Refund Policy

1. Overview

This Refund Policy explains how pricing, billing, cancellations and refunds work for paid ADIBA services. It forms part of our Terms & Conditions. Where you have a separate signed order form, the commercial terms of that order form prevail.

2. Pricing

• Prices are stated on the applicable pricing page or order form and may be presented as monthly or annual subscriptions, usage-based charges, or one-off implementation fees.
• Unless stated otherwise, prices are exclusive of applicable taxes, duties and bank charges, which are your responsibility.
• We may change pricing for future billing periods with reasonable advance notice; changes do not affect a committed term already paid for.

3. Billing and invoicing

• Subscription fees are billed in advance for the chosen billing period.
• Usage-based fees are billed in arrears based on metered consumption.
• Invoices are due on the terms stated on the invoice or order form. Non-payment may lead to suspension or termination of the services.

4. Cancellation

• You may cancel a subscription at any time from your account or by contacting us.
• For monthly plans, cancellation takes effect at the end of the current billing period; you retain access until then.
• For annual or committed-term plans, cancellation stops automatic renewal but does not shorten the paid term unless otherwise agreed.
• Implementation, onboarding and professional-services fees are non-cancellable once the work has commenced.

5. Refunds

Because ADIBA provides digital services that are made available immediately, fees are generally non-refundable except as set out below or as required by applicable law.

• Duplicate or erroneous charges will be refunded once verified.
• If we materially fail to provide a paid service and cannot remedy the issue within a reasonable time, you may be entitled to a pro-rata refund for the affected unused period.
• Refunds, where due, are made to the original payment method within a reasonable period after approval.
• Usage-based charges already incurred and one-off fees for completed work are non-refundable.

6. Free trials and credits

Where we offer a free trial or sandbox, no fees apply during the trial and no refund is due when it ends. Any promotional credits are non-transferable and have no cash value.

7. How to request a refund

To request a refund or raise a billing question, contact hello@adiba.app with your account details and the relevant invoice or transaction reference. We aim to acknowledge billing enquiries promptly and resolve them fairly.