Last updated: September 22, 2026

This Refund Policy explains the refund, return and cancellation conditions applicable to products and services provided by XYBER WAVE TRADE & MARKETING FZCO (“Xyber Wave”, “we”, “us”, or “our”).

This policy applies to purchases, orders, projects, services, training, digital products and other transactions entered into directly with Xyber Wave, unless different refund or cancellation terms have been agreed in writing for a specific transaction.

Nothing in this Refund Policy limits or excludes any rights that cannot legally be excluded under applicable consumer protection laws.

1. General Refund Principles

Refund eligibility depends on the type of product or service purchased, whether work has already started or been completed, whether access to digital content has been provided, and whether any third-party costs have already been incurred.

Where a quotation, invoice, order confirmation, statement of work, contract or other written agreement contains specific cancellation or refund terms, those specific terms will apply to that transaction.

Refund requests are considered in accordance with this Refund Policy, the specific terms of the relevant transaction and applicable law.

2. Cancellation Before Services Begin

If you cancel a service before we have started performing the work, you may be eligible for a full or partial refund.

Any non-recoverable costs already incurred specifically for your order or project may be deducted from the refund where permitted by applicable law.

Such costs may include:

• third-party licences;
• software subscriptions;
• domain registrations;
• hosting or cloud services;
• external contractors or suppliers;
• payment processing costs where non-refundable;
• other expenses purchased specifically for your project or order.

3. Cancellation After Work Has Started

If you cancel a project or service after work has started, any refund will be calculated based on the circumstances of the project.

Xyber Wave may deduct from any refundable amount:

• the value of work already completed;
• time already spent on the project;
• completed project stages or milestones;
• third-party expenses already incurred;
• other reasonable and non-recoverable costs relating to the project.

If the value of completed work and committed costs equals or exceeds the amount already paid, no refund may be due, subject always to applicable law and any specific contractual terms.

4. Custom and Professional Services

Many services provided by Xyber Wave are customized specifically for an individual customer or business.

These may include:

• software development;
• website development;
• API development and integrations;
• DevOps and cloud configuration;
• IT consultancy;
• data and AI projects;
• SEO and digital marketing services;
• design or technical implementation;
• custom business solutions;
• other professional services performed to customer specifications.

Once customized work has been completed and delivered in accordance with the agreed requirements, payments for that completed work are generally not refundable merely because the customer changes their mind.

This does not affect any rights you may have where a service is defective, materially incomplete, not performed as agreed or where a refund or other remedy is required by applicable law.

5. Project Milestones and Partial Payments

Some projects may be divided into milestones or stages, with payment due before or after each stage.

Payments relating to a milestone that has already been completed and accepted are generally non-refundable, except where the work does not comply with the agreed requirements or applicable law provides otherwise.

If a project is cancelled before future milestones have begun, amounts paid specifically for those future stages may be refundable after deduction of any applicable costs already incurred.

6. Deposits and Advance Payments

Deposits or advance payments may be required before work begins or before resources are reserved for a project.

Where a deposit has been used to reserve staff, acquire third-party services, purchase materials or begin project work, all or part of the deposit may become non-refundable.

Any specific conditions relating to a deposit will be stated in the applicable quotation, invoice, contract or order confirmation.

7. Digital Products and Digital Content

Refunds for digital products or content depend on whether access or delivery has already been provided.

Digital products may include:

• downloadable files;
• software;
• digital resources;
• templates;
• training materials;
• online content;
• other electronically delivered products.

Once a digital product has been delivered, downloaded, substantially accessed or otherwise made available for use, a change-of-mind refund may not be available, except where required by applicable law or where the digital product is defective, materially different from its description or cannot reasonably be accessed or used as intended.

8. Training and Online Courses

If you purchase training or an online course and request cancellation before the training begins or before substantial access to course materials has been provided, we may approve a full or partial refund.

Once training has started or substantial access to digital course materials has been provided, refunds for a change of mind may be limited or unavailable.

If Xyber Wave cancels a paid training program or course and does not provide a reasonable replacement or alternative, the amount paid for the cancelled portion will be refunded where appropriate.

9. Physical Goods

Where Xyber Wave supplies physical goods through its trading, distribution or other commercial activities, return and refund conditions may depend on the type of product and the terms of the particular order.

Products returned solely because of a change of mind may only be accepted where such a return has been expressly offered or agreed for the relevant transaction.

Any voluntary return may be subject to conditions including:

• the product being unused;
• the product remaining in its original condition;
• original packaging being retained where applicable;
• all accessories and documentation being included;
• valid proof of purchase being provided.

These conditions do not limit any mandatory rights relating to defective, damaged, incorrect or non-conforming goods.

10. Defective, Damaged or Incorrect Goods

If you receive goods that are defective, damaged, incomplete, materially different from their description or different from the goods ordered, please contact us as soon as reasonably possible.

Depending on the circumstances and applicable law, an appropriate remedy may include:

• repair;
• replacement;
• correction of the order;
• full or partial refund;
• another remedy required by applicable law.

We may ask you to provide photographs, documentation, proof of purchase or other reasonable information so that we can investigate the issue.

11. Services Not Performed as Agreed

If a service has not been performed, is materially incomplete or has not been performed in accordance with the agreed requirements, please contact us so that we can review the matter.

Depending on the circumstances, the available remedy may include:

• correcting or completing the service;
• performing the service again;
• a partial refund reflecting the affected portion of the service;
• a full refund where appropriate;
• another remedy required by applicable law.

12. Third-Party Products and Services

Some Xyber Wave services may require products or services supplied by third parties.

These may include:

• domain names;
• hosting services;
• cloud infrastructure;
• software licences;
• APIs;
• advertising platforms;
• external subscriptions;
• shipping and logistics services;
• other third-party products or services.

If a third-party provider does not allow us to cancel or refund a purchase made specifically for your project, that cost may be non-refundable to the extent permitted by applicable law.

13. Delivery and Logistics Costs

Shipping, delivery, customs, logistics and similar costs may be non-refundable once the relevant service has already been performed or the cost has been incurred.

If a return is required because Xyber Wave supplied defective, damaged or incorrect goods, responsibility for reasonable return costs will be determined in accordance with applicable law and the circumstances of the transaction.

14. Items and Costs That May Be Non-Refundable

Subject to applicable law, the following may be non-refundable:

• services already fully performed and properly delivered;
• completed and accepted custom work;
• work already performed before cancellation;
• digital content already substantially accessed or used;
• customized or personalized products;
• third-party licences and subscriptions that cannot be cancelled;
• domain registrations;
• non-recoverable cloud, hosting or infrastructure costs;
• non-recoverable supplier or contractor costs;
• completed shipping, delivery or logistics services;
• other costs specifically incurred for the customer's order.

This section does not apply where a refund is required under applicable law.

15. How to Request a Refund

To request a refund, cancellation, return or other remedy, please contact Xyber Wave through the contact details or contact form available on our website.

Please provide sufficient information for us to identify the transaction, including:

• your name or company name;
• contact information;
• invoice, quotation or order reference where available;
• the product or service concerned;
• the reason for your request;
• any relevant documents, screenshots or photographs.

Providing complete information will help us review your request more efficiently.

16. Review of Refund Requests

We will review refund requests based on the relevant order, agreement, work completed, costs incurred, reason for the request and applicable legal requirements.

We may contact you for additional information where reasonably necessary to assess the request.

Approval of a refund in one particular situation does not create an obligation to approve refunds in different circumstances.

17. Processing Approved Refunds

Where a refund is approved, we will normally attempt to return the funds using the original payment method where reasonably possible.

In some circumstances, another refund method may be agreed between Xyber Wave and the customer.

The time required for refunded funds to appear in your account may depend on the payment method, bank, card provider or payment processor involved.

Xyber Wave is not responsible for processing delays caused solely by banks or third-party payment providers after a refund has been successfully issued by us.

18. Refund Currency

Refunds will generally be issued in the same currency as the original transaction where reasonably possible.

Xyber Wave is not responsible for differences caused solely by currency exchange rates or conversion fees applied by banks, card issuers or other payment providers.

19. Chargebacks and Payment Disputes

If you believe a payment has been made incorrectly or you have a dispute regarding a transaction, we encourage you to contact us first so that we can investigate and attempt to resolve the issue.

Fraudulent or abusive chargebacks may be challenged using relevant transaction records, contracts, communications, delivery evidence and other available documentation.

Nothing in this section limits any rights available to you under applicable payment or consumer protection laws.

20. Business-to-Business Transactions

Where products or services are purchased by a company or other business entity for commercial purposes, the refund and cancellation terms contained in the applicable contract, quotation, purchase order, invoice or statement of work may apply in addition to this policy.

Business-to-business transactions may be subject to different legal rules from transactions involving individual consumers.

21. Statutory Consumer Rights

Nothing in this Refund Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot legally be excluded under the laws applicable to the transaction.

Where applicable law gives you rights relating to defective goods, inadequate services, refunds, repairs, replacements or other remedies, those legal rights will continue to apply regardless of any provision of this policy.

22. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our products, services, business operations, payment practices or legal requirements.

The latest version will be published on our website together with the revised “Last updated” date.

23. Contact Us

If you have questions about this Refund Policy or wish to request a refund, cancellation or return, you may contact us through the contact form available on our website or by correspondence to:

XYBER WAVE TRADE & MARKETING FZCO
Dubai Silicon Oasis
P.O. Box 50819
Dubai, United Arab Emirates