Refund & Cancellation Policy

1. Scope

This Refund & Cancellation Policy applies to services supplied directly by Alph4digiTEC FZE, including software development, technology consultancy, implementation, integration, design, professional services, support arrangements, subscriptions, digital services and other project-based or recurring services, unless a separate written agreement, proposal, statement of work, order form or invoice expressly provides different terms.

2. Separate commercial terms

Where a proposal, statement of work, order form, subscription agreement, service schedule, invoice or other written agreement contains specific payment, cancellation, refund or termination provisions, those provisions will take precedence over this general Policy to the extent of any inconsistency.

3. General principle

Alph4digiTEC allocates personnel, technical resources, development capacity, onboarding time and third-party resources in connection with customer engagements. Refund and cancellation requests are therefore assessed according to the nature of the service, the stage of delivery, work completed, resources committed and costs incurred.

4. Project-based services

• Deposits, booking fees and advance payments are generally non-refundable once work has commenced.
• Where a customer cancels before work begins, Alph4digiTEC may, at its discretion, refund part of the amount paid after deducting reasonable administrative, onboarding, planning and third-party costs.
• Where a customer cancels after work has started, the customer remains responsible for fees relating to work completed, personnel or development hours used, committed resources, third-party licences, procurement and other non-recoverable costs incurred up to the effective cancellation date.
• Where a project is delivered in milestones, amounts attributable to completed or accepted milestones may remain payable even if later milestones are cancelled.

5. Subscriptions, support and recurring services

• Cancellation requests for recurring services should be submitted in writing.
• Unless separate written terms provide otherwise, cancellation will normally take effect at the end of the current paid billing period.
• Fees for a billing period that has already commenced are generally non-refundable.
• Any unused service time, capacity or subscription period is not automatically refundable unless expressly agreed or required by applicable law.

6. Digital services and deliverables

For software, digital products, electronically supplied services, downloadable materials, activated services or other digital deliverables, refunds may not be available after delivery, activation, access or commencement of fulfilment, except where required by applicable law or expressly agreed in writing.

7. Alpha DigiWallet

Alpha DigiWallet is a payment orchestration technology solution owned by Alph4digiTEC FZE. This Policy does not determine whether an underlying payment transaction should be refunded, reversed, cancelled or charged back.

Payment refunds, reversals, chargebacks and transaction disputes are generally governed by the applicable merchant agreement, payment service provider, bank, acquirer, processor, card scheme, alternative payment method provider or other relevant payment partner. Merchants must follow the applicable procedures and requirements of the relevant provider.

Where Alph4digiTEC directly charges a customer for Alpha DigiWallet technology, subscription, implementation, support or other services, the provisions of this Policy and the applicable commercial agreement govern cancellation and refunds of those Alph4digiTEC charges.

8. Defects or material service issues

If a customer believes that delivered work materially fails to match the agreed scope, the customer should notify Alph4digiTEC in writing within seven (7) business days of delivery or discovery of the issue, providing reasonable details and supporting information.

Alph4digiTEC will review the matter in good faith and, where appropriate, may correct the issue, provide replacement work, apply a service credit or agree a partial refund. The appropriate remedy will depend on the agreed scope, nature of the issue and circumstances.

9. No refund for change of mind

Refunds will generally not be provided solely because a customer changes its mind, changes its internal budget, reprioritises its business, delays approvals or decides not to use a service after resources have been allocated or work has commenced.

10. Third-party costs

Amounts paid or committed to third parties on behalf of or for the benefit of a customer may be non-refundable where those costs cannot reasonably be recovered by Alph4digiTEC. This may include third-party software, hosting, licences, implementation services, payment-provider costs, professional services, procurement and other external services.

11. Regulatory and legal rights

Nothing in this Policy excludes, restricts or limits any right, remedy or protection that cannot lawfully be excluded, restricted or limited under applicable law.

12. How to request a refund or cancellation review

A refund or cancellation request should be submitted using the official contact details published on the website or by email to contact@alphadigiwallet.com. The request should include:

• Full name and company name.
• Invoice, proposal, order or agreement reference.
• Date and amount of payment.
• Service or product concerned.
• Reason for the request.
• Supporting documents or other relevant information.

Alph4digiTEC will review the request and respond within a reasonable period. Where further information is required, we may request it before reaching a decision.

13. Policy updates

Alph4digiTEC may update this Policy from time to time by publishing a revised version on the website. The updated Policy will state its effective date.

14. Contact

Questions concerning refunds or cancellations should be submitted using the official contact details published on www.alph4digitec.com or by email to contact@alphadigiwallet.com.