This policy explains how deposits, payments, cancellations, and refunds are handled for engagements with Mubarak Digital Innovation Hub, trading as Mubarak Digital. It should be read together with our Terms of Service, which governs the overall engagement.
1. Deposits Are Non-Refundable
Most projects require an upfront deposit before work begins. Once a deposit is paid and work has commenced, planning, design, and development resources have already been allocated to your project. Deposits are therefore non-refundable, regardless of whether you later decide not to proceed.
2. Cancellation Before Work Begins
If you cancel before any work has started and before a deposit has been paid, no fee is owed. If a deposit has already been paid but no work has started, we may, at our sole discretion, refund the deposit minus any payment processing fees incurred.
3. Cancellation After Work Has Started
If you cancel after work has commenced, you remain responsible for payment covering all work completed up to the point of cancellation, calculated on a pro-rated or milestone basis as set out in your proposal. Any amount already paid beyond the value of work completed will only be refunded where it exceeds a reasonable estimate of time and resources already committed; the initial deposit itself remains non-refundable in all cases.
4. Milestone-Based Projects
For projects billed in milestones, each milestone payment becomes non-refundable once the corresponding phase of work has been delivered or is in progress. Future, unbilled milestones are simply not charged if you cancel before reaching them.
5. Cancellation or Suspension by Us
We may pause, suspend, or terminate a project if:
- An invoice remains unpaid more than 7 days past its due date;
- You fail to provide necessary content, feedback, or access for an extended period, stalling progress;
- Requested work is unlawful, abusive, or fraudulent in nature.
If we terminate a project for reasons unrelated to any fault of ours (for example, circumstances beyond our control), we will refund any amount paid for work not yet delivered.
6. Our-Fault Refund Exception
If we are unable to deliver the agreed Deliverables due to our own failure to perform (and not due to your delay, change of scope, or circumstances beyond our control), you are entitled to a refund of amounts paid for the specific undelivered portion of work, excluding the non-refundable initial deposit which covers project setup and resource allocation.
7. Third-Party & Recurring Costs
Domain registrations, hosting fees, software licenses, and other third-party costs paid on your behalf or billed directly to you are non-refundable once purchased, as these are governed by the relevant third party's own terms.
8. Chargebacks & Payment Disputes
If you have a concern about a charge, please contact us first at dev@mubarakdigital.com so we can resolve it directly. Initiating a chargeback or payment dispute without first contacting us may result in suspension of ongoing work and delivered Deliverables pending resolution.
9. How to Request a Refund
Email dev@mubarakdigital.com with your project name, invoice reference, and reason for the request. We will review and respond within a reasonable timeframe, typically within 5 business days.
10. Changes to This Policy
We may update this policy from time to time. The version in effect on the date your proposal was signed or your deposit was paid governs your specific engagement.