Refund Policy
Details on when and how refunds are issued for our products and services.
1. Overview
This Refund Policy explains the circumstances under which Koodo Technology LLC-FZ ("Koodo," "we," "us," or "our") provides refunds for payments made for our products and services. By purchasing our services, you acknowledge that you have read and agreed to this Refund Policy.
2. Subscription Services
Where our products (including Einvoize and other SaaS offerings) are provided on a subscription basis, the following applies:
- Free Trial: Eligible customers may access a free trial period (e.g., 14 days). You will not be charged during the trial unless you subscribe after the trial ends.
- Monthly Subscriptions: Monthly subscriptions may be cancelled at any time. Cancellation takes effect at the end of the current billing period, and no refunds are issued for the remainder of a partially used month.
- Annual Subscriptions: Annual subscriptions cancelled within 14 days of purchase (and before significant use of the service) may be eligible for a pro-rated refund at our discretion. After 14 days, annual fees are non-refundable except as required by law.
3. One-Time Services
For one-time professional services (e.g., consulting, custom development, AI solutions), the following applies:
- If we have not commenced work, you may cancel and receive a full refund of any amounts paid.
- If work has commenced, a pro-rated refund may be issued based on the percentage of work completed, at our discretion.
- Milestone-based engagements are non-refundable for milestones already delivered and accepted.
4. Payment Processing Fees
Where a refund is approved, payment processing fees charged by third-party gateways (including Network International / NGenius) may not be refundable. The refund amount may be reduced by any non-refundable gateway fees actually incurred.
5. Non-Refundable Items
The following are not eligible for refunds: (a) fees for regulatory or government submissions made on your behalf; (b) amounts already disbursed to third parties; (c) services fully delivered and accepted; (d) setup or onboarding fees explicitly identified as non-refundable; and (e) charges arising from your breach of the applicable terms of service.
6. How to Request a Refund
To request a refund, contact us at hello@koodo.ai with your account details, the date of payment, the amount paid, and the reason for the request. We will review your request and respond within 10 business days.
7. Refund Processing Time
Approved refunds are processed within 10-14 business days of approval. Refunds are issued to the original payment method unless otherwise agreed. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
8. Disputes
If you are unsatisfied with our refund decision, you may raise the matter in writing to hello@koodo.ai for escalation. We aim to resolve all disputes fairly and promptly.
9. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with a revised "Last updated" date and apply to purchases made after the effective date.
10. Contact Us
Koodo Technology LLC-FZ, Office Suite 65, Level 9, Burjuman Business Tower, Al Mankool, Dubai, UAE. Email: hello@koodo.ai · Phone: +971 50 149 1184.