Refund & Cancellation Policy
Last updated: May 24, 2026
Our Commitment
We aim to be fair and transparent. We use milestone-based billing so you are never at risk of losing a large payment without receiving corresponding value. If you are unhappy at any stage, we will work with you to resolve it first.
1 Website & App Development Projects
All development projects are billed in milestones. Refund eligibility depends on the stage at which a cancellation is requested:
Before Work Begins
100% refund of any deposit paid. No questions asked.
Discovery & Design Phase
50% refund of the milestone payment for this phase. Design work already produced is delivered to you.
Development Phase (Milestone 2)
No refund for the current milestone. All work completed to date is delivered. Future milestones are cancelled at no charge.
After Final Delivery & Approval
No refund once the client has approved and accepted the final deliverable.
2 Monthly Retainer Services (SEO, Social Media, Maintenance)
- Monthly retainers require 14 days written notice to cancel.
- The current month's fee is non-refundable once work has commenced for that month.
- Prepaid multi-month packages: unused full months are refunded pro-rata upon request.
- Cancellations submitted mid-month will be honoured at the end of that billing cycle.
3 Digital Products (Plugins, Themes, Templates)
Due to the nature of digital downloads, all digital product sales are final once the download link has been accessed.
However, we will issue a full refund within 7 days of purchase if:
- The product fails to function as described and we cannot resolve the issue within 72 hours
- The download link was never accessed
- A duplicate purchase was made accidentally
Not eligible for refund:
- Product downloaded and in use for more than 7 days
- "Changed my mind" or compatibility issues with third-party plugins
- Products purchased during a sale or at a discounted rate
4 Situations Where No Refund is Issued
- Client delays — project delays caused by late content, approvals, or feedback from the client's side do not entitle the client to a refund
- Change of business direction or project scope changes initiated by the client
- Dissatisfaction with creative style after approving mockups and wireframes
- Third-party service failures (hosting outages, domain issues, plugin conflicts)
- Requests submitted more than 30 days after the service or product was delivered
5 How to Request a Refund
To initiate a refund or cancellation:
Email us at billing@falconzoft.com with subject line "Refund Request — [Your Name / Order #]"
Include your order number or project name and the reason for the refund request
We will acknowledge within 24 hours and aim to resolve within 5 business days
Approved refunds are processed within 7–10 business days via the original payment method
6 Governing Law
This policy is governed by the laws of the United Arab Emirates. Any disputes arising from refund requests shall first be resolved amicably. If unresolved, disputes will be submitted to the jurisdiction of the Dubai Courts.