are governed by the laws of the State of Qatar unless a signed agreement lawfully provides otherwise. A signed agreement may establish negotiation, mediation, arbitration, or another dispute-resolution procedure.

15Policy changes

Updates apply prospectively. The refund terms in effect when an order or agreement was accepted continue to govern that transaction unless the parties agree otherwise or the law requires a change.