Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy explains when refunds may be available, how cancellation works for monthly and annual subscriptions, and how billing disputes are handled. It applies together with the Terms of Service.

2. Setup fees

Setup fees cover discovery, planning, design direction, build preparation, project setup, and initial implementation. Setup fees are generally non-refundable once work has started.

3. Monthly subscriptions

Monthly subscriptions may be cancelled for future billing periods. Cancellation takes effect at the end of the current paid billing period. Partial-month refunds are not normally provided once the service period has begun.

4. Annual subscriptions

Annual subscriptions may be cancelled for future renewal. Annual prepay discounts are offered in exchange for a longer service commitment. Refunds for unused annual periods are not normally provided once the annual service period has begun, except where required by law or agreed in writing.

5. Cancellation

To cancel, email contact@cleora.ae with the subject line "Cancel subscription" or use the customer portal link in your most recent subscription email. Cancellation requests should come from the email address on the clinic's account.

At the end of the current paid billing period, no further charges will be made and Cleora's managed hosting, updates, and support end unless a transfer or separate hosting arrangement is agreed in writing. Client-supplied content remains the client's. Transfer of the website source files or repository is not part of standard cancellation and may be agreed separately in writing as set out in the Terms of Service.

6. Refunds before work starts

If a client pays a setup fee and cancels before Cleora has begun planning or production work, Cleora may refund the setup fee minus any payment processing fees and any already-incurred third-party costs.

7. Refunds after work starts

Once planning, strategy, design, build, content, or setup work has begun, setup fees are non-refundable except where required by law or agreed in writing. Where Cleora is unable to deliver agreed services due to its own fault, Cleora may, at its discretion, issue a service credit equal to one month of the affected subscription.

8. Client delays and missing materials

Client delays, missing materials, missing approvals, third-party access delays, or change requests do not automatically create refund rights. The eight-day delivery timeline begins only after payment is confirmed and the required materials have been received.

9. Third-party fees

Domain registration, third-party software, WhatsApp provider fees, paid advertising spend, photography, translation, and other external costs are non-refundable once purchased or incurred. These items are typically billed by the relevant provider directly to the client and are governed by the provider's own terms.

10. Payment provider timing

Approved refunds are processed through the active payment provider, typically PayPal or another approved payment provider. Processing times depend on the provider, the card issuer, and the receiving bank.

11. Chargebacks and disputes

If there is a billing issue, contact Cleora at contact@cleora.ae first so it can be reviewed. Cleora responds to refund requests within five (5) business days and aims to resolve most disputes within ten (10) business days without escalation.

Opening a chargeback or payment dispute before contacting Cleora may pause active work on the clinic's account. Cleora may provide records of service, approvals, communications, and delivery attempts to the payment provider in response to a chargeback.

These refund terms do not limit any rights a client may have under applicable law.

12. How to request a refund or cancellation

Email contact@cleora.ae from the address on the clinic's account, with a short description of the request, the subscription affected, and any relevant dates. Cleora will respond within five (5) business days.