Refund and Cancellation Policy

1. Setup Fees

Setup fees (AED 3,500 for Care, AED 5,000 for Growth) are charged at the beginning of the engagement and become non-refundable once design work has commenced. "Design work commenced" means: the discovery call has been completed, the brand discovery document has been delivered, and Cleora has begun production.

If you cancel before design work has commenced — typically within 48 hours of paying the setup fee — the setup fee is fully refundable.

2. Monthly Subscriptions

Monthly subscriptions can be cancelled at any time. There is no minimum term, no lock-in, and no cancellation fee.

When you cancel:

• The current month's subscription is not refunded — it remains active until the end of the period you have already paid for
• No further charges will be made
• Your website remains live until the end of the current billing period
• After the billing period ends, your website is taken offline and the Git repository is transferred to you within 14 days

To cancel a monthly subscription, email dom@cleora.ae with the subject line "Cancel subscription" or use the customer portal link in your most recent subscription email.

3. Annual Prepay Subscriptions

Annual prepay subscriptions (12 months billed at 10 months' equivalent) include the following refund terms:

Within the first 30 days: Pro-rated refund minus setup fee and 30 days of service.

After 30 days: Refunds are not automatic and are at Cleora's discretion. We will consider:

• Material failure to deliver promised services
• Force majeure events (clinic closure, regulatory issues, etc.)
• Other circumstances on a case-by-case basis

We strongly recommend starting with monthly billing if you are uncertain about a long-term engagement.

4. Failed Payments

If a recurring subscription payment fails:

• We will attempt to recharge the card within 3 days
• If the second attempt fails, we will notify you and provide 7 days to update your payment method
• After 7 days of failed payment, the subscription is paused and the website is taken offline
• The website is reinstated upon successful payment

5. Disputed Charges

If you believe you have been charged in error, contact us at dom@cleora.ae before filing a chargeback. We respond to refund requests within 5 business days. Most disputes are resolved within 10 business days without escalation.

Initiating a chargeback before contacting us is not a substitute for cancellation and may result in account suspension.

6. Service Issues

If Cleora is unable to deliver the services you have paid for due to our fault (e.g., a build is not delivered within the promised 8-day timeline despite client cooperation), we will issue a service credit equal to one month of the affected subscription.

7. Contact

For all refund and cancellation matters, contact dom@cleora.ae.